July 1, 2022

Jacobo Luchtan CEO and Co-Founder at HelloDoctor

Jacobo Luchtan CEO and Co-Founder at HelloDoctor
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Season 1

Jacobo Luchtan is the CEO and Co-Founder at HelloDoctor, a Mexican startup providing data-driven telehealth services. They operate in more than 10 Latin American countries and have successful cases with patients from each. They created a neutral bridge that connects patients and healthcare practitioners where they can provide online consultations, digital recipes, online pharmacies, track their medical records, and more. 
Jaco strongly believes that healthcare is a human right and anyone should have access to it, they developed a free online consultation service, where in 30 seconds you can speak to a practitioner from 5 different specialties. He is an industrial engineer, and technology fanatic and has been an entrepreneur all his life. Jaco implements innovative thoughts and technologies in order to create an incredible customer experience.

WEBVTT

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Welcome to the Latin MedTech leaders podcast.

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A conversation with MedTech leaders who have succeeded or plan to succeed in Latin America.

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Please subscribe on your favorite podcasting platform, apple podcast, Spotify, Google podcast, Amazon music is teacher tune.

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I heard radio Pandora or welcome to the Latin me leaders podcast.

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A conversation with leaders who have succeeded or planned to succeed in Latin America today.

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Our guest is Hacobo TK co-founder and CEO at hello, Dr.

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A Mexican startup providing data driven health telehealth services.

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So Hacobo, it's great to have you here today.

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Welcome to the show.

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Thank you, Julio.

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I'm I'm so happy to be joining you.

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Thank you for the opportunity.

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Awesome.

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Havo so let's get started here.

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Um, could you please still listeners about your journey?

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How is it that you got involved in Mexico, Latin American general?

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What's the Genesis of what you're doing today?

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Yeah, I was, first of all, I'm Mexican and I was born, born and raised in Mexico and I've worked abroad, but I've worked, uh, I've mainly brought in, worked in Mexico and Latin American countries, Spanish speaking countries specifically.

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And, um, my journey in Latin America has been through different sectors.

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I've worked in the security intelligence business.

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I've worked in the fitness sector also, and now I'm working in the, in the health tech sec sector.

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And what I can say about Latin America is that it's a market full of potential and full of growth.

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And there's tons of opportunities that, uh, that are probably already explored in Europe and in the USA and that in Mexico and Latin America, very, in a very briefly way they've been explored.

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So it's a super opportunity I loved with, uh, to work with Latin American people.

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We're very passionate about our work and they're good, there's goods and bad, but I'm very happy and I plan to continue working for the rest of my life in this sector.

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Beautiful.

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Excellent.

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All right.

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So let's start with, or let's continue with, uh, trends.

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What trends do you see happening in Latin America today that are relevant to our discussion or relevant to the telehealth services that you're providing?

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Yeah, well, right now I see a major trend regarding technology.

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Um, in the past, uh, technology, hasn't been the strength of the Latin American, uh, sector, Latin American countries.

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You rarely heard of unicorns or of really big startups, uh, coming from the Latin American scene.

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And now you go into LinkedIn every day and you hear a new one every day.

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And, and, and that gets me super excited.

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It's become my daily morning routine to see what's happening with the second with, with the, with the sector.

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And it, it really get, gets me very emotional and I'm very happy that, uh, finally Latin America is starting to become a market that can be a leader or a trend for many of the different, uh, sectors regarding like e-commerce study health.

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Um, and, and many others coming.

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Obviously the epidemic, I think the COVID epidemic was a very big, uh, player in this part because many American countries were very strict with their, uh, were, uh, COVID rules and many were not at all like Mexico.

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So, so maybe, I mean, for some, or at least on my sector, on the telehealth sector, we saw like a significant advantage.

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Like people that didn't know what a cure code was after co after COVID like, everyone knows how to use it.

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All the smartphones can scan it, or every, everyone has an app to scan them.

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And like the epidemic really helped the sector.

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And I think in Mexico, there, there weren't many rules regarding COVID like, you didn't have any mandatory, um, you didn't have to stay at home, uh, by obligation.

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So you could work still, uh, with people, you could see people.

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Um, so I think this was, uh, a very positive thing that happened and maybe one of the reasons that the whole startup scene and the whole like digital healthcare, uh, ecosystem started to grow and had a very big push, like before Imma very fan of analytics and, and statistics.

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And before you could go in on statistics and you would see the market penetration or the user penetration of, of telecom services in Mexico, Latin America, and it was below 2% a year.

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And now with the new, with, with these new trends and because doctors, many doctors were without work for a year, for a year almost.

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And they had to, uh, they had to move to a, to a remote way of, or an online way of, of giving, uh, their care.

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So the user penetration of, of, of telehealth has increased significantly, at least in Latin America.

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Wow.

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That's good.

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That's good.

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You know, you're bringing up very good points.

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I don't know where to start.

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I mean, uh, the, uh, cell phone penetration is a big trend.

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Definitely the, the, the digital services people are now interacting with the government, interacting with private companies, uh, on their cell phone and, and they receiving, um, a comment that I heard somebody in the us, it was, I think it was one of these interviews.

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He said the cell phone is a new clinic.

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So people and doctors, I mean, patients and doctors are starting to realize that we can do so much with technology in, in healthcare and, and traditionally healthcare hasn't really adapted many technology tools.

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I mean, EMRs are kind of a, a new thing.

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I mean, that's very surprising

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Yeah, that's right.

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And that's actually one of the touch points.

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One of our pain points that we live through with every day is that, uh, usually the doctors are not, uh, very friendly with technology.

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Uh, they like to do things their way, and they like to write on the paper on the paper, all the registrations of the, on the medical, uh, records of the patients and everything, all the prescriptions.

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And now they're starting to see that technology is a friend and that it's, it's pretty simple that the problem that I think caused it is because many of the different platforms and technology that, that existed on the he, on the healthcare ecosystem was very robust and very complicated.

