Thought Leaders in Healthcare IT: Kristen Valdes, CEO of b.well Connected Health (Part 2)

Kristen Valdes: Our customers are able to gain trust and loyalty with the population they serve. For our businesses, there’s a movement that’s trying to move away from pay-for-service toward pay-for-value where doctors are incentivized for keeping people out of the hospital. The challenge has been that we’ve largely been arranged where people have to show up at the doctor’s office and then the doctor can evaluate their chart and identify any gaps in care or labs.

But the consumer is there because maybe they have a sinus infection. We can help bring consumers in proactively when they need care without doctors and nurses having to pick up the phone. We provide a convenient way to help doctors transition more successfully into value-based care and help keep their patients healthier.

Sramana Mitra: Whom are you selling to? Who is the buyer? 

Kristen Valdes: We are big believers that consumers should not have to pay more for their healthcare than they are already paying. Our buyers tend to be healthcare stakeholders that are footing the bill for healthcare whether that’s a self-funded employer or a health insurance company, or even a health system that’s moving into a value-based arrangement. More recently, we’ve added retail pharmacies.

As you’ve seen in the news, retail pharmacies are going to play a much bigger role in healthcare because they can test and vaccinate. They’ve got deep partnerships with organizations. Now they’re adding primary care so that healthcare can be accessible literally in your neighborhood for Americans across the country. We work across the board to be their white-branded digital transformation platform that natively brings the complexity of data interoperability and the data science behind personalization. 

Sramana Mitra: What level of usage are you seeing? Are consumers really using this facility extensively in your network? What level of adoption are you seeing?

Kristen Valdes: We have just over 550,000 active users on the platform. We’re currently growing into about seven million through our customers. We have seen that we engage over 64% of any population that we outreach to. We measure engagement transparently. That means that a consumer not only has to come into the platform but also take an action at least once a month.

We are opposed to how the healthcare industry has looked at engagement. Measuring metrics like daily active users may hold true in the tech space, but in healthcare, people don’t want to engage in their healthcare every single day.

The worst thing you can do is remind a diabetic that they’re sick every single day. We only communicate with people when there is a need. Either they need support in navigating and finding care or proactively identifying that they may have a gap in care. Yet we’re still seeing 64% of populations that we serve login at least monthly.

This segment is part 2 in the series : Thought Leaders in Healthcare IT: Kristen Valdes, CEO of b.well Connected Health
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