Nursing Looks Different – But It’s Still the Key To Patient Engagement and Adherence

A veteran nurse’s perspective on her profession’s changing role – and how nurse live chat can drive better patient outcomes and increase revenue for digital health platforms.

The next wave of nursing transformation is underway. 

Bedside nursing will always be essential, but digital change in the healthcare world has created new avenues for nurses to make an impact. Now, these healthcare heroes can digitally connect with patients in real time, offering their human touch and expertise to nurse chat widgets embedded in digital health and online pharma platforms.

Patients no longer need to be in a hospital to benefit from the empathy and trust that nurses provide. Instead, they can chat with a nurse – right in your digital health platform or pharma website – to get the guidance they desire. 

Nurse-1-1’s live chat widget connects patients in an average of 8 seconds, and has improved patient adherence by 57%. That means better patient outcomes and more efficient allocation of resources for digital platforms. Bedside nursing isn’t going anywhere, but nurse live chat provides an efficient avenue for digital support that patients can access from their home or on-the-go.

Kate Murphy, CNM discussed the new role of nurses in Nurse-1-1’s fireside chat, “Highlighting Our Heroes.” Murphy joined Nurse-1-1 Co-Founder & CEO Michael Sheeley and Chief Nurse Practitioner Kim Liner for a half-hour discussion on the intersection of nursing and digital health transformation.

Murphy is a Certified Nurse Midwife and currently works at Atrius Health. After graduating from Northeastern University, Murphy worked in the pediatric ICU at Boston Children’s Hospital for nearly a decade, developing her passion for empowering patients – especially women and families. 

Murphy has experienced traditional bedside nursing and has used her expertise in new digital settings, including four years working with Nurse-1-1’s live chat nurse widget. She’s experienced the life of a “digital nurse” first-hand, helping guide patients to the right next steps in their healthcare journey.

“When I first graduated nursing school, it didn’t even cross my mind to do anything besides bedside nursing,” Murphy said. “It can take some time for nurses to learn how we can use our innate skills, values and education and transition it into this new platform, which is certainly the way of the future.”

Here are some highlights from the fireside chat:

The Need for Empathy and Trust In Digital Health

According to a Gallup poll, nursing has been recognized as the most trusted profession in America in each of the past 20 years.

As healthcare shifts to a digital-first experience, many patients lose out on the human touch points previously available in the healthcare journey. Nurses have the skills to fill that role in a digital setting with a seamless, live chat experience, personalized recommendation, and follow-up that helps influence patients to move forward with the right next step. This platform can replace those impactful, yet casual in-person conversations that used to occur at a pharmacy counter or in a doctor’s waiting room.

Healthcare is still feeling the effects of COVID-19

COVID-19 has held a lasting grip on the healthcare world, even if we’ve largely transitioned away from quarantines and boosters.

For two years, treating COVID often became more important than addressing other physical and mental health conditions. Debates over vaccine effectiveness and lockdowns caused division. Some patients became disillusioned with the healthcare system.

“Unfortunately it seems like there’s quite a bit of distrust after the pandemic within the healthcare system, which is important to recognize and acknowledge,” Murphy said. “That’s one of the things nurses can be really powerful for—helping to foster those true relationships and connections.”

Amidst digital health transformation, nurses are the missing link

Telehealth has carved out a crucial role in the post-COVID healthcare world. Patients can now take charge of their healthcare journeys within digital health and pharma websites.

These changes have increased convenience and access for patients. However, there needs to be a way to inject a human touch and influence into these digital processes. Nurses are excellent candidates to represent healthcare on the front lines of patient care. Live nurse chats offer a way for these heroes to extend their impact in a new way.

“I would definitely encourage new nurses to try to think outside the box a little bit, and to really focus on how important they are in the healthcare system,” Murphy said.

When patients have access to live nurse expertise, there are fewer opportunities for patient dropoff and non-adherence. That preserves resources for digital health and online pharma hubs—ultimately driving revenue.

The Future of Nursing

No matter where healthcare goes next, digital health and online pharma hubs will play an essential role. Nurses will need to be embedded in these websites to extend their impact. It’s important for the nursing community to remain agile and opportunistic as they look for new ways to guide patients.

How can nurses help influence the best healthcare decisions for patients?

When nurses take part in a nurse live chat widget like Nurse-1-1, they provide a valuable human touchpoint for patients. It’s important to remember that a nurse live chat complements medical care, rather than replacing it. In this setting, a nurse’s main goal is to provide education, empathy, and influence, ultimately guiding the patient towards the right option within the digital health or pharma website.

Nurses don’t have to give medical advice to make an impact. Instead, they can explain why a prescription is important, advise a patient on how to take their medication or help someone decide if and how they should seek out more medical attention.

What can nurses do to drive healthcare forward?

Nurses who move with the current digital transformation will find themselves with more opportunities to impact patients’ lives. The role of a nurse might take a different form, but the core qualities of empathy, trust and guidance will remain.

“It’s really important to have strong nurses who are working in the hospital and working at the bedside, but that might not be the right role for everybody,” Murphy said.

“It doesn’t mean you’re not supposed to be a nurse or, you need to change professions because there are so many other avenues – whether it’s working in a clinic or working in telemedicine, any virtual aspect – there are just so many opportunities as a nurse where you can find your own niche.”

Want to learn more about how nurses are embedding their empathy and expertise across the landscape of digital health and online pharma hubs? Watch Nurse-1-1’s fireside chat “Highlighting Our Heroes” on-demand at nurse-1-1.com/highlighting-heroes.

Who Are the Nurse-1-1 Nurses?