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So when they, when a doctor was trying to use it, it was, it took either a very long onboarding process or they quit and they didn't continue.

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And we've been, we've been receiving a very good, uh, a very good acceptance on of our product because it's simple.

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That's, that's one of the, that's one of our slogans, our, our low, our like mantra is to keep simple.

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I dunno if you've heard of kids.

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No.

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Keep, keep it.

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Yeah.

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Keep it simple.

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Stupid.

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Yes, sure.

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Yeah.

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That's right.

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so that's like, I just had a sprint meeting with our development team.

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We were talking about some sophisticated algorithms to rate the doctors and we like, no, this is not simple.

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It's we just scraped everything.

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And we, we, we, we started from SCR from scratch.

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Cause it wasn't simple to understand.

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Very good.

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Very good.

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Yeah.

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Albert Einstein used to say keep things.

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No.

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Okay.

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Uh, make things simple.

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Not simpler.

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yeah.

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That's right.

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Make things simple.

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Not simpler.

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That's a good one.

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I'm gonna use it.

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Yeah.

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Yeah.

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I asked that you say is a part of his famous quotes anyway, so let's continue here.

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Ha global.

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So let's talk about, uh, Hilo doctor.

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I mean, what is it that you guys are doing today in Latin America?

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Yeah, I mean, we started hello doctor in July, 2019 before the epidemic.

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Um, and we started with the idea of, uh, increasing accessibility and quality of healthcare services in Latin America.

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Um, unfortunately many, many countries.

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And the one that I know more Mexico has a public healthcare that lacks a lot of things, both in accessibility and quality.

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And like, I I've been to the public hospitals many times to see what's the experience over there.

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We've been like, like giving flyers out about her doctor and really with yeah.

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Just, and then we, and then like two out of the five times we've done it, many police officers like, uh, traces, because you're gonna do those types of things outside of those hospitals.

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But that's a, that's an anecdote for another time.

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Yeah, exactly.

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but

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That's,

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That's a way, I think it's public space, right?

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Yeah.

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It's public.

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Street's public.

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Yeah.

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That's right.

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Anyway, that's another discussion.

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Yeah.

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But I mean, that has helped us, helped us a lot to find product market fit know and to, and to be with the, to be with the people.

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And we identify that there's the public healthcare in Mexico specifically.

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It's not good.

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It's actually broken.

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Um, so we tried to, hello.

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Doctor was born as a doctor centric platform.

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Our idea when it was born was to give the doctors, this digital consult this digital office where they can invite their patients and give them telehealth consultations via video, audio, or chat.

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And then after a year we found out that the doctors really don't want to move the way they're they, they are working and, and it's very hard, but we identify that we as patients, we do want to move.

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We do want to get healthcare through, through like, and not being to have to go to the hospital and moving, uh, two hours away to go to the hospital and to be able to give accessibility to, to a doctor for people that are very far away in rural areas, in remote areas.

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So we moved our focus to a, a more patient centric platform.

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And, uh, we successfully released the, one of the, I don't know if the only, because I don't know all of the, all the, all of the platforms, but I can say were very unique in launching a completely free telehealth service.

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We launched it in.

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Yeah.

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You've never heard about that, actually.

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Yeah.

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So the experiences that you download, hello doctor, it takes you 30 seconds to schedule a consultation.

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A doctor calls you through video, audio or chat.

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You choose whatever way you want it.

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And they give you the consultation.

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They diagnose, uh, they give a diagnosis, a treatment plan, a digital recipe, and you can even order the recipe from the app and it can be delivered in all around Mexico.

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So it's, it's the delivery.

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The drug delivery delivery is nationwide.

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So that was one of the first services that we released.

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We, we released that service in August, 2021.

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Um, unfortunately we've reached almost 3000 successful consultations and obviously it has been a, a rough path.

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We've changed things around.

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And I mean, we've, um, we've had like difficult experiences where the platform just goes down for a couple of days and we lose a lot, a bunch of consultations.

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Yeah.

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But it's normal.

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And, but it, but it's, um, I mean, we're very happy.

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Like we've really enjoy our work and we, and the platform is, um, is open in all Latin America.

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You can, you can use it and you can download it in all Latin America.

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I mean, I mean, actually in the whole continent in all America, you can also use it in

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States anywhere.

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I mean, so anywhere, anywhere in the world who, anybody who speaks Spanish,

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I mean, right, right now, because of some compliance, things were not in Europe and Asia.

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Oh, you are limited to certain countries in Latin America.

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Yeah.

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Because we're compliant with HIPAA, we're compliant with Mexican laws and with, with Brazil and other things.

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So that's why we released the app in those countries.

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That's why we don't, we have any, any, but GDPR, we not compliant with GDPR yet.

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That's for Europe.

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Europe.

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Yeah.

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So that's why we didn't release it.

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So, yeah.

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And right now we're actually working on a, on a new society where you, where you can choose your language.

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And we, we tell you which doctors speak Spanish or English.

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So, so also English speaking people can, can take the consultation.

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So yeah, I mean, we, we've been focusing on being a completely like patient centric and we release this, this service in order to understand what was a, what are the patients looking for?

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What are users looking for?

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We release, we release it originally only with general medicine, but right now you can get free consultations for general medicine, veterinarians, nutritionist, psychologists, and physiotherapists.

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So

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That's veterinarians too.

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I mean, you can also get a consultation for your pet

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That yeah.

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That's actually one of the trending specialty specialties that we've seeing

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Ever heard that before.

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Yeah.

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Because like, if you feel, if you have a, I don't know, a sore throat, you know, you have a sore throat and you maybe know that you can take some vitamin C, but if your dog, for example, has, I don't know, he doesn't feel well or well, or you see him like acting strange or under the weather.

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Like he cannot tell you anything.

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And it's very, like, we've, we've found a way of, of, of having a use on the platform by putting a veterinarians there.

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And many people use them.

