Understanding how our customers use Awell

This page contains guidance to help you better understand how our customers are using Awell so that you can be more prepared and informed in customer conversations.

Intro

To recap from our Mission, A care flow is

Any sequence of activities performed by care teams to reach or maintain a desired health state for a patient.

Translating this to our actual product offering: customers use ✏️Awell Studio to design these care flow activities which are to be completed by patient and/or care team stakeholders for a given use case. Think of activities like

  • messages with information about a patient’s next step in their care journey (“Get ready for your appointment”, “Here are some tips to help you with your recovery”, …).

  • forms or clinical questionnaires to capture a patient’s demographics, current health status, … (“Provide your age, current weight & height”, “Fill out this screener”)

  • calculations and clinical summaries to turn those data inputs into actionable outputs

Awell Studio is where Clinical, Product and Engineering teams gather to build out the above care flow activities and decide on their choice of integration and channel of communication (via mail, SMS, in-app) with their stakeholders. We allow healthcare organizations to surface activities to patients & clinicians

  • via proprietary apps, like home grown patient portals and care delivery systems where they build their own UI on top of Awell’s orchestrated activities

  • via 3rd party apps, like Electronic Health Record systems where they leverage the available 3rd party features (charting notes, messages, tasks) to orchestrate the right care activities

Note: a combination of the above is possible

 

After the care flow design is finished and validated, customers operate the design in clinical practice through interacting with the ⚡ Awell Care API. This means patients are created in the Awell platform and then enrolled in a care flow, which means the designed care flow activities are activated at run-time for the right stakeholder at the right time.

To make this a little more crisp, below are some explicit use cases that customers use Awell for in a clinical setting.

Use case examples

 

Use Case 🔎

Explanation 📝

Video examples 🎬

Use Case 🔎

Explanation 📝

Video examples 🎬

Patient onboarding

A patient wants to sign up for health services of company ABC as he heard good things about it from his friend. He therefore navigates to ABC’s website and finds a big “sign up” button on their website, which takes him through a series of forms to capture his demographic, medical history and insurance details.

Possible scenario’s:

  • He ends the flow with the confirmation he’s successfully signed up and will be contacted soon by clinical staff.

  • He ends the flow with the message he’s not eligible for the services and where he may find help elsewhere.

https://www.awellhealth.com/customer-stories/how-mindler-streamlined-mental-health-support-and-increased-efficiency-by-80-percent

https://www.youtube.com/watch?v=wNRPm--hJqQ&t=134s

https://www.youtube.com/watch?v=0RrgxLytKU4

One-time PROMs/PREMs collection

A patient receives an in-app notification from their health provider, indicating it’s time to talk about their quality of life and is being asked to participate in a survey. The patient acknowledges the notification after which he fills out a couple of questions with the premise that this feedback is taken into account to improve their services.

https://www.youtube.com/watch?v=bpfBTMsobHA&t=1s

Patient reports a health concern / triage

A patient wakes up and is not feeling well due to his lingering cold. The patient opens up the app of his health provider, to submit a health concern and details about his runny nose and overall well-being. He receives immediate feedback that his concerns were submitted and clinical staff will reach out shortly.

https://www.youtube.com/watch?v=YMXt_8It2Bs&t=71s

Risk score flow on receipt of an ADT message

An Admission, Discharge, and Transfer message is sent out by Hospital ABC, identifying patient XYZ is being discharged for issues related to his cardiac disease. While the patient walks out to his car, he receives a text message from his care provider that they’re happy the patient is being discharged and some helpful tips to recover at home.

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Pre-consultation follow-up

A patient receives a chat message from their health provider, indicating in 3 days their next consultation is taking place. To understand a patient’s current health status, they’re requested to fill out a short survey in advance.

Possible scenario’s:

  • The patient is compliant and completes the survey, after which a clinical summary is pushed to the EHR with the answers of the patient.

  • The patient is compliant and presents a severe health risk. An immediate escalation to their primary care provider is performed.

  • The patient is incompliant and receives a series of reminders & nudges to still fill out the survey before their consultation date.

https://www.youtube.com/watch?v=vKw8VUAZcBE

https://www.youtube.com/watch?v=pHFM5d_yQsQ&t=112s

https://www.youtube.com/watch?v=XwYJ9k9qA3k

https://www.youtube.com/watch?v=bi5LKt99MJs&t=110s

https://www.youtube.com/watch?v=c-UTOSiTzI0

Task coordination for care team members

A patient profile in the EHR is tagged as “outpatient” by a clinician during the onboarding phase, after which a series of tasks are automatically created in the EHR to handle this particular patient type according to the necessary “outpatient” requirements, which are different from the standard process.

https://www.youtube.com/watch?v=EBMJvLLXAeU