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ProApp FAQs

General

1) What information will I have about the patient?
2) What information does the patient have about me?
3) Will I receive questions only based on my medical speciality?
4) I am experiencing technical issues, where should I report it?
5) Can I answer questions from other countries?
6) How can I know my rating?
7) How does the rating affect my status in Abi? How can I improve my rating?
8) How is payment placed?
9) What can I do if I don’t receive notifications of new questions anymore?
10) How am I protected by responsibility terms?
11) The patient is explaining an emergency situation/ adverse effect, what should I do?
12) A colleague of mine is interested in joining Abi

Reporting cases/users

1) The patient are reporting technical issues / a patient is misusing the service

Text consultations

1) Sometimes I detect problems with the picture upload
2) The patient has asked for a prescription, what should I do?
3) How much time do I have to answer the question?
4) I claimed the case and now I can’t answer, how can I exit the case?

Video consultations

1) What should I write in the summary after the video consultation?
2) What happens if the patient doesn’t connect to the video-call? Do I still get paid?

Voice consultations

1) The patient doesn’t pick up the phone, what should I do?

Mental Health consultations

1) What is the questionnaire attached to the consultation?

Prescriptions

1) Can I decline to prescribe a medication if I don’t think it is appropriate?

1) What information will I have about the patient?

Updated ProApp Instructions

2) What information does the user have about me?

Whenever you claim a case, the patient can see your name and surname and specialties. Here you have an example of how it is seen from the patient’s point of view:


dr_screen_text_miro_consults_mobile

 

3) Will I receive questions only based on my medical specialty?

Abi is based on Artificial Intelligence and can identify the topic of the incoming questions, based on medical specialities and keywords. The first to be notified will be Healthcare Professionals (HCPs) who has the correct specialization that matches the question and with a higher rating. Be aware that if no specialists are claiming the question, other healthcare professionals will be notified.

4) I am experiencing technical issues, where should I report it?

If the issue is related to a specific case or patient, you can report it by pressing the red flag icon on the bottom right corner of your screen on the Abi ProApp.
 
In the “Training and Tips” section in your Abi ProApp, you have a step-by-step explanation of how to report a case.

If you can’t open the Abi ProApp to report the issue, it means that the case is no longer available. If you are experiencing a recurrent issue, you can inform us by accessing the “Contact us” section in the Abi ProApp or writing an email to medical@abi.ai.

5) Can I answer questions from other countries?

Our notification model prioritises healthcare professionals with a license from the same country as the patient. There might be some exceptions in which healthcare professionals can be notified of questions from other countries always matching the language between the healthcare professional and the patient. Every answer must be provided with respect to the same language of the question.

6) How can I know my rating?

In case you are interested in knowing your rating or any other specific information about Abi, feel free to get in touch with us by accessing the “Contact us” section in the Abi ProApp.

7) How does the rating affect my status in Abi? How can I improve my rating?

The average rating has an impact on the notifications and questions you will receive. The higher the rating, the more questions to be addressed. A rating of 4.5 is considered optimal. 

If your rating is decreasing, you will receive useful tips based on patient satisfaction and you can check other advice in the Training and Tips sections. If your rating remains low despite following the tips, you will notice a decreasing/absent number of incoming questions. If you are interested in improving and receiving more questions, feel free to contact us.

8) How is payment placed?

TEXT CONSULTATIONS

When you see an available question, the payment for your answer is displayed on the top banner. After a first answer, the patient might ask a new question. The total payment for the first and second answer is displayed once again. If the patient asks another question, there is no additional payment for the second follow-up question between the same patient and the same healthcare professional. 

You have the right not to answer follow-up questions. And in that case, another healthcare professional will do so and they will be paid a portion of the price for a single question.

Payment is processed monthly to your PayPal or bank account.
 
Updated ProApp Instructions (1)

 

VIDEO CONSULTATIONS

Whenever you claim a video consultation case, you will see the payment for your answer displayed on the top banner. If the patient does not pick up when you call them, you will get paid a portion of the price displayed before but only if you have been waiting at least 2 minutes for the patient to pick up.

Payment is processed monthly to your PayPal or bank account.

 


Updated ProApp Instructions (2)



VOICE CONSULTATIONS

Whenever you claim a voice consultation case, you will see the payment amount displayed on the top banner. If the patient does not pick up, you will get paid a portion of the price but only if you have made at least 2 call attempts.

Payment is processed monthly to your PayPal or bank account.

 

Updated ProApp Instructions (3)

 

9) What should I do if I don’t receive notifications of new questions anymore? 

We invite you to check the general settings on your phone. Scroll down until you see the Settings for the Abi ProApp, and go to the notification tab and make sure they are turned on.
 

10) How am I protected by the Terms of Responsibility? 

As stated in the terms of use for healthcare professionals, our service does not imply a healthcare professional-patient relationship in cases wherein the patient is anonymous and the consultation is asynchronous. 