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And there's many people that use them many times a week because they think their pets are having a problem or whatever.

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And it's been one of the use cases that ha it is having a lot of

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That's very unique.

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Yeah.

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Yeah.

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Okay.

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Yeah.

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I hear about, uh, company in the us that is doing dentistry, you know, dental consultations.

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Um, and that's something I haven't seen Latin America yet.

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Yeah.

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Actually, that's one of the that's in, on our pipeline.

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It's a little, it's a little hard because I mean, obviously there are specialties that are more friendly with telehealth than others.

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For example, an endocrinologist doesn't need to see you every time he just reads some tests, reads hormones, and overall, he can tell you what you have and give you treatment plan.

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But a dentist, like usually you have to go to dentist like here, he's gonna give you a drug or he's gonna give you a, a preventive treatment, but you're gonna have to eventually go to the dentist if you have a problem.

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Yeah.

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But yeah, those are we, we tried to focus on the, we, we were trained to focus on the specialties that are, that are more friendly with telehealth.

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And, but the idea is to move, move forward from there.

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And I mean, right now we have three, one of the is a free telehealth consultations.

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The other one is a service that we released a couple of weeks ago that is called express consultation.

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So you can talk with like second, uh, level specialists.

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Let's say like, we call them like a first level would be a general physician.

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A second level would be a, a pediatrician, a gynecologist, a cardiologist, an endocrinologist, like someone that you already know, like if you are gonna go with a cardiologist it's because maybe you already went with a general practitioner or you Googled a lot.

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So you can know that I want to go with a cardiologist.

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So the idea here is that you can talk with a specialist for$5,

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$5.

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Okay.

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Yeah.

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That's a pain service.

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A free level is you practitioner is free.

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The second level specialist is$5.

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It's just, yeah, it's, it's just$5.

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That way you're able to talk with a specialist.

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And, and then if you like the specialist, you can have a follow up consultation, but maybe that follow up is going to be at their office with their standard rate.

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And the third service we have is, uh, we call it the health hospital, which is we have more than 800 doctors that have created their digital office widows that, uh, you can look for a dermatologist.

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For example, you filter the, the, in the search engine, the dermatologist, you can find to have 20 dermatologists and you can see all their track records, you can see their reviews, you can see what are their prices.

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You can see where they're located.

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And that way you just see, like, see a menu of the doctors we have and you pick them.

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And, and that way you have a consultation and the prices of those consultations are based on each doctor.

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We have doctors from AAA hospitals that maybe charge$100 a consultation.

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And then, then doctors that maybe just started their practice and the consultation.

00:16:43.190 --> 00:16:43.480
Yeah.

00:16:43.480 --> 00:16:44.029
Yeah, sure.

00:16:44.210 --> 00:16:48.750
So it's more like a directory for prime for, for, you know, the top physicians.

00:16:48.889 --> 00:16:49.429
That's right.

00:16:49.710 --> 00:16:57.110
And the, and the, and the doctors that are in, in the free telehealth service and the express consultation are hello, doctor, doc doctors.

00:16:57.789 --> 00:16:59.350
That's they're hello, doctor practitioners.

00:16:59.350 --> 00:17:00.509
So we hire, oh, I

00:17:00.629 --> 00:17:00.629
See.

00:17:00.870 --> 00:17:02.419
Highly the first level, the second level.

00:17:02.470 --> 00:17:04.980
Hello, doctor, uh, employees, internal doctors.

00:17:05.539 --> 00:17:07.700
The third level is external specialists.

00:17:07.839 --> 00:17:08.180
Got it.

00:17:08.339 --> 00:17:08.618
That's that's right.

00:17:08.980 --> 00:17:08.980
Okay.

00:17:08.980 --> 00:17:10.980
That's how it's structured that way.

00:17:11.000 --> 00:17:13.380
We, we we're able to control.

00:17:13.519 --> 00:17:22.890
That's why we're able to give it so cheap because we, we are right now, we're, we're absorbing, uh, almost all of the consultation prices

00:17:23.849 --> 00:17:23.970
In order.

00:17:24.289 --> 00:17:24.289
Yeah.

00:17:24.290 --> 00:17:25.730
I can see that$5 is very low.

00:17:25.890 --> 00:17:27.049
I mean, to pay a specialist,

00:17:27.250 --> 00:17:30.289
I mean, to pay a specialist for$5, it's not even the cost of a copay.

00:17:31.400 --> 00:17:31.690
Yeah.

00:17:31.799 --> 00:17:32.450
Yeah, exactly.

00:17:33.170 --> 00:17:36.210
And, and, and, and Hacobo, how can people pay for this?

00:17:36.211 --> 00:17:39.000
Because in Latin America, there's always a challenge of, you know,

00:17:39.069 --> 00:17:39.358
Yeah.

00:17:39.359 --> 00:17:40.160
The payment methods,

00:17:40.180 --> 00:17:43.960
Not many people have bank accounts or credit cards, debit cards.

00:17:43.961 --> 00:17:44.759
It's just difficult.

00:17:45.160 --> 00:17:47.480
Lot of informal economy out there in the streets.

00:17:47.539 --> 00:17:48.079
That's right.

00:17:48.240 --> 00:17:52.720
I mean, right now you have two payment methods and we're expanding them right now.

00:17:52.721 --> 00:17:55.079
You can pay, pay by credit card or debit card.

00:17:55.099 --> 00:17:56.079
You just added there.

00:17:56.080 --> 00:18:05.319
And it's just charged when the consultation is finished or you can pay in is a convenient store that has thousands of, of convenience stores in Mexico.

00:18:05.549 --> 00:18:05.839
It's

00:18:05.950 --> 00:18:07.750
It's like seven 11 in the us.

00:18:08.069 --> 00:18:08.069
Seven,

00:18:08.390 --> 00:18:09.029
11 times, 10

00:18:10.180 --> 00:18:10.180
Times.

00:18:10.240 --> 00:18:10.819
10.

