Since 2009 we have been involved in helping government agencies in their quest to improve the US healthcare system. In this time we have been struck by the need - and struggles - of making fundamental changes: from a provider and payer-centric system to a patient-centric system, and from policy-driven design to human-centered design. Healthcare costs are rising and patients need better access to cost and healthcare outcome data. The United States pays more for healthcare per capita but struggles to achieve the outcomes seen in other developed nations. These are the things that drive us. We believe we can improve the healthcare journey for everyone. As a digital services company, we strive to understand the healthcare journey for patients, caregivers, providers, payers, and policymakers, so we can design digital services to support them. We design and build products in a way that reduces confusion, provides clarity, supports decision making, and streamlines the process so that the focus can remain on providing patient care, achieving improved health outcomes, and reducing costs and burden. We strongly believe that technology, new ideas, and innovative methods help improve the healthcare journey and improve the engagement of citizens with the government agencies who serve them. Our ability to design new and innovative solutions is our greatest strength. But our unique ability to transform legacy solutions using modern technology is our greatest pride. It takes careful planning supported by solid user research and service design to be able to make incremental changes to operational systems without causing disruption and confusion. Success in this arena means we need to interpret policy and implement services that meet legislative requirements while also meeting the user’s needs. We need to build collaborative relationships with all stakeholder groups and develop ongoing feedback to foster service improvement efforts. Our culture promotes experimentation and thrives on iterative feedback loops. This has helped us successfully modernize multiple enterprise healthcare information systems. Here’s what we’ve learned so far: 1. The best way to learn is to research and act 2. People want to work with people they can trust 3. To improve a service you must understand its users and their needs 4. To understand an agency’s problem, you must understand the foundational laws and policies they support 5. Transparency and a one-team mentality when working and aligning on a common goal enables success We look forward to working with you on your journey!
Pam and John