When Contessa developed our home hospital care model, we wanted a modern perspective to be threaded through every aspect of the organization. In that, we knew that a technology platform that could adequately support our patients and various partners was a must. Upon investigation, however, we didn’t find one sophisticated enough to meet the needs of patients undergoing care both in the emergency department and, eventually, at home. So, we went to work to build one ourselves.
The Basics of Care Convergence
Today, the result of that work is Contessa’s proprietary technology platform, Care Convergence, which consists of three main “pillars”:
- Knowledge, which includes analytics and data from the patients we serve across the organization;
- Tracker, which is the care management piece of the platform, allowing our teams to coordinate care with ease;
- And Exchange, which is our revenue cycle and insurance claims management system.
These areas within the platform help our teams manage care at an episodic level, rather than simply one point in time, all while accounting for the unique market-by-market variations. Care Convergence also helps Contessa’s Recovery Care Coordinators and clinical partners provide care coordination upfront, in the same way a hospital does, while allowing for monitoring over the continuum of the episode. The platform empowers us to capture data as we work with minimal work to the coordinator and partner.
In addition to oversight, Care Convergence supports the development of customized care plans and coordination with key vendors like medical equipment providers, lab technologists, and staff orchestrating follow-up appointments. In this way, the platform generates tasks and activities required for each patient that can be marked upon completion by nurses and care teams. Many different providers are often involved in each patient’s care. Care Convergence captures the full picture without platform limitations, more easily enabling collaboration.
Care Convergence is different from other technology platforms in that it is holistic. Electronic medical records (EMRs) don’t always carry over when care is delivered through providers at different hospitals and health systems. Care Convergence captures the full picture without platform limitations, more easily enabling collaboration.
Each of Care Convergence’s three pillars serves a unique need. Knowledge offers proprietary patient data that helps our team make improvements to our model and the delivery in which we serve patients. Tracker, enables a more integrated care management process, allowing for increased collaboration between the many providers involved in one patient’s care. Exchange drives a highly-efficient revenue cycle management process with insurance payors. There is value to multiple parties behind each of these aspects.
The platform is a highly configurable system, meaning that features can be built once, then customized limitlessly. This allows for a more personalized touch and less development time, meaning a unique approach by market and significantly reduced speed to launch.
Additionally, in the care delivery process, Care Convergence allows for customized care plans based on disease state and program to be developed. These can include not only the types of care provided, but also things like vendor affiliates and the call cadence patients receive from our team, which can have variance in regulatory standards.
Revolutionary and Evolutionary
We are also taking proactive measures to ensure that Care Convergence stays ahead of the curve. From a functional perspective, we add features on a regular basis through an iterative development process that adjusts for growth and scale. When the COVID-19 pandemic struck our teams adapted our model and platform to serve more patients at home. Incremental development work is also being completed, streamlining the platform as Contessa grows and adopts new service lines like palliative care and skilled nursing.
With the growth of the organization has come more partners and complexity to the Care Convergence platform. We are constantly innovating to ensure that the right third-party tools are leveraged, information is liaison through the platform properly, and the ways in which we identify home hospital patients remains accurate. With the help of data trending, Care Convergence helps providers understand our patients’ program eligibility and the opportunity we have at each provider location to support more patients.
Down the line, we envision a potential app for Care Convergence, that can be used by both provider teams and patients. We aim to continue reducing the administrative burden our teams face and make our care delivery process more seamless in both complexity and technology.
Along with the evidence-based best practices our team delivers daily, Care Convergence is supporting the home hospital care experience by helping achieve lower overall costs, increased dialogue between care teams, and improved outcomes. Given how far the platform has come in just five years, we are eager to continue sharpening the platform to serve an even wider variety of Contessa’s needs.