00:18:11.569 --> 00:18:11.858
Yeah.

00:18:11.859 --> 00:18:12.460
I mean, wow.

00:18:12.529 --> 00:18:13.140
Yeah, that's true.

00:18:13.141 --> 00:18:14.099
I've been to Mexico city.

00:18:14.130 --> 00:18:15.380
I've seen it in every corner.

00:18:15.700 --> 00:18:15.819
You see

00:18:16.220 --> 00:18:16.220
.

00:18:16.250 --> 00:18:16.539
Yeah.

00:18:16.540 --> 00:18:29.490
So when you want to pay for a consultation, you can say, okay, I wanna pay in you get a Q code, and then you go to the, you scan it, you pay for your$5 and then, and then you get the consultation confirmed and you can have the consultation.

00:18:29.490 --> 00:18:30.769
So that way you can pay cash.

00:18:31.589 --> 00:18:32.210
That's genius.

00:18:32.390 --> 00:18:33.210
That's really good.

00:18:33.490 --> 00:18:34.130
I mean, yeah.

00:18:34.289 --> 00:18:34.289
Wow.

00:18:34.569 --> 00:18:36.930
We, we implemented that a month ago almost.

00:18:38.150 --> 00:18:38.440
Yeah.

00:18:38.441 --> 00:18:41.079
So it's it, it's one of the new things that we have on the platform.

00:18:42.049 --> 00:18:42.130
All right.

00:18:42.131 --> 00:18:44.250
So let's talk about coverage.

00:18:44.410 --> 00:18:59.358
I mean, let's say somebody in Columbia wants to access the, the, the, uh, service downloads the app, uh, and wants the$5 or the, the, the third level, um, consultations.

00:18:59.519 --> 00:19:01.599
I mean, can you accept payments?

00:19:02.259 --> 00:19:04.430
Are you in compliance with local laws and everything?

00:19:04.608 --> 00:19:10.910
Yes, because I mean, to be super straightforward, we're not using, we, we don't, we're, we're not a FinTech.

00:19:10.911 --> 00:19:11.990
We don't save the data.

00:19:12.490 --> 00:19:17.990
So we're using a third party to manage all of the payment from third parties and they have coverage all around the world.

00:19:18.608 --> 00:19:24.099
And so like, based on your answer is our coverage is all, all America.

00:19:25.019 --> 00:19:28.900
So practically, I mean, if you get a, if you are in Chi, you're in Argentina, you're in colo.

00:19:29.240 --> 00:19:33.660
If you're in Canada, if you're in Alaska, you can download a and schedule a consultation.

00:19:33.661 --> 00:19:36.259
The experience you can have is the same as if you are in Mexico.

00:19:36.839 --> 00:19:38.618
That's the, the advantage of,

00:19:40.440 --> 00:19:42.829
Okay, so you have an Oxo equivalent.

00:19:43.150 --> 00:19:43.789
Oh, oh, okay.

00:19:43.890 --> 00:19:44.509
That's what it meant.

00:19:44.990 --> 00:19:44.990
OK.

00:19:44.990 --> 00:19:51.589
So the coverage in all Latin, Latin, in Latin American countries that don't have Oxo, it's only credit card in debit card.

00:19:51.858 --> 00:19:52.349
Exactly.

00:19:52.351 --> 00:19:53.108
That's what it meant.

00:19:53.349 --> 00:19:53.509
Oh, okay.

00:19:53.510 --> 00:19:54.349
That was really my question.

00:19:54.670 --> 00:19:54.868
Oh, okay.

00:19:55.049 --> 00:19:59.460
So you have to get into agreement with the equivalent of Oxo in coloia and Chile.

00:20:00.059 --> 00:20:02.740
Cause in Colombia, for example, has limited locations.

00:20:03.000 --> 00:20:04.099
Not as many as in Mexico.

00:20:04.210 --> 00:20:04.500
Yeah.

00:20:04.500 --> 00:20:04.779
That's right.

00:20:05.059 --> 00:20:05.579
It's kinda a new thing.

00:20:05.730 --> 00:20:06.019
Yeah.

00:20:06.020 --> 00:20:06.380
That's right.

00:20:06.410 --> 00:20:14.618
Like FEA, which is the guys that on I think they have already in Peru, Colombia, and they're expanding slowly, but yeah.

00:20:14.660 --> 00:20:21.490
I mean, in order to pay for our services cash, we need to find coverage, uh, in all of, on all of the other countries.

00:20:22.839 --> 00:20:23.130
Yeah.

00:20:23.410 --> 00:20:23.490
All right.

00:20:23.490 --> 00:20:24.368
But still it's, that's

00:20:24.410 --> 00:20:25.210
All type on the pipeline.

00:20:26.579 --> 00:20:26.579
Okay.

00:20:26.580 --> 00:20:31.460
That's for the second level, for the third level, do you have already doctors in the directory in other countries

00:20:31.829 --> 00:20:32.380
Right now?

00:20:33.059 --> 00:20:34.740
All the doctors right now are only in Mexico.

00:20:36.259 --> 00:20:36.259
Okay.

00:20:36.259 --> 00:20:36.539
Yeah.

00:20:36.819 --> 00:20:41.329
We, when, when we open our, our next office, probably it's going to be in Colombia.

00:20:41.500 --> 00:20:43.410
We're gonna open the market to doctors.

00:20:43.589 --> 00:21:03.390
The thing is, um, we are very rigorous with the quality of our doctors and we, we need to see them like, like we are, if we want to hire a new doctor, at least for our free consultation and for the consultant and the express consultation, we need to be able to at least see them once a month.

00:21:03.391 --> 00:21:12.220
Like we have a, we have a massive meeting once a month with all of the doctors last month, we, they were 40 doctors and we, and they tell us a lot of feedback on the app.

00:21:12.221 --> 00:21:22.940
They tell us feedback, feedback on the patients, misuse on some of the, on the patient side, we've been having some of those cases also that they misuse the telehealth service for something else.

