For Essence Healthcare's care coordination services, should we invest in developing a mobile app for easier access or allocate resources to increase the number of in-person care managers?

Introduction

For Essence Healthcare's care coordination services, we're faced with a critical decision: should we invest in developing a mobile app for easier access or allocate resources to increase the number of in-person care managers? This trade-off involves balancing technological innovation with human-centric care delivery. I'll analyze this decision through the lens of user impact, business objectives, and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm thinking our current care coordination model might be facing scalability challenges. Could you share more about the current patient-to-care manager ratio and any feedback we've received on accessibility?

Why it matters: Helps understand the urgency and scale of the problem Expected answer: High ratio, with patients reporting difficulties reaching care managers Impact on approach: Would lean towards a tech solution if accessibility is a major pain point

• Business Context: Based on our revenue model, I assume care coordination directly impacts patient outcomes and retention. How does this initiative align with our current strategic priorities and financial targets?

Why it matters: Ensures the solution supports overall business goals Expected answer: High priority, tied to improving patient satisfaction and reducing churn Impact on approach: Would justify significant investment if directly tied to key performance indicators

• User Impact: I'm curious about our patient demographics. What percentage of our patients are comfortable with mobile technology, and how does this vary across age groups?

Why it matters: Determines the potential adoption and impact of a mobile app solution Expected answer: Mixed tech-savviness, with younger patients more likely to adopt mobile solutions Impact on approach: Might suggest a hybrid solution or phased rollout if there's a significant tech gap

• Technical Feasibility: Regarding our current IT infrastructure, how prepared are we to develop and maintain a mobile app that integrates with our existing systems?

Why it matters: Assesses the technical challenges and resource requirements Expected answer: Some integration challenges, but generally feasible Impact on approach: Would influence timeline and resource allocation for the mobile app option

• Resource Allocation: Can you provide an overview of our current care manager recruitment and training pipeline? How quickly could we scale up our in-person care team?

Why it matters: Evaluates the feasibility of the in-person care manager option Expected answer: Challenging recruitment market, with a 3-6 month ramp-up time for new hires Impact on approach: Longer lead time for in-person solution might favor the mobile app option