Despite being digital, our nurses still embody safety, empathy and trust throughout patients’ healthcare journeys.

While we have almost three thousand nurses on the front lines of digital heath, our front lines look a little different than a doctor’s office or urgent care facility. 

Our trusted nursing network may be in front of a computer or phone to provide trusted guidance for patients, but they are still the same nurses that you may encounter at your next check-up. 

It’s time to look past the screen to better understand who the Nurse-1-1 nurses truly are.

The Nurse-1-1 Network

Our nursing network is made up of nearly 3,000 highly-experienced NPs, RNs, PAs, and MDs throughout the United States who can provide trusted guidance for patients in all areas at any time of the day or night.

Despite the virtual connection, our nurses provide the same level of empathy and trust that your patients would feel when chatting with them during an in-person visit. 

They are trained, licensed professionals across practice areas who provide recommendations for patients throughout their healthcare journey, such as addressing a question about a medication refill, at-home testing concern, or general question about a patient’s health.

What does a typical nurse within our network look like? 

  • Seasoned healthcare professional with an average of 11 years of hands-on experience (and minimum of five years)
  • Licensed healthcare professional (RN, NP, PA or MD) 
  • Trained healthcare professional who receives ongoing Nurse-1-1 training
  • Verified healthcare professional (resume verification, background check, interview process, HIPAA agreement and more) 

Here’s a snapshot of just one nurse within the Nurse-1-1 network:

I was an ER nurse in a Level One trauma center for 8 years before becoming a family nurse practitioner. I’ve since worked in a variety of settings including urgent care, primary care, weight loss, occupational health, health risk assessment, and eventually telemedicine. 

As you can see, our nurses are extremely qualified. However, our services are not meant to replace the care patients would get with a hospital or telemedicine visit. Instead, Nurse-1-1 is an additional trusted resource that can guide patients towards the right next steps. If a patient has a concern about an unfilled prescription, or a question about whether a product is right for them, they now have a very accessible and trusted solution with our nursing network. 

How Our Nurses Work With Patients

Nurse-1-1 nurses follow a patient through their digital healthcare journey, so patients can rest assured that our nurses provide quality recommendations that are specific to their needs. 

After a chat is initiated (patients are connected with a nurse in an average of eight seconds or less!), our nurses talk independently with the patient to understand their health concerns and questions. Mid-way through the chat, the nurse sends the patient a personalized recommendation from a list of clear, pre-set and client-configured “navigational recommendations” within the product. This allows the patient to understand the recommendation and ask any follow-up questions about next steps. 

This personalized attention to detail allows our nurses to be very influential in helping patients make the best decision possible.

And this type of attention to detail is working. 

Early adoption of our Nurse-1-1 live chat widget has shown a 57% increase in patient adherence after implementation. With our live nurse chat, patients instantly receive the information they need to make the best healthcare decisions. Similar to an in-person visit, our widget stays with patients while they browse the web and navigate from page to page to ensure they have help along the way. 

With studies showing that both medication and testing adherence significantly increases with access to a provider who can answer questions and alleviate concerns, it is clear that injecting human interaction and empathy into a patient’s digital health journey will go a long way in addressing non-adherence and guiding patients to positive outcomes.

Get Started with the Nurse-1-1 Nursing Network

Does your organization need access to a network of nurses that helps patients engage in real-time with your platform, educates them about your product or services, and empowers them to adhere to your offerings?

Our nurses provide trust, empathy, and influence that support and guide patients through their at-home care experience, promoting proper adherence, improving patient education, and increasing patient activation and engagement with your platform.

Get started with Nurse-1-1 today!

Highlighting Our Heroes: Catherine & Nicole

Spotlighting two of our amazing Nurse-1-1 nurses on the front lines of digital healthcare, providing empathy and trust for patients.

Picture this: a patient is logged onto your digital health or online pharma website. 

They’re looking to get their questions answered: What’s the best way to take my new medication? Should I book an appointment with my doctor or look for an over-the-counter solution? Is this medical device or at-home test right for me?

To provide the best patient experience, you want to offer a source of expertise and empathy right on your platform – so patients can instantly access help and guidance when they’re already thinking about their care. 

Nurse-1-1 offers just the thing: a HIPAA-compliant live chat widget with real-life nurses that’s easy to embed in your digital health and online pharma website.

Early adoption has shown a 57% increase in patient adherence after implementing the Nurse-1-1 widget. 

Want to know our secret? Easy: our network of nearly 3,000 NPs, RNs, PAs, and MDs provide trusted guidance for your patients.

Our nurses deserve all the credit, which is why we’re spotlighting two of our star nurses: Catherine and Nicole. Catherine and Nicole have helped dozens of patients through Nurse-1-1 live chats.

Let’s learn more about each of these empathetic and expert healthcare heroes: 

Catherine Collier, Nurse Practitioner, DNP, AGACNP-BC, RN, CCRN

What is your current role in the nursing world? 

I am an adult-gerontology acute care nurse practitioner with my doctorate in nursing. I specialize in pulmonary/critical care and work full-time in this role. 

What does a typical “shift” or “workday” with Nurse-1-1 look like?

Nurse 1-1 is flexible and pops up on my phone when a patient is ready for care. Each call is relatively quick, so I’m able to complete them during my downtime. 

What have you done with the extra time/flexibility you’ve experienced via working with Nurse-1-1? 

I am a mom of three and enjoy a little extra pocket money. But honestly, I enjoy Nurse-1-1 because it is a fun challenge to provide high-level support on a variety of topics. I love to figure out the broad differential and then make recommendations regarding follow-ups.  

What’s the most positive experience you’ve had working with Nurse-1-1?

