Digital Thinking & Innovation

CT109-3-1

GROUP ASSIGNMENT

TECHNOLOGY PARK MALAYSIA

DIGITAL THINKING & INNOVATION

NAME STUDENT ID

ARIEL LUKE FERNANDEZ TP062420

DERRICK LEE KAM WENG TP060395

RIN MURAKAMI TP061335

BRENDAN LIM HUI TAK TP062656

CAO CHAO TP061926

Lecturer: Khurshid Abdul Jabbar

Intake Code: APU1F2009IT

Module Code: CT109-3-1

1.0 Introduction 3
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1.1 System Limitations 3

2.0 Proposed Solutions 6

2.1 Introduction to Proposed System 6
2.2 Objectives 6
2.3 Proposed System Deliverables and Screen Design 7
2.3.1 Search for doctor 8
2.3.2 View previous records and consultations 9
2.3.3 Teleconsultations 9
2.3.4 ePrescription and Billing 11
2.3.5 Option for an interpreter 12
2.4 Flowchart 13

3.0 Existing Systems Review 14

3.1 Search For Doctor Function 14
3.2 Secured Electronic Patient Health Records 15
3.3 Teleconsultation 16
3.4 e-prescription & Billing 17
3.5 Language & Interpreter Option 18

4.0 Conclusions 20

5.0 References (Harvard Style) 22

Appendix 23
Appendix A 23
1. System Manual 23
1.Introduction 23
1.1Who can Benefit from this system? 23
1.2 Key features of the system 23
2.Using the system 24
2.1 Homepage 24
2.2 Doctor Search Bar 24
2.3 Patient Homepage 25
2.4 Documents 26
2.5 Appointments 26
2.6 Teleconsultation 29

Appendix B 31
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1.0 Introduction
NSCMH was founded in 1932, it is a non-profit Private Medical Center that is located in
Negeri Sembilan. As the first private hospital in Negeri Sembilan, it provides affordable private
medical care for local Malaysians and also provides patient support. New buildings were built
and new equipment and H.I.S/ IT systems were installed in the center to enhance their services.
The uplift of the new buildings were completed in late 2011 and re-opened in November 2011.
With the new face lift, NSMCH aims to move forward with a new strategy which sets out a road
map to build on the aim in achieving excellence in the provision of private healthcare.

The objective of NSCMH is to provide excellent and efficient medical care to the public
at affordable costs. The vision of NSCMH is centered on providing excellent and efficient
services and also delivering high quality comprehensive services with compassion and
competence. The mission of NSCMH is committed to assist patients to improve their high
quality of life, through a committed professional team

1.1 System Limitations

1. Limitation 1: Secured Electronic Health Records (Brendan Lim - TP062656)
a. Patients are not able to access or view their records at NSCMH Medical Centre
except by physically going to the hospital. There is no secure patient portal
prepared by the hospital.
2. Limitation 2: Teleconsultation (Derrick Lee Kam Weng - TP060395)
a. Given the Covid-19 pandemic, there is not an option for patients to have a video
consultation with their physician. The only option for patients/would-be-patients
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is to drive to the hospital for consultation which increases the risk of contracting
the virus.
3. Limitation 3: Language & Interpreter Option For International Patients (Rin Murakami -
TP061335)

a. A portal for international patients is there, however there is no option to change

the language of the page. Furthermore, an option for an interpreter to be present
online is unavailable when consultations occur as some international patients
could struggle to converse in English.
4. Limitation 4: Electronic Prescriptions (Cao Chao - TP061926)
a. Electronic prescriptions (e-Prescriptions) are not utilised with the only option for
patients is still a physical prescription that must be obtained from the physician.
5. Limitation 5: Doctor Search Bar For Patients (Ariel Luke Fernandez -TP062420)
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a. There is currently a search bar for patients to find the doctors they wish but it is
not directly on the homepage, making users go through two web pages before
reaching the search bar. Furthermore, the search bar only allows doctors to be
searched by their names which can be confusing for those users unfamiliar with
the hospital and its medical staff. There is no option to search by speciality or by
using keyword search.
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2.0 Proposed Solutions

2.1 Introduction to Proposed System

The proposed system is an overall solution to the limitations discussed by the group. It aims to
improve the communication between the patients/customer and the healthcare providers. This
will enable the customer satisfaction level to increase exponentially and ease the visitation and
consultation process.

