Cracking the Retention Code: How AI Boosts Caregiver Morale and Cuts Turnover

Cracking the Retention Code: How AI Boosts Caregiver Morale and Cuts Turnover

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Carolina: All right, I’m so excited to be here. Welcome to CareSmartz360 On Air, a Home Care Podcast. So my name is Carolina Gonzaga, I’m an Account Executive at CareSmartz, and I love to chat.

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Carolina: We’re so thrilled to introduce Patrick Mobley from the Vivid Health Company. And this is a Provider Led AI platform transforming care management. So, I’m just really thankful that you’ve joined us today, Patrick.

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Carolina: AI, so I’m excited to kind of bring it down to basics. But then also focus today on really how this product and how this change of experience can really help with staff retention. So, I want you to crack the retention code today and talk about how AI can boost caregiver morale, and you know, help with turnover. Welcome to the Podcast, Patrick.

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Patrick Mobley: Thanks for having me. I’m glad to be here.

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Carolina: Yeah, so thank you for coming. I do have to say that I got to experience a little bit of what might happen when you’re getting to know when your clients are getting to know their potential clients. And I was very impressed.

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Carolina: So, you have a fan already, just for some of us, you know listeners who don’t know anything about vivid health. I would love for you to just give us a little breakdown of what it is that you offer

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Patrick Mobley: Yeah, yeah. And again, like, appreciate you having me on. And to answer your question, I think that

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Patrick Mobley: You know, vivid health is largely a reflection of my background, where over the years I’ve worked with many caregivers and many nurses, and it was always a struggle for the nurses to really manage both the Caseload they had and the documentation requirements associated with it.

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Patrick Mobley: And we wanted to. We like to say, we want to remove as much admin work away from caregivers. Such they have nothing left to do but provide care. It’s the only thing left, and if we do that, then we’re running a good business. And we’ve helped a lot of people out.

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Patrick Mobley: And so, in building vivid health, we wanted to build a platform that really managed the patient from the point of whether it be referral or intake, whatever you want to call it, all the way through the episode, and to the point where the patient is, it could be discharged. It could be moved on to another program, whatever it may be, but the entire time, and that could be

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Patrick Mobley: from a week to 60 days or to more. And that’s the platform that we’ve built. And we. And in every step of the way we built it in a way that that removes the task, that the caregiver may not want to do all. But all while keeping the patient at the center of care. So, our platform is the only to get into kind of the weeds of the AI world a bit.

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Patrick Mobley: We like to say our platform can see. Excuse me, I can speak, write, and listen, and what we mean by that is, we have agents that can call a patient, or their care, or their caregivers and check in on them. Ask them questions, see if they need anything. That agent is a person that I say, it’s a person. See, this is how it is? How? How does it starts?

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Patrick Mobley: stage.

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Patrick Mobley: Yeah. Yeah. Her name is Sage. She’s wonderful. She’s very nice, but she gets to check in on patients and refer that information back to the caregiving team. She

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Patrick Mobley: We can also text and email. But we can assess a patient across over a hundred conditions. 16 specialties. We also partner really well with home health and hospice and some of their required documentation.

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Patrick Mobley: After we assess them, we can build care plans around the patient and we automate. Follow up. Our belief is that if we make you know caregivers really really efficient at the point of

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Patrick Mobley: of intake and initial care plan development, then they may be able to touch one more life or spend a little bit more time with some patient, and so we wanted to not only accelerate that part, but also maintain connectivity after that initial care plan. So, we automate, follow up with the patients, we again we can check in on them in a variety of ways, and we even stratify the patients. So, if a caregiver is helping, let’s say, manage 10 different patients

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Patrick Mobley: We can say, like, here are the 3 that you need to focus on today. Here are the 4 that

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Patrick Mobley: may need less assistance, but it’s all in the name of making the caregivers as efficient as possible.

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Carolina: So, if somebody is, you know, being assessed and might not be able to interact with Sage, would it still be something that could be done by someone in their circle of care.

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Patrick Mobley: Oh, yeah, absolutely so. Funny enough. Sage was the latest and greatest addition to the platform. But before that she wasn’t around. And so, we offer, really kind of 3 ways to answer the question. You have one. There’s text and email, which is rather straightforward, you know, you send a text to conclude some assessment check in questions. We can take that data.

