iCare Navigator

Introducing iCare Navigator:
The Next-Generation Interactive Patient Engagement Solution

Engage and motivate your patients with multiple touchpoints across the patient care continuum with iCare Navigator from TeleHealth Services. Developed with decades of evidence-based research into areas such as empathy and motivation, re-engineered patient discharge (Project RED),¹ and game theory, iCare Navigator transforms the way we educate and involve patients to take more responsibility in their own care.

Meet Sally and Walt: Empathetic Personal Health Coaches

iCare Navigator’s personal health coaches communicate with empathy to naturally motivate patients to participate, engage in,  and take an active role in their health and recovery.

Decades of research has confirmed that while patients acknowledge their personal health coach is not human; what they really care about is that they are able to retain a sense of control.  Patients do not feel judged for asking questions, not understanding, or showing a lack of interest. Sally and Walt have as much time as it takes to make sure patients understand their prescribed education and discharge information to better care for themselves post-discharge. As a result, patients engage with honesty and less anxiety, and are rewarded for their participation. It simply works.

Algorithms to Engage

iCare Navigator is built on cloud-based technology and a robust artificial intelligence engine that continuously measures and analyzes patient responsiveness, mood, receptiveness, adaptation, and overall participation to deliver truly personalized patient interactions. Driving not only our personal health coach’s interactions to comfort, educate, and activate patients, this smarter engine is responding to system triggers and continuously adapts. iCare Navigator automates workflows, documents/integrates with your EMR, provides important clinical metrics, and collects critical business analytics for better patient care and quality improvements.

Rethinking the Patient Experience

Gamification is the use of game thinking and game mechanics in non-game contexts to engage users in solving problems and increase users' self-contributions. Game theory is built into iCare Navigator with the goal of increasing activation, entertainment/satisfaction, and acting as a motivator for patients to modify long-term behavior.

Research led by Jane McGonigal, PhD, senior researcher at the Institute for the Future in Palo Alto, emphasizes that when we engage in gaming using real life health challenges, recovery becomes attainable by creating optimism.² By arousing our curiosity and offering personalization and choice, patients are more motivated to participate for longer periods of time to improve patient engagement, education adherence, and modify behavior.

"Our research demonstrated that using virtual health coaches to help hospital patients better understand their discharge instructions had a significant impact on reducing readmissions."
— Brian W. Jack, MD, Boston University School of Medicine, Boston, Massachusetts

1 https://www.bu.edu/fammed/projectred
2 http://blog.centerforinnovation.mayo.edu/2016/03/25/gamification-in-healthcare-lets-play

List GraphicTools for Quality Improvement

With prescribed, patient-specific education plans, communication tools, patient request (service recovery) capabilities, advanced systems integrations, and entertainment features the patient experience has never been more engaging. iCare Navigator enables hospitals to automate and standardize clinical processes and education to drive quality, safety, satisfaction, and services outcomes.

iCare Navigator’s StaffConnect dashboard enables clinical staff to prescribe education, see at a glance education plan compliance, engagement metrics, communications, and service recovery opportunities for increased workflow efficiencies, service excellence, and improved discharged planning.


Multi-endpoint Mobility

Available for deployment on in-room patient televisions and/or hospital tablets, iCare Navigator helps hospitals fulfill their vision of the optimal patient experience.

With flexible delivery options, hospitals are able to reach their patient population across their entire health system, including ambulatory and affiliate locations, lobby areas, and other areas not traditionally served by patient televisions.

iCare Navigator’s cloud-based architecture makes it easy to implement into your existing hospital network infrastructure. Whether your hospital has 20 beds or 2000, iCare Navigator is scalable, reliable, enterprise-level, and cost effective to help hospitals big or small meet their patient-centered engagement goals.

Addressing the Continuum of Care

Engaging patients and their families across the continuum of care is critical to achieving Triple Aim objectives of improving the patient experience of care, improving the health of populations, and reducing per capita healthcare costs. The iCare Navigator patient experience platform allows hospitals to better facilitate the transition of care by connecting patients using customized touchpoints across the care continuum. Your health system can shape the patient experience with iCare Navigator by providing on-demand, patient-specific education plans and communication tools pre-admit and post- discharge to continue and encourage patient and family engagement throughout the recovery process.

For example, through iCare Navigator, clinicians can prescribe condition-specific education content prior to discharge (based on diagnosis codes within the patient EMR) that provides patients information to help lessen their anxiety about how they and their families can take care of themselves at home. Patients can repeatedly view their prescribed programs and share the content with family/caregivers and prepare them to support the patient’s recovery in the hospital and after they are discharged to their home or a care facility. Delivery of this condition-specific content beyond the patient room helps reduce readmissions.

Your Success is Our Success

iCare Navigator includes Client Outcomes Management to fully support and help our client hospitals achieve their patient-centered care goals. TeleHealth client outcomes managers have a broad understanding of the in-patient setting and the challenges of delivering consistent patient education and engagement. Our managers utilize their knowledge, evidence-based research, and understanding of how our other client hospitals are leveraging their interactive patient education systems to achieve extraordinary results. Our client outcomes managers have the full support of TeleHealth Services to become your true partner in the journey to achieve excellence in patient education and engagement. Learn more.