In this special edition of My DPC Story, we welcome back Zak Holdsworth, CEO and co-founder of Hint Health, and introduce Dr. Jamie Baines, DO and founder of Kite Dream Care. Dr. Baines shares her journey of opening a DPC practice, the challenges she faced, and how Hint Clinical EMR and Hint's Launch Bootcamp program and integrated clinical tools have supported her success. Zak shares insights into Hint Health's mission, development of the Hint Clinical platform, and future enhancements on the horizon designed to empower DPC physicians and clinicians. Check out Hint Clinical and join the next Hint Launch Bootcamp today!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Maryal Concepcion, MD (00:00):
Welcome everybody to the special edition
(00:02):
of my DPC story.
I'm super excited to bereturning to the mic with Zach
Holdsworth, the CEO andco-founder of Hint Health.
But also today we have a newvoice in the podcast.
And that voice is from Dr.
Jamie Baes.
She's a do, and she is founderof Kite Dream Care.
Now, something to note about Dr.
Bain's practice is that she onlyopened a year and two months
(00:24):
ago, and yet she has a fullpractice, a waiting list of 40
people, and she has alreadybrought on her next doc coming,
this fall, and she is alsolooking to potentially hire for
the summer.
So definitely keep your earsopen as you hear Dr.
Bain's story.
And Zach, thank you again somuch for coming back on the
podcast as we have talked aboutmany a time and I continue to
(00:45):
talk about, hint has beensupporting.
As a company and as the peoplewithin the company, the DPC
movement, since the first daythat you guys opened, you really
started with, something that washelping us as DPC physicians
have a tool that helps us, bebasically an administrative
assistant and more helping uskeep track of the finances and
our memberships.
(01:05):
The mission started with that,and it has continued to grow.
And we're going to be focusingon how Hint has grown as a
company and how Hint clinical inparticular has helped people
like Dr.
Bas open and be so successful atpracticing DPC.
So thank you again so much bothfor joining us today.
Zak Holdsworth (01:22):
Thanks for having us.
Jamie Baines (01:24):
Yes, agreed.
Maryal Concepcion, MD (01:25):
Awesome.
So, Dr.
Baes, I wanna go back to theopening days of your practice
because, I'm wondering if youcan share with us what was your
experience opening your ownmedical practice.
Jamie Baines (01:38):
Sure.
Well, I, I mean, it is scary toopen your own practice.
I had reached a point in my lifewhere I felt like I, I practiced
for 10 years at my group of fourand three years before that I
lived and practiced in myhometown.
And it was just becomingimpossible to service the level
that I needed.
I was seeing 30 patients a dayand, and squeezing everybody in,
(02:02):
worked every third Saturday.
I mean, we were really, I stilldid inpatient on newborns and
peds, and so it was familypractice as you imagined it, but
in a time where it didn't work.
Like the story of most people, Iwas really burnt out.
I was struggling.
I, I, I, it, it was tough.
And I had been thinking about itfor many years and it got to the
(02:24):
point where one day that was thenext choice for me.
I think actually maybe thehardest part is like the risk of
leaving.
I, I was afraid to tell mypatients.
I mean, at that point I'd beenwith many of'em for 10 years,
and my coworkers and mycolleagues and the other doctors
in my practice to leave wasreally scary and, almost for me,
(02:46):
harder than, setting up apractice.
And so I started looking around,and looking at EHRs and, came
through, DPC groups just cameacross Hint, had meet and greet
with them and they really toldme like, Hey, we have this great
cohort, bootcamp program where.
(03:08):
It's a pre-enrollment programwhere for 12 weeks we train you
and teach you and prepare you toopen a direct primary care
practice.
And I was like, wow, okay.
I, because I don't really knowhow I, I finally found the
courage to, to leave.
And now, and at this point youkind of, you're like, okay, I
(03:29):
can, I can learn things.
And more importantly, like I'mwith a cohort who's doing the
exact same thing at the exactsame time, and beyond like.
How to choose a location, howto, uh, like find a lawyer, how
to write a contract.
All those, like they've startedwith like, what is your why?
(03:50):
And that really was impactful tome because really like every
decision later when you're stuckand you're trying to make a a
big growth decision, it comesback to like, what is your why?
And, is this moving in thatdirection?
so it started with thatfoundation, identifying that,
like mapping your vision andthen getting into the logistics,
(04:11):
which, where, you know, beyondit presented in a really
creative way beyond, oh, likethis checklist.
I can, I mean, I can read achecklist.
There are plenty of checklistson the internet or ai, but when
they pair it with like inspiringpodcasts and other people
chiming in, in like a weeklygroup meeting, it, it was just
(04:31):
really helpful.
that got me going.
And, and then you can bounceyour energy off of the other new
people and bounce your energyand your fears and your, your,
or there's just so much emotion.
That was what I was feeling thefirst couple weeks.
And then in the launch, by thattime, I've, I had already gone
through 12 weeks of all thesteps, collaborating with other
(04:56):
people, asking my questions.
The launch kind of was okay.
I mean, to, in the journey ofanything great, there are ups
and downs.
And when my furniture didn'tcome in and I was open, that was
a down.
But patients understand, likeyou just tell your journey.
You tell your story, you saylike, I'm trying something new
(05:16):
that I've always wanted to doand I've always wanted to
practice medicine in this way.
And I can practice medicinewithout furniture.
I can practice medicine withouta space and they're fine.
Zak Holdsworth (05:27):
It humanizes you as a doctor.
Jamie Baines (05:28):
Yeah.
Zak Holdsworth (05:29):
If you don't have furniture and, and you
explain the story and the why, Ithink it's actually really cool.
Maryal Concepcion, MD (05:34):
Yeah, I totally agree.
And I just, I really love that.
This podcast is called my DPCstory because I really think
that it is through findingpeople and connecting with
people, even if it's justhearing their stories, knowing
that you're not alone is soimportant in this journey of
physician entrepreneurship.
And Zach, as we talk about thisbootcamp and it's helping people
from their prelaunch days, Iwould love if you could tell us
(05:57):
a little bit about Hints LaunchDays.
