From Fragmented Care to Connected Wellness
The healthcare industry, while constantly evolving, often struggled to address specific demographics in a comprehensive way. Men's health concerns were often swept under the rug, women's wellness lacked a comprehensive approach, and finding reliable guidance for children's health was challenging.
Mosaic Wellness emerged with a vision to transform this fragmented landscape. They recognized the need for personalized health coaching that was accessible, convenient, and catered to specific demographics. This vision manifested in three distinct brands – Man Matters, Be Bodywise, and Little Joys.
Addressing Challenges with In-App Consultations
Initially, Mosaic Wellness had a telehealth system implemented in Man Matters, a men’s healthcare sub brand, where patients would book appointments and receive phone calls from coaches. However, with time, they realized the limitations of this approach. It was a one-to-one mapping, where a doctor could only handle one case at a time, limiting scalability.
To address this issue, they recognized the need for a chat-based system that would allow one doctor to handle multiple cases simultaneously. This realization led them to explore integrating a third-party chat solution as a mode of communication.
Additionally, building a chat system had the following advantages:
Increased App Adoption
Phone consultations meant users didn't necessarily need the app. By transitioning to in-app consultations, Mosaic Wellness could encourage app downloads and engagement within the platform. This allowed them to leverage the app's functionalities for a richer user experience and potentially implement a "download to consult" model for free consultations.
Better Non-Compliant Patient Management
Phone consultations can be time-consuming for both doctors and patients, especially when dealing with non-compliant patients who miss appointments or lack necessary information. Mosaic Wellness saw chat as a solution for these cases. Asynchronous communication through chat would allow doctors to manage multiple consultations simultaneously, thereby optimizing their time. Additionally, chat rooms can serve as a platform for patients to submit information or ask clarifying questions before a consultation, improving overall efficiency.
How Mosaic Wellness Uses CometChat
Mosaic Wellness recognized the limitations of phone consultations and sought a robust chat solution to integrate seamlessly within their app. But they knew that developing a chat feature from scratch would require significant time and resources.
Mosaic Wellness found CometChat's pre-built UI Kits and APIs to be the perfect solution. The ease of integration minimized backend development, and the pre-built user friendly UI Kits helped them roll out a great UX for chat in their app. Overall the integration of CometChat has empowered Mosaic Wellness to enhance both patient experience and operational efficiency.
"CometChat's pre-built UI Kits and APIs made the integration process smooth and developer-friendly. The exceptional support we received was invaluable. I would highly rate the developer experience of the CometChat product."
Himanshu Khurana
Senior Product Manager, Mosaic Wellness
Let's delve into the specific use cases that showcase how CometChat empowers their workflow:
Seamless Appointment Booking and Management
Imagine an Uber-like system for booking healthcare consultations. This is what Mosaic Wellness achieved with their "instant appointments" feature. When a user requests a consultation, Mosaic Wellness uses CometChat to create a unique group chat between the user and the coach, with a corresponding appointment ID.
If the issue is resolved by the coach, the consultation ends there. However, if further medical advice is needed, the case is handed over to a doctor. The health coach is removed from the group, and the doctor takes over. Should the doctor determine that specialist care is necessary, the conversation can be further handed over to a specialist. This ensures continuity and comprehensive care without the need for the patient to repeatedly explain their situation.
All interactions are conducted within groups to facilitate easy moderation and oversight, enhancing data security and service quality. This serves multiple purposes:
Real-time Allocation
Similar to how Uber connects a passenger with an available driver, Mosaic can assign the consultation to an available doctor who is currently "active" within the app.
Streamlined Communication
The chat room becomes the central hub for the consultation. Both the patient and doctor can access the chat room, eliminating the need for separate phone calls.
Automated Initiation
To streamline the process further, Mosaic can send an automated welcome message on behalf of the doctor upon creating the chat room. This sets the stage for the consultation and reduces the burden on doctors for repetitive tasks.
"By implementing CometChat, we formalized our coach program and improved customer engagement. Initial feedback has been very positive, with 4 out of 5 completion rates and increased efficiency in managing consultations."
Himanshu Khurana
Senior Product Manager, Mosaic Wellness
Driving App Adoption and User Engagement
Previously, phone consultations meant users didn't need the Man Matters app. By transitioning to in-app consultations facilitated by CometChat, they can now leverage the app as the mandatory gateway for consultations. This incentivizes users to download the app, increasing user base and engagement within the app ecosystem.
Maximizing Efficiency and Productivity with Chat
Mosaic recognized that phone consultations could be inefficient for non-compliant patients who might miss appointments or lack necessary information beforehand. CometChat's chat functionalities offer an effective solution:
Asynchronous Communication
Unlike phone calls that require real-time interaction, chat allows for asynchronous communication. Doctors can address multiple consultations simultaneously through chat, optimizing their time. Patients can also submit information or ask clarifying questions before the consultation at their convenience.
Reduced Doctor Bandwidth
For non-compliant patients who might not be ideal candidates for phone consultations due to time constraints or lack of preparedness, Mosaic can leverage chat rooms. This frees up valuable doctor time for consultations that require real-time interaction.
"We started with telephonic consultations, but quickly saw the need for a more scalable and efficient system. Transitioning to CometChat allowed us to build a Whatsapp-like chat system that let us handle multiple consultations simultaneously and streamline our operations."
Himanshu Khurana
Senior Product Manager, Mosaic Wellness
In summary, Mosaic Wellness leverages CometChat's chat functionalities to create a more efficient and user-centric consultation workflow. From seamless appointment management to chat-based consultations for non-compliant patients, CometChat empowers Mosaic to deliver a superior healthcare experience. The ability to integrate video/audio calls within the chat rooms adds another layer of flexibility, catering to patients who prefer face-to-face interaction. This strategic use of chat technology positions Mosaic Wellness at the forefront of innovation in the digital health coaching space.