I have seen a large uptick in women’s issues over the last several weeks, and am really proud to help women navigate sensitive issues that they don’t necessarily feel safe to discuss in certain parts of the USA right now. 

What do you think is the future of nursing? How does Nurse-1-1 play a role in this?

I can definitely say that online nursing that is accessible to patients at the time that they need it MUST be the future. 

The primary care, urgent care and emergency departments are often overwhelmed – and if we can help to lighten that burden, answer questions, or guide someone to their primary care physician (PCP) or 9-1-1, we have the potential to save lives, increase healthcare efficiency and reduce unneeded costs of care.

Nicole, Family Nurse Practitioner, MSN

What is your background/experience/qualifications?

I was an ER nurse in a Level One trauma center for 8 years before becoming a family nurse practitioner. I’ve since worked in a variety of settings including urgent care, primary care, weight loss, occupational health, health risk assessment and eventually telemedicine. 

How frequently are you working with Nurse-1-1?

I am very pro re nata (PRN) now, so on an average of once or twice a month. 

What does a typical “shift” or “workday” with Nurse-1-1 look like? 

I get notified of a patient asking a question and then I accept the inquiry. Questions can range from medication information, cost, side effects or others. 

What have you done with the extra time/flexibility you’ve experienced via working with Nurse-1-1? Any new hobbies etc.? 

Working virtually with Nurse-1-1 allows for a much more flexible schedule, which is important to me as I have two and five-year-old boys. I’m now able to spend more time with them. 

What’s the most positive experience you’ve had working with Nurse-1-1? 

Feeling like I am making a difference in patients’ lives.

What’s the most common question you get from patients? 

I get asked for information about cost assistance for important medications.

What advice do you have for new nurses working with Nurse-1-1? 

Never be afraid to ask questions – it’s okay not to have a perfect answer for everything. Don’t take risks on patients if you aren’t sure. 

What do you think is the future of nursing? How does Nurse-1-1 play a role in this? 

Virtual care seems like the way to go. I hope to see Nurse-1-1 get involved in a larger capacity.

Want to hear more stories about Nurse-1-1’s everyday heroes? Watch the latest Nurse-1-1 Fireside Chat as our CEO, Michael Sheeley, and Chief Nurse Practitioner, Kim Liner, NP, sit down with one of our top nurses, Kate Murphy, CNM, to discuss why nurses should be at the forefront of healthcare to maintain empathy and trust. Click here to watch the video on demand.

Patient Engagement is the Key to Better Health Outcomes

Digital health and online platforms can educate and influence patients to make the best healthcare decisions, improving relationships and increasing revenue along the way.

Healthcare looks very different from the past, but core patient needs haven’t changed. 

Think of all the human touchpoints in a pre-pandemic healthcare journey. Patients would engage in a casual back-and-forth with a pharmacist as they picked up a prescription at the counter. A nurse practitioner might’ve given a helpful tip as the patient exited a check-up. 

These small interactions provided major benefits. A quick conversation could influence a patient to schedule a follow-up visit, adhere to a prescription or reach out to another specialist. Those human touchpoints are vanishing with the explosion of digital healthcare, leaving patients with unanswered questions like:

  • Why is this treatment important?
  • How should I effectively take my medication?
  • What’s the next step in my healthcare journey?

Patient engagement has become more essential in the digital health landscape. Digital health platforms unlock something special when they equip patients with ​​the tools, skills and confidence to become actively engaged in their health care. Engaged patients can reap all the benefits of digital care – convenience, accessibility, flexibility – while still arriving at the outcomes that help them the most.

Engaged patients are 3x less likely to have unmet medical needs and 2x as likely to seek care in a timely manner when compared to unengaged patients, according to a study from Health Affairs, a peer-reviewed healthcare journal. 

Digital health and online pharma platforms that build effective patient engagement strategies will influence their patients towards the best outcomes, improve patient-provider relationships and increase revenue. Let’s dig deeper:

What is patient engagement?

Patient engagement is the process of educating and influencing patients to make the best healthcare decisions.

Patients have more healthcare options than ever before, and they’re becoming more active in choosing the treatments they want to pursue, the clinicians they prefer to see and the providers they’d like to engage with. As a platform, you of course can’t make decisions on behalf of patients, but you can give them much needed patient engagement solutions to help them along their journey.  

Why is patient engagement important?

Effective patient engagement strategies help nearly every stakeholder in the digital healthcare landscape:

Patient engagement improves adherence.

Non-adherence to medication is pricey; it costs the healthcare system $300 billion annually, according to Healthcare Finance Report. Providing patients with more education and guidance will help them understand why their treatments are important – and could help them stick with their prescription.

Patient engagement enhances your brand’s relationship with patients.

Patients will appreciate the patient engagement solutions available in your network. Offering the right tools and patient engagement platforms shows your commitment to better patient outcomes and empower your patients to take an active role in their own well-being.

Patient engagement increases revenue for digital health platforms.

Engaged, proactive patients will be more likely to lead healthy lives. This means fewer ER visits, fewer no-shows and fewer unfilled prescriptions. Patient retention is likely to increase when platforms commit to patient engagement.

The challenges of patient engagement

Achieving these benefits requires investment and effort on the part of digital health and online pharma platforms. There are so many moving parts related to digital transformation. It’s not easy; just 4% of digital product launches from the pharma industry regularly succeed, per Medical Marketing + Media.

Not every patient is willing to adopt a new system or process. Additionally, you might offer the right patient engagement solutions – but struggle to connect patients with those resources. No matter the reason, it’s clear that platforms have to be strategic about how they work towards increasing patient engagement.

Patient engagement strategies & solutions.

