A Behind-the-Scenes Look at Doccla’s Remote Onboarding in Action

For many patients, especially those unfamiliar with technology, getting started with remote care can feel overwhelming. At Doccla, we’ve redesigned the onboarding process to make it personal, supportive and stress-free. Our in-house Patient Support team ensures every patient, regardless of age or digital literacy, feels confident using their monitoring kit from day one.

Here's a behind-the-scenes look into how our end-to-end comprehensive onboarding service ensures patients are equipped, confident and ready to engage with remote monitoring from day one.

💡Why it Matters?

Over the past two years, Doccla’s Patient Support team has delivered more than 1.26 million minutes of one-to-one onboarding support, based on internal data. With each call averaging 35 minutes, this work goes far beyond technical setup. It represents thousands of real, guided conversations with patients who may be older, vulnerable or unfamiliar with technology. Crucially, by handling onboarding remotely and in full, Doccla has directly freed up over 20,000 hours of clinician time that would otherwise have been spent on these tasks. This means frontline teams can stay focused on clinical care, while patients receive the time, reassurance and clarity they need to get started confidently.

• 98.6% average patient compliance
• 97% patient satisfaction

With no setup required from Trusts and all logistics handled by our team, we’ve made virtual care simple, scalable, and supportive from day one - redefining how healthcare is delivered.

🛠️ Step-by-Step: Doccla’s Remote Onboarding Process

Our onboarding model is designed to ensure every patient regardless of age, digital confidence, or clinical complexity can begin their virtual care journey with confidence.

Step 1: Device Configuration & Dispatch

We send patients a fully pre-configured kit:

• Medical devices paired with a 5G tablet or phone
• The Doccla app pre-installed and linked to their profile
• Accessibility features enabled (e.g. voice control, screen readers)

Step 2: Personalised Patient Contact

After referral:

• Our team contacts the patient to explain what to expect
• An onboarding session is scheduled
• Carers or family members are looped in if needed

Step 3: Live Guided Onboarding

Once the kit arrives, a live video or phone call supports the patient through:

• Powering on the tablet
• Using their devices (e.g. SpO₂, BP monitor)
• Sending their first observations
• Navigating the app (messaging, calendar, help centre)

Step 4: Tailored Support & Education

Patients are provided with:

• Easy-read printed guides
• FAQs and phone support
• Translation services in 450+ languages
• Verbal reading collection if needed

Step 5: Active Compliance Monitoring

The platform flags non-submissions. Our team then:

• Follows up with the patient by phone
• Troubleshoots any tech or clinical issues
• Escalates if needed

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