The system will allow patients to create individual accounts which will then be updated
by the healthcare centre whenever they visit. This will ensure that the patients are constantly
updated about their health conditions at all times. Furthermore, as the team of researchers values
the mutual trust between the patients and healthcare providers for a more efficient and effective
treatment, this system will also provide a platform that is transparent to the patient where they
will be able to view all patient’s clinical records in this hospital.

As the ongoing Covid-19 pandemic intensifies, citizens will be reluctant to visit any
hospitals/clinic for the fear of contracting the disease, hence providing a platform for an online
consultation (Teleconsultation) will definitely be beneficial to both parties especially in the
current period. The system will also be able to provide an electronic prescription (ePrescription)
and also a delivery service for the medication to ensure that the patients would not have to bear
any unnecessary risk. Malaysia is gradually shifting its focus towards “Medical Tourism”, it
would make sense for the current healthcare webpages to adapt to this change. Hence, adding an
option for an interpreter through an online booking will ensure a future proof design which will
be inclusive to both local and international patients who will be visiting.

2.2 Objectives
1. Enable customers/patients to search for a doctor through their symptoms. E.g.
Headache, flu, cough.
2. View records of previous consultation/visit online
3. Provide a platform for online consultation
4. Provide and deliver prescription online
5. Option for a medical interpreter for international patients through online bookings
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2.3 Proposed System Deliverables and Screen Design

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2.3.1 Search for doctor

BEFORE

AFTER

The group added an option to search for a desired or suitable doctor for the patients. The
search for a doctor can be either through their name, specialized field, or any
keyword/illnesses related to them.
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2.3.2 View previous records and consultations

The current system for NSCMH does not present a choice or any database for their patients to
view their records online.

2.3.3 Teleconsultations

BEFORE
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AFTER
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The teleconsultation feature requests information from the patient before the session
begins. These questions includes purpose of the call, current medication as well as
allergies

2.3.4 ePrescription and Billing

After the session, the user will then be directed to the Billing Page where the
ePrescription will be as well.
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2.3.5 Option for an interpreter

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2.4 Flowchart
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3.0 Existing Systems Review

3.1 Search For Doctor Function

(Source : NSCMH Medical Centre)

NSCMH Medical Centre “Search for Doctor” function has its limitations with users only being
able to search for doctors/specialists by name. This would function well for those patients who
have been/frequently visited the hospital and are familiar with the doctors. However, for those
first time visitors to the NSCMH website, this could be quite confusing and unhelpful as they
would not know what these doctors' specialties are. Furthermore, the search bar is not located on
the homepage but visitors must go through two web pages to reach it.

(Source : Sunway Medical Centre)

As for the solution, a number of healthcare organizations were researched to find a function to
overcome the limitation that is present within the “Search For Doctor” bar in NSCMH. The
solution originated from the Sunway Medical Centre webpage. First and foremost, the search bar
is immediately noticeable as it is right below the banner which allows users to immediately
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search for doctors. Furthermore, the search bar used by Sunway Medical Centre is extensive as it
allows visitors to search for doctors via their specialities, name and even by symptom &
keyword. This allows visitors to obtain information on doctors via four methods which is
effective and efficient especially allowing the use of keyword and symptom search given that
some of the specialities have bombastic words which not everyone would know or understand.

As such, NSCMH Medical Centre should adapt this more extensive yet simple solution for
“Search For Doctor” functionality from Sunway Medical Centre to ease patients searching for a
physician of their choice which would especially helpful to potentially new patients.

3.2 Secured Electronic Patient Health Records

Given the Covid-19 pandemic, it would be beneficial for patients to have a secured patient portal
to allow patients to view their medical records as this would be the first step to allowing patients
and doctors to have online consultation.This would also allow patients that belong in the high
risk group to avoid the risk of being exposed to the virus as well as those who are unable to leave
their homes due to medical conditions to still have a consultation with their doctors and see their
health records updated so they are up to date with their diagnosis and medications that are
prescribed.

