Twig Health

A Lesson for Healthcare from … The Beatles Whenever I’m asked about improving healthcare outcomes, I silently hum to myself  “And in the end, the love you take is equal to the love you make” from the Beatles' Abbey Road. What does this have to do with healthcare?   Consider this: in retail, business success and Customer Lifetime Value (CLV) are deeply tied to the quality and experience of services provided. Tony Hsieh’s great book (https://a.co/d/i5jloRZ), Delivering Happiness, about Zappos’ renowned customer service, captures this philosophy taken to near perfection.   The healthcare sector has a long way to go to achieve a retail-like experience for patients and health plan members. One of the key points is showing the patients how much we care. Easy to say, hard to do.    What if we could show each and every patient how much we care for them by giving them a true concierge experience?    This was the challenge Hemi Weingarten, Ami Klein, the amazing Twig team and I set for ourselves when we launched Twig Health. From what we observed, Twig’s retail-inspired service architecture has achieved outcomes that are 2-10 times better than traditional and technology approaches to CM/QM/UM (care, quality, and utility management). This performance is due to a hybrid approach blending the best AI technologies with a team of high EQ remote nurses working in concert to create real human connections at scale.   To quote another Paul & John classic – “All you need is Love” ❤️

AI in Digital Health: A Collaborative Approach – AI + HI + HE AI // AI is undeniably a game-changer for digital health. This post was proofread by ChatGPT. However, can AI truly replace humans in patient/member engagement? Where does AI fall short, necessitating Human Intelligence (HI)? AI + HI // At Twig Health, we enhance care management, quality management, and home care for plans and providers. Our hybrid service architecture is guided by AI but led by humans (remote nurses). When we integrate human empathy into our interactions, ensuring patients/members know they are speaking with a REAL nurse, engagement skyrockets. Why? AI + HI + HE // The answer lies in empathy. Humans possess something beyond intelligence—empathy (HE). This encompasses relationships, compassion, and a myriad of human qualities, driving engagement through the roof (x10). AE // Until AI can incorporate Artificial Empathy (AE), humans are essential for addressing complex engagements like care and quality management, post-acute care, chronic care, home care, etc. Personally, I believe AE will be a tough nut to crack. AI + HI + HE = Engagement² // Until we achieve AE, the hybrid AI + HI + HE approach appears to strike the right balance for complex engagements.

Super-nurses Now!

Is South Park right? Our CEO, Amir Kishon chimes in with some thoughts.

We’re proud of our partnership with Care Partners At Home

Most healthcare SaaS solutions are dead on arrival. There are several reasons for this, and there is a solution. #digitalhealth #saas #pulpfiction

This week, as we celebrate #NursesWeek, we at Twig Health want to recognize the indispensable role of nurses in healthcare innovation. 🌟 At Twig, we combine remote nursing with advanced AI to optimize care management, but we firmly believe that technology is here to enhance, not replace. The heart of patient care always beats strongest through the compassion and expertise of nurses. Our experience implementing this hybrid model across hospitals, health plans, and home care providers showcases the extraordinary impact nurses have every day. We see AI not as a replacement but as a co-pilot that transforms our skilled nurses into super-nurses. 🚀 Let's celebrate the incredible work nurses do and the powerful synergy of human touch and innovation in healthcare. This is a good opportunity to wish all our SUPER NURSES at Twig,   Happy Nurses Week!!! #HealthTech #NursesDay #AIHealthcare #PatientEngagement

