Episode Transcript
Speaker 1 00:00:04 Welcome to the getting down with digital health podcasts, sponsored by men. We hope to inform and inspiring you on a wide variety of healthcare topics. We're grateful you're joining us today and now on with the show.
[Brandon Worley] 00:00:20 What up everybody, and welcome to this episode of getting down with digital health. I'm your host, Brandon Worley and today's guest is the co-founder and CEO of men. Matt McBride. What's up, Matt, thank you for joining us today.
[Matt McBride] 00:00:33 We're really great to be here again, should be a lot of fun.
[Brandon Worley] 00:00:36 We have a very exciting episode for you guys today. We're going to cover some tactics and hacks so you can help more patients via telehealth. We have a new ebook and webinars that we'd like to announce it to. All of you. We have a no holds barred, tic TAC toe competition, uh, that I've been training for. Uh, and finally, Matt is going to share an informative healthcare topic meant to inspire you to be as healthy as you can be. So without further ado, um, Matt, let's talk about, you know, three to four highlights, uh, from the content of the ebook. Um, you have several tips and tricks to help our audience help more people, which is, you know, in general terms, what most folks got into healthcare for. So for our audience, what do you recommend? We've got,
[Matt McBride] 00:01:20 Uh, four different tips here. Um, and, uh, so let's go through them. I think the, uh, first is thinking about virtual walk-ins or on demand care. So for example, maybe adding a virtual urgent care to a practice could be a way of bringing more new patients, uh, establishing more patient relationships into a practice. Um, it could also be a way to maybe allow for some walk-ins to fill any gaps in the schedule from, you know, late cancels or no shows. Um, so that could be a workflow that can be added to other workflows, um, to compliment and expand a telemedicine program. So, uh, something a little thought provoking for, for people to think about. Um, the next one is we recommend that, uh, staff or providers, whoever is going into the visit first, depending on your workflow, we recommended they go into every encounter. And on the main platform would that does, is it's going to send an automatic nudge to the patient, letting them know that somebody is waiting there.
[Matt McBride] 00:02:37 So I think, you know, having those nudges, we have a dialer nod. We have another way to send text messages from the system. Those, those nudges, um, can definitely result in helping more people, um, just in case somebody were to forget about an appointment last minute. Um, the next on our list, a tele-health call reminder, probably not a feature that a lot of people are thinking about or, or searching for, but, um, there are definitely certain populations that don't check their texts and email as often. Um, and so what we've seen is we can place a phone call reminder the day before, you know, 30 to 60 minutes before an appointment, just letting the person know, Hey, it's almost time for your appointment. You're going to get a link, uh, in your text and email, you'll click the link, put in your date of birth.
[Matt McBride] 00:03:39 If you need any help, you can hit the help button, just sort of setting them up for success, right, right before the visit. And so, you know, in certain populations we've seen dramatic shifts and no show rates. So that, that tele-health phone call reminder can be very powerful. And then the last tip on the slide, a kiosk mode. So again, you don't have to just pick one workflow, um, kiosk on demand. These can all be part of a robust telemedicine offering, but that kiosk mode, you know, that could allow you to load balance providers across different locations. You see a spike in a location, um, perhaps you have a screen and a camera and a mic, and you can tap providers that might be idle and other areas or kiosk modes could be great for setting up maybe satellite locations and, uh, you know, a complimentary, uh, location somewhere where, you know, patients can be put in front of a kiosk for an appointment. It can also be a great way to just accommodate patients that don't have access to technology or are just aren't comfortable with technology. They still want to come in, but it may make sense to access providers, uh, remotely,
[Brandon Worley] 00:05:07 Obviously once the pandemic hit the surge to, you know, virtual visits just absolutely exploded. Um, and with it brought some of those, um, you know, same tendencies that tend to get patients and, you know, others may be a little bit frustrated when they go to the doctor's office in person where they're sitting in the waiting room. We've also seen some of that same thing replicated in virtual visits. Um, even though they don't have to travel, they still have to wait. So, um, tell us what, uh, you know, Mend has done to kind of turn that negative experience into a positive one.
[Matt McBride] 00:05:42 Yeah. So I mean the, the wait times can translate from an in-person setting to a virtual setting, right? Uh, oftentimes maybe providers are going back and forth between, between seeing people in person or virtual. Um, so, you know, at least, at least in, in a virtual, the patient didn't have to travel, right. So you've at least save them on travel time. So now they could experience a short way. Hm. So, um, w what we see across the platform is, uh, a little under 14 minutes in terms of an average wait time. So it's, it's definitely still happening in a virtual setting. And so, um, this is a great time to improve the patient experience. So during the pandemic, the, uh, healthcare coalition studied patient satisfaction for telemedicine. And so they aggregated data all over the place. And, uh, patient satisfaction was around 79%. So, you know, it's decent, you know, that's a, that's a C plus in school.