Because again, you guys at Hinthave gone from this membership
management and billing softwareto including education
Absolutely.
Through things like the bootcampas well as Hint Summit that's
coming up August, of this year.
And also you guys thought aboutbringing to market an electronic
(06:17):
health record that is withcontinuous feedback from the
community of its users.
So I would love if you couldjust zoom us back to the
beginning and tell us how we gothere, such that you guys are
bringing more than just softwareto the DPC community.
Zak Holdsworth (06:30):
Yeah, and actually just before I jump in
that Jamie, you may not knowthis, but when we were launching
the, the bootcamp, you wereactually, I think a PI in the
pilot.
Uh, version first one.
Oh, yeah.
And, and actually I, I was, itwas something I've been wanting
to do for a while, so I wasco-creating with a few team
members in part of ourcommunity, but the version you
had was like, pretty rough,honestly compared to where it's
(06:51):
got to since, since that one.
But yeah, thanks for being areally great participant and a
lot of your feedback actuallymade its way back into the, the
new version I knew was great,which I don't have anything to
do with now.
'cause, you know, they likekicked me out of the room once,
once I kind of got it going.
So yeah, but I think, Mario,just to, to answer your
question, when we started thecompany, you know, 12 years ago,
(07:12):
I, so I like to say 10 years.
'cause I, I feel old when I say12, but, me and my co-founder
were, were trying to figure outlike this, the system's so
broken and we were entrepreneurswanting to do something in
healthcare to try to fix thesystem.
And whenever we came across anew idea.
Most of the ideas we had, if youjust play them out, they just
make the system kind of more,it.
(07:33):
It's maybe they slightly improvethe system, but the system's
still compounding at 12% a yearin terms of costs and doctors
getting less and less happy andso on and so forth, right?
Like it it, even without alittle incremental thing, if you
go forward 20 years, the systemjust way more broken and we were
trying to figure out what is aconcept or a problem we can try
to help solve that.
(07:54):
If in theory, if everyone inAmerica ended up with this
thing, it could transform, itactually fundamentally transform
the system from firstprinciples.
And we kept coming back to thissort of renegade group of
doctors that were doing thiskind of.
Very different thing that no onereally understood and, but when
you, and there was like lessthan a hundred of them and it
(08:15):
just like, we kept coming backto it and go, well, it can't be
that.
And then we'd go look atsomething else and then what,
eventually we always just end upcoming back to, wow, if everyone
had this thing right then.
It, it actually wouldfundamentally transform US
healthcare.
And so that became kind ofalmost like our mission is the
power is to help enable andempower this movement, this
(08:37):
direct primary care movement andhelp make it the new standard.
So that became the sort ofrubric for what we do as a
company.
So one of the things astechnologists we're like, okay,
what are, you know, we evaluatewhat tools the doctors were
using and they were usingspreadsheets to like manage
their memberships at the time.
And we're like, well, we couldprobably do better than that.
So we started out with kind ofthe membership management side
of things.
(08:58):
And that could evolved.
You know, our customers got moresophisticated.
They started working withemployers, they started running
networks, they started scaling,you know, just all sorts of
things, but still just down thattrajectory of running and
administering the sort ofbusiness model side of A DPC.
So we spent a bunch of timebuilding that out and we, we are
now, you know, doing, you know,billions of dollars of payments
(09:19):
and, success on that side of thebusiness.
The other thing though is withthat mission of enabling the,
the sort of movement was part ofwhat this movement needs is kind
of venues for inspiration orvenues for like collaboration
venues for shared learning, youknow, for spreading the word of
DPC.
And so that was sort of thefirst Hint summit you know, we
(09:40):
were like, Hey, why don't webring people from our community
together and just sort of seewhat happens, right?
And that became the foundationof now Hint Summit.
we think it's the right thing todo because it helps push forward
the movement.
And I think bootcamp is anotherkind of example of this where we
are like, if we can just, likeJamie said, there's like lots of
checklists and stuff out there,but what I think is.
(10:03):
Much more powerful than achecklist is like the shared
experience and the shared sortof accountability of doing
something with peers.
It's the part of universitythat's actually really valuable.
Where you are learning withother people, right?
As opposed to the actualcontent, you could probably
Google it, right?
It's, it's this sharedexperience and we're like, well,
can we, we've got this, youknow, community, can we help
(10:25):
harness and bring that to thetable?
And we've started with groupsthat are launching, right?
But the vision for community isthat it becomes a place for, you
know, once you've launched aswell, it should be really
valuable and as you continue togrow and so on and so forth.
So I think that's was the, thegenesis for, the Deep Sea Launch
Bootcamp.
And honestly when we launchedit, I was like, I told my team
(10:46):
I'm just gonna launch this.
I'm not even sure if it's gonnawork.
Jamie was then the pilot andpeople loved it.
We're like, cool, let's, let'sactually do it properly now and
like actually scale it up.
So now we're doing a newbootcamp every month.
Right.
Um, and, and it fills upactually as a wait list for it,
which is cool.
And then to maybe to, to get toyour point is around the, the
hint clinical part of the story,which is what we were finding is
(11:09):
historically our strategy hasalways been, um, you know, we do
the billing and administrativeside, but then we integrate with
all these EMR partners and westill actually pursue that
strategy today.
And we are really excited aboutour EMR partners, but what we're
finding is that it was kind ofhard to control our destiny on
that dimension.
'cause there are many, well,some, some, some sort of
(11:33):
technology companies in thespace just are not willing to
partner or not willing tointegrate and.
It sort of was creating a littlebit of a, almost like a us
versus them thing.
And we're like, okay, well what,you know, and it was hard for us
to control our destiny on thatdimension.
So we're like, okay, well, welllet's continue these really
healthy partnerships, but let'salso have an answer to this
(11:53):
problem.
If I'm a DPC that's gettingstarted and wants to succeed,
let's, let's create anintegrated product that's really
easy to use.
And that sort of simplifies theprocess of getting started and
really heavily invest in that,um, with a focus on DPC, right?
