FOLX Health (FOLX, pronounced “folks”) is the leading healthcare providers for the LGBTQIA community. Today they serve over 12,000 members. FOLX uses technology, like telehealth, that allows patients to access care when it is convenient for them and in a place where they feel comfortable and safe. Their use of technology and the personalized care they deliver has led to extremely high patient satisfaction scores and patient loyalty.
Healthcare IT Today had the chance to sit down for a one-on-one conversation with Liana M. Douillet Guzmán, Chief Executive Officer at FOLX to find out more about their use of telehealth and their approach to delivering care to their unique patient population.
Challenges for Patients
Right from the start of the conversation, Guzmán highlighted the challenges faced by their unique patient population:
- 78% did not have access to affirming care before they found FOLX
- 71% actively avoided seeking health care for fear of discrimination
“We live within an incumbent model that was at best, not built for us,” stated Guzmán. “We exist to change that reality for our community and create a space that is not just affirming but also expert on our differentiated medical needs.”
By providing expert care through clinicians that respect the community, FOLX has achieved a 85+ Net Promoter Score and is growing every month, mostly organically through word-of-mouth.
Meeting Patients Where They Are
FOLX uses a mixture of self-built and off-the-shelf systems to deliver care to their patients. More than that, the company has chosen to adopt technologies that help it meet their patients where they are.
“Our patients can meet us from the safety and comfort of their own home,” said Guzmán. “This is means people who are living in care deserts can access care for the first time. We can deliver medications directly to their homes. Our patients are in control of where, when, and how they receive care.”
Guzmán was particularly proud of their streamlined intake form which has a total of 400 questions, only some of which need to be filled in by patients. Their intake system uses a “progressive forms” approach, like most websites do, that only presents questions that it doesn’t already have answers to and only the questions that are needed for their appointment context.
Watch the interview with Liana Guzmán to learn:
- How FOLX plans to continue growing and expanding services in the next 12 months
- What technology Guzman is most excited about
- Why NPS is so important to FOLX
Learn more about FOLX Health at https://www.folxhealth.com/
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