SUNY Downstate Health Sciences University and Twig Health Announce Partnership to Advance Value-Based Care We're extremely honored to team up with SUNY Downstate to provide concierge level care to Medicaid populations in Brooklyn, NY. The partnership will increase patient engagement, reduce care team burden, and optimize value-based care services. From the Press Release: SUNY Downstate Health Sciences University (“SUNY Downstate”) and Twig Health (“Twig”) have announced a partnership to accelerate the transition to value-based care that will focus on quality of care for SUNY Downstate’s Medicaid patient population. As Brooklyn’s only academic medical center for health education, research, and patient care, the partnership with Twig will enable SUNY Downstate to improve patient outreach, engagement and value-based care services. SUNY Downstate clinicians see over 95,000 Medicaid patients each year. This patient population is eligible for many free services such as screenings, chronic disease management, wellness, and home care services. However, staffing and communication constraints have limited SUNY Downstate’s ability to engage and provide preventive services to these patients. SUNY Downstate has partnered with Twig Health to help activate and engage hard to reach patient populations, leading to better performance on its value-based goals with insurers. Twig Health is providing a turnkey service to SUNY Downstate: Twig’s remote nurses, co-piloted by AI, forge supportive relationships with patients, primarily via SMS messaging, transitioning care from discrete touchpoints to continuous collaboration. Through Twig, patients receive all the guidance, motivation, and support needed to make value-based services a success.   #digitalhealth #healthequity #patientengagement

The case for separating your care management and member experience teams If you are a health plan leader, you should seriously consider separating the care management from the member experience function in your organization. In this post we will explain the distinct benefits of such a bifurcation, which allows each team to focus on their specialized offering while collectively enhancing the overall service quality and member satisfaction. Reduce burnout: The member experience team can focus on simple repetitive activities such as care coordination, scheduling, medication adherence, providing information and member education, reminders, and basically anything that isn’t clinical. Meanwhile, the core care management team can focus on critical care management needs, developing and implementing clinical programs, managing chronic conditions, and ensuring members receive appropriate, high-quality care. Remember: Care managers that practice at top of license are happy care managers. Improve member satisfaction and loyalty: By having a dedicated member experience team, health plans can proactively address and refine aspects of the service that directly impact member satisfaction, such as customer service, navigation, member education, and engagement initiatives. Satisfied members are more compliant and more likely to remain with the plan and recommend it to others, reducing churn and enhancing the plan’s reputation. Improve outcomes: The care management team can use its clinical knowledge to design and implement programs that directly impact members’ health, such as population health management programs, preventive care initiatives, quality campaigns and personalized health plans. The member experience team can follow through with members to support such programs and make sure members are adherent. This division of labor can lead to better health outcomes, reducing utilization and costs for both the members and the health plan. Increase member engagement: A well-functioning member experience team can increase member engagement through effective communication and education strategies, leading members to participate more actively in preventive care and health improvement activities offered by the care management team. This synergistic effect can lead to healthier members and reduced healthcare costs over time. Learn more: If you are experiencing challenges in member engagement and outcomes, we’d love to help. Twig Health is a turnkey service. We offer a virtual “front-desk” to your care management and quality teams. Twig’s remote nurses, co-piloted by AI, forge supportive relationships with members that lead to outstanding results. #healthpan #caremanagement #memberexperience #memberengagement

Caregivers, we love you! As we welcome 2024 and rev our engines after a well deserved holiday break, there’s a group of unsung healthcare heroes we’d like to acknowledge – caregivers. Over 40 million older patients are assisted by their spouse, children, family member or close friend as they embark on health journeys that can last from days to years. These unpaid caregivers serve as the bridge between the patient and the complex world of healthcare. They manage everything from medication schedules to doctor’s appointments, and often juggle these responsibilities with their own very busy lives. Caregiving, especially for an older family member, can be a demanding and sometimes overwhelming task. It can lead to “caregiver burnout”, a state of physical, emotional, and mental exhaustion. That’s why it’s important for caregivers to have access to resources that can ease their burden and provide them with support. Services like Twig Health can help, offering a lifeline to both patients and their caregivers. Twig, through its innovative SMS Concierge service, acts as a clinical front desk available 24/7. Twig’s nurses reduce the burden for caregivers (and patients) by providing reminders for appointments, medication schedules, and answering specific questions, usually within minutes. If you’d like to learn more, please reach out. #digitalhealth #caregivers #caregiversupport #patientexperience #patientengagement #sms #twighealth