Like, so it's exclusive, youknow, sort of really laser sharp
focus on, on DPCs and takefeedback from the community and
(12:14):
continue to iterate thatproduct.
Um, and yeah, that's, and thatwas something that we've been
sort of gently being pushed byour community to do for probably
five years.
And we thought we, we shouldprobably just do that.
And so that's, that's why wemoved into that space.
And so now we're.
Where we are today and you know,is, hasn't always been, you
know, it's smooth.
There's, there's been some upsand downs, but I'm really
(12:34):
excited about where we're at andwhere, um, where the product and
that vision is going.
Maryal Concepcion, MD (12:39):
Zach, can you tell us a little bit more
about how does one get startedwith the Launch Bootcamp, um,
once they have decided topartner with Hint Clinical?
Zak Holdsworth (12:47):
if you're already a Hint user and have a
Hint login, you can just go tocommunity.hint.com, HIN t.com
and inside of there there'll belinks to bootcamp if you're
already in a process with one ofour sales, uh, team members and
you've sort of made contact withHint, if they haven't already
mentioned it, you can just ask,Hey, I'm really interested in
bootcamp, and they'll, they'llmake sure that you make your way
(13:08):
to the right place.
If you're kind of new to Hintand you, you haven't kind of
figured out how to get involved,you can either just go through
our Hint clinical page or thatwe actually have a dedicated
page as well for bootcamp whereyou can go to hint.com/bootcamp.
Uh, and whichever path you go,we'll make sure that you,
you're, you make it into the,the program if you're interested
(13:30):
in it.
Maryal Concepcion, MD (13:30):
And we'll make sure if you are checking
out the blog, uh, accompanyingthis podcast episode, the links
will be there.
So you can click on those andthey'll be in the show notes as
well.
So, Dr.
Baes, I wanna turn to youbecause one of the things that I
think really attracts people tohint clinical in particular is
the all in one solution thatpeople think about, wow, this
(13:51):
can help me with, and I'mwondering if you can fill in
that with blank from yourperspective, because you opened
as a solo doctor, as a personwho had not necessarily been,
you know, opening their ownclinic before, and yet you have
chosen this tool that allows youto do a lot of different things
all in one piece of software.
Jamie Baines (14:11):
Yes.
Um, and.
I didn't even hire a virtualassistant until like two months
ago.
So it was just me with a fullpractice.
And my husband has a, an adifferent job that works full
time.
So he wasn't my secret helper,it was just me.
Okay.
So yes, it's amazing.
Everyone knows that the billingfor Hint is, is like the best
(14:33):
out there.
The automation of that it'scompletely streamlined.
But as you said, I didn't wannalike float between the combo
that people often say of hintfor billing, elation for EHR
Spruce for communications.
And they told me Hey, we areworking on building our EHR and
this is our roadmap.
(14:54):
There had been some roadblocksin it, but.
Each quarter they announcedtheir changes and now those
things are like fullyfunctioning.
Within that system then my EHRis, tagged into my
communications and My textmessaging then is integrated
into the chart.
My patient's email is integratedin chart.
(15:14):
Their billing is integrated intothe chart.
And, and it's cost effective.
'cause I have like one programso let me just go back to the
startup phase in particular.
I quit my job in January.
I created a tentative launchdate of May 1st, it was free
while I did the h Hint communitycohort of like how to set up a
(15:38):
practice still free.
And then the first month wasfree as well.
So that really took a financialburden off my plate where it
felt like I had gone touniversity and I would've paid
like thousands of dollars for acollege credit course to teach
me a business degree.
And it was fun, I was so excitedbecause finally we are
(15:59):
practicing medicine in afunctional way.
Like my doctor friends who, arestill like using Epic and work
in hospital systems, I, I waslike, oh my gosh, you guys look
at this, this patient justtexted me, Hey, I got my same
UTI that I get.
Um, Cipro always works.
Can you send it into my pharmacythat's on file?
(16:20):
And I texted back, yes.
Sending in right now.
That also goes into their chart.
It's documented.
I just pull up the prescribing,send it in their pharmacy's
already on file and done, like,I don't have to write a note
because the text message is thenote and they get a text message
(16:41):
from my dose bot that says Isent the prescription in.
Because in the past I have saidI sent it in and forgot.
Um, but it's confirmed like allthe loops are closed.
And that would've been like, Idon't know, 30 minutes worth of,
of back and forth.
And like all of these questionsand, my, other medicine friends
(17:03):
are like, oh my gosh, I can'tbelieve it.
Like, could be that easy.
Or they were laughing becausethat message.
Wouldn't have gotten to'em tothe next day or they wouldn't
have them on their schedule tothe next day.
Everything would've beenescalated.
Like, I mean, you create yourscenario.
It's just so practical.
Maryal Concepcion, MD (17:16):
I love that.
And I really wanna highlighthere that it really makes a
difference to have A-D-P-C-E-H-Rthat was built by somebody who
understands DPC.
And that person has been on thepodcast, Dr.
Brad Brown, he is the medicalofficer for Hint Health, he has
continued on as it became HintClinical.
And I'm so glad to hear Dr.
(17:38):
Baes, how your experience hasbeen, you know, put in from
dream stage into action and it'saffecting your practice to the
point where you just hired a VAand you are already full.
So, Zach, I would love to hearif you can share with us stuff
that is, coming down thepipeline for future users and
people like Dr.
Baes to use in the future.
Zak Holdsworth (17:57):
When we sort of started working on the EMR
project, we, we quite, as youmentioned, Dr.
Brad, who's now a medicaldirector who acquired their
company.
And there was really promisingstartup that was, you know,
seemed to resonate with thecommunity and we were looking
for a path.
And so that we sort of cametogether there.
And, you know, we, we, I'd saywhen we made that acquisition,
(18:18):
it was a very new product andthere was just a lot of
foundational work that wasrequired to kind of bring it up
to scratch.
In terms of the compliance stuffwe do, the scalability stuff we
do that is kinda userexperience.
The integration with, you know,our core product, uh, the
underlying databases.
And there's just like a ton ofwork that had to go in, which,
you know.
(18:38):
Probably users didn't reallynotice honestly what was
happening.
