{"id":15559,"date":"2026-09-17T06:38:00","date_gmt":"2026-09-17T06:38:00","guid":{"rendered":"https:\/\/medical-article.com\/?p=15559"},"modified":"2026-09-17T06:38:00","modified_gmt":"2026-09-17T06:38:00","slug":"gozio-patient-navigation-directions","status":"publish","type":"post","link":"https:\/\/medical-article.com\/?p=15559","title":{"rendered":"Gozio \u2013 Patient Navigation & Directions!"},"content":{"rendered":"

I had a great conversation and demo with Katie Logan and Christine Smith from Gozio a while back. Finally got it up on THCB. Gozio provides two types of patient navigation for health systems. One as a digital front door helping patients navigate to doctors, services and tools like virtual care and appointments from the hospitals, and actual navigation from the parking lot to the clinic\/bedside. Why should hospitals hire Gozio (and spent a few $100k+) when some of this stuff is buried in MyChart in a typical health system? Calls go down, visits go up and Google ratings go up. They are in 25-35 systems now and aiming for many more.\u2013Matthew Holt<\/strong><\/em><\/p>\n

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This was such a great discussion I wanted to publish the transcript. The way I do that is to copy the YouTube-generated transcript and drop it into Claude to smooth it over. I then read it, and if I think it\u2019s made an error, I dip back into the video and listen to what actually happened and make a correction. This is all to say: I think this transcript is pretty accurate, but it might have a bunch of AI- and human-generated mistakes.<\/em><\/p>\n

<\/span><\/p>\n

Matthew Holt<\/strong><\/p>\n

Hi, it\u2019s Matthew Holt, back in with a THCB Spotlight. This time we\u2019re looking at a company called Gozio Health, and I have with me Katie Logan, who is the Chief Strategy and Head of Product, and Christine Smith, who is the VP of Strategic Solutions and Partnerships, I believe. Have I got everyone\u2019s titles right there?<\/p>\n

Katie Logan<\/strong><\/p>\n

Officially correct.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Fantastic. It\u2019s very, very rare to get anything correct these days. So let\u2019s start. Gozio is in the business of helping hospital systems help their patients and clients navigate, in various flavors and various ways. Did I get that right, Katie?<\/p>\n

Katie Logan<\/strong><\/p>\n

That is right \u2014 that\u2019s really good. We exist to make the patient experience better through navigation. We want to make the journey more seamless, hassle-free, but also help organizations realize their objectives around growth, quality, and, of course, the overall customer and patient experience.<\/p>\n

Matthew Holt<\/strong><\/p>\n

All right, so navigation and digital front doors, et cetera, have a couple of different flavors, right? One of them, obviously, is how people are finding the hospital \u2014 how are patients, if they\u2019re being sent there, figuring out how to access information about the hospital, the digital front door, what treatments they\u2019re going to have, the doctors, and all that kind of good stuff. And then the other one is actual navigation \u2014 I\u2019m in the hospital, I\u2019m lost, I\u2019m trying to find the X-ray facility or whatever, what do I do about that. You do both of those, right?<\/p>\n

Katie Logan<\/strong><\/p>\n

We do, we do both. Our position is that nobody visits a doctor or a hospital because they feel good, so fundamentally we want to make it easier for them to navigate and meet people where they are, which is on their phones. So it starts, at the highest level, with our mobile platform, which can be branded and configured to the unique needs of the health system and the market. It then integrates a myriad of the digital solutions and touch points they\u2019ve already deployed through a single pane, so patients, visitors, or community members are empowered to spend less time searching and working around the inefficiencies of the place, and more time getting back to feeling well. Our platform allows a brand to build that mobile channel of engagement to enhance the experience. And then, beyond the digital navigation, we offer solutions that make the physical journey easier with wayfinding \u2014 enabled by real-time location awareness, blue-dot, turn-by-turn directions that get people from home to parking to their point of care with ease. The best part is it can be deployed in whatever way the health system prefers \u2014 they can build an app with us, many already have their own custom apps and we can tuck wayfinding into that build, and, newly released, we now have an option to embed that wayfinding component directly into the patient portal. We\u2019re really passionate about helping our customers move from being just app owners to truly experience owners, and when you bring mobile and wayfinding together, it really allows them to move the needle.<\/p>\n

