Video consultation

Summary

The contract is for arranging digital video consultations with doctors for AOK Bavaria members and improving coordination between doctors providing video consultations and patients’ local general practitioners or specialists. The provider must establish and operate the digital enrolment, triage and booking services, the technical infrastructure for video consultations, and a qualified medical network. Consultations must be available daily from 7:00 to 22:00, including weekends and public holidays; in at least 90% of cases, an appointment must be available within 30 minutes of booking. A structured initial assessment must be completed before the consultation, and follow-up care with a local doctor must be arranged when needed. Medical treatment is provided by the network doctors themselves and is not part of the provider’s services. Bidders must submit a customer-journey implementation plan and two patient-routing business cases: one for primary care and one for specialist care. Participation requires planning for a network of at least 200 doctors, including at least 100 general practitioners and 100 specialists, as well as compliance with information security, data protection, certification and insurance requirements. The contract has a minimum term of 24 months, with two possible 12-month extensions.