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March 7, 2023

Async in application: Health system insights for patient retention, clinician efficiency, and frictionless escalations

At Bright.md, our clinician and patient users understand a thing or two about the value of asynchronous telehealth. Spread across the country and varying in sizes, our health system partners have each implemented Bright.md with the goal of streamlining administrative tasks for their clinicians, while offering patients an easy and effective care option that results in retention.

This past month, we checked in with a few of our customers to get a better sense of how the Bright.md platform delivers on value in a number of key areas. Whether it’s keeping patients engaged, gaining clinician buy-in, or seeing downstream revenue from escalations, we dove into the data to tell the story of the real-time benefits of Bright.md.

Patient retention in a time of growing care options

Direct-to-consumer choices when it comes to finding and receiving care can have a significant impact on health systems looking to build and maintain revenue in an uncertain climate. With Amazon making a play for low-acuity patients through recent acquisitions, for instance, systems need options that combat patient losses to other care venues that are often less cumbersome and more efficient. Asynchronous telehealth, we believe, is the perfect solution to not only welcome patients through a digital front door, but to navigate them to the appropriate care venue the first time around, while ultimately treating low-acuity conditions in the most efficient way possible.

This January, in fact, one health system partner recognized 58 percent of their asynchronous telehealth users were repeat patients, reinforcing Bright.md’s ability to keep patients in their system for low-acuity needs. Another health system partner saw that 34 percent of users of Bright.md’s platform in the month of January have used Bright.md before as well.

A third health system customer of Bright.md saw a six percent increase in the number of repeat users from December to January—a notable statistic that proves patient satisfaction with their visits and a willingness to use the solution again.

Provider support that increases efficiency and alleviates overwhelm

Telehealth is often touted as the cure for today’s epidemic of clinician burnout. But as we’ve recently learned, telehealth can both help and hinder clinicians’ feelings of overwhelm. Critical to the success of a telehealth solution in addressing provider burnout are key areas of functionality, like integration with an EHR, trusted clinical decision support, and accommodating workflows that address not just care navigation but also escalations.

In January, our health system partners experienced a number of data points that help reaffirm Bright.md’s role in supporting burnt out clinicians while gaining their buy in. For instance, one Bright.md customer saw a 93 percent provider satisfaction rate when delivering care through our asynchronous telehealth platform.

And with continued use of the Bright.md platform comes greater efficiency and a gained trust in both the platform and the proprietary clinical content we include. Crafted by a team of in-house editors and constantly vetted through trusted resources, our clinical decision support is vital to helping today’s doctors offer care in the most effective way possible.

Bright.md system partners also saw gains in efficiency during the month of January. One customer, for instance, saw provider time for asynchronous visits last just two minutes and seven seconds on average, while a second health system has seen continuous months of providers spending four minutes on average to deliver care through Bright.md. One health system partner in particular saw an average time to deliver care of about five minutes in December, but had gains in efficiency through increased usage during the month of January, leading to their clinicians spending less than four minutes to deliver care through Bright.md.

Asynchronous treatment and escalations to other care settings

With Bright.md, treating clinicians have the ability to treat patients asynchronously for low-acuity conditions, or they can choose to escalate the patient to either a video or in-person setting  to accurately diagnose and treat them. Additionally, the Bright.md platform is designed to automatically escalate patients out of an asynchronous visit should they answer questions in a specific way during their patient interview that points to higher-acuity symptoms or chronic issues.

With that in mind, Bright.md integrates into a health system’s existing workflows to ensure patient escalations are handled correctly and appropriately to reduce friction in the patient experience, while maintaining efficiency gains for providers through these important transitions of care. Not to mention, the downstream revenue our solution enables through this functionality. In fact, we recently saw that 81 percent of patients escalated to a synchronous encounter through Bright.md follow through with their visit.

This past January, one health system partner of ours had a consistent treatment rate of 95 percent, meaning a vast majority of patient complaints were treated asynchronously with few escalations. Although this makes sense for low-acuity conditions, other partners of Bright.md experienced slightly higher escalation rates as a result of more complicated patient needs and an older patient population. For instance, another health system partner of ours saw that 74 percent of visits in January through Bright.md were provider treated, while 26 percent were provider escalated.

As clinicians become more familiar and comfortable with Bright.md’s asynchronous interviews, escalations to other care settings can also decrease. For example, a new health system partner of ours saw 79 percent of provider reviewed interviews treated asynchronously in January—a stark increase of a 45 percent asynchronous treatment rate from the two months prior, since providers were still training to use the system for patient care. Bright.md’s solution is designed to be used intuitively by clinicians, while our clinical content and workflow management capabilities garner trust with repeated use, leading to more patients treated asynchronously while maintaining quality and outcomes.

The data doesn’t lie

Asynchronous telehealth gained buzz and traction during Covid-19, but its staying power in today’s healthcare climate is proven by the results of our partner health systems. By offering an experience that’s seamless and virtual, health systems can directly compete with today’s new consumer healthcare offerings, while alleviating clinicians of overwhelm through clinical decision support. The Bright.md solution allows for downstream revenue by integrating into a system’s EHR and current workflows, providing an avenue for effective navigation and frictionless escalations.

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