Oscar Ramos
Commercial Director
View from the Top

Clear Laws Needed to Make Telehealth More Transparent

By Miriam Bello | Tue, 04/20/2021 - 11:04

Q: How does Viveo deliver efficient, accessible and personalized healthcare?

A: Viveo, founded in 2017 in Estonia, seeks to bring healthcare to patients through teleconsultations on a simple, clean, intuitive and secure platform. Our platform offers doctors everything they need for their office or medical practice with just one click. Our efforts focus on making the platform accessible to everyone by constantly looking for alliances with governments, hospitals and other providers.

Many doctors who perform teleconsultations through other platforms face certain complications, including a lack of a clinical record or billing, which often is not automated. Our platform already includes the patient's clinical records and the billing system. Another important issue is security. Other platforms have been the target of attacks and information leaks. With Viveo, all the information exchanged within the platform is completely encrypted. Not even the Viveo team can access patient information; we only have access to general information for statistical purposes.

The platform is very secure, simple, flexible and intuitive. Its costs are transparent as the doctor always sees what they will receive after commissions. The pandemic quickly accelerated the demand for our services and we worked to boost our penetration in different markets, which has been a challenge. Viveo is present in the Balkan countries, India, Mexico, Brazil and South Africa.

Q: How have you integrated feedback from physicians to grow or improve the platform?

A: When we knew Viveo was coming to Mexico, we did tests with a group of doctors and used their feedback to make modifications that provide certainty to the health professional in Mexico. For example, unlike other countries, Mexico uses multiple medical licenses. No physician can access the platform without being validated by local authorities.

Q: How are you getting doctors to use Viveo’s platform?

A: We have a B2C division, which directly caters to doctors who enter Viveo’s site, register and pay for a membership. We also have a B2B division, in which doctors sign up through agreements with hospitals, pharmaceutical laboratories, insurance companies or private companies that want to provide the service to their employees.

Q: How has Viveo’s digital prescription worked in Mexico as the country has limited digitalization?

A: There is a legal gap regarding digital prescriptions: doctors are able to issue prescriptions, but it is up to the pharmacy to accept them. The problem arises when the pharmacy asks for the original prescription with signature. The law is ambiguous as the signature can be digital or handwritten. We depend on the internal controls of each pharmacy chain to supply the prescription. Doctors are using the platform’s prescriptions, which makes the medical consultation more accessible.

Q: How can Mexico’s legal framework provide greater certainty to companies and patients using digital technology?

A: We are collaborating with the HealthTech Mexico association, which incorporates several hospital chains and telehealth companies. Together, we are introducing a proposal to legislators to make laws clearer, which will generate greater visibility for digital health companies.

If the law is clear, digital services will become more transparent. We need to formulate standards that are accepted in all pharmacies and hospital chains so users can keep their clinical records and share them with whomever they wish. When they no longer wish to do so, they can withdraw access to that information.

Q: What are your growth expectations in Mexico?

A: We are about to launch a marketplace to connect doctors with patients looking for a specialist at a particular time and allow the latter to schedule an appointment. We want to add as many doctors as possible. Our goal is to reach 1 billion users by 2025.

Q: How can technology build the bridge that allows rural and marginalized communities to access healthcare services?

A: We want to provide accessibility. We are very flexible on the monetary side. We work with state governments, authorities and companies to make the platform as accessible as possible. If there is no specialist in a remote city, we try to ensure the patient does not have to travel too far. They can go to the nearest city with an internet connection to connect with a specialist for an initial assessment and triage. One of the challenges in this regard is telemetry and other measurements but technology is advancing to the point where doctors can read vital signs and other parameters.


Viveo is an eHealth provider that created a telemedicine platform to bring healthcare to 1 billion people by 2025. Through its cutting-edge technology and commitment to data privacy, Viveo wants to change how the healthcare industry works.

Miriam Bello Miriam Bello Senior Journalist and Industry Analyst