Introduction

Better Health has an innovative mission: revolutionize care for chronic conditions through medical supplies and peer-to-peer connection. Central to Better Health’s mission is its Peer Support program, merging emotional support with product expertise and lifestyle coaching, offering more than just medical supplies — it delivers comprehensive, compassionate care to every member.

A key challenge Better Health identified was the intensive need for engineering resources in designing, operating, and improving care flows. Seeking a solution to this, they turned to Awell, a no-code clinical workflow automation platform. By implementing Awell they have more frequent iterations of care flows, enhancing efficiency and patient experience while reducing reliance on engineering resources.

Problem: Addressing CareOps needs with resource limitations 

In the dynamic world of a healthcare innovator like Better Health, the engineering team is a precious resource, constantly pulled in multiple directions. Priorities often skew towards developing direct patient care features, leaving vital CareOps functions in a challenging spot. This imbalance meant streamlining care flows often took a backseat.

As a result, data tracking, survey management, and care flow refinement were a time-consuming and manual process

Solution: Empowering the Care Operations Manager to oversee the end-to-end CareOps lifecycle

Faced with the challenge of building out its initial CareOps practice without overburdening their engineering team, Better Health turned to Awell, a platform designed for ease of use by non-engineers. 

“Awell's platform has been a game-changer for us,” said Adam Breckler, Co-founder and Chief Product Officer at Better Health. “It enables our teams to design and manage our care flows, integrating perfectly with our in-house portal. This shift has not only increased our operational capacity but also accelerated our responsiveness to patient needs. Truly a capacity-multiplier in our fast-paced environment.'"

Before Awell, Better Health's frontline intake team relied on phone-based member onboarding and health questionnaires. This manual and time-intensive method creatied administrative overhead.

Now, with Awell, the process has transformed. When members express interest in Peer Support and complete an initial form, a health questionnaire is automatically triggered and sent via email and SMS. This shift to digital patient-reported outcomes increased engagement and improved workflows. 

Furthermore, Peer Support coaches utilize Awell for sending out baseline and follow-up surveys, enabling a more comprehensive understanding of the member journey and delivering valuable feedback for payers. For instance, the team is able to quickly quantify the reduction in PHQ 4 (anxiety & depression) scores from baseline to follow-up, showing the effectiveness of their Peer Support program.

Results: Relieving 250 hours of administrative burden per year for the clinical team to better focus on patient care

"As we introduced Awell at Better Health, we witnessed transformative results within weeks," said Adam. "If we had taken the traditional route of allocating engineering resources to build our care flows, it would have required over three engineers and multiple quarters. However, with Awell, all it took was one engineer, one care programs manager, and just six weeks. It's a testament to the platform's efficiency and effectiveness."

“We went live with additional care flows even faster once we mastered the ins and outs of the Awell platform” added Adam. “Currently, we already have 14 care flows live, and our goal is to create many more. What's incredible is that all these care flows are primarily managed by the clinical team – with Awell taking on the brunt of the backend work, without the need for our engineers to hardcode anything. It's a significant shift from traditional workflows where engineers are often overloaded with changing questions and logic. This new process allows our team to focus on more meaningful endeavors.”

Awell's introduction has notably saved valuable time on administrative tasks, such as member data collection, as Adam highlighted: "Previously, 15 minutes were spent over the phone collecting data from members, but now it's automated with Awell, reducing the time it takes to onboard a member by 50%.”

The time-savings of 250 hours per year directly translate into better clinical team focus, raising the standard of patient care and doubling down on patient experience, satisfaction, and loyalty – allowing the team to garner an exceptional NPS of 59 in a recent survey.

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If you're like Better Health, spending too much time and engineering resources on updating care flows, it's time to use Awell. Our low-code platform allows care teams to design, implement, and optimize care flows in days, not months. Chat with our team or learn more.