Health AI Assistant Reduces No-Show Rates Increases Patient Engagement with Shailu Verma Mila Health TRANSCRIPT

Empowered Patient Podcast

Shailu Verma, CEO and Co-Founder of Mila Health is addressing missed appointments and no-shows for appointments to improve patient outcomes, drive staff efficiency, and reduce clinician stress. The Mila platform aims to automate time-consuming tasks, allowing staff to manage their schedules and patient flow better. This AI-powered assistant drives patient engagement by reminding about appointments, checking on medication adherence, and helping address social determinants of health that may be barriers to care.

Shailu explains, "These are conditions where a patient has to manage many of these elements that I just talked about. And because the conditions don’t have low equity, as we would call it, patients tend to have a relatively high no-show rate. If you look at chronic, which is almost 50% of the spend in healthcare, the no-show rates where patients aren’t able to keep up with their care plans is anywhere between 36% to 45% in some cases."

"There are these external variables around a healthcare plan. I call them externalities. They’re all elements that create no-show rates and barriers for us to complete the care journey. And there are answers to these barriers. There are many hospital systems that provide help to address these barriers, but they’re not communicated at the right time. The individuals who are trying to get to that healthcare don’t quite know it. And that’s where solutions like Mila come in -- Mila is automating many of these guidance mechanisms to ensure compliance to a care plan."

"Today, a health system would send a postcard, or they may have a call center sort of an operation, call these 10,000 patients, or send a scripted text message. Scripted text messages work reasonably well for a reminder system, but they don’t really work quite well for communicating with you why an annual wellness visit is important and that you need to come in. So what the platform does is you can give it a goal, such as set up an annual wellness visit or set up or prepare these patients for a colonoscopy. Mila autonomously communicates with the patient either on the phone or by text in a very personalized, engaging, empathetic manner like a human being would, reminding them of their meds, checking on their meds, their symptoms, their diets, and autonomously completing a particular task or getting them ready."

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