Matthew Holt<\/strong><\/p>\n

There\u2019s a lot of different activity going on around patient touch points and the patient front door \u2014 telemedicine, appointment scheduling, content and information, that kind of stuff \u2014 and a lot of different people doing it from different angles. You\u2019ll often find people getting some of this from their health plan, but also \u2014 take me as a random example, since I always tend to do that \u2014 I\u2019m a One Medical member, and they\u2019ve got some front-door stuff, some telemedicine stuff. I use my local health system, which is also connected to UCSF, the big academic medical center in San Francisco, and they\u2019ve got a MyChart thing that offers me certain appointments and other stuff \u2014 there\u2019s still a lot of phone calls involved, but they do offer stuff. And then, of course, I\u2019ve got my health plan \u2014 Blue Shield at the moment \u2014 and I think they\u2019ve got a telemedicine option somewhere in there too. So how do you place Gozio in that whole ecosystem, and how do you position yourselves relative to all the other point solutions people may already have \u2014 telemedicine, content, information, marketing, or whatever else? Just give me the landscape a bit.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, I love this. When I zoom out from an industry perspective for a minute \u2014 I\u2019ve been in it almost 20 years now \u2014 and reflect on the evolution of point solutions and digital inside healthcare, it\u2019s a bit of a culture problem. I was talking to a physician leader last month about how the whole system is fundamentally designed around the physician first, and then around some of these broken operational processes. Over the last 15 or 20 years we\u2019ve digitized that chaos, but none of these point solutions really talk to each other. So you end up with a bunch of digital dead ends, sending people down different rabbit trails to find their ultimate answer and point of care, and we\u2019re exhausting people with all these point solutions. It\u2019s not that there are too many tools \u2014 they all do great things \u2014 it\u2019s the friction of the fragmentation. I like to think Gozio is an aggregator of those things, because we can integrate, we can stitch it all together, we can create a more uniform, seamless experience, while still letting the operation take advantage of the tools that serve a particular clinical need, outcome, or scheduling workflow. Our platform allows them to bring it all together into one unified launch point \u2014 one experience \u2014 that helps folks like you, me, my husband and kids, and everybody else navigate those complexities.<\/p>\n

Matthew Holt<\/strong><\/p>\n

So I have to push you a bit on that. All of your clients are health systems, hospitals?<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, we\u2019re in just under 35 health systems across the country \u2014 academic, children\u2019s, adult, combination.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Okay. And in terms of the digital front door \u2014 if a health system becomes a Gozio client, do you essentially white-label and take over their \u2014 what parts do you take over and white-label? Their whole website, just their mobile app, some combination? Where are you guys on that?<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, I\u2019d think of it more as offering them the white-label native mobile experience and channel, first and foremost. We don\u2019t want to just be a bunch of links to a website, or replace a website \u2014 you can do that with mobile web. The richness, and the hassle-free experience, comes when we make things native \u2014 that \u2018find a provider\u2019 search, that appointment scheduling, that access to content, or even the one-click to get to a phone call, because operationally they still sometimes require the phone call, versus hunting and pecking to find the number. So we think of it as truly owning the mobile experience \u2014 that channel \u2014 in the palm of their community\u2019s hands.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Okay. And what are the most-used parts, once someone becomes a client and is outsourcing that navigation experience to you?<\/p>\n

Katie Logan<\/strong><\/p>\n

It\u2019s a good old-fashioned \u2018it depends\u2019 answer \u2014 health system priorities, what they want to build, how they configure it, what they put at the forefront of that mobile experience. But, as some of what we\u2019ll show you in the demo illustrates, it\u2019s all about driving access as a priority \u2014 getting people in the door, getting them seen. So provider search and scheduling, and those pieces coming together, is a top use. The ability for health systems to communicate and connect with patients via push notifications and content, and engage them in personalized journeys, is another top area. And with wayfinding, being able to search all the assets on a campus \u2014 not just get me to my appointment, but I\u2019m in a waiting room, I want coffee, I need lunch, I need to send this location to a family member coming to visit our kid in the hospital \u2014 we have lots of ways to push that out and get people to the right location on campus. So that search-and-get-me-to-the-right-place function is sort of the top use within wayfinding. Christine, keep me honest \u2014 you\u2019ve been with the organization a long time, and worked with a lot of our customers. What else would you add?<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, I think that\u2019s a good overview. One thing we continue to see energy and excitement around is AI too \u2014 embedding virtual agents and chat-like capabilities inside mobile, to help facilitate that digital navigation, as Katie mentioned.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Christine, when you talk to clients and potential clients \u2014 I don\u2019t want to give too much away before the demo \u2014 there\u2019s now any number of people claiming they\u2019re building AI solutions and deploying agentic engineers or whatever into health systems. I got in trouble with someone yesterday who\u2019d just raised some money, for saying I don\u2019t get how they\u2019re different from the 17 other people doing the same thing, because it used to be \u2018I have one thing that solves this problem,\u2019 and now it\u2019s \u2018I can come in and solve multiple problems with my AI agent.\u2019 So when you have that conversation \u2014 \u2018we have a thing that does this, and we\u2019re bringing AI into helping with that\u2019 \u2014 how\u2019s it going? Are people saying, \u2018oh no, ChatGPT could do all of this for me instead\u2019? How are you hearing about that?<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, I think we\u2019re in a transformational era, but it\u2019s easy to get lost in the sauce of \u2018AI is going to fix and change and transform everything.\u2019 What we\u2019ve seen is that we really need to understand what problem we\u2019re solving, and whether AI is actually driving efficiency \u2014 are we making something easier or better, or is it just cool tech? In some cases it\u2019s somewhere in between, and in some cases it\u2019s one of those extremes. I think healthcare continues to dabble in specific use cases, and as those use cases show value, adoption of different AI tools will keep growing. From a Gozio Health perspective, we believe AI is table stakes just to be efficient and make progress quickly \u2014 but that doesn\u2019t mean you should throw AI at everything and expect it to be a silver bullet. So we have a pretty pragmatic approach, but the conversations have definitely varied. Katie, please \u2014<\/p>\n

Katie Logan<\/strong><\/p>\n

No, go ahead \u2014 sorry, Christine. I think it\u2019s great, and, to Christine\u2019s point, table stakes both from an internal perspective and a development process \u2014 we\u2019ve been spending a fair bit of time, as most companies have, thinking about how that fits. Your engineers are all token-maxing, right?<\/p>\n

