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AfyaPro diabetes call centre

AfyaPro diabetes call centre

Call Centre Technology is one example of a smart technology that has proved to be very useful in the African context. It avoids unnecessary travelling and waiting time. Patient monitoring and coaching can be continuous. The time of the doctor is used in the best possible way. A network of specialists can be mobilised immediately, if needed.

An encounter with a diabetes patient enrolled in diabetes call center programme in Accra, Ghana. The interview is a part of the research to measure the positive and negative impact of the call centre and the App used:

Mr Akwa – not his real name- is in his forties, has a managerial job at a well respected institution, he is married and experienced the call center for a year now.

At the initial stages before using the call center:

He explains his main difficulty was with managing his tight schedules; working long hours and making sure that he gets appropriate quantity of food at the right time; hence choosing the right types of food which were appropriate for him and late night eating. Another challenge was difficulty with keeping up with exercise due to the work type which was highly stressful.

First time to hear about the call center:

“I heard it from my hospital that operates the diabetes call centre, so being a diabetic patient, they introduced me to it and since then it is something that I’ve welcomed so much and learnt so much from it”.

Improvement on managing the condition at home:

“I am able to check my vital statistics by myself at home, monitor my sugar level, so I monitor my sugar level three times a day especially before each meal and am a type 1 diabetic patient so I take my insulin regularly too before eating”

Effective interaction with the doctor/nurse:

“The services are great because even on the site, there are a lot of video posts to watch, a lot of tutorials that you can go to learn deeper about diabetes and why you do not need to worry and how you need to make sure that your body is provided with right amount of insulin, take care of glucose and convert it to glycogen so that they don’t go into your blood streams to cause those harms you understand. You know how dangerous diabetes can be, a lot of people are diabetic and they don’t even know, so knowledge like this helps the individuals and you can live up to 100 years if you know how to control yourself. You just like every normal person”

Promptness:

”I have phone numbers of all my doctors and nurses so if anything happens, I can even chat them and say see this so what do you think we can do prior to going to the hospital and can now say start coming to the clinic immediately and all that. You know so they’ve been very helpful. I mean their reception and friendliness is none to none. It’s something that is very welcoming and for the clinic I can speak about them very well because they take care of their patients as if it is their own issue and they are even more worried than you. Most of the times when I am arguing with them they say no. they convince me to do it. That is a very good thing”.

Follow ups:

”in fact I remembered that erm last month they wrote that Akwa you have not logged in for some time and that was this Christmas season everybody was busy enjoying his life so me too I decided to forget about health for now [laughs] let us all enjoy first but they gave me a call immediately that they noticed that I’ve not logged on. I say oh sorry oh sorry oh and immediately had to come back again. So that is to tell you that they are prompting and checking up on everybody”

Clarity of information:

“You know the information are very clear that is why I am able to engage them at the high level of discussion”

How he felt after using the call center:

“the interaction is sweet may be is beautiful because you know what it is for you to be able to tabulate your results from your phone and somebody is seeing from or at the medical center that is what I call proactive monitoring, is just like I see before the issue happens you are able to see it so they are able to nib it by the road before harms are done you know…that is the way to go 2019..this world that we are in, technology takes care of these things faster…you are able to see them before it happens and not reacting when the problem has happened”

“Be sure that people like me are advocate for this product I mean be sure to recommend it any day, any time, talk level, advocate, even encourage people that these are the kind of things we should be using to help yourself if you want to live”

AeHS is a pan-African network that is developing high-quality, affordable ICT-based solutions enabling healthcare providers in Africa to further improve the quality of their health services.

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“The nurses at the call center intervene immediately on issues based on the values on your App. Do not forget no doctor is a magician…nobody can just smell anybody and say okay this person sugar level is low or this person sugar is high. The values and tabulations send by the App to the call centre intervenes allows them to be pro-active“

Health representative – Malawi

AfyaPro2.0 Connected Care has been developed since 2016 and based on advanced technology. The previous version – AfyaPro1.0 was developed as of 2004 and still deployed in many health facilities- the video shows what the old version did in the health facility, imagine the new one AfyaPro2.0 , do not hestitate request a demo.

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