00:21:23.940 --> 00:21:32.368
Um, so we don't plan to open them to open up to doctors from other countries unless we open an office.

00:21:33.480 --> 00:21:33.769
Sure.

00:21:33.960 --> 00:21:34.250
Yeah.

00:21:34.250 --> 00:21:34.690
Makes sense.

00:21:35.000 --> 00:21:35.289
Yeah.

00:21:36.289 --> 00:21:36.289
Hmm.

00:21:36.730 --> 00:21:36.849
All right.

00:21:37.108 --> 00:21:38.650
So Hako, let's talk about challenges.

00:21:38.730 --> 00:21:45.880
I mean, what's been the, the most pressing challenge or set of challenges you've had in Mexico and the other countries in Latin America,

00:21:46.420 --> 00:21:49.000
Number one challenge is making the app work.

00:21:49.480 --> 00:21:56.480
that that's number one challenge, like in making the app work for each release, that has been one of the main challenges, each release.

00:21:56.509 --> 00:21:56.799
Yeah.

00:21:56.960 --> 00:22:04.789
Each release it's, uh, grilling job to test everything out, to see that we have the, the, the manner amount of box possible.

00:22:05.250 --> 00:22:12.190
And the other challenge has been that the patients take the consultations because like marketing

00:22:12.549 --> 00:22:12.549
Market.

00:22:12.868 --> 00:22:12.868
Yeah.

00:22:12.920 --> 00:22:13.269
Sales.

00:22:13.630 --> 00:22:13.630
Yeah.

00:22:13.650 --> 00:22:20.299
Not only sales, like fortunately the market has liked our ads and has liked our platform.

00:22:20.300 --> 00:22:23.059
And we've been having a very aggressive growth.

00:22:23.519 --> 00:22:26.099
The thing is they don't believe the service.

00:22:26.880 --> 00:22:29.579
So our marketing is get free consultations now.

00:22:29.920 --> 00:22:37.180
And they, and they, and usually what this was we've been seeing is that the users look at it and they say, no, it doesn't, it doesn't, it's impossible.

00:22:38.180 --> 00:22:39.049
They download the app.

00:22:39.690 --> 00:22:41.730
They, it takes them 30 seconds to do it.

00:22:42.108 --> 00:22:43.089
And then to schedule it.

00:22:43.190 --> 00:22:49.849
And then in the next two hours, or maybe the next day that the doctor is calling them and they receive the, the, they call on their phone.

00:22:50.160 --> 00:22:53.608
It's like, ah, no, I, I don't really want a consultation and they hang up.

00:22:54.680 --> 00:22:57.329
So we we've been having a lot of those issues.

00:22:57.410 --> 00:23:01.970
I can say maybe like maybe 30% of all of the schedule, really

00:23:02.809 --> 00:23:02.809
3%.

00:23:03.089 --> 00:23:03.368
I'm just curious.

00:23:03.880 --> 00:23:04.730
Just wanna know if it

00:23:04.890 --> 00:23:05.608
Is true or not.

00:23:05.609 --> 00:23:05.809
Yeah.

00:23:05.810 --> 00:23:10.529
Maybe 30% of the consultations we have, unfortunately are unsuccessful consultations.

00:23:10.530 --> 00:23:13.769
That has been one of the challenges and we, and we're improving it.

00:23:13.779 --> 00:23:15.960
We're improving, improving the communication.

00:23:15.961 --> 00:23:18.039
We implemented a WhatsApp integration.

00:23:18.040 --> 00:23:21.400
So we can communicate with the patients 10 minutes before the consultation.

00:23:21.559 --> 00:23:24.279
And we invite them to the, the waiting room in order for them.

00:23:25.240 --> 00:23:29.759
So we're trying to implement some, some ways for them, for this to not happen.

00:23:29.819 --> 00:23:31.358
But this has been one of the challenges.

00:23:32.358 --> 00:23:41.750
That's why, when I'm saying 3000 successful consultations is that 3000 patients that were connected with doctors with a diagnosis, and then that they get treatment plan.

00:23:41.819 --> 00:23:44.868
It's not just that they schedule something and, and they don't get it.

00:23:47.160 --> 00:23:52.599
It, you know, another challenge that I see here is with local laws.

00:23:53.539 --> 00:24:02.559
And I'm gonna tell you what is happening in colo, at least, uh, that I know because Colombia is, uh, is my home country.

00:24:02.779 --> 00:24:12.390
And I'm, I'm, we do a lot of business in Columbia and, uh, in 20 17, 20 19, something like that, they issue new laws for, uh, telehealth.

00:24:13.130 --> 00:24:24.000
And one of the restrictions that they have is you can only offer, they call it in the law, tele orientation services.

00:24:24.759 --> 00:24:30.599
They, you can orient, you can guide the patient, but you cannot do an actual medical concentration.

00:24:31.099 --> 00:24:31.319
Yet.

00:24:31.660 --> 00:24:40.759
You need to be a brick and model, you know, a building, a clinic, a hospital to have your own, your own servers, your own doctors, your own app.

00:24:41.849 --> 00:24:45.829
So that limits innovation in this space like you're doing in Mexico.

00:24:46.049 --> 00:24:49.029
So that's something to consider when you start growing in other

00:24:49.029 --> 00:24:49.390
Countries.

00:24:49.450 --> 00:24:49.990
Yes, of course.

00:24:50.049 --> 00:24:56.868
And I mean, you've addressed one of the issues that we had when we were first born, which is what, what do I call my service?

00:24:57.368 --> 00:25:06.618
And in, in Mexico, there's no current law that says that you cannot say it's a consultation, but there, but it's not accepted.

00:25:07.200 --> 00:25:10.900
That's why, I mean, if you don't, if you download the app, you're gonna see that everywhere.

00:25:11.299 --> 00:25:12.819
We, we don't say consultations in Spanish.

