Written by Twig CEO, Amir Kishon, Phd.
Whenever I’m asked about improving healthcare outcomes, I silently hum to myself “And in the end, the love you take is equal to the love you make” from the Beatles’ Abbey Road. What does this have to do with healthcare?
Consider this: in retail, business success and Customer Lifetime Value (CLV) are deeply tied to the quality and experience of services provided. Tony Hsieh’s great book, Delivering Happiness, about Zappos’ renowned customer service, captures this philosophy taken to near perfection.
The healthcare sector has a long way to go to achieve a retail-like experience for patients and health plan members. One of the key points is showing the patients how much we care. Easy to say, hard to do.
What if we could show each and every patient how much we care for them by giving them a true concierge experience?
This was the challenge the amazing Twig team and I set for ourselves when we launched Twig Health. From what we observed, Twig’s retail-inspired service architecture has achieved outcomes that are 2-10 times better than traditional and technology approaches to CM/QM/UM (care, quality, and utility management).
This performance is due to a hybrid approach blending the best AI technologies with a team of high EQ remote nurses working in concert to create real human connections at scale.
To quote another Paul & John classic – “All you need is Love” ❤️