Interviewed By Syed Md. Rakeen, Team MBR

Sasthya Seba is more than a healthcare platform; it is a lifeline. With a network of over 3,000 seasoned doctors providing in-chamber and video consultations, it has redefined healthcare accessibility. Yet, its commitment does not end there. It guarantees an ambulance within 30 minutes across the nation. It proudly leads as the largest ambulance service provider in Bangladesh, promising a swift response in critical moments and ensuring a new benchmark in emergency services. Team MBR was in a conversation with Ms. Waziha Islam Taaseen, Co-founder and Managing Director, Sasthya Seba, to learn about her startup’s impact in the healthcare sector of Bangladesh.

 

Syed Md. Rakeen: Hailing from a dual background of microbiology and biotechnology, you have always been in close proximity to medical research and healthcare. Would you kindly share the inspiration behind building such a much-needed platform like Sasthya Seba?

Waziha Islam Taaseen: The inspiration behind founding Sasthya Seba stems from a deep-rooted desire to address critical gaps in the healthcare sector. Having a background in microbiology and biotechnology provided me with different perspectives on the challenges within the industry. Witnessing the difficulties people face in accessing timely healthcare, coupled with the inefficiencies in the system, ignited a passion to create a solution.

Sasthya Seba aims to bridge the accessibility gap in healthcare, particularly in remote areas, through telemedicine services. The vision is to leverage technology to make healthcare services more readily available, streamline doctor-patient interactions, and provide swift emergency medical services. The goal is not just to build a platform but to contribute to transforming the healthcare landscape, making quality healthcare accessible to all, irrespective of their geographic location.

Syed Md. Rakeen: Sasthya Seba offers a wide variety of medical services, including requesting doctor’s appointments, booking ambulances, requesting diagnostic tests, and so on. May we know in detail about the range of services, in which modes these services are being offered, and how technologies have been incorporated in the offering of these services?

Waziha Islam Taaseen: At Sasthya Seba, our goal is to offer a comprehensive suite of healthcare services, ensuring that users can access medical assistance in various forms. Currently, our revenue-generating services include in-chamber doctor’s appointments, video consultations with doctors, and emergency ambulance services.

Moreover, we are actively running our MVP for several innovative services.

Requesting Sample Collection for Lab/Diagnostic Tests: Users can conveniently request sample collection for diagnostic tests.

Health Checkup Package and Health Insurance Package Purchase: We are facilitating the purchase of health checkup and insurance packages.

On-Demand Doctor at Home Service: Users can avail themselves of doctor consultations in the comfort of their homes.

Domiciliary Service: This includes a range of services such as nurse services, physiotherapy, elderly and baby care, and patient care attendants.

In addition to these, we provide free healthcare suggestions where users can describe their health issues via text or voice messages. Our Medical Advisory Board, comprising 30 specialist doctors, reviews and provides expert suggestions for each case.

Furthermore, users can discover and explore reputed hospitals through our platform. Hospitals manage their profiles, sharing details about services, doctors, facilities, and costs. Every doctor on our platform has access to a Practice Management System, allowing them to update information as well as manage schedules, patients, digital prescriptions, and track their growth. We have also developed a dedicated app for doctors to enhance their experience on our platform. The integration of these services showcases our commitment to leveraging technology for the betterment of healthcare accessibility.

Syed Md. Rakeen: Sasthya Seba has managed to onboard doctors with years of experience in their respective fields, such as gynaecology, haematology, orthopaedics, urology, paediatrics, pulmonology, neurology, oncology, and many others. Would you kindly shed some light on the procedure and the criteria to onboard a doctor on Sasthya Seba’s platform?

Waziha Islam Taaseen: The process of onboarding experienced and reputable doctors onto the Sasthya Seba platform involves a collaborative effort between our dedicated sourcing team and the doctors themselves.

Our proactive sourcing team actively seeks out doctors specialising in various fields, such as gynaecology, haematology, orthopaedics, urology, paediatrics, pulmonology, neurology, oncology, and more. During in-person visits, our team articulates the advantages of joining our platform and gathers essential information about the doctors. Subsequently, our meticulous data management team takes charge, uploading the collected data, creating comprehensive profiles, and providing access to the respective doctors.

Simultaneously, we have designed a user-friendly doctor onboarding portal, enabling doctors who are keen on joining our platform to initiate the process independently. Through this portal, doctors can create their profiles and upload crucial documents such as NIDs, MBBS certificates, BMDC certificates, and any specialisation certificates. They can also update information about their specialisations, schedules, workplaces, fees, and other pertinent details.