Right.
Very much in that phase.
And I'd say just because weweren't really doing much
feature, you know, customerfacing features we're more like
shoring up the foundation.
I'd say the, the primary thingI'm excited about right now is
about nine months ago orsomething.
(19:00):
There was a really big pivotfrom more like shoring up the
foundation and kind of fixingsome broken stuff to like
aggressively building newcapabilities that actually I.
Create value for our customersand that are things that our
customers are asking for.
And so one of the big ones, forexample, is like we were using
an, um, an a sort of a partnerthat was, you know, for, for
(19:22):
calendar, for our calendarsystem.
And it just was really, wasn'tworking well.
It was tons of bugs and wecouldn't really control it
because the partner was weak andda da da.
So we actually spent like sixmonths rearchitecting and
rebuilding from scratch that allthat infrastructure so that we
can control that experience in away that we want to Right.
Create this really cleanexperience for our customers.
So, so you know that, that wouldbe sort of one example of
(19:43):
something we replaced thee-prescribed vendor because it
wasn't working out.
We replaced the fax vendor thatwasn't working out.
We replaced the database.
It's just like tons of work wedid, which again, like customers
will have started to see.
But now the stuff I'm excitedabout is, you know, the big
focus this year is overhaulingtwo big parts of the experience.
(20:04):
The first is the communications.
Um, experience.
And I'd say where that startedwas more just making the
existing communication systemlike less, less buggy and just
more functional to be, to dowhat sort of our customer would
expect a comm system to do.
Where we going with that nowthat we control that foundation
(20:25):
is things like the ability to,you know, um, to, to deliver
care within the actual textmessage.
Some of the stuff Jamie justmentioned, how do we, you know,
enhance the collaborationbetween care team members as it
relates to kind of virtualcommunication, things like that.
And what are things we can do tokind of really enhance the.
(20:48):
The sort of connectedness ofbetween communication and the
rest of the charting experienceand the data that sits in, in
our, in our EHR.
So that's one kind of big areaof investment I'm excited about.
The other big area is actuallyoverhauling the charting system.
So we're, again, we, it startedas like quite basic system where
(21:08):
we were hitting with it is likea lot of the work that's just
been done is like replacing alot of the underlying data
structures so that we're able toactually have more structured
data about what's happening inthe charting experience.
Which should enable us to tonsof really interesting and
exciting things in the future.
Um, because we now have a kindof, again, a better foundation
(21:30):
for, for charting.
Um, and you know, things likereporting and data analytics,
things like deeper integrationswith other partners that our
customers are working withwhere, let's say there's a, a
workflow triggered on let's saya vaccine, you know, workflow
for example.
Or, maybe it's a fax workflow orthere's some type of workflow
(21:50):
that's triggered the ability forus to.
Have that data.
When data comes back to hint,put into a structured place and
from there, be able to dointeresting, exciting stuff with
that data.
And so there's a lot of thingsthat that will unlock from a
partnership perspective and froma feature perspective.
I'm really excited about that isfoundational work that's been
going on in the background thatis now sort of coming into the,
(22:13):
the chart.
And then I'd say that the otherthing is that we've really,
really been pushing towards is,is.
A cadence of trying to justrelease small, delightful things
that our customers are askingfor, where it might just be
small, little nitpicky things.
We we're trying to get to a playwe to a place where there's a,
you know, basically we call itcustomer delighters.
(22:34):
We're doing, you know, 10 or 15a month small things.
Uh, which, you know, Jamie'sprobably asked for something in
the past and then like, oh no.
Jamie, have you got an examplesof something you asked for that
just showed up?
I
Jamie Baines (22:45):
was going to say that is one of the things I love
coming from Allscripts, where Ihad to wait on hold to listen to
like a third party help supportoverseas now.
I mean, I know all your supportstaff by like first name and,
and they sometimes like reachout to me and said, Hey, what do
you think about this newupgrade?
Can, uh, tell me, tell me ifthere's anything we should
(23:06):
improve.
And, or, or I'll be like, Hey, Ihave to push this button three
times.
Is this just me or is this abug?
And they'll say, oh, thanks forbringing it to my attention.
We'll get it fixed like next daybutton fixed.
It's, it's unbelievable.
And then I went to the Hint,summit and I was like, oh my
gosh, you're Jennifer with thepH.
(23:29):
Like, because I see their namesand I see their profile.
And I was like, you're Jennifer.
And, and we we're like, it wasso special to like meet the
team, your kt, um, and, and bedirectly involved.
And so they, you know, thatdoesn't happen really anywhere
else.
Um, so if you want to like, makean opinion, an impact or like
(23:53):
control, help control yourdestiny, everything that Zach
was saying, they maketransparent and they ask our
opinion every step on the alongthe way.
And if you don't want to, ifthat's not your goal, you can
just float and reap, reap thebenefits.
But like as probably most type ahigh achieving doctors, uh, I
like to give my opinion and havea preferred workflow and
(24:16):
structure and they actually likeaccommodate that.
And it'll even go one stepfurther.
Okay, so I've only been here fora year and two months.
I went to the, um, the HintSummit by myself, didn't really
know anybody.
And I, I like everyone you canto go up to everyone.
I like went up to Zach and I waslike, hi, I have this idea.
(24:40):
I'd like to like collaboratewith some other people about
workflows.
Um, do, do you think we could dothis?
And he was like, absolutely,like, connected me the next day
and started a, and like createdan event, uh, uh, a web webinar,
um, with the hint support stafffor me to like present my idea
(25:03):
and get help.
Um, so that, that like doesn'thappen anywhere else.
I know.
Yeah.
One, one of the reallyinteresting examples of this
playing out was, you know, wewere doing, as I mentioned, we
were doing some work around, um,kind of.
Re-architecting the, thecharting experience.
And, and so, and part of thatwas just like redesigning the
(25:25):
interface.
And so we did interviews withdozens of doctors and every
single one of them wanted adifferent thing, like, and we're
like, oh my God, what's going onright now?
And so what that manifested asis actually the team is like,
you know what we need to putpause on.