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Patrick Mobley: push it through a large language model and create a care plan, and hopefully the caregiver. It’s nothing more than a push of a button for the caregiver to get to the point where there’s a care plan created.

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Patrick Mobley: They can also go home. I mean, there are capabilities within the platform to go in and talk to the patient and use our platform to build out those care plans as well. So, there’s a lot of ways to go about doing it.

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Carolina: Yeah.

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Patrick Mobley: Even if Sage is not around

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Carolina: And I guess before we jump into kind of the focus of today’s podcast what are some of other than you know? Just a happier caregiver. What are some of the positive outcomes other than that that you’re seeing that maybe you expected, and then ones that kind of surprised you

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Patrick Mobley: Yeah. So, we’re seeing an over 50% decrease in documentation time, that is, that can that can equate to anywhere for a single carrier work to be one to 2 to 3 HA Day, that they’re getting back. You multiply times that 5 times 5, and you’re talking about a lot of time back to really focus on the patient and frankly reduce burnout and increase retention, which are important for caregiving organizations.

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Patrick Mobley: And so that one was one that we’re really, really proud of. We’re also to answer kind of the unexpected. It is incredible how willing patients are to give answers in different settings, and what I mean by that is, I’ll give you 2. Let’s say Sage calls necess as a patient, and let’s do another one. Where, like the patient is text a set of questions to answer.

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Patrick Mobley: There’s this weird thing that occurs when a

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Patrick Mobley: whether it be a nurse or caregivers in the room, and like asking questions. Oftentimes the patient feels a little bit more pressure to answer in a certain way

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Carolina: Totally. Yeah.

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Patrick Mobley: But when it’s an AI agent, or even on their own, through a tablet or some other means,

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Patrick Mobley: you get much more honest responses, and the quality of the responses is back. And one of the things we’re proud of is the way that we built a lot of our assessments is, we evaluate patients on the mental and physical aspects of their disease. So, it’s not only, you know, if you have. CHF, do you have chest pains and ankle swelling? But also, do you have anxiety around paying for your meds? Do you have transportation, those things? And so, it creates this really holistic view

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Patrick Mobley: the patient, and in a way that just frankly didn’t exist in the market, and we were proud to fill it. So that’s always it’s really interesting to see

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Carolina: Yeah, that’s awesome. And have you found that?

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Carolina: I mean, I guess you know, if a nurse is doing an assessment, and there’s lots of clients on her mind or his mind. And if they have all these places to go and do, I’m going to assume that you might have seen better care outcomes in terms of accuracy of those conversations. And then you add in the honesty, would you say that that’s definitely something you’ve seen

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Patrick Mobley: Yeah, the quality of the responses results in the higher accuracy of the of the plans and billing and everything else that goes with that and

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Patrick Mobley: And really, what we’ve seen is from a. This is purely like a process. Standpoint is because you’re able to acquire so much information before the caregiver enters the home. The caregiver’s job is then to validate and just have a conversation. Remember now, in our world like when you work with the caregivers, walking to the home with this really vast knowledge of the patient like understanding.

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Patrick Mobley: and frankly walking in the door with a care plan already created. And it’s more of a validation process and being able to have this like rich discussion versus, you know, walking in learning everything for the 1st time and trying to figure it out on the fly. And so, the quality of what’s coming out of that is just incredible.

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Carolina: Yeah, absolutely. And I can just see, maybe, that you know.

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Carolina: caregiver or nurse walking in might be able to really see and take in more from the experience of the 1st time in the home, knowing that they have kind of a good basis. So that sounds really cool. Okay, so

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Carolina: What do you find? You know with your clients? Folks that you know want to use your program? Are there some major kind of motivations like, what are the biggest values? Because I can see so much value in here that it almost seems like, where would you even start? So, what are the top ones, if we can.

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Carolina: If we only have an hour

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Patrick Mobley: Well, I think it’s well known that whether it’s caregiver nurse doctor, paperwork is a pain, and they would much rather be doing something else than filling out paperwork. So, to the extent that we’re removing that burden, that’s always at the top of the list. And then there’s a lot of stuff that flows out of that. So

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Patrick Mobley: The second is, you know.