[laughter]<\/em><\/p>\n

Matthew Holt<\/strong><\/p>\n

It\u2019s a new word I heard \u2014 token counting.<\/p>\n

Katie Logan<\/strong><\/p>\n

That\u2019s absolutely right \u2014 how much money can we spend on Anthropic.<\/p>\n

[laughter]<\/em><\/p>\n

At some point someone will ask, \u2018what are we actually getting for all of that?\u2019 The return will have to be proved, just like with any digital solution. But from a product perspective, what\u2019s table stakes now, and what\u2019s the expectation, as end users in our day-to-day lives, of how we want to interact with a tool \u2014 being able to ask questions \u2014 that\u2019s where I think you\u2019ll see us continue to head in the near term, applying that into a native mobile experience and wayfinding. Less clicking, more conversational \u2014 I think that\u2019s just around the corner, and it\u2019ll be an exciting evolution for us.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Right. Well, let\u2019s look at what you\u2019ve got so far. Christine, I think the first thing you\u2019re going to show us is that general consumer patient front door \u2014 why don\u2019t you bring that up and we\u2019ll take a look.<\/p>\n

Christine Smith<\/strong><\/p>\n

Absolutely. And as Katie mentioned, we really believe in supporting our healthcare clients to deploy this in whichever way makes sense for them as an organization.<\/p>\n

Matthew Holt<\/strong><\/p>\n

And this isn\u2019t a fake one \u2014 this is one I\u2019ve heard of.<\/p>\n

Christine Smith<\/strong><\/p>\n

That\u2019s right \u2014 this is real tech, this is not vaporware.<\/p>\n

Matthew Holt<\/strong><\/p>\n

I\u2019m thinking about \u2014 most people put some random, anonymized health system logo up top, but Rush has a real name, so I assume they\u2019re an actual customer.<\/p>\n

Christine Smith<\/strong><\/p>\n

Real client, real tech, real solution \u2014 yes, we thought it was important to show that.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Well, look, sometimes the customer doesn\u2019t want people to see this \u2014 but they obviously aren\u2019t the ones watching this here in Chicago. Yes, I know you\u2019ve got it on a slide with Gozio\u2019s logo next to it, but they don\u2019t know who the hell you are, and it doesn\u2019t really matter, right? Sorry \u2014 I interrupted, you were about to tell us. Go ahead.<\/p>\n

Christine Smith<\/strong><\/p>\n

I was going to say something good, but it\u2019ll come back. We\u2019ll walk through a couple of things here, but I\u2019ll start by orienting around your question earlier, Matthew \u2014 really, the goal is to bring all these digital solutions together into one pane of glass, one seamless experience. So I\u2019d like to show you a couple of different things. You\u2019re probably already sensing it \u2014 I see a patient portal, I see online scheduling, I see \u2018Get care today,\u2019 access to low-acuity care options, I see \u2018Ask Isabella,\u2019 that virtual chat agent that\u2019s becoming table stakes, I see \u2018find a provider\u2019 recommended for you. These are the types of digital solutions health systems have deployed as point solutions, and sometimes adoption is minimal, because users have to go search for these things and then engage with them separately. When they all live in one mobile application, in the palm of your hand, in your pocket, it\u2019s much easier to access them and drive the value of all of those solutions when they\u2019re in one place. That varies by health system \u2014 they can deploy whatever makes sense for them \u2014 but these are some of the themes, the core modules and features, that tend to resonate most in the market.<\/p>\n

I\u2019ll stop here \u2014 as we think about the physical space, what about accessing everything inside an enterprise? There are hospitals, sure, but as you see here, there are also pharmacies, primary care, urgent care, walk-in clinics, and standalone buildings that are part of a health system, where you want to drive patients and users to access those facilities. So we\u2019ve built a native experience around searching for those facilities, saving them, sharing them, engaging with them \u2014 maybe that\u2019s a call today, operationally, maybe it\u2019s a direct scheduling link \u2014 embedding that online scheduling capability. We build a native UI focused on the mobile experience and the benefits of being on a device, to make that as easy and seamless as possible for patients, visitors, staff members, community members, even prospective patients who don\u2019t yet have a relationship with the health system.<\/p>\n

I\u2019ll keep going and click through a bit \u2014 here\u2019s an example of some of the types of places. We\u2019ll go to another section \u2014 I\u2019ll pick on provider search, because online search and scheduling is always the top priority for driving more patients into the facility to actually get care. Again, our priority is around native experiences \u2014 how can we make this as easy as possible while leveraging the investment the health system has already made to manage their provider database, online scheduling tools, and information about those physicians. We can search by specialty, maybe by symptom, maybe by location, maybe by physician name specifically, because I already know a physician, I\u2019ve already been referred. And then I\u2019ve got access to that physician \u2014 again, leveraging a location-aware platform, I can navigate straight there, or call and book. You can see the theme here \u2014 making access to all of those calls to action as easy as possible on a native platform.<\/p>\n

Matthew Holt<\/strong><\/p>\n

I can also tell how far Atlanta is from Chicago \u2014 get the mileage.<\/p>\n

[laughter]<\/em><\/p>\n

That\u2019s great. Probably not going to drive 500 miles to find an allergist, but I get you guys aren\u2019t in Chicago, where Rush is.<\/p>\n

