PharmaLine
Patient counseling and management work tool for pharmacists by integration customer management tools providing medical counseling guidance.
Project
Personal
Duration
Jul 2, 2024 ~
Aug 31, 2024
Category
User Research, Branding Design, Web Design
Tools
Figma, Adobe Photoshop, Illustration
Dashboard
The quick way to start work
The main page shows a list of counseling schedule and medicine pickup customers. It is designed to align with the user's workflow for preparing counseling messages and notifying customers about pickups.
Message
Message for meticulous customer care
After the consultation, a summary will be sent through the messaging screen. Pharmacists can utilize the template to efficiently create a medication pickup and administration guidance message.
Message for meticulous customer care
If customers ask any questions or requests regarding the message, check them all in the Messages tab.
History
View consultation history
Counseling records are filtered by date, consultation category, patient characteristic, prescription, etc. When you select one, detailed patient information appears on the right. Calls that have not been received is remain with remarkable color. All consultations are recorded in both text and voice.
Background
Virtual counseling and customer management tool for pharmacists
While remote medical services in South Korea rapidly have grown, the digital environment for phone medication counseling wasn't fully improved. This increased tasks have caused an tremendous workload and fatigue for most pharmacists.
How might we improve the efficiency of remote medical consultations using a customer management tool?
In-depth Interview
How pharmacist have dealt with counseling works?
To deeply understand the way pharmacists work, I conducted an interview with a pharmacist who had several experience in counseling. Prior to the interview, I had prepared a bundle of questions detailed by categories such as the type of used counseling work tools, difficulties at work and familiarity with new technologies.
Heejeong Kim
Basic info
Pharmacist, 25 years of experience
Job history
• Operating private pharmacy
• University Hospital
• Private Pharmacy
• U.S. Army Forces
Interview Goal
A deep understanding of the way pharmacists conduct counseling and their difficulties
Interviewee
A pharmacist with experience in counseling
Date
July 15. 2024
Question & Answer
Interview insight
“When counseling, forming rapport with patients is very important. Listen first and empathize with the pain.”
Patients feel that they bond with pharmacists when they have small talk with pharmacists.
It's important that pharmacists clearly identify the customers' needs and adequately suggest what they wants.
Pharmacists want to meticulously manage counselings, however it is impossible to perfect the work because it is time consuming.
Opportunities
✓ Unlike current patient management tools, PharmaLine records the phone consultations and provides the users with a copy of the script. I think this drives users to feel more secure when following the my instructions. ✓ When I saw the prototyping, it is worthy to read recorded questions the patient asked and my previous answers.
Context study
I learned that specific information about medicine should be mentioned
To obtain more professional insight, I observed how the pharmacist uses other medical tools. I could closely analyze a medicine order program and a prescription platform, which cannot be opened because of personal information. During this process, I discovered what was the most important medical information used for prescribing medicine to customers. Here is the important information that must be written when marking a medicine. ㆍManufacture company ㆍPhysical forms such as capsules ㆍCapacity of medicine by unit
Problem
Deficiently formed phone call counseling has caused inefficiencies and risks
The fundamental problem was separation of digital counseling and offline recording.
1
Unlike hospital, where everything is automatically recorded, pharmacists should record the phone counseling in person.
2
It is more demanding for pharmacists to fully empathize and form a sturdy rapport with patients over the phone than in person.
3
Telephone counseling is probable to be deficient in gathering patients' information, leading to unexpected medical accidents.
Solution
Integrating customer management tools
Phone call and counseling history are connected into one screen, quickly manage the customer’s medical situation.
Providing counseling guidance
Counseling manual from AI analyzation is provided to improve pharmacists' work performance.
Enhancing interpersonal skills
To foster strong rapport with customers, conversation subject or questions are recommended based on the past dialogue.
Service
The best digital counseling assistant for pharmacists
Focusing on the pharmacy's counseling and customer management, PharmaLine provides a convenient and streamlined workflow.
1. Unified channel
Users can work continuously by integrating and managing scattered customer data in one channel.
2. Reliable assistant
By adequate recommendation, users feel confidence in the professionalism of the consultation.
3. Intimate relationship
Detailed information about past counselings is the best source to form rapport with patients.
