COVID-19 PCR HOME COLLECTION

PROCESS DOCUMENT
Inside
Purpose of the document
Stakeholders
PCR Centers
Duty Rosters
Resource Locations
Collection Tray (Barcode Printers & Android Tablet)
Primary Enquiry Form
Lead Sources
Call Center Process Flow
Responsibility Meter
Final Outcome
Purpose of the document

Developing standard process and guideline to improve quality of process and promote home collection of COVID-19 PCR Test.

Stakeholders

Call Center Agents Resources working in call center department / primarily responsible for answering 800 7400.
Ordering Agents /
Front Office Responsible to create & manage Orders in Al Hasana, Insta and RH Custom app.

Can be called as Driver or transportation assistant who commute clinical nurses between collection point
Collection Agent
and PCR Centers.
Registered nurse is the primary resource and responsible to collect the Covid-19 PCR samples from
Clinical Nurse
customers. Also, responsible to follow safety protocols as published by health authority.
Operation Process drivers and responsible resources for end-to-end activities / Process success team.
Information Key resource in providing digital solution and assist operations on the dashboard, order performance,
Technology Reports etc.
Sales & Marketing Generate leads through various source and responsible for converting lead into prospects/customer.
Finance Revenue booking, MIS and Audits.
Define PCR Center

PCR Center is the designated points where Order Agents, Collection Agents & Clinical Nurses will be reporting to operations as per
defined duty roster.

Right Health PCR Centers as follow:

1. Karama Medical Center, Al Khail Gate, Dubai.
2. Karama Medical Center, Jumeirah Village Circle, Dubai.
3. Karama Medical Center, Burjuman, Dubai.
4. Right Health, Abu Dhabi.
5. Right Health, Al Ain
{List of centers will be decided by Operation heads, above list will be subject to modify}

Define Duty Rosters

Duty Rosters will be defined by Operation team followed by respective heads acceptance and the same will be notified to the
resources. Operation team owns responsibility of reserve backup resources, amendments in rosters etc.
Resource Locations

Resources Location
Call Center Agents Call Center (KMC Al Khail Gate, Dubai)
Order Agent / Front Office PCR Collection Centers
Collection Agent / Driver PCR Collection Centers
Registered Nurses PCR Collection Centers
Operation Across RH entities
IT Support Center
Sales & Marketing Across RH entities
Finance Support Center

Output:

Assign Resources to
Start Define PCR Center Create Duty Roster End
the Center

Process Owner: Operations

Collection Tray

Collection Tray to be placed in all PCR Collection Centers; Collection tray contains:-
1. HASANA sample collection barcode
2. Insta Credit Bill
3. Lab submission report (Contains Insta MR No., HASANA ID and Other mandate details. Sample Collection time will be filled manually by
Registered Nurse)
4. Copy of Lab submission report – To be signed by Collection agent and submit to Front Office for internal reference.

Note: Orders to be processed as a batch. Batch contains minimum 1 order to max 5 orders.

Barcode Printer

Barcode printer access to be enabled for Order agent / Front office.

Android Tablet

Android tablet with data to be provided to Collection Agent (driver) / Registered Nurse.
Define Primary Enquiry Form

Primary enquiry form contains mandatory fields which qualify the order confirmations. This form will be published in all sources
which connect to the operation in order to manage the requests from customers. Fields as follow:-
1. First Name & Last Name or Full Name
2. Date of Birth
3. Emirates ID / Passport Number
4. Nationality
5. Mobile Number (Valid UAE contact number)
6. Email Address (optional)
7. Home Address (Door No., Floor, Building name, Landmark, Area, Emirate)
Additional fields for Call Center:
8. Preferred date & time for sample collection.
9. COVID-19 PCR Sample Collection (Multiple)

Source
Request for sample collection can be received from various sources such as:
10. Toll Free – 800 7400
11. Social Network (Landing Page) – Facebook, Instagram, Twitter, Others
12. Right Health Website
13. Internal Reference
14. Primary Sponsor Reference
15. External Agents – Hotels & Serviced Apartments, Travel Agents
16. Corporates & Camps etc.
Enquiry Form

Enquiry landing on RH form will be notified to the distribution group through email. Distribution group contains resources from
various departments such as, Operations and Nursing.

Toll Free – 800 7400

Landing Pages
• Facebook
• Twitter
• Instagram Distribution Group
• LinkedIN pcr@righthealth.ae
• Google
Members:
Agents
• Hotels Order Agents, CC
• Serviced Apartments Ms. Khaya
• Travel Agents Mr. Sachin SE
Mr. Sumeet
Insurance Providers
Mr. Sunny
Corporates
(Illustration Purpose) Mr. Mithun
Mr. Vinay
Call Center – Toll Free

This slide will describe the process in detail about calls landing in toll free for requesting COVID19 PCR Home Sample Collection.

Call Center agent will update

Toll Free – 800 7400 Call Center Agent
the enquiry form and submit
Landing Pages
• Facebook
• Twitter
• Instagram The submitted form will be
• LinkedIN notified to Order Agents
• Google
Agents
• Hotels
• Serviced Apartments
Process End
• Travel Agents
Insurance Providers
Corporates
Ordering Agent / Front Office

Ordering agent will register patient in Hasana & Insta followed by adding services in Insta Order screen and generate bill.

