Health assurance: a discussion with General Catalyst and Tendo

In this video, General Catalyst’s Chitra Nawbatt sits down with Tendo’s Dan and Jen Goldsmith to discuss how Tendo is helping achieve health assurance with a patient-centered approach.

General Catalyst and Tendo discuss health assurance.

Video Transcription:

CHITRA: Hi, I’m Chitra Nawbatt with General Catalyst. Today we’re joined by Dan Goldsmith, CEO at Tendo, and Jennifer Goldsmith, president of Tendo. Welcome!

JEN: Thank you, Chitra. We’re really glad to be here. And one thing we like to get out of the way right away is we are not married. We are siblings. We’ve worked together for the better part of 25 years now.

DAN: Thanks for having us. 

CHITRA: How is the sibling factor a secret sauce in your company? 

JEN: Well, I think no one knows you better than your sibling, and so we’re able to get things done really quickly. There’s a type of communication that exists between siblings that just doesn’t exist anywhere else. 

DAN: Yeah. Not everybody can make it work, but you know, for 25 years we’ve been making it work… so here we go. 

CHITRA: Tendo is a General Catalyst investment and portfolio in our health assurance network. How does Tendo help achieve health assurance, which is bending the cost curve and making quality care more affordable and accessible?

JEN: Well, at Tendo, we try to put the patient back at the center of all activities, and one of the most important things we do is creating the trusted connection between patients, clinicians, and caregivers, and we do that by creating a seamless journey for those patients as they move through their care journey. We want it to be proactive, we want it to be engaging, and we want it to be frictionless.

CHITRA: Let’s  get into that a little bit more in terms of how you’re actually re-imagining the patient experience, the patient journey. 

DAN: Where we start actually is thinking about that patient experience. So whether a patient is seeking care, scheduling care, engaging in care; whether it be at the hospital or at home, we want to make sure we can provide a single pane of glass by which the patients can interact with healthcare organizations.

In fact, as we looked at the healthcare industry, and we looked at that patient experience, we started noticing some really basic things that are missing compared to other consumer experiences. For example, at a push of the button, I can get my entire financial health, but for the life of me, I can’t do the same for my personal health.

And that’s where we started. 

CHITRA: So, can you share an example to bring this to life some more and talk about the impact? 

JEN: Of course, just think about the things that you do in your everyday life. Sometimes these things seem mundane but are incredibly important to promoting health. So just think about the preventative care that you might have, or others might have—at 50, a woman gets a mammogram; there may be colonoscopies that are scheduled along the way; and each time that happens today, the patient really has to go and actually perform those activities. And so what we do at Tendo, as an example, is try to make that proactive and seamless for the patient to execute upon so they have better access to care.As a woman in her fifties, getting a mammogram, you might get an annual reminder that says, please schedule this, and here are the places you can go to in order to get that mammogram done. And so we just make it easier for the patients to access the care that they need. 

CHITRA: But you know, many of us out there have a platform where we log in, we can schedule our appointments, send our doctor a message… many folks in the country, and even in other parts of the world. What is different? 

DAN: And actually, if you think about from a patient standpoint, you have lots of platforms, you have lots of applications, lots of things that you can do, the problem is none of those things are connected together. And when you look at the landscape of healthcare solutions and healthcare technology today, it really exists in two primary ways: first, you have EMRs which were designed for revenue cycle management and administration of care, and then you have a number of other solutions, but when you put the patient back at the center, it’s actually a really complex and encumbering experience. And so you find out that most patients experience a high degree of anxiety and frustration when even trying to do the most simple things in care—scheduling an appointment, finding a provider—and that gets in the way of us providing the best care, generating the best outcomes, and actually making healthcare an efficient way of caring for everybody.

CHITRA: And on that, can you talk a little bit about connecting this to reducing costs and improving care and improving outcomes? 

JEN: Sure. I think there are two things that are really important here, and one is connecting people with the care that they need when they need it, and so, we can also reduce costs during that process. As you bring someone in, for example, for an exam or a peri-operative procedure, about 20-40% of those appointments are actually canceled at the last minute or are no-shows. By proactively reminding patients of those appointments, moving them through the paperwork process, ensuring that all the pre-work is done appropriately, we can actually ensure that that particular appointment is well done over time.

CHITRA: Dan, Jen, thank you so much for joining us. 

DAN: Great to be here.

JEN: Thank you, Chitra.