Reimagine Care CEO talks about helping cancer patients outside the hospital

Patients battling cancer often have questions and concerns that occur outside of hospitals, and outside of normal hours.

Dan Nardi, CEO of Reimagine Care, says he wants to help those patients and the providers taking care of them.

The Nashville-based healthcare technology company recently announced a partnership with the Moffitt Cancer Center in Florida to offer care virtually and at home to patients. The Moffitt Cancer Center is also home to the Cancer X initiative, a public-private partnership from the White House’s Cancer Moonshot designed to spur innovation in treating cancer. The collaboration between Moffitt and Reimagine Care is one of the first in the Cancer X initiative.

Reimagine Care’s platforms enable patients to ask questions about symptoms and determine if they need to see a provider, if their symptoms are normal, or if they need to go to the emergency department.

“That's exactly the main point of on-demand cancer care, being able to support patients in the moment when they need those right answers,” Nardi tells Chief Healthcare Executive®.

“We're in the business of supporting patients,” he says.

Reimagine Care also recently expanded its offerings to post-operative care and supporting surgical oncology patients. And the company can send clinicians to patients’ homes for basic support.

Nardi points out that most of the cancer journey takes place outside the hospital and outpatient clinics.

“We're able to partner with health systems, community practices, AMCs, to really extend the cancer care outside of the four walls, meeting patients where they are and want to be met,” he says.

Working with Moffitt

Reimagine Care’s platform connects with patients via text messaging, and a virtual assistant (named “Remi”) can answer basic questions.

Patients who need more help are connected to clinicians with the company’s virtual care center. From there, clinicians can determine if the patient needs to see their physician or, if there’s a need for immediate attention, go to the emergency department.

Nardi says he’s very excited about partnering with the Moffitt Cancer Center.

“They went through a search and selection last year to start thinking about the extension of Moffitt care into the home setting, and they were looking for an anchor partner to be able to build that foundational component for them,” Nardi says. “So we've been in conversations for a little while, and really excited to be kicking this off in the greater Tampa and Florida region.”

“We're going to be able to bring that amazing care that Moffitt and their oncologists and their care teams provide in the clinic. We're going to be able to support them for that time outside of the walls and really help deliver a better patient experience and also a better provider experience as well,” he adds.

For patients, they get responses around the clock. Nardi says the average response time to patient calls is 13 minutes, but it can be faster overnight when there are fewer people calling.

“Cancer treatment therapy is basically poisoning our bodies. And so there's going to be side effects, and everyone has different levels of what they can handle or how they react differently,” Nardi says.

The company can also ease the workload and burnout of hospital oncologists by answering patient questions, particularly after hours, Nardi says. Many doctors are working into evenings and taking calls on their off hours.

“In the healthcare system, especially cancer care, there's a supply and demand issue,” Nardi says.

He adds that the goal is to support staff and help hospitals with patient care.

“We're not there to take away the patient relationship,” Nardi says. “If anything, we're there to strengthen it and be a true extension.”

Aiming to lower costs

Reimaging Care has also partnered with the Memorial Hermann Health System to extend cancer care services to patients. The company helped reduce the number of the health system’s cancer patients making unnecessary trips to the emergency department.

After piloting the platform with Memorial Hermann-Texas Medical Center, the system’s flagship hospital, Reimagine Care’s services are now available across the entire health system.

Part of the success in reducing emergency department visits with Memorial Hermann came from catching symptoms and complications earlier, before they escalated and patients needed to go to the hospital, Nardi says.

Reducing avoidable trips to the emergency department is good for patients and health systems. Health systems can potentially see better outcomes and reduce expenses, he says.

“It's a big part of how we're going to not only deliver better patient experiences, but, overall, save the healthcare system money,” Nardi says.

The company has partnered with City of Hope, the University of Colorado, and other providers.

Reimagine Care uses a “white label” approach with its partners, so patients aren’t confused. If a patient connects with the virtual care center, Reimagine Care’s team explains they’re working on behalf of the hospital.

At times, Reimagine Care also helps patients see when they do need to go to the emergency department.

“There's going to be some times where patients do need to go in, that's the right course in treatment,” Nardi says. “We're there to help them with the right guidance. When is the right time to go in and when can and should you stay at home?”

Nardi says the goal is to avoid unnecessary emergency department visits, but also wants to make sure patients realize when they need to get to the hospital. He says staff will share stories about getting patients to the hospital.

“We celebrate that we were able to connect the patient with the right site of care at the right time,” Nardi says. “That's the best patient experience.”

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