00:25:12.920 --> 00:25:16.500
We say accessor, which is orientations also.

00:25:17.240 --> 00:25:24.809
But in, but in the end, I mean, it's not like our doctors are giving a different service because it's an orientation or it's a consultation.

00:25:25.118 --> 00:25:29.049
It's not like we're, we don't limit the time of the consultation to 20 minutes.

00:25:29.608 --> 00:25:38.319
A psychologists consultation can go up to two hours and they can use the app for, to two hours and they just go, it's just, uh, it's just a word.

00:25:38.799 --> 00:25:39.640
just a word.

00:25:39.880 --> 00:25:40.680
And it's yeah.

00:25:41.079 --> 00:26:09.950
And, and, and, and this word I think was created to protect the, the, the real physical consultations, because something that, something that is true is that a physical con, you cannot do what the same in a physical consultation in person and in a telehealth consultation, like you cannot do the same amount of things, even if you had, uh, digital devices in order that, that measured with a very, uh, low, uh, error margin, the heart rate.

00:26:10.049 --> 00:26:13.309
And, and, and to be able to see with a high definition camera at the throat.

00:26:13.589 --> 00:26:17.940
I mean, there's ways of doing those, but it's not an actu it's not the same service.

00:26:18.240 --> 00:26:25.779
And that, that's why also we can, the doctors usually give or charge less for a telehealth service than a in person consultation.

00:26:26.160 --> 00:26:40.730
So I think, I think it's good that the different governments are differentiating from a consultation and an orientation, but I think we're gonna move one of the, I don't think it's a threat, but it's, uh, we're just gonna, we just have to do it right.

00:26:40.880 --> 00:26:47.349
That, uh, regulation is coming our way, whether we want it or not.

00:26:47.700 --> 00:27:00.630
Like just last week, uh, the Mexican Senate released a document where they plan to implement regulation in inte a 27 page, a 27 page, uh, plan to, to implement.

00:27:01.108 --> 00:27:06.858
And, and it, you know, it's very, um, political, but, but it's coming our way.

00:27:07.099 --> 00:27:20.279
We have to, to be prepared and, and, and to try to do it on our, on our own terms, but it, but it's, but it's one of the threats slash opportunities that, that we have

00:27:20.509 --> 00:27:21.000
Exactly.

00:27:21.190 --> 00:27:21.680
Exactly.

00:27:22.390 --> 00:27:28.759
Well, and, and, uh, in the rest of Latin America, beyond Mexico, in what other countries you've seen the highest

00:27:29.200 --> 00:27:30.839
Adoption, Argentina is crazy

00:27:31.029 --> 00:27:31.640
Argentina,

00:27:32.279 --> 00:27:32.279
Huh?

00:27:32.280 --> 00:27:32.559
Yeah.

00:27:32.680 --> 00:27:40.069
A like when we release the service, Colomb Mexico were on the top Mexico, maybe 60% of our users were in Mexico and 40% Colombia.

00:27:40.608 --> 00:27:49.950
But in the last three months I've seen something like Argentina had a user growth of 2000% in the last month they grew.

00:27:50.269 --> 00:27:50.269
Wow.

00:27:50.509 --> 00:27:52.430
Like outta that happened, I have no idea.

00:27:53.029 --> 00:27:55.910
I would love to tell you, maybe they, like, they liked our new ads.

00:27:57.069 --> 00:28:08.339
They like the words that we're, we're saying, I guess, but Argentina has been one of the main ones, Chile also, um, Ecuador, Venezuela, uh, like they've been liking it a lot.

00:28:08.340 --> 00:28:10.779
Like the us it's up and down, up and down.

00:28:11.559 --> 00:28:19.930
And we've been having some user from some users also from India and other countries that probably are living over probably they're living over there.

00:28:19.931 --> 00:28:23.690
And they have their app store linked with some country Latin American.

00:28:23.691 --> 00:28:26.849
That's why they're being able to download the app and get a consultation over there.

00:28:27.769 --> 00:28:45.400
And, but yeah, I mean the main countries that maybe we would have, if I, if I was to decide today were to open an office, I would say, number one, colo, number two, Argentina, probably see, even, even though Argentina, economically is not very strong, but we've seen numbers that we haven't seen in other country.

00:28:47.009 --> 00:28:47.250
Excellent.

00:28:47.470 --> 00:28:52.450
I'm glad, I'm glad to hear this, that you already have solid, uh, market traction in these countries.

00:28:52.710 --> 00:29:00.119
And you also brought up something that not many people talk about, which is the us, the us is another country America.

00:29:00.240 --> 00:29:02.079
I mean, there's, there's probably 40 million.

00:29:02.799 --> 00:29:02.799
Yeah.

00:29:03.240 --> 00:29:04.640
Hispanics in

00:29:04.799 --> 00:29:05.039
The us.

00:29:05.040 --> 00:29:05.319
Yeah.

00:29:05.480 --> 00:29:08.519
Not only 40 million, 15 million of those are immigrants.

00:29:09.740 --> 00:29:19.630
And yeah, that's, that's another super big, uh, audience that probably in the future, we're gonna, we're gonna be able to give them services.

00:29:20.109 --> 00:29:25.269
And because, I mean, right now they can get telehealth, but they cannot get, uh, a recipe in the United States.

00:29:25.910 --> 00:29:25.910
They

00:29:26.019 --> 00:29:27.309
Exactly a prescription

00:29:27.309 --> 00:29:28.069
Prescription that's right.

00:29:28.210 --> 00:29:32.539
So we're working towards being able to, to do that possible.

00:29:33.700 --> 00:29:38.319
So, so with the pharmacy, let's talk about that for a minute before we close, because we're close at the end of the show.

00:29:39.039 --> 00:29:48.759
Um, so you said that at least in Mexico, you can fulfill the prescription and send the drug, whatever it is to the patient's house.

00:29:49.200 --> 00:29:49.200
Yeah.