(Source : Doctor2U.my)

The solution was inspired by the mobile application called DOCTOR2U, a medical healthcare
application that allowed its users to consult doctors and keep their medical records securely
within the application.
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3.3 Teleconsultation
Given the Covid-19 pandemic has hit Malaysia and other countries, hospitals have introduced
teleconsultation options for patients to allow them to have consults with their doctors/specialists
without having to leave the safety of their home. This is especially beneficial for those who
belong in the high risk group such as those above the age of 60 or have a health condition like
diabetes, lung or heart disease and conditions that affect the immune system (World Health
Organization, n.d)

(Source : NSCMH Medical Centre)

However, this is not the case with NSCMH Medical Centre where there is no option for
teleconsultation, with patients having to set an appointment and visit the hospital.

(Source : Sunway Medical Centre)

Sunway Medical Centre is providing tele-consultation for their patients with no charges while
also offering free delivery for medication.
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(Source : Pantai Hospital)

While Pantai Medical Centre has a section called eHealth which includes eHealthChat that is
available for everyone and allows for a free 10-minute video or voice call on medical advice and
general wellness. The other part of eHealth is their eHealthconsult which is for followup patients
with a 30-minute video consultation with medications being delivered right to the patients
doorstep if they wish it. Medical receipt and medical certificate (MC) are also available.

This simple yet effective feature in hospitals helps protect patients from Covid-19 by keeping
them safe in their houses and never having to physically enter the hospital to visit their doctors.
Furthermore, it is also beneficial for those who have medical conditions that prevent them from
leaving their houses such immunocompromised,paralysis and heart or lung conditions.

3.4 e-prescription & Billing

NSCMH Medical Centre has all prescriptions and billing still on paper. They require patients to
pay physically after a consultation, either by cash or debit/credit card as well as collect their
prescriptions from the nursing station after a consultation to collect the medications from the
pharmacy. There is no flexibility on this limitation. However, with the inclusion of e-prescription
and e-billing, this would be the solution to this limitation.
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(Source: Pantai Medical Centre)

This solution is used in Pantai Medical Centre as part of their eHealthConsult where patients can
get a 30-minute video consultation with diagnosis and medical prescription. It is also used in the
healthcare application, DOCTOR2U where doctors provide e-prescriptions to patients and send
the prescriptions to the pharmacist.

Furthermore, having the option of e-billing would greatly ease the payment of patients. This
would be the following steps once a secured patient health portal and teleconsultation services
have been established. This would complete the online consultation ecosystem.

3.5 Language & Interpreter Option

NSCMH has a portal for international patients that provides answers for FAQ’s which is highly
useful for foreigners. However, there is no option to change the language of the page to other
languages used in Malaysia such as Bahasa Malaysia, Mandarin or Tamil as well as other
commonly used international languages.
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(Source : NSCMH Medical Centre)

As such, in order to make the site more accessible to international patients who are not proficient
in the English language, the clear solution would be to have an option to change the language of
the webpage as can be seen in the webpage of Pantai Hospital. This would encourage
international patients to continue on the site and discourage them from leaving the site.

(Source : Pantai Medical Centre)

Furthermore, there is also no option to connect potential international patients to interpreters in

order to help them better communicate with the doctor/specialist which so far is not seen at any
of the local private hospitals. This would allow international patients who are uncomfortable
conversing or not proficient in the English language to overcome that barrier to ascertain
treatment from the doctor/specialists.

This is the reason behind our recommendation to include options to translate the page and to
include an option for an interpreter for international patients.
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4.0 Conclusions
In conclusion, after a period of analysis on the system that NSCMH Medical Centre employs on
their website, a number of limitations were identified by the researchers which were lack of
secure health records, absence of teleconsultation and e-prescriptions, lack of language and
interpreter options in the international portal, underdeveloped doctor search bar function. In
order to overcome these limitations, the researchers conducted extensive evaluations on the
system that are used by other hospitals and medical centres in Malaysia.