Christine Smith<\/strong><\/p>\n

That\u2019s great, that\u2019s great. I\u2019ll keep going here \u2014 another key access point, of course, is the patient portal, where I want to be able to quickly access clinical data as a patient. What\u2019s interesting is that everything I\u2019ve shown up to this point is really for anybody \u2014 I haven\u2019t authenticated as an individual. Those things should be accessible to everybody in a health system\u2019s community \u2014 patients, prospective patients, community members. But once I authenticate, which is something very cool and unique with the mobile platform, we can use information about your demographics and other clinical details to tailor the experience further. So now we can pull things forward \u2014 what upcoming appointments do you have, let\u2019s drive some calls to action around that. I don\u2019t have any upcoming appointments, but imagine I did \u2014 maybe I need to call, maybe I need to reschedule, maybe I need to get prepared, and there are things I need to do \u2014 let me get a quick look at the instructions tied to that appointment. Let me quickly access anything inside my patient portal, like test results or messages. And then, as things get even cooler, let me further personalize this experience \u2014 Rush has also deployed a concierge program, so they\u2019re able to tweak that home screen and mobile experience to highlight some of the unique solutions available to their concierge members, which is awesome. And as my little user scrolls here, you\u2019ll notice my patient education content has completely changed \u2014 I\u2019ve now transformed into a middle-aged man, which is great \u2014 but that\u2019s because, once I\u2019ve authenticated, the mobile platform has information about the user that makes the content pertinent to them. Men\u2019s health \u2014 I don\u2019t just want generic health tips, I want tips appropriate to me. So it\u2019s a really great thing that becomes available.<\/p>\n

Matthew Holt<\/strong><\/p>\n

That\u2019s great. So in this view, now you\u2019ve logged in \u2014 I think it looked like you had biometric authentication there, or maybe you didn\u2019t, or you could obviously log in with username and password. Now you\u2019re on the My Rush site, the mobile site. You then log into MyChart \u2014 the things you\u2019re servicing, like appointment times or whatever. What\u2019s the interplay between Gozio and MyChart, or whichever practice management or scheduling system is in the back end? Are you having to hook into that, or is it that, once you do something in your layer, the Gozio layer, it automatically appears in the back end?<\/p>\n

Christine Smith<\/strong><\/p>\n

We have seamless integrations with direct booking solutions \u2014 could be the patient portal directly, could be a third party; there are a number out there that facilitate that booking experience. We pass the tokens and the demographics and integrate directly with those solutions, so the user just feels like they\u2019re in one app the whole time, filling out their information, and their appointment result lands in the patient portal.<\/p>\n

Matthew Holt<\/strong><\/p>\n

And do you find this actually changes usage \u2014 that most people are now using this rather than going straight to, say, a Rush Epic MyChart login? I should look up my UCSF one, which doesn\u2019t have anything like this \u2014 I\u2019m just going straight into MyChart. Obviously it has some of these features, but not the look and feel, the front end, or the bunch of extra features you\u2019ve added. Are you seeing a big shift away from people going to MyChart directly, to this, or was no one really using MyChart much in the first place \u2014 I don\u2019t know.<\/p>\n

Christine Smith<\/strong><\/p>\n

Oh no, lots of people are using MyChart.<\/p>\n

[laughter]<\/em><\/p>\n

I\u2019d say it\u2019s not a shift, but a complement \u2014 in many of our clients we actually see an increase in portal utilization, because now they have a different entry point, and it\u2019s all contained in one spot that gets them where they want to be.<\/p>\n

Matthew Holt<\/strong><\/p>\n

But essentially you\u2019re using the MyChart back end, I guess, with this front end. Are you finding, in terms of user experience, that more people are using this, or are they going, \u2018well, I\u2019ve got this, but I still have to go into MyChart to find some other specific thing that\u2019s not available here\u2019 \u2014 how\u2019s that working?<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, in this case it\u2019s leveraging the data from the EHR to personalize the experience, plus a few workflows that are easy buttons into what you\u2019d get in the portal \u2014 but you\u2019ll notice they can still launch straight into the portal if they need to go deeper into some of those workflows. We\u2019re very mindful that we\u2019re not here to recreate the portal \u2014 it\u2019s very complementary, and in some cases it should absolutely be contained and managed and executed in the portal. But it depends on how far a given client \u2014 Rush or another \u2014 wants to adopt those workflows and bring them into the native experience.<\/p>\n

Matthew Holt<\/strong><\/p>\n

I think we should let Christine finish the last bit of the demo \u2014 but I wanted to stop there and chat a bit about what else is coming. Go ahead, show us what else you were going to show.<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, we\u2019re close to being there, which is great. This is a quick one, but I\u2019ll just highlight \u2014 building on Katie\u2019s comment \u2014 the patient portal solves tons of clinical data needs for users every day, but a lot of times health systems are looking beyond the patient now too. They\u2019re looking at direct-to-employer experiences, staff experiences, student experiences, especially in academic medical centers. So to really personalize a mobile experience that includes all that clinical data plus the other personalized things they want to make available, sometimes a bit more is needed beyond the patient and the portal, to make that a truly seamless experience that lives inside one mobile platform. That\u2019s kind of the continuum of where we see health systems deciding what to use as their mobile experience platform \u2014 what are the goals they\u2019re trying to accomplish, who\u2019s the catchment area, what\u2019s the experience we need to deliver \u2014 and based on those answers, that helps us understand the best approach.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Yeah, and I assume, Katie, there\u2019s a bunch of things that are either coming in through Gozio\u2019s world, or that you\u2019re being asked for \u2014 around telemedicine, remote deployment, Q&A, actual connection with either a human clinician or maybe an AI clinician \u2014 I saw the chat there. What are you finding people are bringing into this and asking you for? Is telemedicine currently built into this for some systems?<\/p>\n