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Patrick Mobley: it takes a lot of time to pick up the phone and call someone, and they may not answer and then create a little reminder for yourself and call again. You know, or a little reminder like, hey, call Susie next Wednesday at 4, whatever it may be. What if all of that was gone? What if? What if you had a personal assistant that was checking in a personal assistant the patient and their caregivers knew as well

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Patrick Mobley: that you, you could acquire that information, and then what if you. The feedback you got back was like, hey, Susie needs to talk to you now, or

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Patrick Mobley: You know Susie doesn’t need as much like you can. You can keep your original schedule and then, lastly, like and I think that goes along with patient engagement. But also, you know, there’s the prioritization of work. But also, there’s just like the retention of the patients like you don’t like for caregiving organizations.

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Patrick Mobley: You know. You want to. You want to keep the patient you want to. You want to obviously meet the expectations, and if

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Patrick Mobley: you have more time to focus on those that need it most, but not lose contact with those that may be in a better state. That’s powerful. That’s good for business. That’s good for the caregiver. I think that you can really have an impact on your community that way, especially in rural areas. And we can do all of those things like it’s right there at our fingertips.

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Patrick Mobley: I know this is a long answer, but we have this slide that we show customers often, that’s, you know, for every clinician or caregiver that uses our platform. They get their very own medical assistant clinical manager and executive assistant like it’s right there at their finger fingertips.

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Patrick Mobley: We’ve amplified them. We’ve made them, you know. We’ve increased their reach tenfold over what it was before all without impact, all with ultimately improving patient outcomes, and only positively impacting their business

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Carolina: That’s incredible. And out of curiosity. Where are your customers? Are they located in a specific place at this time, or are they spread out

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Patrick Mobley: Spread out so Pacific Northwest. So just a quick rattle off of States. Louisiana, Washington State, Oregon, Massachusetts, here in North Carolina, and hope, we believe, expansion into Kansas, Oklahoma, Georgia.

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Patrick Mobley: Florida, more in North Carolina, South Carolina, Illinois. In the next couple of months. But with that, really, I mean to be honest like that we could go to all 50 States tomorrow like it’s not like we’re tied to a local. It’s just where

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Carolina: Yeah.

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Carolina: Well, it sounds like something that could be global to me. And it sounds very exciting. Well, I’m excited to talk about this. So

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Carolina: you know, I was a caregiver back when we did tick sheets. This was many years ago, and you know it is just such a taxing job. But the beauty of the job is in the connections and not in the documentation. And so, I’m wondering in terms of you know, the effect that using this has had on those providing care. Was that something that was a goal? Or did that outcome that positive outcome, just kind of come to be

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Patrick Mobley: Well, I think that you know every nurse and caregiver that we work with. State the obvious like, wants the best for their patients and wants the best for those that they manage. And so, there’s a certain skill, level and

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Patrick Mobley: And you know, just capability that they bring to the table.

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Patrick Mobley: All we’re doing is allowing them to focus on the things that they want to do most. So, to your point, like not doing documentation and not having to pick up the phone and call 50 people in the morning. I mean, this is a real example, although it might sound a little bit extreme. If you had a super powered caregiver that had a thousand patients.

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Patrick Mobley: You could call them all in the same morning and manage them at scale like it’s that powerful the way that we have the platform. But the real answer to your question is, once you do that, that’s when the magic happens on the outcome side. So, as I led with, we want to leave the carrier with nothing left to do but provide care, and if that’s all they have to do, then you’re going to see better outcomes. You’re going to see

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Patrick Mobley: you know, less burnout, less frustration, happier.

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Carolina: Yeah. And I guess when I because I’m just starting to learn about vivid health. And I guess my thoughts initially were, this is like an assessment tool, but it is also just a way to check in with people. I think of a community. I used to manage those 265 individuals, and the front desk person had to call each and every one of them.

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Carolina: And it’s like, and I think they’re still doing it. But I’m just like it’s just as a caregiver of the past, I’m thinking, wow, okay, this is a powerful tool. And not even the 1st way that I thought so. That’s exciting.