In this challenging and fast-moving landscape, what’s the best way for digital health and online pharma platforms to adapt? We have some ideas:

Engage patients at the right time and place.

It’s crucial to meet patients where they are in order to increase engagement. You need a patient engagement solution that reaches patients when they’re already logged into your platform and thinking about their healthcare. This is better than a follow-up call or message when the patient has moved on with their day.

Emphasize empathy and trust.

Those human touchpoints don’t have to vanish completely from the patient journey. It’s essential to inject the guidance of real, empathetic medical professionals. We can mimic the helpful chatter from the pharmacy counter or waiting room with the right patient engagement platform. 

Integrate tools and patient engagement platforms.

Don’t take on digital healthcare transformation by yourself! A 2021 survey by NextGen Healthcare showed that 83% of ambulatory healthcare survey respondents feel that patient engagement solutions played a key role in positive patient outcomes and organizational success.

Nurse-1-1: your patient engagement partner

What if you could increase patient engagement by 57% by simply adding a live nurse chat function to your digital health platform?

That’s the story of Nurse-1-1. We’re a HIPAA-compliant patient engagement platform built specifically for digital health and online pharma. Our service connects patients with Nurse-1-1’s nationwide network of nearly 3,000 NPs, RNs, PAs, and MDs, and can easily be embedded into your platform. We help you meet patients where they are to drive positive health outcomes.

Do you want to increase patient engagement by 57%? Get connected with Nurse-1-1 today!

Dear Digital Healthcare: Let’s Do Better

Digital transformation has increased healthcare access, but quality and consistency are lagging behind. A human touch – and some innovative thinking – can get us where we need to be.

Michael Sheeley is the Co-founder and CEO of Nurse-1-1, a HIPAA-compliant live chat platform that connects patients with a nationwide network of nearly 3,000 NPs, RNs, PAs, and MDs. Previously he was the Co-founder and COO of RunKeeper, a mobile health and fitness company that was acquired by ASICS. This article was originally published in HIT Consultant on July 27, 2022.

We weren’t prepared. But can you blame us?

The healthcare industry has gone digital faster than anyone could’ve expected. Digital health options like telemedicine and online pharmacies existed before the pandemic. At some point, they would’ve naturally risen to prominence. COVID-19 forced us to stuff a decades-long transformation into two years.

A recent report from McKinsey & Company shows that by mid-2021, telehealth visits were 38 times more common than before the pandemic. Telemedicine and online pharma have their merits. Digital options are known to increase healthcare access and convenience for patients. 

Flexibility is great. Quality and consistency of care are just as important. The same McKinsey report shows that only 32% of physicians – the very people administering care online – feel that telehealth can improve the patient experience. 

Other industries like banking and retail can get away with more automation and fewer humans. Healthcare is different. Patients need human expertise, empathy, and guidance when navigating prescriptions to medication, at-home tests, and other remote treatments that affect their health. Each healthcare transaction involves a complex web of players. Patients need a vote of confidence from someone they trust. 

Our industry’s digital alternatives have become too transactional and too impersonal. We shouldn’t rely only on clicking buttons, chatting with bots, and uploading photos (without any true human interactions) when making important, personal decisions about our health. It’s time to re-inject some trust, expertise, and human touch into digital healthcare.

We can do better. It’s no easy task, but the healthcare industry needs to make some changes to keep up with the digital overhaul that’s only going to continue:

The healthcare industry has to adapt differently than other industries.

Organizations in every industry had to expand their digital offerings because of the pandemic. Many of these outcomes have been positive. Lots of people prefer depositing a check from their mobile phone, taking a workout class on an app instead of hitting the gym, and skipping the line at the DMV with online paperwork.

Digital health platforms can lean on similar solutions to automate some outdated processes. A Zoom call can replace an in-person visit for a common cold. Refilling a prescription online can save a trip to the pharmacy.

Sometimes it’s not so easy. Every healthcare transaction includes significantly more stakeholders than most industries. Even something as routine as an at-home test includes touchpoints with a primary care physician, insurance agent, pharmacy, testing clinic, specialists, and support staff. 

Perhaps a patient doesn’t understand how to take their medication or administer an at-home test. Rather than set up another telemedicine visit, they are more likely to skip treatment altogether. Non-adherence to medications is a huge issue. It costs the healthcare system $300 billion annually, according to Healthcare Finance Report – and that number is set to spike with the increase in remote care. Less than 30% of prescriptions are taken properly, per the report.

An increase in digital health has taken away the small interactions that build trust with patients. We’ve lost the bit of advice that a pharmacist gives you at the counter or the reassuring smile from a nurse practitioner during a checkup.

Healthcare is personal. Sometimes, it’s confusing. We can’t just copy the digital transformation trends of other industries and expect to provide a compassionate, consistent standard of care. 

Misinformation and patient dropoff are too common.

When I log onto my provider’s digital health platform, the Google search bar is never far away. As we shift to online options, it can be tempting for patients to try to do their own research. This pushes them further from the available options inside their network.

We also can’t escape data tracking across platforms. If I Google “Continuous Glucose Monitoring” on my computer, it’s likely that ads for glucose monitoring technology will start popping up on my Facebook and Instagram. I don’t know how reliable these ads and services are, or their motivation and incentive to get me to click. It’s information overload, and much more confusing than guidance from a professional.

In addition to a decrease in reliability, we’ve also lost some continuity in the digital health system. Pre-pandemic, many patients would go straight to the pharmacy to fill prescriptions after a doctor’s visit. 

