Connected Care Support for Members

You can log in using your Discovery digital ID. Registration is not available in the initial release.

The dashboard is the first screen you land on after successfully logging in to

Connected Care. All the actions and features you can use are on the dashboard.

Cards are the blocks with specific notifications on your dashboard. These cards are dynamic (change as necessary) and they are unique to each user.

All cards have a priority rating, which control where they on your screen and how big they are. The higher the priority of the alert or notification, the greater emphasis we place on the card.

You can dismiss some cards, while others are fixed to the dashboard as shortcuts or widgets.

To log out of the application, you must tap or click the profile icon to bring up the menu that has the Log out button. You will automatically be logged out of the application if you have not done anything on it for 15 minutes

You can use the Find a healthcare professional feature to find and contact a doctor, dentist, pharmacist or hospital to attend to your healthcare needs. You can find the best healthcare professional by using:

• A suggestive auto-complete keyword
• Location search
• An interactive map

This feature looks a lot like the Find a healthcare provider feature on the Discovery corporate app and website. Discovery Health Medical Scheme members may already know how to use it.

A keyword search that makes suggestions and auto-complete words, allows you to get the most relevant results.

Find a healthcare professional - Search bar

Find a healthcare professional - search location

Users can call any doctor or facility directly from Connected Care

Find a healthcare professional - Doctor profile

Find a healthcare professional - Hospital profile

The online consultation feature is the audio-visual healthcare experience Connected Care offers

Doctors who use the provider platform web application can start consultations with patients who use Connected Care. In this process, you must accept the phone call from the doctor as it comes through on your dashboard.

If your video is on after you have accepted the VC phone call, you will see a feed of both the doctor's video and your own (in a smaller window). You will see the VC controls at the bottom of the screen, such as a toggle for:

• Video feed
• Microphone
• Speakers
• A button to access the text chat

Virtual consultation - Video on

Virtual consultation - Video off

Virtual consultation - Larger screen

After entering the text chat, you can:

• Read the messages the doctor sent
• Send a message of your own
• Send an attachment

To return to the video feed, you can simply tap or click the Back button.

Virtual consultation - Text chat

When you click the red End call icon, you will get two options:

1. To end the call
2. To cancel the action and join the call again

If you have connection problems, the device will try to reconnect you to the VC call.

Connected Care has integrated with TytoHome point-of-care devices so we can use the healthcare-provision abilities of the software and hardware. This is to give doctors and patients who are involved in virtual care, a better user experience.

With TytoHome, a doctor can examine your heart, lungs, throat, ears, skin, abdomen, heart rate and body temperature, and diagnose and treat many of the most common conditions, such as:

• Ear infections
• Colds and flu
• Fever
• Headaches
• Eye irritation
• Congestion
• Speakers
• Sinus pain
• Sore throat
• Coughs and upper respiratory issues
• Bug bites and rashes
• Constipation and stomach aches

The doctor can also use TytoHome to monitor your chronic conditions and to monitor your health after surgery or a procedure.

You can access TytoHome actions through the home screen. Through this card, you can register a new device and manage devices that are currently registered.

We show the default card when there is no TytoHome device on your profile. When you:

1. Click on Register device a setup wizard will launch in the app
2. Select Find out more you will go out of the app to a webpage (www.discovery.co.za/medical-aid/tytoHome) where you can buy a TytoHome device

TytoHome setup wizard

To register a TytoHome device, you must click the Register device button on the TytoHome card on the dashboard. This will launch a setup wizard which walks you through the registration process.

Setup wizard page 1 - Welcome

Setup wizard page 2&3 - Turn on device and how to pair

The app will ask you to choose your preferred network connection method.

Setup wizard page 4 - Select network type

If you choose Wi-Fi, you must enter your Wi-Fi network name (SSID) and associated password.

Setup wizard page 5A - Wi-Fi name

If you choose hotspot, the app will guide you through how to turn on the hotspot before it asks you for the hotspot name and password.

Setup wizard page 5B - Turn on hotspot iOS

Setup wizard page 5B - Turn on hotspot for Android

Setup wizard page 6B - Hotspot name

After entering the network name and password, you must scan a generated QR code to complete the registration.

Setup wizard page 8 - Show QR code

Setup wizard page 9 - Scan QR code

After scanning the QR code, the device will run a connection test and give you the result. Depending on the result, the app will show either a success or failure screen. If the registration was unsuccessful, you can restart the wizard

Setup wizard page 10A - Successful registration

Setup wizard page 10B - Unsuccessful registration

After you have registered the device using the TytoHome setup wizard, the card dynamically changes to show that a device has been registered. You then have the option to either test the device's connection or to manage the device. You must test the connection of your device before the consultations in which you want to use the device

Setup wizard page 10B - Unsuccessful registration

If you test the device's connection, you will get one of two screens, depending on whether the connection test was successful or not:

Setup wizard page 10B - Unsuccessful registration

Setup wizard page 10B - Unsuccessful registration

If you click on Manage device, you will get the following TytoHome features:

• Test connection
• Delete device
• Link to the trouble-shooting guide on the TytoHome website

You will not be able to see any available appointment slots because of the following reasons:

• The doctor's diary has been fully booked
• The doctor has booked time off and is unavailable for a certain period

Connected Care online consultations are not intended for use in medical emergencies. If you experience a medical emergency, please call your local emergency services or go to the emergency room of a nearby hospital or medical clinic.

