This collaboration, which began in 2023, has significantly enhanced patient outcomes and healthcare efficiency through a hybrid model integrating digital, virtual, and in-home care for cancer patients.
The partnership initially launched at Memorial Hermann-Texas Medical Center, the system’s flagship hospital, with the goal of providing cancer patients with continuous, personalized care. Patients enrolled in the program have access to a team of clinical oncology specialists around the clock, with support available via SMS text, phone, and video. This service not only addresses patient concerns promptly but also offers cancer-specific educational content and supportive care at home.
The results from the first phase of the partnership have been nothing short of remarkable. The program achieved an unprecedented 98% patient engagement rate within the first 30 days, with over 80% of patients remaining engaged beyond 90 days. These figures stand in stark contrast to the industry benchmark of 28% engagement, highlighting the success of this innovative care model in maintaining patient involvement and adherence to treatment plans.
Patient satisfaction has also soared under this program, with the partnership achieving a Net Promoter Score (NPS) of +86—far exceeding the healthcare industry average of +58. This high level of satisfaction underscores the effectiveness of the care model in not only meeting but exceeding patient expectations, ultimately enhancing the overall patient experience.
Moreover, Reimagine Care’s approach to symptom management has proven to be highly effective. The program successfully resolved 87% of patient symptoms without the need for escalation to Memorial Hermann’s facilities. This proactive symptom management approach not only improved patient outcomes but also significantly reduced the burden on healthcare providers, saving hundreds of hours that could be redirected towards more critical cases.
Emergency Center visits also saw a substantial reduction, with fewer than 5% of enrolled patients requiring emergency care for potentially preventable symptoms. This reduction has not only led to significant cost savings but also minimized unnecessary hospitalizations, further demonstrating the program’s ability to deliver high-quality, efficient care.
In addition to improving patient outcomes, this program has addressed many challenges faced by clinicians in hospitals nationwide, particularly issues related to provider burnout. The frequent calls, texts, emails, and electronic health record notifications from patients are among the leading causes of clinician fatigue and turnover. However, with the support of Reimagine Care, Memorial Hermann’s physicians have experienced 87% fewer symptom-related interruptions during the day, allowing them to allocate more time to patients who are physically present in the clinic.
“We have seen firsthand the transformative impact of this partnership on our patients and staff,” said Sandra Miller, vice president of the Oncology Service Line at Memorial Hermann. “By leveraging Reimagine Care’s innovative technology and experienced care team, we have been able to provide enhanced patient care, reduce unnecessary ER visits, and ensure our physicians can work more efficiently. This expansion will allow us to extend these benefits to even more patients and further our mission of delivering exceptional health care.”
Dan Nardi, CEO of Reimagine Care, echoed this sentiment, stating, “We are honored to take our partnership with Memorial Hermann to new heights. The remarkable success we’ve achieved together is a testament to the power of innovative collaboration within the healthcare industry. Our expanded partnership marks a pivotal moment in redefining cancer care, setting new benchmarks for patient engagement, satisfaction, and outcomes. We are committed to pushing the boundaries of what is possible in healthcare, revolutionizing the patient experience, and establishing a new gold standard for the industry.”
As the partnership enters its next phase, Reimagine Care’s services will be extended to additional patients and physicians across the Greater Houston area. Both organizations are committed to continuing their work together, aiming to redefine the future of cancer care and improve the lives of patients and their families on a broader scale.