The online nature of digital offerings increases the chance for dropoff between these steps.  Instead of just showing up, I might have to shift from my provider’s platform to an online pharma site, with a different login. There’s less accountability involved. If I do get my prescription, I didn’t have that key interaction at the pharmacy counter to answer my last minute questions and thus help influence my commitment to the treatment.

How can the healthcare industry do better?

The healthcare industry isn’t too far gone. Keeping up with the explosive growth of digital health was always going to be tough. Some collaboration and innovation will help us adapt:

Provide connections across platforms and services.

Healthcare leaders have been talking about interoperability for a decade. A completely connected network of healthcare data is a tall order, so let’s start smaller.

Perhaps we can learn from the “Google search and Instagram ad” example. Health platforms can have the same connectivity. If I get a prescription on a telemedicine service, I should be influenced to fill that prescription when I arrive at an online pharmacy site. We need to reduce the potential for dropoff by clearly outlining the right steps for patients.

Create an industry standard for digital care.

There’s lots of information out there. Patients shouldn’t have to discern the validity of a source on their own.

I envision some sort of certification or organization that lets patients know which platforms are providing them valid, independent sources of information. Maybe it’s as simple as a professional cohort of trusted brands. We should be able to spot a logo on a digital health platform and know immediately what type of guidance we’re getting.

Leverage the power of nurses for real-time communication.

Nursing has been the most trusted profession for 20 years running, according to Gallup. 

Many patient support specialists at pharmaceutical companies use nurse hotlines and other 3rd party services. They analyze patient data, determine patients at risk of non-adherence, and reach out for support with their prescriptions. These nurses are extremely effective – but only when they’re able to connect with the patient. Phone tag and missed calls are common.

There’s a better way to leverage the expertise of nurses. Embedding a nurse chat tool within digital health platforms allows for real-time communication. Rather than waiting for a phone call, patients can interact with a nurse while questions are fresh in the patient’s minds. It also ensures you’re catching the patient at their moment of highest intent (i.e. when they’re already thinking about their treatment) – rather than calling them later on in the middle of a work day or family dinner.

Keep adapting.

Healthcare contains more complexity – and requires more compassion – than just about any industry. Combining human expertise with rapid digital transformation doesn’t always feel natural. We’re not where we need to be, but a few steps towards collaboration and standardization will increase the quality and consistency of care for patients everywhere.

How Nurse-1-1’s Live Chat Widget is Increasing Patient Adherence by 57%

Patient non-adherence is a major problem for digital health platforms. We’re using conversational marketing to introduce a new era of healthcare technology.

Patient non-adherence is a major challenge for the healthcare industry. It’s keeping patients from the best possible health outcomes, robbing online health platforms of their potential and taxing a healthcare system that’s already working hard to integrate innovative new technology.

At Nurse 1-1, we’re committed to helping digital health and online pharma platforms tackle non-adherence. Our new live chat widget is here to help.

Digital health platforms are leading the charge in healthcare’s digital transformation. They’re helping increase access to care and making standard processes more efficient. But as we transition to a more tech-enabled healthcare world, digital health and online pharma platforms need complementary solutions to help replace the personal, in-person touchpoints that are now absent in the patient journey.

That’s where our nurse live chat widget comes in. We’re using a new type of healthcare technology – conversational marketing – to tackle non-adherence, one of the industry’s most expansive problems. 

Digital health platforms are using Nurse-1-1’s new live chat widget to help their patients adhere to treatments and, ultimately, drive better health outcomes. The widget is easy to implement, and allows platforms to add live NP, PA, RN, or MD chat functionality to all patient-facing web pages within minutes. 

Early adoption of our Nurse-1-1 live chat widget has shown a 57% increase in patient adherence after implementation – and this is just the beginning. 

Nurse-1-1 is addressing patient non-adherence

A lack of patient adherence to medication, testing and other treatments is a drain on the healthcare system.

Non-adherence to medications costs the healthcare system $300 billion annually – and that was before the pandemic pushed almost everything online. Out of every 100 prescriptions sent, fewer than 30% are taken properly. Test kits aren’t always returned to labs or used properly, with barely a 50% return rate in some cases.

Patients face many barriers to proper adherence, including poor provider-patient communication, limited patient knowledge about prescriptions, a lack of perceived need for treatment and fear of adverse side effects.

Patients should not be facing so much uncertainty and confusion when it comes to treatments that positively impact their health and well-being. Both medication and testing adherence significantly increase with access to a provider who can answer questions and help alleviate concerns. 

Injecting human interaction and empathy into a patient’s digital health journey will go a long way in addressing non-adherence.

How it works: the Nurse-1-1 live chat widget

The Nurse-1-1 live chat widget prioritizes provider-patient communication. Patients are able to instantly receive the information they need through streamlined communication with a nationwide network of 2,500+ NPs, PAs, RNs and MDs.

The widget is easy to implement

Digital health platforms can easily embed Nurse-1-1’s HIPAA-compliant live chat widget into any digital health experience – no coding needed!

The widget is personalized for each patient

The Nurse-1-1 live chat widget is designed specifically to be with patients at any point in their healthcare journey. The widget stays with the patient while they browse and navigate from page to page, providing support every step of the way. Patients can rely on Nurse-1-1 and its network of professionals to provide the personalized attention and care they need and desire.

The widget is secure and HIPAA compliant

Our patient’s security and privacy are paramount. The widget is fully HIPAA compliant and provides end-to-end encryption.

Increasing Patient Adherence by 57% with Nurse-1-1

With the Nurse-1-1 live nurse chat widget, patients instantly receive the information they need to make the best healthcare decisions while they’re already looking for help within your digital health or online pharma solution.

An efficient and accessible online journey combined with the empathy and human touch of a real-life nurse? That’s what makes digital health/online pharma platforms and the Nurse-1-1 live chat widget a winning combination.

