Mobile Health in Uganda: A Case Study of the Medical Concierge Group

Abstract

The ubiquity of mobile phones offers an opportunity for a paradigm change in health-care delivery, which may offer solutions to some of the challenges faced by the health sector in Uganda. The Medical Concierge Group (TMCG) is a digital health company, headquartered in Uganda, which leverages on mobile phone-based platforms – such as short messaging service (SMS), voice calling – and social media to deliver health services. Just over two-thirds (68%) of users of TMCG’s services are males between 18 and 30 years of age. SMS reminders have improved the honouring of health facility appointments among HIV-positive clients, from 60% to 90%; retention rates at supported health facilities have improved from 45% to 89%. Furthermore, information dissemination has been achieved via mobile SMS, wherein subscribers can access health content on diverse topics – such as HIV/AIDS prevention and family planning – by sending messages to a pre-defined short code to a phone line. Over 900 beneficiaries have accessed health content via SMS subscriptions. Social media platforms, including Facebook and Twitter, are used for health information dissemination and have enabled a wider reach to over 13 million beneficiaries accessing health information on TMCG’s Facebook page alone. Tailoring mobile phone-based health content to meet the target beneficiaries’ needs is critical for TMCG’s impact and uptake. With rising rates of phone ownership and Internet connectivity in Uganda, mobile phones offer an affordable and proven adoptable avenue to overcome the chronic challenges faced by the health sector.