Last month, we convened our 2nd ever Customer Advisory Board (CAB). It’s a select group of key customers who provide feedback, insights, and strategic guidance. These meetings serve as a vital touchpoint to understand the evolving needs of our customers, directly from the front-line executives and clinicians using our products and services.Here’s a summary of feedback:
“Awesome”: This is how our customers described recent updates to our data dashboard after we added below data points. (This included clinic-wide stats and with clickable drill-downs to single cases):
These updates were a result of requests from our first CAB in April 2024 where practices asked to see more of the impact that CCM/RTM/Care Management is having on their patients. CAB executives emphasized Gaps in Care (GICs) as a priority given the need to meet GICs metrics to achieve bonuses & avoid penalties. Customers also saw potential opportunities to use the data cross functionally: e.g., including Pharmacists to be able to review medication adherence.Finally, as we’re always looking to improve, customers requested below additions:1. Data Segmentation: Emergency Department (ED) separated from Inpatient2. Insurance Drill Down: opportunity to add a feature to drill down data by insurance for customer reporting needs.3. Chief Complaint/Diagnosis Column: Adding a column for chief complaint or diagnosis and including filter capabilities for this data.4. Add percentages of hospitalization & readmission percentages to highlight how many patients are being helped to stay out of hospital/avoiding readmits.5. Filtering Capabilities:a) Ability to filter by location/clinic is desired.b) Monthly and quarterly filters should be added to enhance data analysis.6. Exportability: There is a need to export detailed data for further analysis by practice staff.
Customers universally desired more ways to provide preventative care to their high risk, future high risk & aging populations. Practices emphasized that they don’t have enough in-office time with patients, so using Care Management is a continued priority to help meet metrics/close Gaps in Care & further prevent hospitalization. CAB felt that there are opportunities to better integrate CCM/Care Management into other quality and preventive care programs/initiatives that they are working on internally (e.g., readmissions prevention, grant applications, community outreach)
Beyond finalizing the next CAB meeting date (early 2025), our product team is already hard at work mocking-up and testing data dashboard suggestions above. We’ve also spoken to additional customers to see if above concerns about engaging patients on weekends extend to all our customers: They do.I wanted to personally thank all our customers, and especially those on our CAB, for sharing their valuable feedback and time with us. The only way to best serve them and our patients is to work together towards our shared goal of empowering patients with chronic conditions to thrive.