We actually need to make asystem that allows the doctor to
(25:46):
have what they want.
So I don't know if you can kindof see this, but, so what we
actually launched was, oh, Idon't if I can screen share, but
was the ability to.
Oh yeah, I can, I canscreenshot.
Okay.
Yeah.
Cool.
So what we did is we actually,what we ended up launching is
the ability for every doctor tohave the chart the way they want
it, where they can just dowhatever they want and like that
(26:10):
we launched that feature andthere's a bunch of other stuff
you can kind of do here and youcan add stuff, remove stuff.
I want to kind of turn this intoa demo, but what we found is we
launched that feature and thenwithin like 24 hours, it was
like 90% adopted or something.
Because again, like thatfeedback from the customers
about like what is, whatauthentically they need to like
improve their lives.
(26:30):
And again, like we, we reallywere resisting the temptation.
Like we're not gonna buildsomething that we're not gonna
build something that allowsanyone to do anything they want.
But almost a hundred percent ofpeople were like, this is what
we want.
So we're like, okay, well maybewe actually do have to do that.
So that actually pivoted ourroadmap.
Like we were about to buildsomething else.
Like we had designs, we had likecode of, we were in a position,
(26:51):
we were actually about to startcutting code and we actually
stopped and then launched thisbefore we did the stuff we were
trying to do.
So that was like a really fastpivot around feedback.
We were getting consistentfeedback from the community.
And that's, I think, the benefitof having such a focused
community because a lot of thefeedback you get is consistent
and people want.
The same stuff basically.
Right?
There's, and there's just, theproblem always is you have more
(27:13):
stuff to do than everyonecombined wants.
So we are going through it asquickly as we can.
Um, but that's, that's one ofthe things I'm really excited
about is being able to, topartner with the community in
this way.
Maryal Concepcion, MD (27:25):
I love that.
In closing here, Dr.
Bes, I would love if you couldshare with us how you're going
to use Hink clinical as youbring on this new doctor in
October.
And as you bring on potentiallyanother in the future
Jamie Baines (27:37):
yes.
Okay.
So I did a lot of thinking aboutthis.
'cause as Zach says, like eachdirect primary care.
Office is, is really differentand functions different.
And while some people bring on,like mid-levels or, and, and
share their patients, I decidedwe are having very independent,
unique, different practiceswhere there's not a lot of, of
(27:58):
sharing of patients.
So we decided that the best waywas to open another account.
So they said, okay, if, if youwant to see everything and have
everything grouped as onepractice, open it within this
way.
But we're opening two accountsso that we can, keep our faxes
separate, keep our text messagesseparate, keep our, our phone
(28:19):
line separate, and then log inas guests to the other persons.
And then consequently.
It's free while I'm preparing.
So for the next four or fivemonths, I'll load in like all
the dot phrases, all like andset.
'cause I've, I've already donethis.
I don't need to like reinventthe wheel again.
I just had to identify what Ineeded, what I wanted, and they
(28:41):
directed me what works best forme.
Zak Holdsworth (28:43):
On that point, I think one of the things that we
have, I'd say.
Tried to kind of instill intoour ethos at Hint.
As you know, there is a lot ofcommonality with DPC for sure,
especially in this sort of the,the underlying principles and
the sort of why.
(29:03):
But what we've seen in practicethough, is there's just like a
lot of different variability inhow different clinics operate.
And so as a kind of a technologycompany, we've tried our best to
enable the system to have theflexibility to operate the way
that they, that you want tooperate as opposed to being
(29:24):
prescriptive, like, this is howyou need to use the system.
And that, I will say that likeoperating that way does increase
the cost of development, right?
Like it is harder to build atechnology platform that is.
Flexible, but also simple andeasy to use and can be used in
many different ways like that,that actually just can introduce
complexity.
But I think it has been you,it's it's harder to do if you
(29:47):
wanna also make the systemsimple to use.
Right?
So there's a sort of a set oftrade offs there.
And that's one of the thingsthat we've been, you know,
we've, we've tried to keep inthe front of our mind.
It's like, it's not, we are notthe innovator here.
We are the enabler of theinnovator.
So like we, we kind of trying toplay that, that role in the
ecosystem, if you will.
Jamie Baines (30:07):
Yeah, I, I, I, I had trouble explaining it, but
basically I had to identify whatI needed and what I wanted and
what worked best for mypractice.
And, and, and that was notsharing texts, not sharing
faxes, not sharing emails, andlike, have essentially two
different systems.
And, and then you told me, okay,this is what you need to do
(30:29):
where, there are just differentstyles and, and I kind of
thinking was like who I, I Ithought a lot of practices would
be similar.
It turns out they're not.
Zak Holdsworth (30:39):
Yeah.
And you are actually leveragingone of the capabilities that
allows, fully and separatedinstances.
We've built features that allowyou to maintain a single login
so you don't have to, you know,log into many, many different
systems and have many differentpasswords.
So that kind of improvessecurity as well.
But yeah, there, there are otherways to, around like, you know,
(31:00):
a lot of the time you just add aclinician and there's sort of
permission stuff that you can dothat sort of gates information
or whatever.
But yeah, flexibility I thinkis, is kind of one of the keys.
So,
Maryal Concepcion, MD (31:09):
well, I am so grateful to both of you
and Dr.
Baes.
I really loved how you aredreaming and implementing that
dream and I, I just really thinkthat it important for people to
think about when they're usingan EHR, when they're partnering
with different solutions outthere to think about where is
your clinic today?
Where do you want your clinic tobe in five years?
(31:31):
And having a tool that is nimbleand flexible enough to help you
get there.
It's amazing.
So thank you guys so much bothfor being on the podcast today,
and I look forward to seeingboth of you at Hint Summit.
Zak Holdsworth (31:41):
Yeah.
And I'll just close out bysaying, you know, Jamie, she's
just really engaged and like,uh, excited about what we're
doing at Hint and, and justreally positive and, and maybe
just an invitation to, to, yeah.
Jamie Baines (31:52):
Yeah.
More people.
I'm looking for friends.
Zak Holdsworth (31:54):
yeah.
