How to Think About Non-Medical Home Care Agency In-App Messaging3 min read

“Gravity Care is focused on a critical part of the non-medical home care industry, patient care engagement, an In-App messaging, a rich, visual notification that appears as a direct response to what our registered members are doing (or, is not doing, but should be doing) in their secure app.”

Partial automation in non-medical home care IT has been happening over the years, the progress has been slow because vendors’ focus is on licensing each product, and add hired agency resources to train and maintain, rather than provide end-to-end solutions.

The vendor software licensing solution is NOT cost-effective, also home care agency churn elevates the cost of re-training and new software licensing upgrades.

In many cases, home care agencies outsource their mundane tasks, but now with In-App messaging have come along to help home care agencies eliminate vendor software licensed solutions, and make a patient-provider engagement personal (1:1) using our technology, there is no training or retraining or upgrades.

The home care in-app messaging is a big portion of this effort and we’re starting to see In-App spring all over a few of our home care agency clients. Everything from sending a booking request to service payments In-App messaging engages both registered parties on our platform.

In-App Messaging and In-App Chat are built for different purposes. In-App messaging is for engagement and growth towards meaningful commitments, while In-App Chat is for providing one-to-one service for support areas.

We recently had a chance to talk to the Gravity Care founding team members, to learn about their work with In-App messaging in non-medical home care. We asked them if care patients are scared of In-App mobile messaging, and if they trust the In-App or not to make their life easier mobile. Plus, we ask them to share where agency organizations are using In-App mobile messaging to automate their work.

In our discussion, one of the founding team members aptly points out that there are wide use cases of In-App messaging, so it’s not fair to group them all together. For example, In-App messaging ensures a care patient is properly prepared to hire a care provider by a predefined flow and has clear outcomes and pathways.

That’s a very different in-app messaging than say a provider accepting a request from a booking invitation. Both have a critical role and a place in non-medical home care agencies. Ensuring a great patient experience is much easier when it’s a largely predefined path than just an open-ended (unregistered) in-app.

Workflow Diagrams: What They Are, and Where to Use Them | Kissflow

We have framed a standard behavior (a user journey on our app) of our user in a pre-defined flow, that is predictable, and has a point-of-return if our member decides not to move forward.

The user experience is rich because it builds relationships between them. We provide helpful links on the app, just in case, if our active user feels lost.

We encourage in-app exploration wherever necessary, discovery, and keep a limit on excessive session time, but at the same time, there is immediate call-to-action (CTA) that boosts booking revenues.

We keep our home care agency owners, and their key team players current with key insights, providing them a Near-Time In-App Analytics, which is collected from member mobile app tap analysis.

Prepare home care agency owners on changing patient care needs and demands like: demand at different locations, a need for specific services, right pricing gets booking and more.

In-App Chat is complementary to our business and is best suited, as a service app, having a high degree of complexity, it is a beneficial component for our Member-Help, where our help links are currently taking care.

Author – John Lynn, Founder HealthcareScene.com

Learn More about Gravity Care Solution, click here

Written by the Gravity Care  founding team – April 2021
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