00:29:49.640 --> 00:29:50.279
In, in what time?

00:29:51.000 --> 00:29:51.839
24 hours, 48 hours.

00:29:51.940 --> 00:29:52.160
If,

00:29:52.160 --> 00:29:57.039
If you're in the, if you're in Mexico city and it's before 5:00 PM, you can get it the same day.

00:29:57.940 --> 00:29:58.160
Wow.

00:29:58.259 --> 00:30:02.309
And if it's outside of Mexico city, between 24 to 48 hours,

00:30:03.400 --> 00:30:03.970
Very good.

00:30:04.279 --> 00:30:04.809
Very good.

00:30:05.230 --> 00:30:08.890
And, and of course there is, that's a revenue source.

00:30:09.049 --> 00:30:11.130
I mean, you make money with that service.

00:30:11.279 --> 00:30:11.569
Yeah.

00:30:11.569 --> 00:30:12.450
I mean, we have a rebate.

00:30:12.690 --> 00:30:17.559
We, we, we use another service that we don't do the delivery it's party.

00:30:18.700 --> 00:30:23.880
And we, and we get a very small revenue of all the recipes that are fulfilled through our channel.

00:30:24.339 --> 00:30:33.720
And we also have through this same partner, we have a, like, when you get a re a recipe from hello, doctor, you get a, a barcode for each medicine.

00:30:34.140 --> 00:30:42.309
And when you go, like, we have partnerships with, I think it's almost 10,000 points of sale, different pharmacies in all around Mexico.

00:30:42.950 --> 00:30:48.630
But if you go with our recipe and they see our logo with their, with the barcode, you can get discounts.

00:30:49.329 --> 00:30:55.420
So, so it's one of the, the, the benefits that you have of also getting a consultation with, or it's free.

00:30:55.421 --> 00:30:57.740
And then you gotta, you got a discount

00:30:58.579 --> 00:30:58.579
Okay.

00:30:58.599 --> 00:31:02.339
So you go, you are in the us, you know, our audience is mostly in the us.

00:31:02.480 --> 00:31:07.779
So you have a partnership with CVS, with Walgreens, for example, in Mexico.

00:31:08.089 --> 00:31:08.380
Yeah.

00:31:08.400 --> 00:31:12.140
So I go with the app and they will fulfill at a discount.

00:31:12.289 --> 00:31:12.579
Yeah.

00:31:13.019 --> 00:31:13.700
They scan the bar code.

00:31:13.809 --> 00:31:18.250
If it's a generic medicine, usually there's higher discounts up to 50%.

00:31:18.789 --> 00:31:23.450
And if it's a branded medicine, you can get up to 10% discount, something like that.

00:31:23.710 --> 00:31:29.609
But the idea is to eventually have this service available in the United States and that you can go with the hello doctor recipe.

00:31:30.309 --> 00:31:46.160
And if it's not a controlled drug, uh, like ACEP, like anti, like, like a psychotropic drug, which is very sophisticated, um, you can get it, uh, just, uh, sorted out on any, any Walgreens or any CVS.

00:31:47.809 --> 00:31:48.099
Yeah.

00:31:48.101 --> 00:31:50.500
But there's, but there's a lot of compliance in the United States.

00:31:51.009 --> 00:31:51.460
Yeah, of course.

00:31:51.930 --> 00:31:51.930
Yeah.

00:31:52.170 --> 00:31:52.170
Yeah.

00:31:52.171 --> 00:31:53.210
I know that's a different market.

00:31:53.440 --> 00:31:53.730
Yeah.

00:31:53.730 --> 00:31:54.289
Different rules.

00:31:54.690 --> 00:31:54.690
Yeah.

00:31:55.369 --> 00:31:56.049
We're starting to export it.

00:31:57.700 --> 00:31:57.990
Yeah.

00:31:57.990 --> 00:31:58.190
Yeah.

00:31:58.191 --> 00:31:58.630
Absolutely.

00:31:59.420 --> 00:32:07.549
Well, I mean, this is fascinating how global, um, I am so, so impressed with your work and your team of course.

00:32:07.970 --> 00:32:10.940
And, um, what about competitors?

00:32:11.059 --> 00:32:13.259
I mean, who else is out there doing something similar?

00:32:13.289 --> 00:32:22.980
Well, I can say that at least in, since COVID started, I can name 100 startups that are focusing on telehealth in, in Latin America.

00:32:23.359 --> 00:32:32.569
And out of those 100, probably some are not, are not, they don't do not exist anymore, but there are many competitors there there's also market for everyone.

00:32:33.029 --> 00:32:36.609
And what, what I have seen is that every platform is different.

00:32:36.779 --> 00:32:53.200
Every platform has a different tango there's platforms that more are more focused on the, on corporate, like, uh, on, on like, like healthy companies, company solutions, there's there's platforms, more focused on the doctor instead of being like more doctor centric instead of patient centric.

00:32:53.549 --> 00:32:56.400
There's many, many, many different flavors and options.

00:32:57.220 --> 00:33:01.829
And I, I, that's why I would say that we're very unique in the, in the service that we provide.

00:33:02.609 --> 00:33:19.779
But, eh, I think that, that, I mean, every time I see a new one, that's good news because it's, it's someone, it validates a space, it validates for the venture capitals that it, that it's a space that many people are, are trying or that see that there's future on it.

00:33:20.160 --> 00:33:21.740
And there's market for everyone.

00:33:21.859 --> 00:33:27.500
I mean, the, the Mar the outpatient consultation market in LA America is huge.

00:33:28.359 --> 00:33:28.579
So,

00:33:30.289 --> 00:33:30.579
Yeah.

00:33:31.180 --> 00:33:34.730
Is, is so huge that I think that rap is getting involved in telehealth.

00:33:35.049 --> 00:33:35.049
Yeah.

00:33:35.049 --> 00:33:35.930
Correct me if I'm wrong.

