AI and Patient Engagement: A Behavioral Health Technology Solution for the Future (and the Present!)
Your behavioral health technology stack should be bigger, they said. You should use technology to make your life easier, they said. Technology is going to clean up all of your inefficiencies, they said. Technology A solves for problem Z. And Technology B solves for problem Y.
But unfortunately, the developers of Technology A and Technology B represent two separate companies, and it turns out that the two systems are not only different—they are completely disparate and incompatible. Your staff (and clients!) must operate a clunky, disjointed interface. Suddenly, efficiencies aren’t being created, and lives aren’t easier.
Sound familiar?
Two Challenges, One Seamlessly Integrated Behavioral Health Tech Solution
While most tech seeks to create efficiencies and make life easier for its users, that isn’t always the reality—not in health care, and especially not when it comes to client and staff experiences. But as we demonstrated in our recent webinar, Tackling Workforce Challenges in Behavioral Health: How Organizations Are Using AI and Patient Engagement Tools to Reduce Admin Burden, there is one integrated behavioral health solution that actually does benefit both providers and clients.
Just take it from Coleman Health Services—a joint customer of Mend and Eleos that, through the combined power of these two technologies, has not only created a smooth care experience for telehealth clients, but also crushed administrative burdens for telehealth providers. In fact, the Coleman team has reduced note completion time from several days to just 12 business hours—an improvement of about 70%.
About 38% of all our appointments are telehealth, and Mend has been our chosen platform. Since implementing Eleos, we have had a 70% reduction in progress note documentation time.
Hattie Tracy, CEO, Coleman Health Services
Follow the link below to watch the full recording of our webinar with Coleman and Mend, or read on for a quick recap of what our speakers had to say about:
- Leveraging innovative technology to solve for behavioral health administrative burdens.
- Evaluating tech solutions and integrations with patient and staff satisfaction in mind.
- Preparing for a successful implementation (and keeping the momentum going through rollout and beyond).
Technology that Raises the Bar for Both Client and Provider Experiences
Technology should never make life harder for providers or clients. But unfortunately, bloated tech stacks full of clunky, disparate solutions have done just that.
Eleos and Mend both seek to break that mold—building agnostic solutions that connect seamlessly with other relevant systems (including your EHR) and deposit key data points directly into the client record without the need to click through endless screens.
Take the critical PHQ-9, for example. Your providers need this data available before launching a session, yet clients are often reluctant or unable to fill out the form in advance. Mend allows clients to easily access and complete the form ahead of their appointment—and just in case they’re unable to do so, providers can quickly launch the PHQ-9 at the beginning of a session, without clicking multiple tabs or forcing clients to jump through multiple hoops. Everything is available right within the Mend interface—like a data collection easy button.
Technology Considerations: Not Just for the Tech Savvy
Speaking of easy: with the right solution, rolling out new technology shouldn’t feel like an uphill battle. The key is putting staff and clients at the center of your evaluation and implementation process. Here are a few pro tips from Hattie Tracy, CEO of Coleman.
Steps to a Successful Technology Rollout
- Don’t just involve the tech savvy folks in your org. In fact, it’s even more important to consider how non-technical users will interact with the solution or platform. If it’s too difficult for them to use, they aren’t going to use it—and no one wants that.
- Don’t set it and forget it. Implementation is not the time to be out of sight, out of mind. Poll your staff at every phase of rollout, allowing them to voice their concerns—and their successes—before any major problems arise.
- Think of your clients, too! This may seem like common sense, but all too often, orgs get wrapped up in making sure internal users are happy with a solution—and inadvertently miss the key perceptions of their clients.
- Follow up. Once implementation is complete, get feedback from your stakeholders—and survey them on an ongoing basis. This helps ensure you continue to drive value beyond the initial rollout stage.
Behind the Tech Curtain: How Eleos + Mend Work Seamlessly Together
Imagine being able to elevate the telehealth experience from end-to-end. That’s the power of innovative patient engagement and augmented intelligence technology working hand-in-hand.
When you engage clients before their session begins—through appointment reminders and native, mobile check-in—they are much more likely to actually show up. And when you leverage a purpose-built AI solution to alleviate the burden of documenting that session, you free up providers to focus on listening and engaging with the client rather than typing or scribbling away so they can create a detailed progress note later.
The icing on the cake? With Eleos + Mend, you can accomplish all of this within one interface. Eleos is a web-based solution that not only seamlessly integrates with the Mend platform, but also securely embeds on top of your EHR. So when you pair the two together, everything providers need for a successful telehealth session is at their fingertips.
Technology Demo Time!
No webinar is complete without a product demo, and this one was no exception. Mend and Eleos product experts deftly navigated through critical components of each platform, highlighting how they seamlessly integrate and improve client and staff experiences.
Mend: Providing Clients with Easy Access to Telehealth
Keep Your Source of Truth Accurate and Up-to-Date
Your EHR is your source of truth. Eleos doesn’t seek to change that, only automate the deposition of key data into the patient record, seamlessly and with as much efficiency as possible. Whether through the audio or non-audio Scribe product, Eleos speeds up documentation time by 50% or more.
Serve Up Analytics and Insights to Providers and Supervisors
Beyond saving administrative time, Eleos offers clinical insights and analytics specific to each session—providing details about evidence-based techniques and even talk-versus-listen time, so clinicians understand what really happened in each session. As Coleman CEO Hattie Tracy explains below, this ultimately leads to better client engagement and more informed care.
Exceptional Care Experiences Powered by Exceptional Behavioral Health Technology
Mend solves for getting clients to their appointments, and Eleos solves for easing the documentation burden for providers. Together, they create a more engaging, efficient care process for everyone. Not all behavioral health technologies work as intended—but Eleos and Mend are on a mission to change that through the intentional development of platforms that truly put providers and clients at the center.