In both approaches, our rigorous data management team plays a crucial role in verifying the authenticity of all submitted documents, including NIDs, MBBS certificates, BMDC certificates, and any specialisation certificates. Once the verification process is successfully completed, the doctors’ profiles go live on our platform.

This meticulous onboarding process ensures that our platform features experienced and trusted healthcare professionals, contributing to the credibility and reliability of Sasthya Seba.

Syed Md. Rakeen: Revenue generation from healthcare businesses such as hospitals, clinics, diagnostic centres, and drug manufacturing businesses is highly interlinked. Would you kindly share the revenue-generating wings of Sasthya Seba with us?

Waziha Islam Taaseen: Revenue generation for Sasthya Seba primarily revolves around key services that address critical healthcare needs. Our three main revenue-generating wings are Ambulance Service, Video Consultation with Doctors, and In-chamber Doctor’s Appointments.

Firstly, our Ambulance Service stands as a flagship offering, positioning us as the largest ambulance service provider in Bangladesh. We take pride in our ability to provide ambulance services within 30 minutes, not only in Dhaka City but also across all 64 districts of Bangladesh. With three fully equipped ambulances in our fleet and an extensive partner network of 400 ambulances under exclusive agreements, we ensure swift and reliable emergency medical assistance.

Secondly, our Video Consultation with Doctors service has gained prominence as a convenient and accessible mode of healthcare delivery. Patients can engage in virtual consultations with experienced doctors, who are offering them timely medical advice and reducing the need for physical visits.

Lastly, our In-chamber Doctor’s Appointments cater to those seeking traditional in-person medical consultations. This service streamlines the appointment booking process, reducing wait times and ensuring that patients receive prompt attention from qualified healthcare professionals.

It is noteworthy that our revenue model is transparent and straightforward. We do not impose additional service charges beyond the fees determined by our doctors. Instead, doctors share their revenues with us, fostering a collaborative and mutually beneficial relationship.

In essence, these revenue-generating services underscore Sasthya Seba’s commitment to providing comprehensive and accessible healthcare solutions, aligning with our mission to revolutionise the healthcare landscape in Bangladesh.

Syed Md. Rakeen: Tech-savvy individuals will undoubtedly be able to reap the benefits of SasthyaSeba’s services. However, people with less technological know-how may not be able to avail of these services. How is Sasthya Seba raising awareness about its platform and working on the inclusion of less tech-savvy individuals on its platform?

Waziha Islam Taaseen: At Sasthya Seba, our commitment to inclusivity goes beyond catering to tech-savvy individuals. We understand that not everyone may be familiar with the intricacies of technology, and our goal is to ensure that everyone, regardless of their technological proficiency, can access our healthcare services.

For individuals with less technological understanding, we have established a dedicated hotline number, 09611 530 530, where they can reach out to our customer support team directly. Our team is equipped to provide assistance and facilitate any service available on our platform in real-time. This ensures that even without a smartphone, computer, or internet access, individuals can still benefit from the full range of services offered by Sasthya Seba.

To further enhance awareness and inclusion, we actively promote these alternative avenues through various channels. Our social media platforms and digital campaigns highlight the hotline option and emphasise that our services are accessible through direct communication with our customer support team.

Additionally, we engage in field activations to reach communities directly, spreading awareness about our services and the different ways individuals can avail themselves, irrespective of their technological comfort. These efforts align with our broader mission to make healthcare services not only accessible but also tailored to the diverse needs of our population.

Moreover, on our social media platforms, we consistently share valuable health awareness contents. These contents, curated in collaboration with healthcare professionals, aim to boost health literacy and empower users with the knowledge needed to make informed decisions about their well-being.

Syed Md. Rakeen: Confusion regarding seeking consulting from the right kind of specialists is one of the key problems in the healthcare sector of Bangladesh, and people often fail to find the right doctors for their symptoms. What kind of assistance is being offered to the users while they are looking for doctors on Sasthya Seba, and how is it ensured that they are moving in the right direction?

Waziha Islam Taaseen: Navigating the complexity of healthcare is a common challenge, and at Sasthya Seba, we have implemented a range of features to guide users effectively in finding the right specialists for their healthcare needs.

Our platform facilitates a comprehensive search for doctors, allowing users to search based on various criteria such as the doctor’s name, degree, specialisation, field of concentration, working hospital, or location. For instance, if someone is dealing with joint pain, they can simply enter ‘joint pain’ in the search bar, and our system will present a list of doctors who specialise in treating joint-related issues. Users can further refine their search based on location, hospital, or other preferences. The map feature provides a visual representation of doctor locations for added convenience.