Katie Logan<\/strong><\/p>\n

We\u2019re not a telemedicine platform, but because we have an API, we can integrate and help make it a native experience. I was just with a client yesterday \u2014 their priority is their children\u2019s hospital and system trying to get more telehealth visits out into the community and make it better known, and wrestling with how to build that channel well with their population \u2014 everyone\u2019s got a phone, but may not have other devices \u2014 so that was one of the priorities we\u2019re starting to work through, bringing it in, making it quick along the way. So telehealth, virtual care \u2014 most of what you\u2019ve seen here from Christine \u2014 but we\u2019re really mindful of not recreating those other solutions. It\u2019s about how we can simplify and stitch it together.<\/p>\n

Matthew Holt<\/strong><\/p>\n

But your goal at Gozio is to essentially be the front door to all of that, and more as it comes.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, absolutely \u2014 because we want to help them really improve the experience, and we believe this is a fundamental way to do that.<\/p>\n

Matthew Holt<\/strong><\/p>\n

All right, fantastic. Christine, let\u2019s go \u2014 let\u2019s go somewhere.<\/p>\n

[laughter]<\/em><\/p>\n

Now I have to go to a hospital \u2014 what happens next?<\/p>\n

Christine Smith<\/strong><\/p>\n

That\u2019s a perfect segue \u2014 let\u2019s travel through time and space and actually go somewhere. So we\u2019ll show you a demo of our wayfinding experience. As Katie said, this can be deployed however a health system wants to operationalize it \u2014 in a Gozio-powered application, like you saw with Rush, directly in the patient portal, which we\u2019re excited to announce, or inside an application they built themselves \u2014 maybe something in-house, very unique to their community \u2014 and we can partner with them to deploy our solution there. What I\u2019ll show you first is what wayfinding looks like in a Gozio-powered application. We\u2019ll start at an important point, which is that the experience really starts at home \u2014 it doesn\u2019t start when I get to the health system running late and open my phone to start navigating; it starts when I\u2019m sitting on my couch and my phone, which is notifying me all day long, reminds me I\u2019ve got somewhere to be. That\u2019s a great plug to start the navigation experience \u2014 there are many appointment-reminder solutions out there driving those kinds of patient communications, by email or text, and this is really the best place to kick-start the wayfinding experience. So \u2014 I got my text message, I\u2019m ready to go, I click my link, I get a quick view of the appointment details coming straight out of the patient portal, through that communication vendor, right into the native experience. Then, as you saw before, there are a couple of pieces to my navigation \u2014 we\u2019ll start with driving. I\u2019ve got a \u2018drive there\u2019 option \u2014 we facilitate a seamless handoff to Google Maps, Apple Maps, Waze, and rideshare vendors, depending on what app the user has on their phone, so they can personalize that piece of the journey. And we\u2019ll travel through space and time \u2014 now we\u2019ve arrived in Atlanta, at the campus. I\u2019ve finished driving, I\u2019ve arrived in the right parking deck \u2014 as you know, sometimes there are eight parking decks, and you\u2019ve got to get to the right one to reach your appointment \u2014 so we do some configuration on the back end to get the user to the right spot, and then encourage them to save their parking spot, because after two or three hours of a stressful health experience, the last thing you want is to fumble around a campus trying to figure out where your car is.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Old Seinfeld episodes on losing your car in a parking lot \u2014 we\u2019ve all done it many times. Exactly \u2014 for that matter, finding a parking spot is the hardest part, where I tend to go. Yeah, that\u2019s San Francisco for you.<\/p>\n

Christine Smith<\/strong><\/p>\n

That\u2019s exactly right \u2014 so we try to make that as painless as possible, so the user can save their parking space \u2014 there\u2019s my spot. And now I get a prompt: do you want to continue to the information desk in the main building? This is fully configurable by the health system \u2014 maybe I go straight to Dr. Logan\u2019s office, maybe I need to check in at a desk first, maybe I need a visitor badge, maybe there are steps along the way \u2014 we facilitate that handoff in the mobile app to make sure people go to the right stops at the right time. I\u2019m going to hit \u2018no\u2019 \u2014 so there\u2019s my point of interest, and as you can already see in the background, now I\u2019ve got this wonderful indoor view of the campus \u2014 it includes the parking spaces, the surface lots, the points of interest inside the facilities, the hallways, the doors, the stairs, the elevators \u2014 all of that level of detail, which we\u2019re able to capture from the CAD plans of the facility, and build into a rich 3D map where users can engage directly, or just navigate wherever they need to.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Out of interest \u2014 is there a standardized indoor map, or do you have to create that yourselves when you go into a new facility? Do you hook into a floor plan, or do you have to build it from scratch?<\/p>\n

Christine Smith<\/strong><\/p>\n

It\u2019s leveraging whatever they have, which isn\u2019t always standard, and then we basically standardize that and get it into the mapping you see here.<\/p>\n

