We are Epic first on everything.

So, in health system IT world, where I have spent the past 23 years of my life and career, we hear often "We are Epic first on everything." Amazing — we get it.?

At Get Well , we are patient first on everything.?

Two decades in we continue to meet healthcare consumers (over 10 million of them annually) struggling with confusion and frustration despite billions invested in EMRs and their foundational consumer tool — the patient portal. Old and young, black and white, rich and poor, privileged and underserved — it doesn’t matter. Healthcare is hard and complicated, and we need to do better.?

I had an (un)Happy Mother’s Day call Sunday morning with Mom in NJ in tears recalling her experience last week trying to schedule appointments with multiple physicians via her portals. Mom is on four different and unconnected portals with her care team members in NJ, Baltimore and Philadelphia. She found herself in her car crying outside a clinic after being told at the front desk she filled something out wrong in the portal and needed to upload some forms before coming back in. The forms would not display on her phone, she could not figure it out, she became overwhelmed...we all know the experience. More on Mom’s story later, but her lung scan for a chronic and increasingly concerning cough and potentially scary progression of her scleroderma were delayed further due to poor consumer-facing tools.?Healthcare is personal.

At Get Well, we create digital patient journeys that integrate seamlessly into EMR portals and clinician workflows to engage consumers effectively and put them in control. Our software makes EMR portals better and navigation easier for consumers.

This from a client user on KLAS Research earlier this week: "The vendor has made the product as easy as it can be for patients. We text patients the link. The enrollment piece is easy, and there is good content. The vendor has come up with a nice, simple interface for patients. We have integration built with our EMR, so the messages with patients can go through to the EMR. We get a view of the platform within the EMR interface. We also can get summaries of an entire interaction through a report that comes into our chart at the end of the experience. So overall, GetWell Loop has been exactly what we have needed. With the integration, GetWell Loop automatically generates enrollments…"

We combine high-tech and high-touch to deliver digital intimacy at scale. We use conversational AI in our solutions — a lot of it — long before all the recent buzz. It works. Over 96% of our patient outreach and navigation interactions are powered by AI. But, we also have Get Well Navigators who fill in gaps, interject live chat and call patients personally because technology has limitations. And healthcare will always be about people taking care of people. Their empathy, compassion, and judgment are critical complements to healthcare technology. Their stories stream through our internal ‘patient love’ channel at Get Well all day. Powerful stuff.?We are grateful to do this work and be an extension of the amazing care teams we with work with daily.

Everything is a big word. Too big, even for Epic. We should use it more cautiously in health IT. At Get Well, we don’t do everything. We just do patients really well.

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