What You Should Know:
– Laguna Health, a leader in AI-powered care management solutions, has unveiled Laguna Insight, an AI performance dashboard that empowers care teams by offering a deeper understanding of their interactions with patients, going far beyond traditional metrics like call time and handle time.
– Laguna Insight allows team leads and executive leadership to train team members and view key operational and performance metrics at the team, care manager, and even individual call level.
The Challenge: Burnout and Inefficiency
Care management teams are facing immense pressure. High caseloads and administrative tasks often lead to burnout, jeopardizing both team well-being and patient experience. Nearly half of the healthcare workforce experiences burnout, struggling to manage workloads three times their optimal capacity. Laguna Insight addresses this challenge head-on.
The Laguna Insight Difference
Unlike typical voice analytics platforms, Laguna Insight delves deeper. It leverages generative AI, trained by healthcare professionals, psychologists, and data experts, to analyze 100% of care team-member interactions. This comprehensive approach provides valuable insights into:
- Burnout Risk: Identify team members at risk of burnout based on subtle language cues like short responses or dismissive language.
- Conversational Success: Measure how effectively care managers build trust and rapport with patients, fostering stronger relationships and better outcomes.
- Empathy: Quantify two key aspects of empathy – cognitive (understanding thoughts) and emotional (understanding feelings) – to identify highly empathetic team members who can connect more deeply with patients.
- Conversational Style: Evaluate the clarity and efficiency of care managers’ communication style, ensuring they convey information effectively within short call times.
- Barrier Detection: Identify potential barriers to care that might be missed during conversations, allowing teams to address them proactively.
Empowering Care Teams
Laguna Insight empowers care teams by:
- Providing actionable feedback: Individuals receive specific guidance on how to improve their communication and build stronger patient relationships.
- Improving efficiency: Supervisors can quickly identify high-priority issues and optimize team workflows based on operational data like call volume and average call time.
- Promoting well-being: Early detection of burnout risk allows for intervention and support, fostering a healthier work environment for care teams.
“It’s frustrating that in today’s digital world, in order to oversee and train their teams, care team managers are still either sampling calls manually or analyzing spreadsheets of data. Why should we settle for such a manual, inefficient and low fidelity approach? We shouldn’t! Through the use of AI, we’re able to objectively measure the quality of the relationship that is being formed between a care managers and members, without the need to randomly sample calls” said Yoni Shtein, Co-Founder and CEO, Laguna Health.
