Helping the Most Vulnerable Members Through Peer-to-Patient Engagement.
Improving behavioral health is one of the most challenging pursuits in healthcare. It requires a deep understanding of social determinants, as well as health-related social needs. Guideway Care augments behavioral health programs by addressing and solving the practical, informational, emotional, familial, physical, and spiritual barriers that are at the root cause of behavioral health challenges.
We streamline the inbound referral process in behavioral health to ensure patients follow though with their visits.
We increase medication compliance and adherence by following up with behavioral health patients to solve any barriers they are experiencing, including financial, transportation, etc.
Scheduling / Appointment Reminders
With a national average of 20% missed appointments in behavioral health, we improve visit compliance by proactively reaching out to patients prior to their scheduled visit to ensure they will be able to attend, and if not will reschedule them.
“I shared with Karen, my Care Guide, that I was in danger of losing my home, couldn’t afford my medications, and no one would explain my insurance. I was in pain, and didn’t have reliable transportation. When I could make it to my visits I felt like my concerns were not taken seriously. All of that made me depressed and anxious – I was having panic attacks.
When I first started talking to Karen I would break down crying over the phone. I didn’t think there was any hope. She talked to me over two months and fixed my problems. I am in physical therapy, and am pain free. I am no longer anxious or depressed. I now have my medications and have regular doctor appointments. Karen even helped save my house from foreclosure. I am so grateful for all Karen did, including her encouragement along the way.”
Ethel 50-Year-Old Patient
“When I reached out to Ethel for the first time and conducted a stressor inventory she really opened up about the clinical and non-clinical issues and barriers she was experiencing. I also conducted a medication adherence assessment and uncovered financial and transportation barriers related to her medication adherence.
I worked with her for two months to resolve her barriers and built a strong peer-to patient relationship with her. It was extremely rewarding to see her progress over that time period. I felt like I truly made a huge difference in Ethel’s life.”
Karen Guideway Care Guide
Financial – Obtained resources for state funded emergency mortgage assistance.
Financial – Escalated to Social Work who enrolled Ethel in prescription assistance program and another resource for free prescriptions.
Benefits – assisted Ethel in understanding insurance benefits.
Pain – escalated to RN who arranged referrals to needed specialists, called and followed up on referrals.
Depression, Anxiety, Fear – built a solid peer-to-patient relationship that created trust.
A Guideway Care Guide was able to create a peer-to-patient relationship to uncover the issues and barriers the patient was experiencing. Using the Guideway platform and conversational Stressor Inventory, the Care guide was able to uncover both non-clinical and clinical barriers. By resolving the non-clinical barriers and escalating the clinical barriers, the Care Guide was able to improve the patient’s overall quality of life and restore her sense of hope.
Achieving Consistent Results
Guideway Care’s operating model is based on using human interaction, driven by its proprietary patient activation platform. We work with our client partners to customize our engagement to integrate and augment their current care management workflows. The result is a seamless implementation and execution, which drives optimal patient and financial outcomes.
Guideway utilizes personality and cognitive tests to hire optimal Care Guides. After extensive training in motivational interviewing and Respecting Choices, Care Guides resolve patient / member barriers related to Social Determinants of Health (SDOH) and disparities, overcome clinical and non-clinical barriers to quality care and promptly address the physical, practical, emotional, informational, spiritual and familial issues that impact patient outcomes.
Guideway’s proprietary platform automates protocols to uncover both non-clinical and clinical issues and barriers for Care Guides. The platform automates the ingestion of tasks, the next step process, clinical escalation, and barrier resolution. The automated prompting and workflow design allows the Care Guides to build peer-to-patient relationships, while stacking non-clinical and clinical assessments in structured reportable data.
Guideway’s mission is to achieve health equity for all patients by effectively addressing Social Determinants of Health (SDOH) and disparities, and proactively resolving non-clinical and clinical barriers to quality care. Patients / members who need our assistance don’t typically ask for it, but deserve and appreciate the peer-to-patient relationship. Our Care Guides work with our patients to improve their lives on a daily basis.
Guideway Care guides act as an extension of our client partners’ clinical teams, allowing them to operate at the highest level of their license. We collaborate with our partners both in the implementation, as well as the execution of our Service-as-a-Solution. We are able to resolve non-clinical patient barriers and automate the escalation of clinical patient barriers to our partner clinical teams.
Guideway integrates with client partners both operationally and technologically. Our implementation process ensures that we conform to our client partners’ workflows, so we can seamlessly operate within their environment. Our technology integrates with EHR/EMR and care management platforms to provide bidirectional interfaces, prompts and alerts.