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Patrick Mobley: Yeah, I mean, let’s take that person. So, take all those calls away. So, let’s say, the person doesn’t have to make it. And let’s say those calls? Some people answer some, don’t, some. You leave voicemail, some you call back.

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Patrick Mobley: Sage handles all that she’ll call back. She’ll leave a voicemail if you want her to do it. So that person doesn’t have that portion of their job. Now they can coordinate transportation to their Pcp. Clinic for the patient, or maybe check in on patients to make sure they’re getting their vaccines during flu season, like those are probably tasks that weren’t available. But now she

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Carolina: Yeah.

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Patrick Mobley: Availability to do it

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Carolina: Yeah. Well, my parents need sage. I’m just going to tell you that for sure they do. Okay, so can you share some key performance indicators. You monitor to measure improvements in caregiver retention through AI initiatives

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Patrick Mobley: Yeah, I mean the first.st I know we keep kind of circling back to it. But the time on documentation and the decrease of, you know from where they were to what it is, and we’re seeing greater than 50%. It can. It can vary a little bit by caregiver and workload. But you know, 50 to sometimes upwards of 70 to 80% like there. The work has just been completely removed, but in the best possible way. I should note, this is really important.

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Patrick Mobley: Early in the company we trademarked, the term provider led AI like this is like week 2 of the company. This goes back several years ago. The reason we did that was we never, ever, ever wanted someone to feel that whatever AI did for you whether it was create a care plan, or call a patient that they didn’t have their hands on the wheel. So, when we say Provider led AI. This isn’t an example of

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Patrick Mobley: the AI doing someone else’s job, and even going so far to replace it. Rather, it’s a partner in amplifying the individual caregiver. And I think that’s really important. But to your question.

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Patrick Mobley: time spent on documentation, patient engagement and retention like, how long were patients? Or you know, you know, being managed before, you know, and then compared to now?

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Patrick Mobley: Were they staying with your organization? Were they moving on? You know what is the connectivity to other programs within the community where the partner lives. And we’re able to. You know, we work with our partners because it can vary a little bit by location, but kind of better understand that. And a hundred percent of the time we see

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Patrick Mobley: just essentially just better, better connectivity, better attention, and frankly, like better services that maybe are outside our platform scope, but are now available to that patient because the nurse has time to offer them

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Patrick Mobley: In the in, you know, those are the big ones. I think the other ones are just like consistent

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Patrick Mobley: understanding of the status of the patients. So again, if you had 265, and you were to look at a list of all, 265 every Monday. How would you know which ones are? Have indicated the need in the last 24 h? Versus you know those that haven’t, and we can we do all of that for you as well

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Carolina: It makes me think of like here in Canada where I live. You know, we always say our healthcare system does really well, when there’s something really big going on. But when things are just kinda that’s when the system doesn’t kind of do well here, and so what I think of is really like just

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Carolina: time, better focused on those that need it in the areas that need it. And then time is less wasted as well. Which is just a good outcome all around, for everybody involved

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Patrick Mobley: Yeah. And I think like this would be true in Canada, too, I think, but definitely here in the Us, like the impact of rural health care. So

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Patrick Mobley: it can be, you know, 30 min, 45 min hours to the closest hospital, maybe the closest primary care, doctor, and

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Patrick Mobley: and if you can maintain connectivity with that patient

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Patrick Mobley: and help support them, even though you. That’s a long way for them to Traverse to get to, you know, whatever they need like, there’s power in that. There’s an impact on the total cost of care, to outcomes everything if you can just do that. And if and again, like

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Patrick Mobley: I told someone who was a very senior Government official the other day that, like, you know, Nurse Susie, who’s sitting enrolled, I live in Raleigh, North Carolina, who lives in North Carolina. Imagine her being able to have connectivity with patients that are hours away. That’s just not something that has existed until recently.