00:33:35.931 --> 00:33:36.089
Yeah.

00:33:36.090 --> 00:33:43.609
I mean, one of our services, and we're exploring that path with them is we call it TA telehealth as a service.

00:33:44.230 --> 00:33:47.849
So we made a bundle of our free consultation service.

00:33:48.000 --> 00:33:51.210
It's an K and you can plug this into any platform.

00:33:51.509 --> 00:34:10.760
So we're talking about insurance companies that have their home, their own apps, like BU like Bupa, we're talking about fin, FinTech, eCommerce, like all of these platforms, like if you're listening to this and you have one of those, give us a ring, we have a SDK that you can, you can put in your platform, you can put in your app, you can put in your platform.

00:34:10.860 --> 00:34:14.190
And it's, it's really amazing because it makes your product deeper.

00:34:15.360 --> 00:34:18.159
Now, one of the things that makes Google, Google is that's super deep.

00:34:18.840 --> 00:34:20.559
Now you have many, many things you can do with it.

00:34:20.860 --> 00:34:28.960
And if you are, I don't know, a FinTech and you give credit to people and you just, in two weeks, you can plug in a telecom service and you make your product deeper like that.

00:34:29.739 --> 00:34:38.789
So, so, so yeah, it's one of the services that I'm very, I'm very enthusiastic of seeing that, uh, product growth grow a lot.

00:34:39.500 --> 00:34:40.269
Very good idea.

00:34:40.820 --> 00:34:41.110
Yeah.

00:34:41.550 --> 00:34:42.190
Excellent HaBO.

00:34:42.630 --> 00:34:44.469
Alright, Haba, we're close to the end of the show.

00:34:45.010 --> 00:35:13.449
And, uh, the last, uh, question that I have for you here is something that I always ask my guest that towards the, the, the end of the, uh, interview, which is if you had the CEO of, uh, of a company in the United States or Europe that is just thinking about investments in Latin America, or starting a company in Latin America, or it's trying to sell product or service in the region, what would you say to him or to her as last words of wisdom?

00:35:14.000 --> 00:35:29.190
What I would say is that, um, it's a market with a lot of hunger and with a lot of opportunity, and that has been, it has just tons of potential.

00:35:29.949 --> 00:35:38.809
I mean, I mean, if, if I were to start a telehealth platform in the United States, I would not grow as fast as I am growing.

00:35:39.929 --> 00:35:44.090
I mean, the, like the, the users, the Latin American people are amazing.

00:35:44.090 --> 00:35:49.369
They're very passionate people and they're eager to have more, to get more.

00:35:50.030 --> 00:35:56.840
And if we put it, if we put it on their hands and they can understand it, I mean, they can throw you to the sky.

00:35:57.070 --> 00:36:00.280
Like it like it, they can drive you, like, it's amazing.

00:36:00.599 --> 00:36:03.800
The, the, the Latin, Latin American people and the market is, is just crazy.

00:36:04.099 --> 00:36:15.269
How, if you find something that they would, they would like, they would just like, you would be amazed at, at, at how, at the level of acceptance they will have.

00:36:15.590 --> 00:36:21.389
And like, we have a meeting once a week with the whole team where we read the success cases.

00:36:21.530 --> 00:36:28.349
We had the, the grid, we have one person that's only focused on talking with patients and documented all the success cases.

00:36:28.730 --> 00:36:32.739
And we have more than hundreds in all, all of Latin American countries.

00:36:32.820 --> 00:36:42.099
I, I think except of Brazil, because we, we don't speak Portuguese, but it's amazing how you talk to, like, you hear people out and it's like, I I've managed to help this person.

00:36:42.289 --> 00:36:45.219
I've managed to give them a service that they were looking for.

00:36:45.699 --> 00:36:53.570
They, I, I answer that question and I would tell them, like, in simple, words're very hungry can give us food.

00:36:54.170 --> 00:36:54.210


00:36:55.489 --> 00:36:55.690
Excellent.

00:36:55.929 --> 00:36:56.090
Excellent.

00:36:56.429 --> 00:37:07.690
No, you are solving a big problem in the region, uh, which you mentioned at the beginning of the interview, which was the, the, the accessibility and quality of the service.

00:37:08.429 --> 00:37:19.960
So, I mean, you don't, I mean, sometimes I've seen people standing in line for hours just to see a doctor or just to get an appointment, to see a doctor in a, in a month

00:37:19.960 --> 00:37:20.360
That's right.

00:37:20.360 --> 00:37:20.960
That's experience.

00:37:21.159 --> 00:37:31.389
I have, every time I go to the public hospitals in Mexico, like people go there at 5:00 AM just to get, uh, a ticket or to get a ticket, to get line.

00:37:32.090 --> 00:37:35.389
And then when they get to the end of line at 5:00 PM, there's no more medicine.

00:37:37.440 --> 00:37:40.880
No, it's, it's, I've seen eyes.

00:37:41.119 --> 00:37:47.199
And it's like, we're very like the, the purpose of our platform is what drives all of the people that work at.

00:37:49.510 --> 00:37:49.750
Excellent.

00:37:49.989 --> 00:37:50.829
Ha thank you for that.

00:37:51.030 --> 00:37:53.630
And you're doing arch sharing every job, I mean, congratulations.

00:37:54.210 --> 00:37:56.590
So thank you for being here in the show today.

00:37:56.949 --> 00:37:59.590
I look forward to being in touch with you and, uh, thank you,

00:37:59.869 --> 00:37:59.869
Julio.

00:38:00.119 --> 00:38:00.590
Thank you.

00:38:00.659 --> 00:38:05.349
Very happy to be in this audience and reach out if you want and test the app.

00:38:05.710 --> 00:38:06.860
Does the app it's for free

00:38:07.389 --> 00:38:08.059
Absolutely.

00:38:08.179 --> 00:38:09.539
I will download it myself, actually.

00:38:09.630 --> 00:38:10.340
Thank you, Julio.