[Matt McBride] 00:06:52 Right. But, um, you know, a lot of people were, you know, scrambling to put things together. Um, we started introducing this enhanced virtual waiting room experience. Um, so we started to take advantage of this time and we put different educational videos in the virtual waiting room. Um, so we have Ted talks and we have, you know, all kinds of different content, specialty, specific content. Um, and so now the patient can learn something, right. They can learn to become a little bit healthier, learn about meditation, or learn about different things while they're waiting. And what we saw is an actual 23% Delta and patient satisfaction, right? So we, this isn't, we didn't handpick, you know, one account. We can look across all of the patient ratings and we see about a 23% difference in patient satisfaction. So if you want that a in inpatient satisfaction, the enhanced virtual waiting room, uh, is the way to go.
[Matt McBride] 00:07:59 It's also, um, uh, able to support custom content. So I think this is, uh, uh, a space that, uh, should really be taken advantage of. And what other ways can your organization help or serve the patient, right. Um, how can they, uh, become healthier? Um, you know, w what else might be beneficial to them? So you can actually add your own custom content to this experience, too. So it works on mobile, it works on, uh, any device. And so this, uh, this experience is, has definitely taken, uh, you know, patient satisfaction ratings to the next level for customers. And as something that's a very exciting that we offer
[Brandon Worley] 00:08:50 The audience. Matt, can you just let them know about some of the larger organizations who have marketing teams, you know, how could they leverage, uh, this feature?
[Matt McBride] 00:08:57 Yeah. So, I mean, we can put lots of different content and in front of the patient while they're waiting. So, uh, if there were different advertisements that the marketing team wanted to run, we can run marketing campaigns. So there can be a little, you know, 30, 32nd commercials, uh, maybe that you're already running in market. Uh, we can, uh, have, uh, banners, you know, digital banners that can display around the content. So, yeah, there's opportunities for the marketing team to get involved too. Um, when we look, when we look at all of our data for 2021, okay. More than 18 years of time was spent waiting. So you've got a captive audience. Um, so literally 18 years were spent in 2021 waiting. I mean, let's, let's educate people, let's inform people, let's provide something a little entertaining and beneficial. And, and, uh, when we do that, we see dramatic, uh, results and patient satisfaction.
[Brandon Worley] 00:10:06 Yeah. Thank you very much. I know that's something that, you know, our, our customers and our prospective customers have been very excited about. So, so thank you for elaborating on that map. Um, as a company, you know, it's very important to us to always be looking for opportunities to take the learnings that we've gathered and educate, uh, our current and prospective customers. So, um, I know we're very excited about the ebook that we just launched in the webinar that we just held. Um, the webinars topic was 19 massive tele-health learnings after over 4 million telehealth visits in 2021. Uh, I know we had a record attendance for this one. Um, Matt, can you just talk a little bit more about that and how folks, uh, that are interested might be able to access that?
[Matt McBride] 00:10:49 Yeah, absolutely. So we'll have the webinar on demand. We've got the ebook, the ebook has some bonus content in it because we provide all of the context. So, you know, anything that we're saying in the webinars is covered, plus all of the slides. And then we, we do have some bonus tips in the ebook as well. But if you just go to mend.com, click on resources, you've got access to all of our webinars, all of our eBooks, it's not sales material, right? Like these are 19 learnings, tips, tricks, best practices from all over the industry, from working with all sorts of different customers. So, uh, it wasn't written to sell anything. It was written to really put some valuable content out there into the market that will, that will help people. Um, and so you can definitely take advantage of that mend.com resource section.
[Brandon Worley] 00:11:44 All right. Well, thank you very much. Um, the drum roll began, I think it's contest time.
[Matt McBride] 00:11:49 So today we've got a little tic TAC toe, best of three. Here's. What we'll do is best two out of three, but if the first two games are a scratch, then it's just one final winner takes
[Brandon Worley] 00:12:08 All. Got
[Matt McBride] 00:12:10 It. So instead of a X's and O's, we've got our, uh, suns and moons here and our tic TAC toe board very official.
[Brandon Worley] 00:12:21 All right. Well, since you're wearing red and I'm wearing blue, you can be sun. I can be moon.
[Matt McBride] 00:12:26 All right. Would you like to go first?
[Brandon Worley] 00:12:29 Um, yeah. Seniority rules. Uh, I'll. I'll take first. I'm older. So, uh, let's go moon, bottom left corner.
[Matt McBride] 00:12:41 You want it? This one here?
[Brandon Worley] 00:12:42 Yes, sir.
[Matt McBride] 00:12:47 There, there we go. Here
[Brandon Worley] 00:12:48 We go.
[Matt McBride] 00:12:49 Alright. Coroner position. I mean, that's a strategic position there. We'll see. We'll see what you do at the corner spot.
[Brandon Worley] 00:13:02 All right, then let's go. Blue moon. Top left
[Matt McBride] 00:13:11 Right here.
[Brandon Worley] 00:13:12 Yup.
[Matt McBride] 00:13:19 I feel a cats game already. Let's see.
