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October 26, 2023

A Masterclass In Designing Care Programs

We had a conversation with Seth Staton (Head of Clinical Programs, Walgreens) and Grady Murphy (VP West Coast Operations, ConcertoCare) to dive into the nitty-gritty of designing and improving care programs from the ground up. Here is what we learned:  

  • While many pilots start small, they often fail to scale up because the plan for growth is non-existent. Even when starting small, it's important to have a clear vision and strategy mapped out for how the program will expand so it's not left aside once initial testing is complete.
  • Patient engagement isn't one-size-fits-all. In a colorectal cancer screening program, engagement may be measured by the rate at which test kits are returned. In a diabetes management program, it could be the regularity of self-reported glucose levels.
  • You need to pick one top process metric and one top outcome metric that will drive all other metrics. If your runway is short, focus on short-term impact metrics to demonstrate value quickly.

As a bonus, get a glimpse into Walgreens' care program design process. And no, it's not 'waterfall, as Seth quickly clarified — care program are constantly evaluated and adjusted as new insights emerge.

Don't miss the full discussion for a deeper understanding. Watch the replay here.


Quick intro: we’re Thomas and Rik, building Awell - a low-code platform allowing care teams to design, implement and optimize care flows in days, not months. CareOps grew out of our years spent improving CareOps at innovative providers.

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