Listen to this articleCareWire’s mobile first solution takes advantage of text messaging to communicate personalized, precisely timed, alerts and instructions to healthcare consumers. CareWire enhances the patient experience and leverages the ubiquity of mobile messages to engage patients in a unique and powerful way. Below is our interview with Ken Saitow, President and CEO of CareWire:
Q: Ken, tell us something more about the company? How would you describe CareWire?
A: CareWire is a text-first mobile patient engagement company that communicates education, instructions and alerts to healthcare consumers at precisely the moment they need to do something or know something about their care.
We serve a broad customer base ranging from hospitals, ambulatory surgery centers, physical therapy providers and beyond to support initiatives that include population health, patient preparation/recovery and satisfaction insights.
Every interaction begins with a text message. The simplicity and broad reach of texting across all age ranges and socio-economic status coupled with its immediacy – the vast majority of text messages are read within the first 3 minutes of receiving – makes it a powerful communication channel for healthcare and one that, we believe, is significantly underutilized.
While there is a lot that can be accomplished through texting, we don’t stop there. By embedding links within the messages, we can guide consumers to portals, education sites and customized, secure web applications. These secure web applications allow us to communicate protected health information safely and securely. We can also provide an “app” experience without requiring the consumer to go through the oftentimes confusing process of download and set up.
We were founded in 2011 and are headquartered in Excelsior, Minnesota.
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Q: You’ve recently announced partnership with CivicHealth, tell us something more?
A: We are very pleased and excited about our partnership with CivicHealth and our first joint customer, the Indiana Rural Health Association.
We were introduced to CivicHealth by Portico Healthnet – a nonprofit health and human services organization that helps uninsured Minnesotans access affordable health coverage and care – who utilizes both platforms and thought the notion of a combined solution could be powerful. As they say, the rest is history.
We believe the seamless integration between CivicHealth and CareWire enhances the power of this channel. For example, patient reported health status information captured by CareWire immediately updates the CivicHealth platform and, if information is outside of established ranges, alerts are directed to the appropriate health coach.
The 360-degree nature of the combined solution coupled with the broad reach of the CareWire communication channel uniquely positions us to address many of the patient engagement and care coordination challenges healthcare providers wrestle with day in and day out. This is especially true in markets where reimbursement is shifting from fee-for-service to value-based care such as post-acute and long term care. We look forward to working with CivicHealth to both support their current customer base and bring new, creative solutions to market.
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Q: What advantage does CareWire have over its competitors?
A: We believe that our singular focus on healthcare and mobile engagement that starts with text messaging and extends to secure web applications is a real differentiator. This coupled with the flexibility of our platform to support a range of use cases from the simplest to most complex gives us a distinct advantage in this market.
CareWire provides a complete, end-to-end messaging solution. We collaborate with our customers to “imagine the possibilities” and tailor communication and engagement programs based upon their challenges and business objectives. We leverage messaging from other successful initiatives (avoiding the need to start with a “blank piece of paper”) and the insights we have gathered through millions of patient interactions to support our customers throughout engagement design, launch, performance monitoring and optimization.
Woven into the fabric of our process is the constant monitoring and reporting of consumer engagement and participation. We are constantly analyzing this information and proactively bring recommendations for improving these key metrics and enhancing the overall value of the solution.
Finally, our goal is to establish trusted, lasting relationships with our customers where the value they derive from the solution is always evident – whether it be by making staff more efficient and effective, improving adherence with plans of care or enhancing the overall consumer experience.
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Q: What can we expect from CareWire in next six months? What are your plans?
A: Like all technology providers, we are constantly evolving our solution based upon market feedback and our own point of view as to where things are heading with the goal of always “skating to the where the puck is going to be”.
One new capability that we are particularly excited about is caregiver messaging. This allows patients to invite their loved ones and care givers to simultaneously receive their messages. The goal is to equip their support network with the information needed to reinforce important instructions and support behavior change. Imagine, for example, how effective this could be in situations where an adult child has responsibilities for caring for their elderly parent. This is just one example of the capabilities we are developing. Like our customers, our team spends a lot of time imagining the possibilities.
We are excited about what the future holds and the role CareWire is playing in enhancing healthcare consumer communication and engagement and, ultimately, outcomes.
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