You have some subset of peoplethat are really active and, and
a lot of people watching what'shappening.
We're please, you know, engage.
Like, we love connecting withpeople.
We love feedback.
A lot of what we end up buildingis based on the feedback of the
most passionate people in ourcommunity.
So if you, if you haveperspective and you want to be
involved, like please do let usknow.
'cause, like Jamie said, we liveto support, you know, this
(32:16):
community.
I'm
Jamie Baines (32:16):
looking for friends and colleagues and
like-minded people who also wantto participate and engage that's
what's really special aboutthis.
And, and that's why, um, I'mhere.
Welcome everybody to the special edition
(00:02):
of my DPC story.
I'm super excited to bereturning to the mic with Zach
Holdsworth, the CEO andco-founder of Hint Health.
But also today we have a newvoice in the podcast.
And that voice is from Dr.
Jamie Baes.
She's a do, and she is founderof Kite Dream Care.
Now, something to note about Dr.
Bain's practice is that she onlyopened a year and two months
(00:24):
ago, and yet she has a fullpractice, a waiting list of 40
people, and she has alreadybrought on her next doc coming,
this fall, and she is alsolooking to potentially hire for
the summer.
So definitely keep your earsopen as you hear Dr.
Bain's story.
And Zach, thank you again somuch for coming back on the
podcast as we have talked aboutmany a time and I continue to
(00:45):
talk about, hint has beensupporting.
As a company and as the peoplewithin the company, the DPC
movement, since the first daythat you guys opened, you really
started with, something that washelping us as DPC physicians
have a tool that helps us, bebasically an administrative
assistant and more helping uskeep track of the finances and
our memberships.
(01:05):
The mission started with that,and it has continued to grow.
And we're going to be focusingon how Hint has grown as a
company and how Hint clinical inparticular has helped people
like Dr.
Bas open and be so successful atpracticing DPC.
So thank you again so much bothfor joining us today.
Zak Holdsworth (01:22):
Thanks for having us.
Jamie Baines (01:24):
Yes, agreed.
Maryal Concepcion, MD (01:25):
Awesome.
So, Dr.
Baes, I wanna go back to theopening days of your practice
because, I'm wondering if youcan share with us what was your
experience opening your ownmedical practice.
Jamie Baines (01:38):
Sure.
Well, I, I mean, it is scary toopen your own practice.
I had reached a point in my lifewhere I felt like I, I practiced
for 10 years at my group of fourand three years before that I
lived and practiced in myhometown.
And it was just becomingimpossible to service the level
that I needed.
I was seeing 30 patients a dayand, and squeezing everybody in,
(02:02):
worked every third Saturday.
I mean, we were really, I stilldid inpatient on newborns and
peds, and so it was familypractice as you imagined it, but
in a time where it didn't work.
Like the story of most people, Iwas really burnt out.
I was struggling.
I, I, I, it, it was tough.
And I had been thinking about itfor many years and it got to the
(02:24):
point where one day that was thenext choice for me.
I think actually maybe thehardest part is like the risk of
leaving.
I, I was afraid to tell mypatients.
I mean, at that point I'd beenwith many of'em for 10 years,
and my coworkers and mycolleagues and the other doctors
in my practice to leave wasreally scary and, almost for me,
(02:46):
harder than, setting up apractice.
And so I started looking around,and looking at EHRs and, came
through, DPC groups just cameacross Hint, had meet and greet
with them and they really toldme like, Hey, we have this great
cohort, bootcamp program where.
(03:08):
It's a pre-enrollment programwhere for 12 weeks we train you
and teach you and prepare you toopen a direct primary care
practice.
And I was like, wow, okay.
I, because I don't really knowhow I, I finally found the
courage to, to leave.
And now, and at this point youkind of, you're like, okay, I
(03:29):
can, I can learn things.
And more importantly, like I'mwith a cohort who's doing the
exact same thing at the exactsame time, and beyond like.
How to choose a location, howto, uh, like find a lawyer, how
to write a contract.
All those, like they've startedwith like, what is your why?
(03:50):
And that really was impactful tome because really like every
decision later when you're stuckand you're trying to make a a
big growth decision, it comesback to like, what is your why?
And, is this moving in thatdirection?
so it started with thatfoundation, identifying that,
like mapping your vision andthen getting into the logistics,
(04:11):
which, where, you know, beyondit presented in a really
creative way beyond, oh, likethis checklist.
I can, I mean, I can read achecklist.
There are plenty of checklistson the internet or ai, but when
they pair it with like inspiringpodcasts and other people
chiming in, in like a weeklygroup meeting, it, it was just
(04:31):
really helpful.
that got me going.
And, and then you can bounceyour energy off of the other new
people and bounce your energyand your fears and your, your,
or there's just so much emotion.
That was what I was feeling thefirst couple weeks.
And then in the launch, by thattime, I've, I had already gone
through 12 weeks of all thesteps, collaborating with other
(04:56):
people, asking my questions.
The launch kind of was okay.
I mean, to, in the journey ofanything great, there are ups
and downs.
And when my furniture didn'tcome in and I was open, that was
a down.
But patients understand, likeyou just tell your journey.
You tell your story, you saylike, I'm trying something new
(05:16):
that I've always wanted to doand I've always wanted to
practice medicine in this way.
And I can practice medicinewithout furniture.
I can practice medicine withouta space and they're fine.
Zak Holdsworth (05:27):
It humanizes you as a doctor.
Jamie Baines (05:28):
Yeah.
Zak Holdsworth (05:29):
If you don't have furniture and, and you
explain the story and the why, Ithink it's actually really cool.
Maryal Concepcion, MD (05:34):
Yeah, I totally agree.
And I just, I really love that.
This podcast is called my DPCstory because I really think
that it is through findingpeople and connecting with
people, even if it's justhearing their stories, knowing
that you're not alone is soimportant in this journey of
physician entrepreneurship.
And Zach, as we talk about thisbootcamp and it's helping people
from their prelaunch days, Iwould love if you could tell us
(05:57):
a little bit about Hints LaunchDays.