Connected Care online consultations are commonly used by customers looking for doctors' help addressing the following health issues:

• Abdominal pain
• Acute bronchitis
• Acute conjunctivitis
• Acute cystitis
• Acute pharyngitis
• Acute sinusitis
• Allergies
• Asthma (stable/non-emergency)
• Athlete's foot
• Back pain
• Bee sting
• Bladder infections
• Cellulitis (skin infection)
• Cold
• Cough
• Diarrhea
• Dry scalp
• Dry skin (eczema)
• Eye irritation
• Fever
• Genital lesions
• Hay fever
• Headache
• Heartburn (Gastroesophageal reflux disease, or GERD)
• Influenza
• Lab interpretation
• Lice
• Nasal congestion
• Nausea
• Nosebleed
• Painful urination
• Pink eye
• Poison oak or poison ivy
• Rash
• Respiratory infection
• Rolled ankle
• Scabies
• Seborrheic dermatitis (dry scalp)
• Skin infection
• Sports injuries
• Strep throat
• Travel medicine
• Upper respiratory infection
• Yeast infection

Always call your local emergency service immediately if you think you have an emergency. For example, go to an emergency room at once if you, or someone close to you, experience any of the following medical issues:

• Chest pain or pressure
• Convulsion or seizure
• Difficulty breathing
• Mental health, behavioral health, addiction issues
• Moderate to severe burn
• Pain medication overdose or reaction (narcotics)
• Poisoning
• Serious head, neck, or back Injury
• Serious limb impairment or broken bone
• Significant, uncontrolled bleeding
• Suicide ideation
• Unconsciousness
• Any other critical or life-threatening situation

Members do not have to pay to access the Connected Care platform. However, members will be charged for online consultations and this will be paid from their day to day benefits.

Yes. However, you will need to use your Discovery website or app login credentials. A consultation may be held with a minor but only when facilitated through the parent or guardian's Connected Care profile.

This is because Discovery currently limits access to adults, so for now it is not possible for anyone under the age of 16 years to register for a website account.

However, the online consultation doctor will bill the patient they've consulted with in the standard way. They will use the details of the dependant who had the consultation.

The regulatory environment for telehealth in South Africa requires that Discovery Health (Pty) Ltd follow a number of guidelines to ensure these regulations are met.

The Health Professionals Council of South Africa stipulates that a patient may only hold a telehealth consultation with a doctor with whom they have an existing relationship. To make sure that we meet this, Discovery Health reviews the claims made over the past 36 months and matches these to the provider.

This helps make sure that a pre-existing relationship exists between you and the available doctors on Connected Care, meaning that you have been seen by these doctors before. To ensure data privacy, a member is asked to grant consent for the doctors to view their electronic health record (EHR). Finally, the doctor and member need to be registered on the Connected Care platform.

Although these criteria seem time-consuming, it is vital that Discovery Health follows the guidance of the professional bodies and ensures that data privacy is maintained. If these criteria are met, a member will see the doctor listed in their care team and be able to schedule a consultation with their doctor.

If the doctor is not registered on the Connected Care platform, members will have to have a conversation directly with their doctor to ask them to join. The doctor can then access Connected Care through HealthID.

During this time of social distancing and the country being on lockdown, online consultations offer an alternative consultation method to both members and doctors which limits risk of exposure to the virus. It also enables doctors to review symptoms and ensure that only patients with valid medical reasons enter medical facilities. This minimises the unnecessary load on medical centres.

Discovery Health has also ensured that doctors on the virtual consultation platform are available to meet the increased demand by opening up a team of doctors focused on COVID-19. These doctors are available to consult to help serve this anticipated demand.

You can grant consent through web or mobile app by following the steps below:

Once you log in to your web profile, select Medical Aid and then Need a doctor

On the Need a doctor page, select the third tile Give your doctor consent to view your medical information

1. Tick the box on the bottom right that confirms that you accept the terms and conditions and select the Submit button

2. You will then see a pop up block on your screen confirming that you have given your doctor consent to view your medical information

There are both general practitioners (GPs) and specialists on Connected Care

Members are only able to have a virtual consultation with the doctors they have seen in the last 36 months, in line with the guidelines from the Health Professions Council of South Africa (HPCSA). The doctor needs to have been granted consent to view the patient's electronic health record (EHR) and must be registered for HealthID 2.0 and Connected Care.

At the moment, Connected Care is only available to Discovery Health Medical Scheme members. You have to navigate to the COVID-19 information page on the Discovery website (www.discovery.co.za) and register. Once registered, you can have an online consultation with a doctor through your web profile.