Make it easy for patient consumers to self-navigate to the right care, in the right setting, in real-time.
Clearstep’s key differentiators are clinical accuracy, efficiency, and market leadership. We are the only company providing chat-based digital self-triage based on Schmitt triage content (gold standard content that has been validated in >300M encounters, and in-use by 95% of call centers in the country). We have the highest accuracy (95% concordance with blinded reviewers) with the least number of questions (on average 10 questions less than our competitors) to provide a recommendation. Additionally, these protocols have been continuously enhanced with over 20,000 hours of clinician review. During symptom entry, we are one of few competitors that use the patient’s own words, supplying invaluable clinical context. Using our robust NLP (natural language processing) we identify all of the clinical concepts within any free-text description and use them to identify the exact set of algorithms most appropriate for the patient consumer. This is a superior experience to a patient scrolling to check the right box to pick a protocol, which helps drive our NPS in the 40s (~4x the healthcare industry average). In terms of market leadership, we have built a brand that healthcare organizations and consumers trust, including CVS Health, Medecision (largest population health management company), HCA (largest hospital health system), and health systems in over 30 states.
When patients wake up with a new symptom, how do they know what to do next? Internet search results can be simultaneously overwhelming and inaccurate. The health system website is equally impossible to navigate with poor UX. As a result, patients triage themselves, often incorrectly, to sites of care like the Emergency Department, where they are waiting for hours to be seen, and referred from clinician to clinician until they ultimately land at the right level of care. Clearstep answers the questions that matter to patients seeking medical advice: “How serious are my symptoms?” “Who is in network?” “How much will it cost?” and “When can I get care?” No technology currently exists that guides people searching their symptoms through each step of the process. Patients tend to both over and under triage their symptoms, which leads to increased cost, overutilization, and delays in care. Clearstep brings together, what are otherwise, point solutions to support patients along their entire care journey. For clinical care teams, our technology reduces administrative burdens by automating data capture, care model workflows, and remote patient monitoring- ultimately enabling a better experience for patients and care teams alike. At the health system level, our triage system can load-level patient volumes at different levels of care, and by improving the care team experience (as described above), we hope to decrease the rise in burnout and labor shortages.
Clearstep helps guide patients to the care they need, and keeps them within our clients’ health systems. In a large multi-specialty group in Illinois: 43% of patients booking via Clearstep were new patients, our triage endpoints linked directly to scheduling with a 21% conversion rate to booked appointments, and 10x ROI from online booking volume. Our COVID Employee Symptom Screener was deployed at a large multihospital health system (25k+ employees) in Florida. In just 2 months, virtual triage diverted 1000+ nurse calls to self-service. For symptomatic employees requiring video evaluation, pre-populated clinical summaries essentially automated the work effort of a full time triage nurse. Lastly, our COVID navigator helped that same Florida-based health system manage 10,000 patient check-ins a day. In a time of scarce nursing resources, our COVID post-discharge monitoring program identified early rising-risk patients for direct nurse outreach. A number of patients were identified to be in active emergencies and brought in via EMS due to this system. The system’s CMIO endorsed the solution “undoubtedly saved lives” on stage at HIMSS.