Because again, you guys at Hinthave gone from this membership
management and billing softwareto including education
Absolutely.
Through things like the bootcampas well as Hint Summit that's
coming up August, of this year.
And also you guys thought aboutbringing to market an electronic
(06:17):
health record that is withcontinuous feedback from the
community of its users.
So I would love if you couldjust zoom us back to the
beginning and tell us how we gothere, such that you guys are
bringing more than just softwareto the DPC community.
Zak Holdsworth (06:30):
Yeah, and actually just before I jump in
that Jamie, you may not knowthis, but when we were launching
the, the bootcamp, you wereactually, I think a PI in the
pilot.
Uh, version first one.
Oh, yeah.
And, and actually I, I was, itwas something I've been wanting
to do for a while, so I wasco-creating with a few team
members in part of ourcommunity, but the version you
had was like, pretty rough,honestly compared to where it's
(06:51):
got to since, since that one.
But yeah, thanks for being areally great participant and a
lot of your feedback actuallymade its way back into the, the
new version I knew was great,which I don't have anything to
do with now.
'cause, you know, they likekicked me out of the room once,
once I kind of got it going.
So yeah, but I think, Mario,just to, to answer your
question, when we started thecompany, you know, 12 years ago,
(07:12):
I, so I like to say 10 years.
'cause I, I feel old when I say12, but, me and my co-founder
were, were trying to figure outlike this, the system's so
broken and we were entrepreneurswanting to do something in
healthcare to try to fix thesystem.
And whenever we came across anew idea.
Most of the ideas we had, if youjust play them out, they just
make the system kind of more,it.
(07:33):
It's maybe they slightly improvethe system, but the system's
still compounding at 12% a yearin terms of costs and doctors
getting less and less happy andso on and so forth, right?
Like it it, even without alittle incremental thing, if you
go forward 20 years, the systemjust way more broken and we were
trying to figure out what is aconcept or a problem we can try
to help solve that.
(07:54):
If in theory, if everyone inAmerica ended up with this
thing, it could transform, itactually fundamentally transform
the system from firstprinciples.
And we kept coming back to thissort of renegade group of
doctors that were doing thiskind of.
Very different thing that no onereally understood and, but when
you, and there was like lessthan a hundred of them and it
(08:15):
just like, we kept coming backto it and go, well, it can't be
that.
And then we'd go look atsomething else and then what,
eventually we always just end upcoming back to, wow, if everyone
had this thing right then.
It, it actually wouldfundamentally transform US
healthcare.
And so that became kind ofalmost like our mission is the
power is to help enable andempower this movement, this
(08:37):
direct primary care movement andhelp make it the new standard.
So that became the sort ofrubric for what we do as a
company.
So one of the things astechnologists we're like, okay,
what are, you know, we evaluatewhat tools the doctors were
using and they were usingspreadsheets to like manage
their memberships at the time.
And we're like, well, we couldprobably do better than that.
So we started out with kind ofthe membership management side
of things.
(08:58):
And that could evolved.
You know, our customers got moresophisticated.
They started working withemployers, they started running
networks, they started scaling,you know, just all sorts of
things, but still just down thattrajectory of running and
administering the sort ofbusiness model side of A DPC.
So we spent a bunch of timebuilding that out and we, we are
now, you know, doing, you know,billions of dollars of payments
(09:19):
and, success on that side of thebusiness.
The other thing though is withthat mission of enabling the,
the sort of movement was part ofwhat this movement needs is kind
of venues for inspiration orvenues for like collaboration
venues for shared learning, youknow, for spreading the word of
DPC.
And so that was sort of thefirst Hint summit you know, we
(09:40):
were like, Hey, why don't webring people from our community
together and just sort of seewhat happens, right?
And that became the foundationof now Hint Summit.
we think it's the right thing todo because it helps push forward
the movement.
And I think bootcamp is anotherkind of example of this where we
are like, if we can just, likeJamie said, there's like lots of
checklists and stuff out there,but what I think is.
(10:03):
Much more powerful than achecklist is like the shared
experience and the shared sortof accountability of doing
something with peers.
It's the part of universitythat's actually really valuable.
Where you are learning withother people, right?
As opposed to the actualcontent, you could probably
Google it, right?
It's, it's this sharedexperience and we're like, well,
can we, we've got this, youknow, community, can we help
(10:25):
harness and bring that to thetable?
And we've started with groupsthat are launching, right?
But the vision for community isthat it becomes a place for, you
know, once you've launched aswell, it should be really
valuable and as you continue togrow and so on and so forth.
So I think that's was the, thegenesis for, the Deep Sea Launch
Bootcamp.
And honestly when we launchedit, I was like, I told my team
(10:46):
I'm just gonna launch this.
I'm not even sure if it's gonnawork.
Jamie was then the pilot andpeople loved it.
We're like, cool, let's, let'sactually do it properly now and
like actually scale it up.
So now we're doing a newbootcamp every month.
Right.
Um, and, and it fills upactually as a wait list for it,
which is cool.
And then to maybe to, to get toyour point is around the, the
hint clinical part of the story,which is what we were finding is
(11:09):
historically our strategy hasalways been, um, you know, we do
the billing and administrativeside, but then we integrate with
all these EMR partners and westill actually pursue that
strategy today.
And we are really excited aboutour EMR partners, but what we're
finding is that it was kind ofhard to control our destiny on
that dimension.
'cause there are many, well,some, some, some sort of
(11:33):
technology companies in thespace just are not willing to
partner or not willing tointegrate and.
It sort of was creating a littlebit of a, almost like a us
versus them thing.
And we're like, okay, well what,you know, and it was hard for us
to control our destiny on thatdimension.
So we're like, okay, well, welllet's continue these really
healthy partnerships, but let'salso have an answer to this
(11:53):
problem.
If I'm a DPC that's gettingstarted and wants to succeed,
let's, let's create anintegrated product that's really
easy to use.
And that sort of simplifies theprocess of getting started and
really heavily invest in that,um, with a focus on DPC, right?
Like, so it's exclusive, youknow, sort of really laser sharp
focus on, on DPCs and takefeedback from the community and
(12:14):
continue to iterate thatproduct.