Need a tool to help your digital health or online pharma platform drive patient adherence? Visit nurse-1-1.com/widget-product to learn more.

Introducing the New Era of Healthcare Technology with the Nurse-1-1 Live Nurse Chat Widget

New Nurse-1-1 Technology Increases Patient Adherence by Nearly 60 Percent

BOSTON, JULY 20, 2022Nurse-1-1, the first conversational marketing company for healthcare, today announced the availability of the Nurse-1-1 widget for immediate access to a trusted nurse through live chat. As the first HIPAA-compliant platform for digital conversations between nurses and patients, Nurse-1-1 allows at-home testing, pharmaceutical, and digital health companies of all sizes to easily embed the Nurse-1-1 live chat directly onto their website and at any point in their patient journey. 

Studies have shown that both medication and testing adherence significantly increases with access to a provider who can answer questions and alleviate concerns. With this new, easily implemented technology, Nurse-1-1 fills the gaps between patient research and clinical care, improving adherence and patient outcomes. 

Early adoption has shown a 57% increase in patient adherence after implementing the Nurse-1-1 widget, indicating that the adoption of conversational marketing within the digital healthcare journey significantly impacts medication and testing adherence. With the Nurse–1-1 live nurse chat, patients instantly receive the information they need to make the best healthcare decisions while they’re already proactively looking for help within their digital health or online pharma solution.

“Since launching Nurse-1-1, our mission has been to increase the accessibility of healthcare,” said Michael Sheeley, co-founder and CEO of Nurse-1-1. “We are truly bringing nurses to the front lines of digital health, with companies embedding our live nurse chat with just a few clicks. Now, patients will have immediate access to a trusted nurse, helping to improve patient engagement and drive increased adherence.”

Embedding the HIPAA-compliant live chat widget into any digital health experience allows Nurse-1-1’s network of nurses and advanced practice providers to proactively engage and influence patients to make the right health decisions and properly utilize digital health offerings throughout their healthcare journey. Similar to an in-person visit, the Nurse-1-1 widget stays with the patient while they browse the web and navigate from page to page to ensure they have help along the way. Alongside the live widget technology, the Nurse-1-1 data analytics platform helps to derive insights to better grasp patient concerns, identify their needs, and improve adherence.

Through a nationwide network of nearly 3,000 NPs, RNs, PAs, and MDs and a complete customer service platform, Nurse-1-1 educates patients and drives adherence at all patient touch points within the digital health and pharma markets. In 2021, Nurse-1-1 had over 10,000 patient consultations through its partnerships with digital health, at-home testing, and pharma companies, and on average, a patient was connected to a nurse in less than eight seconds. 

To learn more about conversation marketing for healthcare, download the Nurse-1-1 eBook: nurse-1-1.com/ebook 

To get started with Nurse-1-1, visit: nurse-1-1.com/widget-product

About Nurse-1-1:

Nurse-1-1 is a conversational marketing company for healthcare that is bringing nurses to the front lines of digital health. Through a nationwide network of nurses and a HIPAA-compliant complete customer service platform, Nurse-1-1 offers a live nurse chat tool that can be embedded directly into other digital platforms, which helps patients make better decisions leading to increased adherence. At-home testing, pharmaceutical, and digital health companies of all sizes rely on Nurse-1-1 to improve education, increase adherence and increase patient satisfaction. Drive greater adherence at nurse-1-1.com.

Media Contacts:
Bailey Carroll
Nurse-1-1
bailey@nurse-1-1.com

Meaghan McGrath
York IE
meaghan@york.ie

eBook: Why Conversational Marketing is the Key to Unlocking Healthcare Transformation

Digital health platforms can combine the power of live chat with the human touch of professional nurses to keep up with rapid digital advancement.

Healthcare needs innovation – and it needs it right now.

Effects of the COVID-19 pandemic overhauled every industry – retail, banking and yes, even healthcare. The pandemic rapidly accelerated the growing trend of businesses and providers interacting with end-users through digital and online platforms.

Other industries adapted. It became easier and more common to order groceries through your smartphone, return packages online and handle banking with a virtual assistant.

Healthcare transformation has lagged behind, because it’s not quite like these other industries. Even a routine treatment like an at-home test includes touchpoints with a primary care physician, insurance agent, pharmacy, testing clinic, specialists and support staff. Patients need more support to navigate digital health and online pharma, but those helpful human resources haven’t been integrated into the remote health system as quickly. 

Something must be done. Despite its unique complexity, could healthcare emulate the trends of other industries to deliver consistent, quality care in a remote world?

We know the answer is a resounding “yes.” 

One possible solution is the addition of conversational marketing tools, such as a nurse live chat, to help deliver a personal touch to patients amidst a digital health experience. Digital health and online pharma platforms have reported a 57% increase in patient adherence after implementing Nurse-1-1’s conversational marketing product.

To understand the effectiveness of conversational marketing, let’s look at the state of healthcare and analyze where this tool can make an impact:

What is Healthcare Transformation?

It’s important to note that the transition to digital health and online pharma is a positive shift for patients. More people, including those in “healthcare deserts,” have access to care through their computers or smartphone. Telehealth and digital access are also more convenient, enabling “hospital-at-home” care that can ultimately relieve pressure from hospitals and inpatient facilities.

Access and convenience are on the rise. Where we need to improve is delivering the same quality and consistency that patients are accustomed to receiving in person. 

Three trends have defined that challenge:

Rapid digital transformation has created more questions than answers.