Matthew Holt<\/strong><\/p>\n

So you have to do some work there \u2014 I had no idea. I mean, there\u2019s Google Maps, satellite imagery, and that\u2019s fairly familiar, but inside buildings, I didn\u2019t know if there was such a thing as a standardized way of mapping.<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, and that\u2019s a unique point, Matthew, because healthcare is very different \u2014 nothing is standard about the buildings. Most Home Depots look the same \u2014 big rectangles, with rows and numbers, and I know exactly how to maneuver those \u2014 but our platform is built to uniquely handle the complexity of healthcare campuses. <\/p>\n

Matthew Holt<\/strong><\/p>\n

Imagine every In-N-Out Burger in California is exactly the same \u2014 clearly not the case for every hospital in the world.<\/p>\n

Christine Smith<\/strong><\/p>\n

So it takes a bit of work, but it\u2019s something we\u2019ve done at scale, and we continue to tweak our platform to handle those complexities as best we can, so patients don\u2019t feel any of it \u2014 they just follow the instructions and off they go, which I\u2019ll show you here in a second. So I\u2019m looking at my preview route \u2014 I don\u2019t know if you\u2019re like me, but every time I want to go somewhere, I need to see what it\u2019s going to look like before I start. So we enable that too \u2014 a bird\u2019s-eye view of where I\u2019m about to journey \u2014 and then I can go ahead and kick-start it and follow the yellow brick road. So, there we go.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Oh, here we go \u2014 you love it, faking the walking. [laughter]<\/em> We could always send Christine out to a local hospital and make her walk around and show that directly, but here we go.<\/p>\n

Christine Smith<\/strong><\/p>\n

I do like to collect my steps.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Yeah \u2014 and the little blue guy, it\u2019s kind of fun.<\/p>\n

Christine Smith<\/strong><\/p>\n

We\u2019ve had some requests to make that unique to the brand \u2014 for a children\u2019s hospital, their logo, maybe a teddy bear \u2014 so we can do all of that and make it super unique to the customer and the experience they want to create.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Okay, but presumably the average person is just seeing their own dot, like on a Google map when you\u2019re driving, but indoors. Do you have problems connecting \u2014 do people have to connect to Wi-Fi, or is 5G good enough these days inside most buildings, and it just works?<\/p>\n

Christine Smith<\/strong><\/p>\n

Go ahead, Katie.<\/p>\n

Katie Logan<\/strong><\/p>\n

Sure \u2014 no Wi-Fi required here. It\u2019s all running off Bluetooth-enabled sensors hung inside the ceilings.<\/p>\n

Matthew Holt<\/strong><\/p>\n

But is there any need for the consumer to connect something, or is it just automatic for them?<\/p>\n

Katie Logan<\/strong><\/p>\n

No need for the consumer \u2014 if the phone is working and it\u2019s open, it\u2019s routing. Part of the beauty of that is, as Christine mentioned, with how hospitals are built and then keep adding locations and sprawling, and the walls are three feet thick, we wanted no disruption or friction from needing Wi-Fi or other technology to make it work.<\/p>\n

Matthew Holt<\/strong><\/p>\n

But they\u2019ve put in sensors \u2014 sensors just for you, or is that something being used for other tools as well?<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, we have our own sensors, our beacons, that we hang \u2014 that\u2019s all included. And then, as the technology advances, with Bluetooth-enabled RTLS, asset tracking, lighting, and the smart hospitals of the future, we can certainly integrate with that infrastructure \u2014 they may have some already, they may not, and we figure it out on a customized basis.<\/p>\n

Matthew Holt<\/strong><\/p>\n

All right, brilliant. Now we\u2019ve made it to the information desk. I think, Christine, you were going to show us the same thing, or something similar, within the MyChart portal.<\/p>\n

Christine Smith<\/strong><\/p>\n

So here\u2019s an experience inside the patient portal \u2014 take us back a level. This screen is familiar to many, and there are a lot of different ways to drive a call to action for wayfinding inside the patient portal \u2014 we\u2019ve mocked up two here. One is just general search and navigation \u2014 if I want to search for something, maybe I\u2019m visiting someone, or maybe I just want to go to an urgent care facility and don\u2019t need to book an appointment, just get easy driving directions \u2014 we facilitate that, fully embedded within the patient portal. And then, if we think about actually having an appointment, like we saw with that text reminder \u2014 I have an appointment, and I want that seamless handoff from getting the reminder to it being time to go \u2014 so I\u2019ve got an appointment here, a future visit. I\u2019ll click that \u2014 these are familiar screens inside MyChart \u2014 and we\u2019ve got a little plug down here, a call to action to jump into the navigation guide. And you\u2019ll hear me start to sound a little repetitive \u2014 get an understanding of the journey ahead of me, my driving piece, my parking piece, and then, of course, the walking section. So I\u2019ll choose my driving preference, which is Google, my safe parking spot \u2014 this looks familiar too \u2014 I\u2019m in the right parking garage, I can save my parking space, configure it if needed, and save it so I can get back to it at the end \u2014 and then, as you saw, I get to follow that same yellow brick road again, this time fully embedded within the patient portal. This journey is a little different \u2014 it goes through an elevator, pops up a couple of floors later, and has a shorter path \u2014 but how cool, to travel through time and space on these campuses. Go ahead, Katie.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, I was just going to say, we\u2019re proud that that rich experience, which has been part of Gozio\u2019s mobile and native portfolio for over a decade now, is now available \u2014 super rich, and an equal experience \u2014 inside the patient portal. This is a new launch for us \u2014 we\u2019re taking our first customer live this month, and looking forward to many more. We\u2019re seeing a fair bit of interest in helping bring that navigation journey to those health systems where the patient portal is truly serving as their front door, so now we\u2019ve got an option for that as well. More to come on that over the course of the year, but it\u2019s something we\u2019re excited to now officially have in the toolbox, and able to offer to systems interested in putting it inside MyChart.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Very cool. Thanks, Christine \u2014 I think we\u2019re done with the demos now, right? This leads us to the obvious big question for anybody working with hospitals today in tech \u2014 what do you think the relationship with Epic, and to a certain extent Oracle and others, looks like at the moment, for a company like yours that\u2019s bringing things together but also has a couple of specialized applications?<\/p>\n