To ensure users make informed decisions, each doctor’s profile includes detailed information. Users can view the doctor’s field of concentration, patient feedback, blogs, and videos. This holistic approach allows users to gain a comprehensive understanding of the doctor’s expertise and approach before booking an appointment. For those who may be uncertain about the type of specialist they need, our customer support team is readily available. Users can reach out through our helpline or through the help and suggestion section, describe their health concerns, and our experienced customer support agents provide guidance on the appropriate medical discipline or specialty. In cases where the issue is complex, our support team collaborates with our Medical Advisory team for additional insights.

It is essential to note that we never recommend specific doctors; instead, we guide users towards the right specialty. Furthermore, our platform holds a disease-based knowledge base, providing users with valuable information to enhance their understanding of various health conditions.

By combining advanced search features, comprehensive doctor profiles, and expert support, we have established a user-friendly and informative environment that empowers individuals to make well- informed decisions about their healthcare journey.

Syed Md. Rakeen: Attracting foreign users or onboarding foreign doctors is not something beyond Sasthya Seba’s capability, considering it is an online platform that does not face any geographical constraints. How has Sasthya Seba seized this opportunity and scaled its operations?

Waziha Islam Taaseen: Expanding our reach beyond geographical boundaries has been an exciting prospect for Sasthya Seba, allowing us to cater to a wider audience and leverage the expertise of foreign doctors.

While we are not actively targeting foreign users, our platform includes a feature called ‘Sasthya Seba Probashi’, designed for nonresident Bangladeshis. This feature enables them to book video consultations using our platform, ensuring that distance is not a barrier to accessing quality healthcare advice.

In terms of foreign doctors, we have successfully onboarded more than hundreds of doctors from neighbouring countries such as India and a few from Dubai, Thailand, and Singapore. This diversity of medical professionals adds richness to our platform, providing users with the opportunity to seek second opinions and advice through video calls. It is important to note that foreign doctors on our platform adhere to regulations, and the prescription of medicines during video calls is restricted according to BMDC rules.

Beyond individual practitioners, we have also established partnerships with various foreign hospitals and ambulance service providers. This allows our users to explore and avail themselves of healthcare services offered by these international entities through the Sasthya Seba platform.

Looking ahead, our vision includes further expansion of Sasthya Seba’s operations beyond borders. We believe that ensuring our nationwide availability and refining our services domestically will serve as a solid foundation before venturing into new territories. This strategic approach aligns with our commitment to providing accessible and top-notch healthcare services, not only locally but also to the global community.

Syed Md. Rakeen: With 6,000 subscribed users, 2,100 onboarded doctors, 5,000 completed appointments, 1,200 active ambulances, and a staggering revenue of around BDT 3.00 million in 2023, Sasthya Seba surely enjoyed a successful year as a startup. Given the huge bar of expectations, what new things can we expect from Sasthya Seba in 2024? How do you envision its role in the healthcare sector of Bangladesh in the future?

Waziha Islam Taaseen: The success we have achieved in 2023 is a testament to the growing trust in Sasthya Seba’s platform, and I am thrilled about the exciting prospects that 2024 holds for us.

In the coming year, we are geared towards strategic expansion and innovation. Our focus is on enhancing the user experience and service offerings. We plan to roll out new features such as ‘Sasthya Seba Probashi’ to cater to nonresident Bangladeshis, reinforcing our commitment to inclusivity and accessibility.

Additionally, we aim to further strengthen our network of healthcare providers, both nationally and internationally. Collaborations with renowned hospitals, specialised clinics, and more foreign doctors are on the horizon, allowing us to offer an even broader spectrum of healthcare services.

As we continue to prioritise user convenience, the introduction of advanced telemedicine features and the expansion of our digital health services are in the pipeline. We are exploring partnerships with pharmaceutical companies and diagnostic centres to create a more comprehensive healthcare ecosystem within our platform.

Our vision for 2024 is not just about numbers. It is about making a lasting impact on the healthcare sector in Bangladesh. We aspire to be a catalyst for positive change, fostering a culture of health consciousness and accessibility. By leveraging technology, collaboration, and a commitment to excellence, Sasthya Seba is poised to play a pivotal role in shaping the future of healthcare in our country.

 

To know more about Sasthya Seba, kindly visit https://sasthyaseba.com/