A virtual consultation platform that allows eligible patients access to a medicinal cannabis service.
Canwell Australia.
With medicinal cannabis obtaining legal status in Australia, a growing number of Australians are turning to it to complement or replace 'conventional' medicines. Canwell Australia was launched in July 2021 to deliver private and secure telehealth sessions to Australians seeking high-quality, ethically-sourced, and fairly-priced medicinal cannabis.
The platform needed to both educate on the benefits of medicinal cannabis, as well as provide easy access to doctors specially trained in plant-based medicine. Doctors will then submit eligible prescriptions to the governing body for approval on behalf of the patient, and, when approved, send to the pharmacy for payment and delivery straight to their door.
The challenge.
The challenge with any medical service is around the complexity of the workflows. The following provide just a few of the considerations: the need to offer both referred and non-referred appointments; the need for doctors to sight referrals when relevant - and reject the appointment if the referral isn't valid; the need to place a hold on the patient's credit card until the time that the appointment has been had; and the need to manage referrals in different ways depending on who cancelled the appointment - and when.
Both doctors and patients must have accounts, in order to ensure the privacy of the consultation notes and any prescription that may be given. All data and information must be kept for auditing purposes, but in an extremely secure fashion in line with medical record requirements.
To handle the complexity of service delivery, but also to enable easy content management, a complex architecture of services was needed.
The solution.
As a telehealth startup, in a complex and only recently legalised area of medicine, the solution had to be envisaged from the ground up.
Extensive research and requirements gathering were undertaken, to inform a Definition phase focussed on an educative, engaging, and simple customer experience. User journeys were mapped for the two key doctor and patient audiences, with variants developed for different stages of engagement.
Given the complexity of the service, for MVP (Minimum Viable Product), the doctors were onboarded outside of the platform. That made it easy for us to focus on the patient and their user journey. We needed to be very clear on how the service worked, why medicinal cannabis should be considered, and what would make them eligible (or not) for the products that may be prescribed. We then needed to make it easy for them to register and book in with a doctor for a consultation.
The solution was to use best-of-breed microservices, with Kentico Kontent at the core for the authoring experience. The following platforms were integrated:
- Twillio for audio, video, chat, and sending SMSs
- Cronofy to link doctors' calendars and display available time slots for patients to book appointments
- Merchant Warrior for payment processing
- SendGrid for the sending of emails
For launch, a large number of complex requirements were answered, including:
- Three appointment types: one for referred, one for non-referred, and one for returning, which is only available after an initial consultation has been had.
- New patient form that must be completed prior to booking an initial consultation.
- Holds placed on credit cards for the appointment amount until after the consultation has been had.
- Ability for doctors to produce and review session notes, whether they are the resident doctor or not.
- Invoicing workflows: doctors' payments are calculated based on the number of sessions held in the month, taking into account cancellations and the time prior to the appointment that it was cancelled.
- Approval workflows where prescriptions are sent to an approving body prior to being sent to the chemist for fulfilment.
Services performed:
- UX research and design
- UI design
- Technical consulting, architecture and development
- Content creation
- Ongoing support and performance optimisation
- Transformation strategy
- UX strategy
- Content strategy
- Data strategy
- SEO strategy
- Growth strategy
- Online advertising, including PPC and social
- Lifecycle marketing
Strategy.
Development.
Marketing.
