What is Care Guidance?

Guideway Care provides Care Guidance—care coordination services that fill in the gaps between healthcare visits—using tech-enabled, non-clinical staff, with a proprietary platform that extends nurse capacity.

We solve issues for patients, increase adherence to instructions, increase satisfaction and improve outcomes.

Increasing Patient Loyalty, Decreasing Cost

Care Guidance identifies and resolves the personal issues hidden within social determinants of health that influence behavior. The ability of Care Guidance to address these non-clinical issues makes it a versatile tool for addressing two key types of patients—profitable patients with whom hospitals must build loyalty and adhesiveness, and negative margin patients with whom they must control costs by changing behavior.

Guideway Care offers an effective, scalable solution that can help hospitals effectively engage these patients in order to increase patient loyalty and reduce costs.

How We Do It

Care Guidance services are designed to ensure that issues are proactively identified and each interaction moves a patient towards positive action. Care Guidance accomplishes this through:

Care Guides

Care GuidesGuideway’s care guides are non-clinical employees hired, trained and managed by Guideway to provide effective, efficient patient support, allowing everyone on the care team to work at the top of their licensure/skill set. Guideway selects care guides using a right fit hiring method and provides extensive training specific to the condition/disease state of the patients with whom the care guide will be working. The care guides are placed within the health system, integrating into your existing care team. Care guides provide support for patients through in-person, phone, and text interactions. Guideway provides ongoing management and training for care guides, ensuring success for the care guides and the patients they support.


Guideway’s evidence-based, disease- and condition-specific protocols ensure no one falls through the gaps.

Guideway’s evidence-based, disease- and condition-specific protocols ensure no one falls through the gaps.

Many existing navigation programs offer a one-size-fits-all approach. Guideway’s care guidance programs are built on evidence-based protocols targeted to each disease state/condition with specific action steps and targeted follow-ups. These protocols ensure that care guides offer proactive, appropriate support, and no one falls through the gaps.

Guideway offers a library of protocols as a starting point, which can be expanded upon and tailored to meet the unique needs of your organization. Some conditions/disease states addressed within Guideway Care’s protocol library include:

  • Acute myocardial infarction
  • Back or neck procedure
  • Amputation
  • Atherosclerosis
  • Cancer
  • Cardiac arrhythmia
  • Cellulitis
  • Congestive heart failure
  • Chronic obstructive pulmonary disease ( COPD ), bronchitis, asthma
  • Coronary artery bypass graft (CABG)
  • Diabetes
  • Fractures of the femur and hip or pelvis
  • Gastrointestinal hemorrhage
  • Gastrointestinal obstruction
  • Identification of and outreach to patients at rising risk for readmission/ED visits
  • Implantable cardiac devices (defibrillators, pacemakers)
  • Lower extremity/humerus procedure except major joint
  • Major bowel procedure
  • Major cardiovascular procedure
  • Major joint replacement of the lower extremity, including total hip arthroplasty (THA) and total knee arthroplasty (TKA)
  • Major joint replacement or revision
  • Percutaneous coronary intervention (PCI)
  • Pregnancy
  • Sepsis
  • Simple pneumonia and respiratory infections
  • Stroke
  • Urinary tract infection


The Guideway Care technology platform is a comprehensive care guidance solution, and includes interfaces, predictive analytics, protocols, communications platforms, rules engines and structured reporting, including the ability to solicit, store, and mine patient-reported outcomes. The ability to track activities and see a system-wide view of the patient enables Guideway to offer a program with a proactive, results-driven approach. Guideway’s technology platform helps ensure that patients get the right support at the right time, and helps drive scale for your care guidance efforts.

Guideway also offers a digital health valet that acts as a virtual personal assistant for patients and care guides. The digital health valet provides reminders, prep instructions, education and more via text, helping patients be prepared and empowered in their health care journey, and supporting the care guides’ efforts.

The digital health valet reaches patients with support that is pertinent, relevant and timely. Text interactions reach patients where they are, and are well-received by patients. For example, one site using our communications engine boasts a 99.1% acceptance rate.