[Brandon Worley] 00:13:22 Blue moon bottom, right?
[Matt McBride] 00:13:28 Oh man.
[Brandon Worley] 00:13:29 Got you
[Matt McBride] 00:13:30 Got me. Oh man. Can I do this?
[Brandon Worley] 00:13:39 If you just want it? You just want to give up now. It's fine.
[Matt McBride] 00:13:47 All right. One one's on the board for worldly.
[Brandon Worley] 00:13:49 All right, so next one. All right, let's go. Blue moon. Bottom left.
[Matt McBride] 00:14:02 Alright.
[Brandon Worley] 00:14:07 Alright. Uh, bottom, right.
[Matt McBride] 00:14:22 Let's see
[Brandon Worley] 00:14:23 Here. Uh, moon, uh, top middle.
[Matt McBride] 00:14:32 Sure. I mean, this bot looks okay.
[Brandon Worley] 00:14:45 And blue moon, middle left cat game.
[Matt McBride] 00:14:52 Uh, you said middle left. Okay. All right. Well, we'll move on. All right. Now, maybe, you know, we switched things up here. So you got, you got one win on the board so you can, you know, take the whole thing, but you know, maybe I'll start things off this time. Why don't
[Brandon Worley] 00:15:15 You okay. Let's go, um, moon in the middle moon in the top left
[Matt McBride] 00:15:42 Here.
[Brandon Worley] 00:15:43 Yup.
[Matt McBride] 00:15:48 Oh, things just got a little interesting
[Brandon Worley] 00:15:52 Moon in the middle and you've got me.
[Matt McBride] 00:16:00 Oh man. We didn't, you know, we didn't account for the one, you know, the one-to-one
[Brandon Worley] 00:16:05 We did not. So
[Matt McBride] 00:16:09 We should, we should definitely finish this one off. I mean, Look, it's a tie, you know, we might, you know, we're both winners today.
[Brandon Worley] 00:16:21 Yup. We will push to the next competition since you did such a nice job with that. And since you care so much about winning that game, let's talk about how you care about other people, um, and your, um, desire to always leave folks with a informative healthcare topic. Uh, that's meant to help them live happier and healthier, healthier lives. Um, so what do you have for us today? What tip do you have for us today?
[Matt McBride] 00:16:46 Uh, today we got to talk about vitamin D. Do you know?
[Brandon Worley] 00:16:49 So what does not like vitamin D
[Matt McBride] 00:16:53 Do not
[Brandon Worley] 00:16:53 COVID
[Matt McBride] 00:16:58 This, this, this, this is, this is true. This is true. I think, um, uh, you know, can definitely help, uh, with COVID, uh, pretty inexpensive, pretty accessible. Um, but where, where I learned about vitamin D a while back is, uh, my doctor is a big fan of Dr. Rhonda Patrick, um, and Dr. Rhonda Patrick studies, the metabolism, she's like a walking encyclopedia of every research study around, um, metabolism and, uh, knows, you know, all the genetics and is just a wealth of information. So she was asked, um, you know, if there was one, if there was one supplement, like if you were just going to take one supplement, what would it be? And she said, vitamin D because, um, vitamin D is involved in the expression of over 2000 genes in your DNA. So there isn't anything that you could take that would have, or really do that would probably have more of an impact, a positive impact than, than taking vitamin D.
[Matt McBride] 00:18:20 And then of course, a lot of people started looking at it around COVID and it's actually something that all of these, uh, you know, a lot of doctors test for now, um, they check your, your vitamin D levels because, you know, we don't get enough sun or sunscreen there's, you know, all sorts of different factors. But, um, so, uh, you know, vitamin D is fat soluble, so you gotta take it with food so that you can absorb it. Um, and then it basically becomes a hormone, your body, uh, um, converts it from a vitamin into a hormone that's used for all kinds of different things. So here's some of the things that Dr. Rhonda Patrick says, uh, are influenced positively by vitamin D uh, your bones, your muscles, your immune system, oral health can help prevent diabetes. Hypertension can help you lose weight, depression, risks of certain cancer. And COVID so basically everything, you know, So, um, but, uh, yeah, definitely, definitely. I think, um, again, something affordable, accessible, easy, easy to take. Um, but you know, you do want to consult a medical professional, have your levels checked, make sure you're not taking too much so on and so forth, but definitely, uh, definitely something that will hopefully help some people.
[Brandon Worley] 00:20:00 My wife has me take a vitamin D every day. So thank you very much, Matt, for sharing that, uh, with us today. Um, and, uh, that pretty much concludes, uh, this episode. So, um, as always we'll provide links to everything discussed in this episode, in the show notes, please feel free to hit us up with any questions you have in the comments. Uh, in the next episode, we'll be talking about five different tele-health studies, uh, please make sure to like, and subscribe to this channel and thank you everyone take care of,
Speaker 1 00:20:34 Thank you for watching today's episode from the getting down with digital health podcast, to learn more about Mend or to access more content, please visit mend.com.
