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Elevating patient care: how Axle Health provides the 99th percentile patient experience with Avenue

Elevating patient care: how Axle Health provides the 99th percentile patient experience with Avenue

Aug 30, 2023

Aug 30, 2023

Axle Health leverages technology to connect healthcare organizations with in-home care professionals. They allow more patients to be seen where and when it's convenient – at home. Axle Health's operations involve coordinating in-home healthcare visits for patients, clinicians, and clients (healthcare organizations). Ensuring timely visits, smooth communication, and quality care are among their top priorities.


Simplifying Care Delivery

Axle Health's challenge extends beyond clinical excellence – they aim to elevate patient experiences. To do so, they’ve built tools to support remote clinicians, allowing them to track appointments, coordinate clinicians, patients and healthcare organizations.  Doing so effectively requires sophisticated operational systems, which is why Adam Stansell, Axle Health's CEO, relies on Avenue to streamline its monitoring and playbooking. 


Transitioning to Agile Solutions

Axle Health moved away from static systems like spreadsheets and inflexible Slack alerts. These methods were labor-intensive and lacked agility. Tracking appointments, clinician-patient communication, and maintaining client visibility was complex, and customizing alerts was both costly and time-consuming. “Having access to really high quality tools, like Avenue, has allowed us to solve for that 99th percentile patient experience,” notes Adam.


Streamlining operations processes with Avenue

  • Real-time Monitoring: The ability to monitor stakeholders—patients, clinicians, and clients—in real time has improved visibility and led to more streamlined communication

  • Automated Alerts: The ability to set up automated alerts with Avenue, has ensured timely responses to critical situations and enabled efficient issue resolution.

  • Sophisticated Issue Handling: The ability for intelligent and customizable issue handling. Adam highlights Avenue’s auto-resolve feature: "The ability for signals to be auto-resolved is massive, because we have a lot of situations where we want to know if a thing has happened, but we also want to know if it requires immediate action or not.”

  • Customizable Playbooks: The ability to create customizable playbooks, which create custom, repeatable step-by-step processes for issue resolution. 


Avenue's impact: Cheaper than hiring an engineer

Adam Stansell highlights the transformative effect of Avenue, comparing it to hiring an additional engineer at a fraction of the cost. Avenue has saved time for Axle Health's engineering team and introduced critical functionalities.

“Being able to outsource this piece to Avenue has been massive. It’s as if we hired another engineer.” Avenue has saved time for Axle Health’s engineering team, and introduced critical functionality that they would not have prioritized building themselves.  -Adam Stansell, CEO


Future Integration with Avenue

Axle Health envisions leveraging Avenue for more sophisticated processes, such as automating internal systems. This includes improving support call tracking, ticket assignment and closure, and refining customer onboarding.

In partnership with Avenue, Axle Health is revolutionizing healthcare coordination, enhancing issue resolution efficiency, and elevating patient experiences. The collaboration showcases how innovation in operational management can redefine patient care and streamline healthcare delivery.


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Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2024 Avenue. All rights reserved

Sign up for a free trial

Operations observability in under 10 minutes

Subscribe to our newsletter

Receive updates on new posts and features

Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2024 Avenue. All rights reserved