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Carolina: Yeah,

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Carolina: I’m going to ask, kind of a jargony question. Now, how do data insights and feedback loops play a role in fine-tuning your AI tool to be better, to better meet. Caregiver needs

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Patrick Mobley: Yeah, so there’s 2 paths to that. One is pretty technical and the other is less so. So. On the technical side. We are always acquiring it to the extent that the partner is willing to share it with us, and we can work with them. We can take like the sage call data. We can take care plan data, and we can

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Patrick Mobley: train, continue to train the model on that and make it more refined and specific. I will say, though, for what it’s worth, the models even are like the ones you may use today, and, like Chat Gpt are pretty darn good. I think they kinda they there’s this

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Patrick Mobley: a little bit of a bad rap that they need to be ultra trained in order to like? Answer these very specific questions. I don’t see that as often. Not that additional training is a bad thing, but we do have the capability to take that data, train the model, and we do that to be clear, to continue to inform it and make it better. The other is a little bit outside the scope of the question, which is you know. Maybe it’s our assessments or us

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Patrick Mobley: the way that we like text, the patient, like the verbiage that we use, and we’re constantly looking for feedback to make that more engaging and better for patients as well

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Carolina: Well, she did. Amazing. Today. It was like I was talking to. Well, Sage, the person. Yeah, she reacted to every little thing, and I gave her a couple of doozies, and she just was right there with me. So, I was very impressed with that. All the work is working

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Patrick Mobley: So.

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Carolina: With AI being the big topic.

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Carolina: Who are your clients like? What are the limitations of like? Who are you reaching out to? Who’s interested in using it? If that question makes sense.

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Carolina: Yeah.

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Patrick Mobley: So, the thing that we often look at when we think about a platform, we’re

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Patrick Mobley: We spent a lot of time very early in the company building. So, we cover over 100 conditions, 16 specialties. We also cover most post-acute care, especially in home health and hospice required documentation, and when you put all that together, we have, like general health assessments. Sdoh, all of those.

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Patrick Mobley: And when you combine that just

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Patrick Mobley: you know, very like tactical work with all the tools we talked about. Whether it’s, you know, using AI to create care, plan, or sage, or even like texting.

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Patrick Mobley: you create this really fantastic puzzle piece that can go in a whole lot of different areas. And so, when we look at our current client base we have primary care partners. We have hospital home partners. We have home health partners. We have homes other than hospice partners. On the caregiver side. They actually are kind of an integral piece of each one of those buckets. And so

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Patrick Mobley: And we’re actually seeing more and more interest on the palliative care side as well. So, it seems that we don’t need to create something new to fit a new market. Frankly, to give you an extreme example, if a cardiology clinic called us tomorrow and said, they want to work. Yeah, maybe they would want us to build an extra assessment or 2. But the platform is ready to go. And so, we’re this wonderful puzzle piece for organizations looking to reduce their admin burden, make their staff happy, and make their patients healthier

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Carolina: Well, I don’t know how Sage feels about doing sales calls, but I could really use her help to be honest.

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Patrick Mobley: It’s not a sales call, but we’re

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Patrick Mobley: We do use her to enroll patients and like, talk to patients about chronic care management and enroll them in programs. And so, it’s not quite the same, but it’s pretty close. And it works

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Carolina: You just talked about how it’s kind of a puzzle piece that fits into so many places. So, there are almost no limits. What are some of the major challenges you face since starting vivid health in terms of, I mean, the space is diverse. Lots of lots of different pathways to using technology, lots of different thoughts on it and feelings on it. So, what are the challenges there

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Patrick Mobley: So, we took a really unique approach to the way that we built the platform. So, if you look out on the market, I’ll give you an easy example, and it’s 1 that probably hit healthcare the most, which is this, it’s called ambient listening. So, it’s this tool that will listen to the patient, or, you know, caregiver interaction.

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Patrick Mobley: Take the recording, transcribe it, and then create, like clinician notes essentially for it. So then, the idea is that the clinician can take those notes. Put them into the Mr. And they don’t have to write them themselves. Really valuable tools doctors love.

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Patrick Mobley: And our view was, that’s great.