The team of researchers believe that the additions of the new features to the system such as the
introduction of secured patient health records, teleconsultation option and e-prescriptions are
crucial additions during this Covid-19 pandemic and in the long run which can help patients are
immobile, bedridden or lacking the means to transport. The upgrades of the existing systems into
the international patient portal to include a language and interpreter options as well as more
extensive doctor search bar function would be beneficial to patients for both old and new to the
hospital.

With these five functions, the research team believes the hospital will be able to run more
efficiently and improve their patient care substantially while also improving the line of
communication between doctor and patients. Furthermore, these new functionalities would put
NSCMH Medical Centre on par with the other more established hospitals. From the patient care
perspective, patients or even potential ones are able to communicate and consult doctors without
any restriction.
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5.0 References
1. Doctor2U (n.d.). Doctor2U. [online] Doctor2U. Available at: https://doctor2u.my/.
2. https://www.sunwaymedical.com (n.d.). Sunway Medical Centre - Top Private Hospital
in Malaysia. [online] www.sunwaymedical.com. Available at:
https://www.sunwaymedical.com/ [Accessed 18 Jan. 2021].
3. NSCMH (n.d.). Our Brand. [online] NSCMH MEDICAL CENTRE. Available at:
https://www.nscmh.com.my/our-brand/ [Accessed 18 Jan. 2021].
4. Pantai Medical Hospital (2021). [online] Pantai.com.my. Available at:
https://www.pantai.com.my/kuala-lumpur [Accessed 18 Jan. 2021].
5. World Health Organization (n.d.). COVID-19 High risk groups. [online] www.who.int.
Available at: https://www.who.int/westernpacific/emergencies/covid-19/information/
high-risk-groups.
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Appendix
Appendix A
System Manual

1.Introduction

This system is an online platform for connecting patients and doctors privately and
safely. Using this system, patients can receive more efficient and effective medical care through
the internet.

1.1Who can Benefit from this system?

● International patients
● Patients who regularly visit the hospital
● High-risk groups for Covid-19

1.2 Key features of the system

● Doctor Search Bar For Patients

● Secured Electronic Health Records
● Teleconsultation
● Portal for International Patients
● Electronic Prescriptions
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2.Using the system

2.1 Homepage
● Launch NSCMH MEDICAL CENTRE homepage via Internet browser

2.2 Doctor Search Bar

● How to Search for doctors through keywords?

Select doctor’s specialties, name, or

type in keywords to search for
doctors
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2.3 Patient Homepage

● How to login to the patient homepage?

Click on Patient’s portal

a)Enter your username and password,

then click SIGN IN

b)If you visit the patient portal for

the first time, you need to click
CREATE ACCOUNT and register
your information.

Once you signed in successfully , you

will see your own homepage
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2.4 Documents
● How to search for your health record?

Click Documents on the patient

homepage

a)Click View Clinical Record to watch

your documents resulting from medical
visits, hospital admissions, test results
and scans

b)Click View Medicines Information to

watch prescription record

2.5 Appointments

● How to make physical appointments?

Click APPOINTMENTS
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Select Physical Consultation

Select a hospital, specialty, and a doctor,

then click Select Date

a)Select date, time, and preferred

language, then click CONFIRM

b)If you need an interpreter to help

communication between you and doctor,
place the check mark to question7
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Once you made an appointment successfully , you will see this page

● How to confirm your appointment?

Click APPOINTMENTS or Go
back to appointments
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You can confirm your appointment

information

2.6 Teleconsultation

Click Teleconsultation

Fill in the form, then click Search for a

doctor
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Available doctor will be shown up, and

you can start teleconsultation

● How to get a diagnosis and a prescription?

Click Proceed to summary and payment

a)You will see your diagnosis and

prescription

b)Place the check to Acknowledgement,

then click Confirm
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Appendix B
Name Task / Description / Responsibility Signature

Ariel Luke Fernandez Existing Systems Review LUKE FERNANDEZ

System Limitations

Brendan Lim Hui Tak Introduction BRENDAN

Appendix B
Systems Limitations

Cao Chao Conclusion CAO CHAO

Systems Limitations

Derrick Lee Kam Weng Proposed Solutions DERRICK LEE KAM

Systems Limitations WENG

Rin Murakami Appendix A RIN MURAKAMI

System Limitations