ViVE 2024 Health Tech Showcase: What is Patient Engagement | Part 2

I’ve been doing patient engagement since before patient engagement was – I guess it would be a verb – before the TCPA came in, and did the healthcare exigency. There are a lot of things we can do now that we couldn’t do before, and I’ve had the great fortune of scaling this company. We see over 2 billion interactions every single year on our platform. That’s 100 million active patients that are going through our rails.

And I also feel very honored that we’ve had many partners trust us to run their communication on our rails. So we’re also seeing what’s happening with some of those vendors that were on the previous slide. And this has given us a front-row seat into a lot of the things that can go wrong in patient engagement.

Here’s an example: a hallucinating workflow in a third-party system, or purely a broken workflow. You set something up in a system. You never anticipated that when a patient goes in to book mental health appointments, they might book a year’s worth of appointments, and you might have a workflow that’s just spamming that patient. Or, similarly, an unorganized workflow. This happened to me last week. I got a skin biopsy on my shoulder, and on Sunday morning, I got 3 push notifications, 3 emails and a text message all at the same time: 10:01 am.

I clicked on the first push notification on my phone, and I saw in medical terms the pathologist’s interpretation. I did not understand a single word on that page, and I’ve been in healthcare for almost a decade. So I went to Linkedin, and I posted it and asked everybody if I had cancer.

That is not what you want your patients to do. Later on Sunday, I went back through my emails. I clicked on another email. And it turns out the doctor had sent me a very nice message at 11 am telling me everything checked out, and I was good to go, come back to the dermatologist in a year. So unorganized workflows can create a lot of patient confusion, and I won’t read through all the other ones. But poor patient communication happens all the time. These are real things that we’re helping our customers observe with our software.