Twig Health, part 2

In a previous post I wrote about me joining forces with Amir Kishon to build Twig Health , an AI-powered front desk concierge for care management.?

Twig's mission is to provide every patient in America access to concierge-level care.

How, exactly do we plan to do this?

By going beyond tech.?

More precisely, by using a dead simple patient facing technology, pairing it with advanced AI behind the scenes, and serving it up with a hefty dose of humanity.?

Here's how it works:

Twig employs a team of remote nurses that collaborate with patients / members on a daily basis. This is done mostly via SMS text, but sometimes phone calls too. The nurses coordinate care, verify adherence, provide support, and address minor issues before they become costly problems.?

To achieve scale, we use analytics, automation and generative AI as a copilot for our nurses. We make them superheroes. Importantly, every single message sent by Twig is approved by a human, and yes, patients can tell the difference.?

In recent pilots, our provider partners achieved an immediate 5-10x lift in patient engagement! Instead of a phone call once a week with a post-op patient ( the industry standard), or bots that bombard a patient/member with robotic push texts, we were able to do 40-80 messages a week. This was not a one-sided conversation either. Half the messages came from the patient/member. True collaboration.

Such a high cadence of communication indicates trust and empathy. It enabled our nurses to solve about 3 issues per patient per week in one of our pilots.

This kind of high-touch engagement leads to high-impact results, be it significant improvements in outcomes, cost reductions, or more efficient operations.

Care teams love working with Twig too because they see our nurses as an extension, not competition. We’re able to reduce nursing staff’s administrative burden by 50% or more, allowing nurses and other healthcare professionals to practice at top of license, not in front of a screen.

Feedback from patients/members is heartening. Twig's NPS (net promoter score) is consistently greater than 90.?

Here's some typical feedback our nurses receive: "You're like my surgery guardian angel! Seriously, thanks a million for all your support and love. You're the coolest nurse ever". [can you add another quote?]

To sum it up:

• Text messaging trumps app, portals, emails, and even phone calls when it comes to engaging people with their health.
• As good as generative AI is today, patients/members prefer to communicate with human care providers, not bots. Additionally, the healthcare industry is taking slow and measured steps adopting generative AI.
• Turnkey solutions, providing both the tech and the (remote) team, mean care teams don't need to deal with lengthy integrations and staff training.?

In the next post I'll explain a bit more about Twig's business case, and how we are able to align incentives for all stakeholders – patients/members, providers, and payors.