Problem
Facet has made the shift to high acuity patients, who require more treatment adjustments. Currently, patients with adjusted treatment plans provide confirmation via an informal message with their provider.
Hypothesis
By automating the treatment plan approval process, we can:
Enhance service efficiency
Reduce patient wait times for treatment
Allow providers to dedicate more time to other patients, improving overall care quality.
Discovery
COMPETITIVE ANALYSIS | STAKEHOLDER INTERVIEWS
The manual approval process was averaging 10 minutes per patient, contributing to longer treatment wait times and delayed care. Patient records revealed that treatment delays were negatively impacting patient outcomes, underscoring the need for a more efficient process.
What about our competitors?
After looking into competitors, I found that while some had automated systems, none were specifically built for dermatology or designed to handle adjusted treatment plans for high-acuity conditions. This felt like a perfect chance to set our service apart with a solution tailored exactly to our patients' needs.
FACET | MARCH 2023
Adjusted Treatment Plan
Facet originally launched with a wide variety of offerings which spanned from low to high acuity derm conditions but eventually pivoted to focus more on high acuity conditions (psoriasis and eczema). It was also the first brand to launch on our new multi-brand tech stack, Central App. Due to the shift in focus, we needed to analyze the gaps within our experience and optimize for our high-acuity patient experience.
Challenge
During the project, our team thoroughly assessed the replatforming of our brand Nurx, which was acquired a year ago. The decision to shift focus from Facet to Nurx replatforming was made in response to evolving priorities within the company. One notable difference between Nurx and Facet is the absence of a treatment plan feature on Nurx, despite it being available on Facet. The addition of a treatment plan to Nurx is seen as a crucial enhancement that would significantly improve the platform's functionality and user experience.
Results
INCREASED EFFICIENCY
The automated system significantly reduced provider-patient interaction time, allowing for faster treatment delivery.
ENHANCED PATIENT EXPERIENCE
Patients reported quicker access to their treatments, resulting in higher satisfaction rates.
COMPETITIVE DIFFERENTIATION
By tailoring the solution specifically for dermatology, we established a unique position in the market, setting us apart from competitors who lacked a dermatology-specific automated approval system.
Future Opportunities
MONITOR & OPTIMIZE
Continue tracking the performance of the automated system to identify further enhancements.
EXPAND FEATURES
Explore additional functionalities to support other areas of dermatology, particularly for high-acuity conditions.
As Facet continues to focus on high-acuity conditions, we aim to refine and optimize our solutions to best serve our patients and streamline provider workflows, reinforcing our commitment to delivering exceptional dermatology care.
Solution
Using insights from patient records and competitive analysis, we implemented a new flow that was focused on the higher acuity, higher touch point patients. This streamlined approval process allows patients to approve treatment plans with minimal involvement, thereby decreasing the time required for approval.