[laughter]<\/em><\/p>\n

General conversation \u2014 more from a Gozio perspective. I know you\u2019re in the toolbox with Epic, but tell me a bit more.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, I think, in general, the way we like to think about it, it\u2019s truly a \u2018better together\u2019 story. It\u2019s not a replacement, it\u2019s not a competitor to what\u2019s fundamentally offered \u2014 clinically and operationally \u2014 by the EHR. There are ways that information from Epic, from Cerner, together with these capabilities, really fundamentally improves the experience, and that\u2019s the way we want to approach it. That\u2019s what we believe, and we\u2019re really seeing that play out now, particularly with Epic opening this category into their toolbox, because the market was asking for it. So we\u2019re excited about that possibility.<\/p>\n

Matthew Holt<\/strong><\/p>\n

And do you think their strategy at the moment \u2014 it seems to me there are a lot of big questions around things like AI scribing, what they\u2019re building versus what somebody else is building \u2014 we\u2019ve seen a lot of other players, you see health systems build some of their own stuff, but also have a bunch of people in their marketplace offering solutions, and there might be reasons a particular solution is better to use than the one native to Epic, and obviously people do that. Is your sense that you\u2019re going to be building more integration, more complexity, more features into what you\u2019re delivering, even while they\u2019re adding stuff on their end?<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, I think, like we were talking about earlier, the fragmentation of all these solutions is the problem. So if we can find a way to bring that together through rich integrations, to complement the solutions that are actually solving the operational problem, that\u2019s a good win for the industry, from my perspective. We philosophically want to do that and deliver it, and not just hand out a commoditized, one-size-fits-all experience to every health system. There\u2019s a need to differentiate, a need to be unique in market \u2014 there\u2019s intense competition in some places looking to serve that community, and we can help them do that through integration and truly differentiated offerings.<\/p>\n

Christine Smith<\/strong><\/p>\n

Yeah, and if there\u2019s one thing I can add \u2014 many of the large health systems have also deployed multiple different EHRs across their ecosystem.<\/p>\n

Matthew Holt<\/strong><\/p>\n

How shocking to hear that would go on in a well-organized health system.<\/p>\n

[laughter]<\/em><\/p>\n

Christine Smith<\/strong><\/p>\n

That\u2019s right. But how do you maintain that one single brand, feel, and mobile experience when your patients are going to access a number of different tools depending on which regional hospital they go to? So we see value in trying to make that easier for health systems too.<\/p>\n

Matthew Holt<\/strong><\/p>\n

So, to that end \u2014 ballpark \u2014 what\u2019s it going to cost a hospital to lay Gozio on top of what they\u2019re doing? And when they say, \u2018okay, we\u2019re writing you a big check here, what\u2019s the ROI on this?\u2019 \u2014 what\u2019s your answer? Give me a range on what it costs, compared to what things generally cost, and what ROI they\u2019re looking for.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, we certainly like to answer the ROI question first \u2014 that\u2019s fundamental to this being a value, not just a cost or another tool that gets purchased and put on a shelf. We think first about a few things: revenue and growth, from access and volume; efficiencies and savings in operations and staff, from driving direct access and workflows; some improvement around quality; and certainly patient satisfaction, survey metrics, and all the experience measures, and seeing movement there. I\u2019ll give you a few examples \u2014 we did a webinar with a client recently and talked through the rollout of their application, and shared a few key stats: total new patient visits increased by 24% after deploying our mobile app and channel with them; calls per visit decreased by 25% in primary care, and overall call volume dropped 8%, just from bringing that channel forward. From an experience perspective, their Google rating increased by a point and a half, and their brand reputation score went from 64 to 83 in twelve months, because they were able to start overcoming some of the negative feedback they\u2019d been getting around their overall experience. That\u2019s an example of a heavy mobile customer who\u2019s not doing as much with wayfinding \u2014 so it depends on where we meet them and what they\u2019re trying to solve for. From a cost perspective, it\u2019s a platform fee, plus annual wayfinding \u2014 we look at square footage, which, to Christine\u2019s point, factors in the optionality of how far you go into a building, how much you want to map. And we want to partner with people to scale, but we try to stay away from per-user, per-month pricing \u2014 we want it to be about the full experience, and to complement their strategy.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Give me a rough ballpark of what a decent-sized system is spending to put this in.<\/p>\n