Toll Free – 800 7400

Call Details Confirm
Ordering Agent / Front Office
Customer Verifications Orders
Collection Agent

Registered Nurse
Register Patient Register Patient
Lab Submission in Insta in HASANA app

Create Order Generate

Barcode
Generate credit
bill END

Important: Order Agent / Front Office will assign Orders to the Collection Agents (Assigned to the Centers)
Outcome of this process will be – PCR Sample collection barcode from Hasana App & Insta Credit bill.
Collection Agents: Driver & Registered Nurse

Toll Free – 800 7400

Ordering Agent / Front Office

Accept Notify
Collection Agent Collect
Orders Customers
from Front upon their Samples
Registered Nurse
Desk Arrivals
Lab Submission Collect
Exit the Payment
premises (Resource
TBD)

Outcome of this process will be – PCR Sample collection & Payment Collection (Cash only).
Lab Submission

Toll Free – 800 7400

Ordering Agent / Front Office

Collection Agent

Registered Nurse
Driver will Deliver the
Acknowledgement copy of the lab
Lab Submission Generate Lab Sample to
submission to be sent for Operation
Submission Laboratory
verifications.
Form

Outcome of this process will be – Successful submission of the sample in laboratory.

 RIGHT HEALTH IT PROCESS FLOW
Benefits
Primary Enquiry Form can be used for other service requests. This will help operations to convert the leads as Patient.
Call Center Agent
RH Fusion App
Call Center will be capturing
following information:
1. Patient Full Name
2. Date of Birth
3. Emirates ID / Passport No.
4. Nationality
5. Phone Number
6. Email ID (Optional)
7. Address Detail (Door No.,
Building Name, Floor, Area,
Emirate, Landmark)
8. Service Details
9. If Collection: Single or Multiple
Order Agent / Front Office
Insta & Hasana
Order Agent / Front Office will
receive the details from call center
through email. Then they will
registered the patient in both Insta
& Hasana App.
1. Insta : Registered as Outside
Patient.
2. Insta : Create Order – Add
Services
3. Insta : Generate Credit Bill
Hasana App – Register the patient.
• Generate Barcode
Generate Lab Submission Form
(Manual)
Collection Agent & Registered
Lab Submission
Nurse
Insta & RH Fusion App
Collection team will be notified on Driver will deliver the samples to
the Order Generation (No System laboratory.
communication, manual 1. Copy of acknowledgement will
notification) be shared with Operations.
1. Orders can be picked from
Order Tray (which kept in PCR
Centers)
2. Android Tablet with data
provision will be provided to
Collection agent / Nurse to
update Sample collection
status.
Responsibility Meter

Call Center Agents Order Agents / Front Office Collection Agent / Driver Registered Nurse

Low Medium High Low Medium High Low Medium High Low Medium High

MEDIUM HIGH HIGH HIGH

Operations Information Technology Sales & Marketing Finance

Low Medium High Low Medium High Low Medium High Low Medium High

HIGH HIGH HIGH LOW

 Final Outcomes

Call Center Front Office / Order Registered Nurse Driver / Collection Operations IT
Agent Agent
1. Submission of 1. Patient 1. Update Sample 1. Copy of 1. Manage Rosters 1. Provide TAT
Enquiry Form Registration in Collection time acknowledged Lab 2. Assign Resources report for each
(RH Fusion App) Hasana App in Lab submission sheet. to PCR steps.
2. Patient Submission (For Operation Collection 2. Provide
Registration in Sheet review) Centers Dashboard for
Insta 2. Update Sample 3. Reconcile Orders Operations to
3. Insta Bill Collection Status vs Lab monitor the
4. Sample in Insta Submission. status of orders
Collection 3. Collection of 4. Ensure payment (End-to-End)
barcode Payment deposited to
5. Lab Submission (Resources TBD) Front office /
Sheet order agent
5. Daily Report to
management
INSTA – Outside Patient Registration
INSTA – Outside Patient Registration | Additional Information
 HASANA Lab Submission Report

KARAMA MEDICAL CENTRE,AL KARAMA - COVID PCR SAMPLE SUBMISSION FORM

Submitter information For Laboratory Use only

Hospital/Clinic/Lab/Client/Facility Name Karama Medical Centre,Al Karama Date of Sample Receipt
Sample collected by Karama Medical Centre,Al Karama Sample received by
Total no. of sample submitted: Time of Sample Receipt
Date of sample submission:
*Follow the given format
*Fields in red are mandatory

COLLECTION DATE AND AI (Additional

SN SAMPLE ID RACK NO. EMIRATES ID MRN PATIENT FULL NAME BIRTHDATE GENDER
TIME
PASSPORT NUMBER NATIONALITY HASANA ID
Identifier)
Mobile Number Email (To send the reports) TAT

1 12 hours
2 12 hours
First Look of RH FUSION APPLICATION
First Look of RH FUSION APPLICATION
First Look of RH FUSION APPLICATION
First Look of RH FUSION APPLICATION
 Q&A

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