Healthcare transformation – the transition to online and digital care – simply happened too fast for the complicated healthcare industry to keep up. Telehealth, for example, experienced a 38x increase in appointments per McKinsey, but it simply was impossible to complement those visits with 38x the supplemental resources in the same timeframe.

A lack of human touch has decreased the quality and consistency of online care.

Think of all the human touchpoints in a pre-pandemic healthcare journey: a conversation with a pharmacist at the counter or a reassuring tip from a nurse practitioner in the waiting room. Those touchpoints are vanishing with online care, leaving patients with unanswered questions like why is this treatment important? or what’s the best way to take my prescribed medication?

Non-adherence to medication and treatment is reducing positive healthcare incomes.

Without these personal touchpoints, patients might get lost in the steps toward the best healthcare decisions. Patients may need to log into their provider’s platform, then jump to an online pharma portal, then to another website, etc. It’s harder than ever to follow through with the right treatments.

How to Accelerate Healthcare Transformation with Conversational Marketing

Conversational marketing represents an ideal way to embed real-time communication and a human touch into the digital health journey. It’s a form of digital innovation that can promote positive healthcare transformation.

What is conversational marketing?

Conversational marketing is the method of providing support for customers and patients through real-time, one-on-one interactions. A common example is a live chat feature embedded in a website. 

You’ve likely used a chat function for a consumer product or technology solution. We like it because it’s accessible, fast, intuitive and delivers information while we’re already thinking about the product or service.

How do we apply conversational marketing to healthcare?

In the context of healthcare, conversational marketing can take the form of a live chat platform that connects patients with professional nurses. 

Patients can get the instant information they need (from a human medical professional) to make the best healthcare decisions – while they’re already within the digital health or online pharma platform. This isn’t meant to replace a visit with a doctor, and nurses aren’t meant to provide medical advice. Rather, a conversational marketing tool is a way to fill the gaps between individual patient research (Googling on their own) and clinical care – providing empathy, compassion and information to patients looking for guidance along their healthcare journey.

The Future of Healthcare Transformation

Think back to the major challenges of modern healthcare: a lack of resources to complement the digital experience, fewer personal touchpoints and rising non-adherence. A conversational marketing platform that connects patients and nurses has the potential to alleviate symptoms from all three.

Nurse-1-1 is a HIPAA-compliant, complete customer service platform built specifically for digital health and online pharma platforms. Our live nurse chat solution promotes proper adherence, improves patient education, and increases patient activation and provider-patient communication. The Nurse-1-1 service connects patients with Nurse-1-1’s nationwide network of 2,500 NPs, RNs, PAs, and MDs.

Here’s how we view Nurse-1-1 for digital health and online pharma:

Nurses (care & expertise) + Live Chat (tech-first, patient-centric approach) = Better health outcomes for patients

Healthcare transformation will only continue, and new innovation is the best remedy. A conversational marketing platform like Nurse-1-1 represents a way to continue adapting and bolstering digital tools with the resources that patients need.

Is your digital health platform striving to provide a better overall patient experience and influence patients towards the best healthcare options? Download our eBook, ”How Conversational Marketing Can Drive Patient Adherence” to learn more!

Digital Innovation is Giving Healthcare a Much-Needed Makeover

A digital health leader’s take on increasing access, elevating patient engagement and improving patient outcomes. 

Healthcare was slowly becoming more digital over the past decade. The effects of COVID put the transformation into overdrive.

Digital healthcare stopped being a “nice to have” and became a “must-have.” Now digital platforms and online pharma are becoming core pillars for the healthcare system. It will likely take some time to get used to every new solution, but the potential is intriguing. As the industry continues to adapt, digital health innovation stands to provide major improvements to the patient experience.

Rebecca Love, RN, MSN, FIEL, discussed the digital health transformation with Nurse-1-1 Co-Founder & CEO and Michael Sheeley in a fireside chat, “The Future of Digital Health.” A former nurse herself, Rebecca is the Chief Clinical Officer at IntelyCare, the intelligent workforce management solution for healthcare facilities. She also is the president of the Society of Nurse Scientists, Innovators, Entrepreneurs & Leaders (SONSEIL) and a TEDx speaker.

Rebecca and Mike discussed nursing shortages, underlying issues in the healthcare system and how digital transformation can invite new solutions. 

Here are some major takeaways from the fireside chat:

The State of Healthcare in 2022

A greater reliance on telemedicine and at-home care has brought new challenges for the healthcare industry. 

Pre-pandemic, the patient experience included various personal touch points along their journey: a reassuring tip from a nurse or a friendly recommendation from a pharmacist. However, as we’ve accelerated the transition to digital health, many of the current options lack empathy and human interaction. As a result, problems like non-adherence and patient dropoff have become more prevalent.

Patients have more flexibility to handle treatments from their home (aka “hospital in the home”). This has surfaced a discussion about reimbursements – who’s supposed to pay when fewer procedures are conducted in a hospital environment?

To make matters even more challenging, we’re facing a shortage of nurses. According to a McKinsey survey, 29% of RNs in the U.S. were planning to leave their roles in direct patient care, with many aiming to leave the workforce entirely. Nurses have shown the potential to be at the front lines of digital healthcare if they’re given flexibility and new ways to leverage their expertise.

How Digital Health Can Modernize Healthcare 

New challenges require innovative solutions. Thankfully, digital platforms and online pharma can help solve many of the challenges created by the industry’s rapid transformation:

Increasing access to care

About 80% of the counties in the United States qualify as “Healthcare Deserts”: areas that lack proper access to healthcare resources, according to GoodRX Health. Building out physical infrastructure like hospitals takes time. Digital platforms can help bridge the gap, quicker. People in these “Healthcare Deserts” can access medical expertise through their phones, computers and tablets. 