Katie Logan<\/strong><\/p>\n

I\u2019d say, order of magnitude, depending on the size of the system, we\u2019re talking hundreds of thousands, not millions.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Okay, so it\u2019s not redoing Epic.<\/p>\n

Katie Logan<\/strong><\/p>\n

Absolutely not \u2014 let me be clear about that.<\/p>\n

[laughter]<\/em><\/p>\n

Matthew Holt<\/strong><\/p>\n

Okay, but it\u2019s not a trivial thing to line up either, and the CFO is looking at it \u2014 you\u2019ve got to be able to prove it actually moves those numbers the way you\u2019re describing, and that it has an impact on the bottom line.<\/p>\n

Katie Logan<\/strong><\/p>\n

Fair enough \u2014 and we can. Our customers have. That\u2019s what we want to plant our flag in, and really lead with the value and the outcome they\u2019re looking for.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Brilliant. And just to conclude, give me a couple of numbers about Gozio \u2014 how many people, how much money have you raised, when did you last raise money? Give me a flavor of the company itself.<\/p>\n

Katie Logan<\/strong><\/p>\n

Yeah, so still pretty small \u2014 about 11, 12 years in, just under 100 people, organization-wide. Fundraising has mostly been private and family funding, with some infusion of growth capital from one outside investor. It\u2019s been strategic and intentional \u2014 marching toward profitability, and we\u2019ll see where the next year takes us.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Do you have a total number raised?<\/p>\n

Katie Logan<\/strong><\/p>\n

I don\u2019t have a total number raised \u2014 part of that is I wasn\u2019t here for the whole journey, Matthew, so I\u2019ll have to check and get back to you on that.<\/p>\n

Matthew Holt<\/strong><\/p>\n

I know that Morgan Stanley put in some money \u2014 using the brilliance of my AI friends, my quick search \u2014 it looks like Morgan Stanley invested back in 2022. I don\u2019t know how much it was, but 2022.<\/p>\n

Katie Logan<\/strong><\/p>\n

That\u2019s right \u2014 and I joined about a year ago, and they\u2019re still the primary, and only, outside investor, in that sense.<\/p>\n

Matthew Holt<\/strong><\/p>\n

All right, and a good partner.<\/p>\n

Katie Logan<\/strong><\/p>\n

Good partner.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Great. And then, what does \u2018good\u2019 look like \u2014 you mentioned about 35 systems now. Come back here in three years\u2019 time, if you guys have done your job correctly, what does it look like?<\/p>\n

Katie Logan<\/strong><\/p>\n

Oh man \u2014 in three years\u2019 time, how about we\u2019re in every health system?<\/p>\n

Matthew Holt<\/strong><\/p>\n

I like that ambitious goal.<\/p>\n

Katie Logan<\/strong><\/p>\n

No, but certainly, we want to accelerate growth around mobile. We want to really lean into this offering within MyChart\u2019s patient portal, and hopefully with Cerner as well, as they evolve their patient portal offering \u2014 we want to be able to tuck that in.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Do they have any customers left by the time they\u2019re done? [laughter]<\/em> I know they still have a bunch of customers.<\/p>\n

Katie Logan<\/strong><\/p>\n

That\u2019s right, they do \u2014 we have several of them. So as they take their portal to the next level, I think there\u2019s going to be an interesting story for us together too, with both wayfinding and mobile. But accelerated growth is the name of the game, like any company you talk to \u2014 and that\u2019s because we believe we\u2019re at a point, from an industry perspective, where it\u2019s more ready for this than it\u2019s probably been in a long time.<\/p>\n

Matthew Holt<\/strong><\/p>\n

Yeah \u2014 and speaking as somebody who now goes to a lot of hospitals, I think it\u2019s probably a very useful product, and feel free to go sell it to UCSF anytime you can.<\/p>\n

Well, tell them you had a patient request.<\/p>\n

[laughter]<\/em><\/p>\n

Matthew Holt<\/strong><\/p>\n

All right, fantastic. Wonderful. I was speaking with Katie Logan and Christine Smith, who are respectively the Chief Strategy and Head of Product, and the VP of Strategic Solutions and Partnerships, at Gozio Health, showing us the system. Katie, Christine, thanks a lot for your time.<\/p>\n

Katie Logan<\/strong><\/p>\n

Thank you so much.<\/p>\n

Christine Smith<\/strong><\/p>\n

Yes, thank you, Matthew.<\/p>","protected":false},"excerpt":{"rendered":"

I had a great conversation and demo with Katie Logan and Christine Smith from Gozio a while back. Finally got it up on THCB. Gozio provides two types of patient navigation for health systems. One as a digital front door helping patients navigate to doctors, services and tools like virtual care and appointments from the…<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-15559","post","type-post","status-publish","format-standard","hentry","category-articles"],"_links":{"self":[{"href":"https:\/\/medical-article.com\/index.php?rest_route=\/wp\/v2\/posts\/15559"}],"collection":[{"href":"https:\/\/medical-article.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/medical-article.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/medical-article.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=15559"}],"version-history":[{"count":0,"href":"https:\/\/medical-article.com\/index.php?rest_route=\/wp\/v2\/posts\/15559\/revisions"}],"wp:attachment":[{"href":"https:\/\/medical-article.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=15559"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/medical-article.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=15559"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/medical-article.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=15559"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}