Seven-state health system deploys Twistle’s patient engagement
platform to enable a simplified digital experience for surgery patients
SEATTLE–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/DigitalHealth?src=hash” target=”_blank”gt;#DigitalHealthlt;/agt;–Twistle today announced an expanded deployment of its two-way patient
engagement platform with Providence
St. Joseph Health (PSJH) to improve patient engagement around
surgical episodes of care. Fourteen hospitals across the PSJH health
system have decided to deploy Twistle for use in spine surgery, joint
replacement, colorectal surgery, bariatric surgery, cardiovascular and
OBGYN following in-depth technology selection and pilot testing.
Twistle’s platform allowed PSJH to innovate its surgery care pathway to
engage patients through mobile apps, text messaging, email and
interactive voice responses. PSJH will also be able to connect its own
digital storefront to the Twistle platform. The Twistle patient
engagement pilots were a collaboration between PSJH’s digital innovation
group and clinical teams.
“Our quest is to simplify health care journeys for patients, and we
identified surgery as an area of unnecessary complexity that was ripe
for improvement through a better digital experience,” said Aaron Martin,
Executive Vice President and Chief Digital Officer at PSJH. “We
partnered with the clinical team to test how moving the doctor-patient
experience to a digital patient engagement platform would help
streamline interactions to build stronger relationships and trust.”
“We’re embracing technology that patients already know and use in their
everyday lives as a way to transform health and deliver high-value
care,” said Amy Compton-Philips, MD, Executive Vice President, Chief
Clinical Officer PSJH. “For patients, surgery is anxiety-provoking and
added to that is the complexity of navigating all the things you need to
do and know through the entire episode of care. The pilots showed us
that managing the flow of information and communication between care
teams and patients in a single place made surgery a better experience.”
The impact of Twistle on the PSJH care delivery experience is reflected
in the fact that 94 percent of the patients who used Twistle found it to
be helpful. Online ratings for physicians improved by an average of 0.9
The selection process
Twenty vendors were invited to participate in three rounds of
increasingly exacting evaluations to support PSJH’s Simplifying
Care initiative for surgery. Two solutions were selected, and each
one was deployed at multiple hospitals for a six-month pilot.
Twistle’s selection was based on criteria that included metrics for
patient outcomes, patient satisfaction and provider satisfaction.
Another deciding factor was Twistle’s vision for a platform that uses
data to automate engagement while integrating with PSJH’s digital
patient storefront and IT ecosystem. Early data from Twistle’s
deployment showed that:
For 614 surgeries across four PSJH hospitals, patient adoption was 95
Patients on Twistle had a 16.5 percent lower occurrence of overall
complications from spinal surgery.
Patients went home sooner, with a reduction of 5 percent in the
average length of stay. In colorectal surgery, patients on Twistle
went home an average of two days earlier than non-Twistle users.
Twistle patients had a 22.8 percent lower cancellation rate for
appointments and satisfaction ratings were 7.2 percent higher than for
people not on Twistle.
- Patient calls dropped by 26 percent when Twistle was used in a clinic.
No-show and cancellation rates for colonoscopy procedures fell by 29
percent at clinics that used Twistle to engage with patients before
“Our mission — and passion — is to drive change in the medical field
using technology in such a way that patients become partners in their
own care,” said Kulmeet Singh, CEO of Twistle. “Better decisions lead to
improved outcomes, and at its most distilled form, this saves lives.
Providence St. Joseph Health is a visionary organization whose mission
mirrors ours, and we are proud of the role we are playing in helping
them improve patient health and longevity. This partnership will allow
Twistle to reach even more patients through whichever devices they use,
from smartphones to email to landlines. Every patient that we can touch
is an opportunity to deliver more efficient and convenient health care
is a leader in the development and deployment of data and AI-driven
healthcare IT strategies. Based in Seattle and Albuquerque, New Mexico,
Twistle aims to ensure that patients, doctors, providers and other
stakeholders all have the right information at the right time. Their
solutions improve outcomes from surgical procedures, support long-term
health goals, increase operational efficiencies, and drive profitability
for healthcare organizations. Founded in 2011, privately-held Twistle
combines deep integration with EHRs, wearables, devices and the
healthcare IT ecosystem, with artificial intelligence and elegant user
experience to accomplish its ambitious vision.
Richard Berman for Twistle