As we reflect on Uptiv Health’s first year, we’re proud of the strides we’ve made in providing exceptional, human-centered care. Our journey has been filled with valuable lessons, meaningful patient interactions, and significant milestones that have shaped our approach to healthcare. Here’s what we’ve learned so far.

1. Human-Centered Design is Paramount

From day one, our mission has been clear: provide exceptional care that extends beyond the walls of our clinics and makes every patient feel comfortable, valued and supported. Our focus on the patient experience has resulted in over 40 five-star Google reviews and a +99 patient Net Promoter Score (NPS), with 70% of patients completing the survey. Patients take the time to share images of the clinic and of their name on the TV screen as they are welcomed into their private suite, and express how different and soothing their experience was compared to prior care settings. 

So, how did we get here?

Design Principles Behind Our Centers

We’ve crafted spaces that are not only functional but also warm and inviting, creating an atmosphere that alleviates stress and anxiety. Multiple studies have demonstrated that incorporating nature-inspired decor, also known as biophilic design, leads to measurably reduced stress levels, better pain management, improved mental well-being, and increased productivity and performance. With this in mind, we created an environment that puts patients at ease the minute they enter.

Removing barriers

Modern day healthcare experiences often present unnecessary barriers. As we were designing our service blueprint and imagining our patients’ experience, we decided to break the mold. What if there were no huge reception desks, no monitors and no piles of paperwork separating our staff from our patients? What if each patient was greeted at the door by their name and shown to the room specially prepared for them with the lighting, the extra blankets, and the tea that they asked for through our infusion survey prior to coming in? What if this experience didn’t have to feel like another “sick” visit, but instead felt like a day of self care and relaxation? With these questions in mind, we designed our centers with a cozy lobby where you can spend time relaxing, no reception desk, and a welcoming smile for every patient that walks into the door. 

Patients love the “welcoming” and “personalized” nature of their experience, noting the “spa-like” atmosphere and the genuine care from our staff in almost every single review. 

2. Provider Burnout is Real! And We’re Tackling It.

Healthcare can be overwhelming not only for patients but also for providers and staff. At Uptiv, we’ve streamlined processes to ease the workload for both referring clinics and our own staff. Our referring providers receive same day confirmation of their referral being received, and get regular updates when their patients are scheduled, seen for their therapy, or need any additional support. By navigating the complex prior authorization process on behalf of the provider and the patient, we are saving our referring provider’s staff members days and hours of paperwork, holding on the phone, filling out multiple forms, faxes and so on.  As a result, depending on prescribed therapy and patient insurance, we are able to schedule the patients on average within 5-10 business days from receipt of referral. And our referring providers give us a +88 NPS score with encouraging testimonials highlighting the responsiveness of the care team, consistent communication and feeling that their patients are well taken care of.

3. Is Telehealth Dead? Not So Fast! The Power of Hybrid care.

Telehealth has undoubtedly made waves in healthcare, but the narrative that it’s fading away is far from true. We believe that the Uptiv model demonstrates the evolution of telehealth into something more powerful—the hybrid care model. This approach blends the best of both worlds, combining the convenience of digital health with the personal touch of in-person care.

The Power of Technology in Hybrid Models

At Uptiv Health, technology is not just a tool; it’s a game-changer. By integrating digital solutions into patient care, we’ve streamlined the patient experience from start to finish. Our nearly paperless system makes managing patient communication, scheduling reminders and onboarding effortless. And in-person support for onboarding to our app means that even the less tech-savvy patients can engage comfortably with our digital platforms, leading to a 95% app engagement. 

Hybrid Care: The Future of Patient Engagement

The hybrid care model isn’t just about offering telehealth or in-person visits—it’s about meeting patients where they are and providing care across multiple channels. Whether a patient prefers in-person visits, video calls, messaging or phone consultations, we provide options. This omnichannel engagement allows for continuity of care and ensures patients feel supported across the entire care continuum, whether they’re receiving treatment in the clinic or managing their condition from home.  

Whole Person Care: Addressing Behavioral Health and Beyond

Multiple studies, as well as our own experience over the past year, demonstrate that a significant portion, 35-40% of chronic patients struggle with depression and anxiety. Recognizing the importance of mental health in overall well-being, we’ve integrated behavioral health services into our care model. 

In addition to mental health, simply navigating our complex healthcare system for someone with a serious chronic condition can be daunting, frustrating, scary and confusing. Our experienced team has been able to help our patients through this maze by engaging them in our Uptiv360 Whole Person Care programs. Through this engagement, we have been able to help our patients connect with a new primary care physician,  find the right equipment for their medical needs, get the transportation assistance to make it to their appointments, manage the multitude of medications they take, and much more. Above all, this whole person approach makes them feel supported and empowered in their care. 

Conclusion

As healthcare continues to evolve, so does the need for flexible, patient-centered holistic care models. At Uptiv Health, we believe that hybrid whole person care is the future. With the right balance of services, technology and human touch, we can provide superior care while keeping patients engaged and supported throughout their entire care journey.

Our first year at Uptiv Health has been a journey of growth, learning, and transformation. As we look to the future, we remain dedicated to refining our approach, expanding our impact, and continuing to provide exceptional care that truly makes a difference in the lives of those we serve. 

If you’re interested in learning more about the life-changing experience of receiving your infusions with Uptiv Health, contact us and see how we can help.