UNITED MEDICAL GROUP

About the clinic

UMG has more than 34 years of experience in the premium health care market.

United Medical Group is an international premium multidisciplinary medical services provider with offices in Cyprus, Israel, UAE, Saudi Arabia, CIS countries & Gibraltar.

Its clinics offer a full range of diversified medical services and have state-of-the-art facilities with more than 57 specialties.

More than 600 doctors from USA, Europe, Israel, CIS & MEA work together for patients’ good.

Backstory

United Medical Group has always strived to provide the highest quality of care to its patients and to introduce the most advanced technologies into the work of its clinics. Thus, UMG became one of the first clinics in Europe and CIS region to start developing a web platform for its patients in order to involve them into taking care of their health in a proactive way.

ONDOC had been introduced to the UMG team at a medical conference in 2018. By that time our platform had a functioning personal account for patients with a large list of instruments like online appointment booking or integration with HIS/EMR. We also had an already made mobile app for patients that we offered to brand as their own.

It would’ve taken a lot of time and resources for the clinic to develop their own patients’ platform from scratch. So it was decided to implement ONDOC’s platform and adapt it in accordance with the wishes of United Medical Group.

Implementation

Throughout several years of working together, many new functions and tools have appeared in the personal account of the UMG patient. Here are some of them:

online appointment booking inside the app;
appointment booking widget on the clinic’s website;
chat with the clinic inside the app;
"Second opinion" feature;
loyalty program;
"Stories" as a marketing tool for patient engagement;
patients’ and doctors’ separate mobile applications etc.

According to the UMG team, as of right now the most effective tools are "Telehealth", the "Payments" block, as well as the custom-designed "Microservices" section.

Telehealth

You can not only book an appointment with a doctor on the platform, but you can also get an online consultation right inside the app.

In the case when the patient wants to ask a question about the already prescribed treatment or get advice (if an examination is not required), he/she does not need to come to the clinic – he/she can just get an online appointment. As a result, the patient's question will not be ignored or forgotten.

During the consultation, the doctor has access to the patient's medical record, as well as to the dashboard of his health indicators. Thus, the doctor can monitor the dynamics of his blood pressure, cholesterol and blood sugar level.

Judging by the statistics for the last six months, patients who use telehealth come to the appointments both online and offline 2 times more often than patients who visit the clinic offline only.

Payments

Usually people who pay for the UMG services are not their patients (employers, insurance companies, etc.), so it is important for them to track the movement of funds, make payments and receive receipts in one place. Therefore, the financial block was implemented in accordance with the requirements of the clinic and its patients.

Thanks to the customization of this section, the clinic's accounts receivables have decreased from 6% to 0% over the past 3 years.

Microservices

The introduction of microservices has made it possible to significantly simplify patients' interaction with the clinic and reduce the burden on its employees. One of these services is called "Lab test status check", which is considered to be the most popular microservice (56% of all visits of this section) in terms of the number of clicks.

This service also helped to reduce the number of calls to the clinics' overloaded call centre.

Results

Over the past 5 years, a huge number of tools and services have been introduced into the work of the UMG’s application. Coupled with other marketing campaigns and the clinic's activities to improve the quality of service, the team of United Medical Group managed to increase not only the number of patients visits to the clinic, which had a positive impact on financial performance, but also to increase patients' loyalty to the UMG brand.

Testimonial

"If you are choosing between working with ONDOC or creating your own application for patients, then choosing ONDOC will make your life much easier. Working with them allowed us not to think about such things as: recruitment and onboarding of the developers team, search for a patient management system, search for a financial module and a telemedicine provider, the issue with data storage, etc. So it is much easier to start a project when the majority of issues have already been solved and you only need to manage one contractor instead of many at the same time."

Egor Safrygin Chief Digital Transformation Officer, United Medical Group