The patient is always informed before they initiate a health request that Abi is an information service that does not replace an in-person visit with a healthcare professional. 

Moreover, we hold insurance that covers any liability arising from the service (including negligence) and we request our collaborating healthcare professionals to hold professional liability insurance. 

For more details please read the Collaborating Healthcare Professional Agreement.

11) The patient is explaining an emergency situation or they may be experiencing an adverse effect, what should I do? 

When a patient explains an emergency situation, you should:

1. Report the case by pressing the red flag icon on the bottom right corner of your screen in the Abi ProApp. more information about how to report a case in Reporting cases/patients. 

2. Tell the patient that you think this might be an emergency and that they should seek medical attention immediately. You should recommend a visit to the nearest ER or going directly to the GP without scheduling a visit. 

3. If there is an immediate threat, you should recommend calling the emergency services number of your country such as 911 or 112. You may also call an ambulance after seeking the patient’s confirmation. The Abi team will contact the patient to reinforce the doctor’s answer. If the threat is immediate and there are available contact details, police should also be contacted.

12) A colleague of mine is interested in joining Abi

We are always looking to improve and enhance our network of healthcare professionals. Feel free to share the contact medical@abi.ai or to sign up to the page https://abiglobalhealth.com/join-abi/. We will contact your colleague, and if the profile matches our criteria we will send more details and instructions.
 

Reporting cases/users

1) The patients are reporting technical issues or they are misusing the service

In case a patient reports a technical issue while using the service, we invite you to guide the patient to contact Abi Help Desk at the email address info@abi.ai and thank the patient for their understanding.

You should also report the case by pressing the red flag icon on the bottom right corner of your screen on the Abi ProApp. It will then open a tab with several options that describes the nature of the report. You can also add a comment to further explain the situation. Once the reason is selected, you must press the green send button on the right bottom corner to complete the report.

You can also report a patient or case if you think they are misusing the service. Examples of these are: asking repeated questions, using inappropriate content or language, asking several times for the same prescription, requesting a controlled substance, etc. 

Text consultations

1) Sometimes I detect problems with the picture upload

Patients have the option to send the pictures together with their questions.

Abi is now able to identify when a patient has some doubts on how to upload a picture, and it sends instructions.

In case you run into issues related to picture upload, feel free to give the patient the following suggestions or to report the case (more information about how to report a case in Reporting cases/patients).

- To send an image, the patient can simply upload the image as an attachment within the written message. 

- Once they have sent a question, they cannot add any additional images or text.

- Using most of the messaging apps, they can simply use the clip symbol to upload the picture. If they are using SMS it is not possible to send a picture.

- Abi will confirm with the patient that the image has been received and it will ask to confirm. 

 

2) The user has asked for a prescription, what should I do?

Prescriptions are not available from the text consultation service. 

If there are prescriptions available via Abi in your country, you could refer the patient to look in their usual platform for the prescription service or make an appointment for a face-to-face consultation with a GP. 

If prescriptions are not available via Abi in your country, refer the patient to a face-to-face consultation with a GP or guide the patient to contact Abi Help Desk at the email address info@abi.ai and thank the inquirer for his/her understanding.

 

3) How much time do I have to answer the question?

Once you claim the case, you have 15 minutes to send an answer. If you don’t answer, the case will be open to other healthcare professionals again.

Please do not claim the case if you know you will not be able to answer.

 

4) I claimed the case and now I can’t answer, how can I exit the case?

To exit the case, press the 3-dot button on the bottom left corner of your screen and then select the abandon option. A notification will pop up to ask you to confirm your decision to abandon the case.
 


Keep in mind that it is preferable if you claim a case only if you have read it properly and you are sure you are willing to answer.

Video consultations


1) What should I write in the summary after the video consultation?

You should write all the important information discussed during the consultation, such as: relevant information about the patient’s consultation, your answer and recommendations given and any other reminders for the patients.

 

2) What happens if the user doesn’t connect to the video call? Do I still get paid? 

If the patient doesn’t connect to the video-call and you have been waiting for more than 2 minutes, you will get paid a portion of the price as long as you state this in the summary. Try to address the user's query in the video consultation summary if possible.

Voice consultations

1) The patient doesn’t pick up the phone, what should I do?


If the patient doesn’t pick up the phone you should make at least two call attempts before cancelling the case. Once we have verified that you have attempted calling twice, you will get paid a portion of the amount displayed in the banner.

Mental Health consultations

1) What is the questionnaire attached to the consultation?

Some of the Mental Health consultations have attached a brief questionnaire that uses evidence-based standardised questions to help you with the psychological evaluation. You must review it and take it into consideration when giving an answer.

Prescriptions

1) Can I decline to prescribe a medication if I don’t think it is appropriate?

Yes, you can. When facing a prescription request you must read all the information given. If you think that the request is not eligible for a prescription, you can decline it by pressing the “Decline” button. After that, you should write in the summary the reason why the prescription has been declined and you still will be assigned the corresponding amount of the case.