In addition to being easily accessible, digital platforms need to be adopted, trusted and consistently used. Patient experience should be the first priority to ensure that these platforms are eliminating barriers, rather than creating them.

The “hospital at home” ecosystem will also reduce the need for inpatient care, which in turn frees up resources at hospitals.

Elevating patient engagement through automation and personal touch

Automation and artificial intelligence (AI) certainly have their place in the healthcare world. These innovative concepts can help analyze patient data and increase the speed of healthcare transactions. When it comes to patient care, however, the full impact of technology can only be felt if it’s complemented by human empathy and expertise. 

Nobody wants to speak with a bot when they’re interpreting a prescription, for example. Human-augmented technology could look something like this: smart technology analyzes patient data to match them with a nurse that fits their needs, and the nurse takes over via live chat with the patient. You’re taking the best qualities of tech (speed, efficiency) and medical professionals (human touch). 

Improving patient adherence and outcomes

When digital health options are a.) accessible for everyone and b.) effective in elevating patient engagement, the entire industry benefits. 

Patients will feel more confident in the treatments they’ve been prescribed. Nurses can work with flexible schedules in friendlier environments. Digital health platforms will gain trust and brand equity by delivering positive outcomes. Decreased rates of non-adherence and patient drop-off will lead to the dual benefit of healthier patients and higher healthcare revenues. 

The Future of Healthcare

Perhaps the most exciting part about digital health? The continuous innovation. In five years, we could be looking at a host of new solutions that make life easier for patients and providers alike. 

AI could help us diagnose diseases earlier than we ever thought possible. The data produced by machine learning will become increasingly more digestible and actionable. Innovative startups should continue to integrate their technology into large healthcare systems. Online tools will enable “hospital at home” to be a reality for more patients than ever.

Through all of this transformation, the most successful solutions will power their digital innovation with human guidance. New technology can’t overhaul the patient experience on its own. In order to achieve their potential, digital healthcare platforms must empower human professionals, like nurses, to back their solutions with human compassion, empathy and respect. 

To learn more about the potential of digital healthcare transformation, check out Rebecca Love’s fireside chat: https://nurse-1-1.com/fireside-chat  

Webinar: Bringing Nurses to the Front Lines of Digital Health

What’s the most trusted profession? 

Some may say lawyers. Others may say doctors. 

Close, but it shouldn’t come as a surprise that nurses are the most trusted profession, according to a Gallup poll

And not just this year or last year. For the last 20 years running. 

Nurses are truly the backbone of our healthcare system. We strive to recognize and celebrate them every day, but especially during the month of May, and even more so on Nurses Day, celebrated each May 12th. 

Celebrating Nurses Day

In honor of Nurses Day, our CEO Michael Sheeley sat down with Rebecca Love, nurse innovator and the newest member of the Nurse-1-1 board of directors, for the very first Nurse-1-1 Fireside Chat, The Future of Digital Health

Rebecca truly embodies what it means to be at the top of the list of the most trusted professionals. She is not only a healthcare professional, but is also constantly striving to make nurses’ lives easier through innovation. 

She designed and built the first nurse innovation program in the United States at Northeastern University, which led her to found the Society of Nurse Scientists, Innovators, Entrepreneurs & Leaders (SONSIEL), a 501C-3 non-profit where she serves as president. As a nurse leader, Rebecca was the first nurse featured on Ted.com and on the inaugural nursing panel at SXSW. She has also co-authored two books and is passionate about empowering nurses to be at the forefront of healthcare innovation and entrepreneurship.

During the conversation, Rebecca revealed that it was her mother that pushed her to become a nurse. Her mother saw firsthand the need for strong nurses to lead the profession into the twenty-first century, and knew Rebecca would be up for the challenge. 

How Nurses Are Helping to Modernize Healthcare 

While COVID-19 accelerated the digitalization of healthcare, patients are still in need of that personal touch. The empathy provided by nurses is what influences a patient to take an action. Digital offerings are great, but digital alone won’t drive a patient to fill their medication or take the test they need to understand their health. 

Nurses are the common denominator for much of our healthcare system. They can be the ones to lead us into the digital future, without losing the trust, empathy, and guidance that are at the heart of the nursing profession. And as we are in the midst of the nursing shortage, the combination of both trust and technology is where we will see success. 

Technology can enable unpreceded access to trusted nurses to improve patient outcomes. This type of access to nurses shouldn’t just be for people privileged enough to live in neighborhoods with world-class providers. Everyone should have world-class access to care. 

What’s the first step in creating this type of access? 

Listen to our fireside chat, The Future of Digital Health to learn what digital health companies can do to increase access to care and improve patient adherence and outcomes. 

During the conversation, Michael and Rebecca provide blueprints for success for digital health companies navigating our current healthcare landscape, including improving access to care, elevating patient engagement through a personal touch, and the latest advancements in healthcare delivery. 

Thank You, Nurses

“Nurse-1-1 is doing something that is going to finally give access to potentially millions of patients who did not have access to care before. The nurse practitioners who you have on your platform—their commitment to driving that access and creating quality, true experiences with their patients is what inspires me the most and also I think is going to be one of the greatest examples of a new model in healthcare that we haven’t seen before.”  – Rebecca Love

Our mission is to make healthcare more compassionate and accessible by bringing nurses to the front lines of digital health. We wouldn’t be where we are today without our trusted community of nursing professionals

Thanks to you, we can provide access to medical care exactly when patients need it. Patients need the empathy and expertise of a nurse to help answer their questions about side effects, affordability, and more.

To our nursing community, we say thank you. Today and every day.