Good evening Dr.

<Name>
Thank you for taking the time to speak with us. As discussed earlier, we are from Telenor Health and
we are working on <i.e. Appointment booking>

We will start with a greeting, followed by introduction and the rules.

Before we start, let us all get introduced first. We are here on behalf of Tonic, a service from
Grameenphone that is trying to improve the healthcare system of our country. We are mainly
here to know your experiences, your ideas and your honest feedback on ideas that we have.
There are no right or wrong answers in this discussion. We want this to be an easy, enjoyable
conversation. This session will last a maximum of 20 minutes. We want to thank you for your
appointment time today.
More than your opinion, we want to know your experiences, expectations and the gap in
between. Some of your experiences might have been good, maybe you have a positive
impression about something - we would like to know to make our ideas stand up to that
expectation. If you have had a negative impression, we would like to know that too, so we can
make sure our ideas dont end up the same way. So please feel free to share.

We wanted to speak with you regarding the pain points that you face in your OPD (if any). This
should take about 20 minutes.
Basic Details (fill as much beforehand as possible):

Basic Details
Name of Doctor
Specialization
Contact no.
Email Address
Clinic Address and timing
Hospital Association (Morning OPD)

How long have you been practicing for?

Answer: ________________________________
Are you the only doctor who practices here or are there other doctors who work with you?
(if yes, ask are the other doctors from the same specialisation or any other?)

Answer : ________________________________
What are the other facilities you have in your clinic apart from the OPD?
(Prompt : Lab tests : if yes- what kind of tests, Imaging: if yes what kind of imaging - USG/ Xray/
MRI/ CT scan)
(if no. do you send your patients for lab tests elsewhere? Imaging elsewhere?)
Answer: _________________________________
If you don't mind us asking, what is your OPD fee? How many patients do you see in a day?
Answer: _________________________________
What are the charges for lab tests? Imaging tests?
Answer: _________________________________
Where do most of your patients come from? In and around Dhaka/periphery?
Answer: _________________________________
Do you face any problems in managing your OPD?
(Prompt : long waiting times/ patients coming out of turn/ managing VIP patients/ billing
discrepancies/ finding details about drugs etc.)
Answer: _________________________________
Do patients take appointments beforehand?
(if yes, what % of patients take appointments)
Answer : _________________________________
How do you manage appointments? Do you charge extra for patients who take an appointment?
(prompt: manually managed by assistant or self/ call centre/ outsourced service)
Answer: __________________________________
If it were upto you, what kind of appointment management system would you use?
(prompt: automated system/ call centre/ extra features like patient feedback/ automated billing/ drug
dictionary)
Answer: __________________________________
What are your thoughts on virtual/ video consultation?
(prompt: follow up cases/ patients who come from gar off places)
Answer: _________________________________
Do you advertise your clinic in the newspaper/ billboards/ any other place?
(prompt: what about facebook?)
Answer:__________________________________

Thank you so much for your time.