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Patrick Mobley: But everyone was doing it. There’s 64 of those companies in the market today. 2 years ago, there were maybe 4 and it was just like, Follow the leader’s situation. And so, we looked at the market as we were building our platform. And like, Let’s do this in a little, a little bit of a different way, and I’m going to circle back to the answer to your question. I was like, let’s build the platform, and then let’s take the best of breed like applications, and really be the delivery mechanism to give to the caregiver that, like, you know, we can take the best

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Patrick Mobley: ambient listening technology or the best voice technology and use are the assessments and everything that we’ve built to build this holistic platform that we can give to the masses and really create

00:24:17.090 –> 00:24:22.830
Patrick Mobley: the broad, integrated solution, so that every clinician has access to every single good. AI tool

00:24:22.840 –> 00:24:50.839
Patrick Mobley: to now, to your answer. Your question with that context is that everyone anchored initially on like the only tool they ever saw on the news. So, there were so many ambient listening companies they’d be like, well, then, don’t you do this? And we also do all of these other things, and it’s always been like an interesting conversation to explain to people that we’re way like the thing that you read about in the news. You know, especially when it’s like cios and ctos around.

00:24:51.149 –> 00:25:10.649
Patrick Mobley: You know, clinician notes and scribing like that’s cool. We do that. We have that in our platform, but we also can assess a patient, but plan around the patient, really follow that patient through the entire longitudinal care episode, and then they start to see like sort of the power of it, but it sometimes takes a conversation or 2, because folks

00:25:10.650 –> 00:25:11.240
Carolina: Yeah.

00:25:11.240 –> 00:25:15.659
Patrick Mobley: Based on the one thing they’ve seen, and not sort of the power of everything that we’ve built

00:25:15.970 –> 00:25:24.551
Carolina: Well, I’m assuming that there’s some conversations that are like Whoa! I don’t need all that, but then it’s such an enhancement that takes some. Yeah, you’ll be hearing from them, though.

00:25:24.820 –> 00:25:54.149
Patrick Mobley: Yeah, I. And there’s no obligation to use like, if you only wanted ambulous, and you just use that. But somebody the other day in a meeting, said, there’s a physician that works for like a risk bearing aco. And he said, you’re just giving us all the ingredients to build the bet, to build the best workflow possible. And I was like, Yeah, it was like, like, you have everything you would ever want here? And if you choose to use a different tool at a different point in your workflow, fine, so be it. But it’s always gonna be there for the clinicians

00:25:54.380 –> 00:26:04.380
Carolina: Yeah, that’s awesome. So lastly, just overall, what are the emerging AI trends that you know you believe are going to further transform caregiving support

00:26:04.760 –> 00:26:06.807
Patrick Mobley: Yeah, I think that.

00:26:07.330 –> 00:26:15.100
Patrick Mobley: the. And this is fairly tactical, but very real. So, we’ve talked a lot about stage and calling, and that is an example of an agent

00:26:15.110 –> 00:26:40.010
Patrick Mobley: from the next trend you’re gonna see, are another version of agents that actually can fill out forms for you, or operate your computer. And you function as think of as like the chief executive of your own workflow. And so, these little agents will go in. Maybe they go into care smarts, and they take data that was discovered in the course of a home visit and put it into the platform for you like you don’t have to do anything.

00:26:40.010 –> 00:26:57.690
Patrick Mobley: and the whole idea is that there’s now you’re at 0 admin work, and you truly have nothing left to do to provide care. That’s I mean, there are Demos from like Anthropic and OpenAI that have already put this out. I would say we’re probably still 6 to 12 months away from it, being really commercially viable.

00:26:57.700 –> 00:27:04.880
Patrick Mobley: But once that happens, I think that you’re just gonna see this explosion of

00:27:05.220 –> 00:27:25.419
Patrick Mobley: little AI agents working for you, doing your bidding based upon what you need, and in this case, with caregiving, it’s going to be completely removing the admin burden on caregivers or anyone else, and really just leaving them to validate what’s in there. That’s what they choose to do, and focusing on the patient

00:27:26.530 –> 00:27:45.849
Carolina: Well, I look forward to seeing all of that improve the whole industry. I learned a lot. I’m very impressed with the mission of your company, so I just want to thank you, Patrick, for spending your afternoon with me, sharing your experience, and hopefully we’ll get to connect again.

00:27:46.230 –> 00:27:47.989
Patrick Mobley: Sounds good. Thank you very much.

00:27:47.990 –> 00:27:48.910
Carolina: Thank you.