Um, and yeah, that's, and thatwas something that we've been
sort of gently being pushed byour community to do for probably
five years.
And we thought we, we shouldprobably just do that.
And so that's, that's why wemoved into that space.
And so now we're.
Where we are today and you know,is, hasn't always been, you
know, it's smooth.
There's, there's been some upsand downs, but I'm really
(12:34):
excited about where we're at andwhere, um, where the product and
that vision is going.
Maryal Concepcion, MD (12:39):
Zach, can you tell us a little bit more
about how does one get startedwith the Launch Bootcamp, um,
once they have decided topartner with Hint Clinical?
Zak Holdsworth (12:47):
if you're already a Hint user and have a
Hint login, you can just go tocommunity.hint.com, HIN t.com
and inside of there there'll belinks to bootcamp if you're
already in a process with one ofour sales, uh, team members and
you've sort of made contact withHint, if they haven't already
mentioned it, you can just ask,Hey, I'm really interested in
bootcamp, and they'll, they'llmake sure that you make your way
(13:08):
to the right place.
If you're kind of new to Hintand you, you haven't kind of
figured out how to get involved,you can either just go through
our Hint clinical page or thatwe actually have a dedicated
page as well for bootcamp whereyou can go to hint.com/bootcamp.
Uh, and whichever path you go,we'll make sure that you,
you're, you make it into the,the program if you're interested
(13:30):
in it.
Maryal Concepcion, MD (13:30):
And we'll make sure if you are checking
out the blog, uh, accompanyingthis podcast episode, the links
will be there.
So you can click on those andthey'll be in the show notes as
well.
So, Dr.
Baes, I wanna turn to youbecause one of the things that I
think really attracts people tohint clinical in particular is
the all in one solution thatpeople think about, wow, this
(13:51):
can help me with, and I'mwondering if you can fill in
that with blank from yourperspective, because you opened
as a solo doctor, as a personwho had not necessarily been,
you know, opening their ownclinic before, and yet you have
chosen this tool that allows youto do a lot of different things
all in one piece of software.
Jamie Baines (14:11):
Yes.
Um, and.
I didn't even hire a virtualassistant until like two months
ago.
So it was just me with a fullpractice.
And my husband has a, an adifferent job that works full
time.
So he wasn't my secret helper,it was just me.
Okay.
So yes, it's amazing.
Everyone knows that the billingfor Hint is, is like the best
(14:33):
out there.
The automation of that it'scompletely streamlined.
But as you said, I didn't wannalike float between the combo
that people often say of hintfor billing, elation for EHR
Spruce for communications.
And they told me Hey, we areworking on building our EHR and
this is our roadmap.
(14:54):
There had been some roadblocksin it, but.
Each quarter they announcedtheir changes and now those
things are like fullyfunctioning.
Within that system then my EHRis, tagged into my
communications and My textmessaging then is integrated
into the chart.
My patient's email is integratedin chart.
(15:14):
Their billing is integrated intothe chart.
And, and it's cost effective.
'cause I have like one programso let me just go back to the
startup phase in particular.
I quit my job in January.
I created a tentative launchdate of May 1st, it was free
while I did the h Hint communitycohort of like how to set up a
(15:38):
practice still free.
And then the first month wasfree as well.
So that really took a financialburden off my plate where it
felt like I had gone touniversity and I would've paid
like thousands of dollars for acollege credit course to teach
me a business degree.
And it was fun, I was so excitedbecause finally we are
(15:59):
practicing medicine in afunctional way.
Like my doctor friends who, arestill like using Epic and work
in hospital systems, I, I waslike, oh my gosh, you guys look
at this, this patient justtexted me, Hey, I got my same
UTI that I get.
Um, Cipro always works.
Can you send it into my pharmacythat's on file?
(16:20):
And I texted back, yes.
Sending in right now.
That also goes into their chart.
It's documented.
I just pull up the prescribing,send it in their pharmacy's
already on file and done, like,I don't have to write a note
because the text message is thenote and they get a text message
(16:41):
from my dose bot that says Isent the prescription in.
Because in the past I have saidI sent it in and forgot.
Um, but it's confirmed like allthe loops are closed.
And that would've been like, Idon't know, 30 minutes worth of,
of back and forth.
And like all of these questionsand, my, other medicine friends
(17:03):
are like, oh my gosh, I can'tbelieve it.
Like, could be that easy.
Or they were laughing becausethat message.
Wouldn't have gotten to'em tothe next day or they wouldn't
have them on their schedule tothe next day.
Everything would've beenescalated.
Like, I mean, you create yourscenario.
It's just so practical.
Maryal Concepcion, MD (17:16):
I love that.
And I really wanna highlighthere that it really makes a
difference to have A-D-P-C-E-H-Rthat was built by somebody who
understands DPC.
And that person has been on thepodcast, Dr.
Brad Brown, he is the medicalofficer for Hint Health, he has
continued on as it became HintClinical.
And I'm so glad to hear Dr.
(17:38):
Baes, how your experience hasbeen, you know, put in from
dream stage into action and it'saffecting your practice to the
point where you just hired a VAand you are already full.
So, Zach, I would love to hearif you can share with us stuff
that is, coming down thepipeline for future users and
people like Dr.
Baes to use in the future.
Zak Holdsworth (17:57):
When we sort of started working on the EMR
project, we, we quite, as youmentioned, Dr.
Brad, who's now a medicaldirector who acquired their
company.
And there was really promisingstartup that was, you know,
seemed to resonate with thecommunity and we were looking
for a path.
And so that we sort of cametogether there.
And, you know, we, we, I'd saywhen we made that acquisition,
(18:18):
it was a very new product andthere was just a lot of
foundational work that wasrequired to kind of bring it up
to scratch.
In terms of the compliance stuffwe do, the scalability stuff we
do that is kinda userexperience.
The integration with, you know,our core product, uh, the
underlying databases.
And there's just like a ton ofwork that had to go in, which,
you know.
(18:38):
Probably users didn't reallynotice honestly what was
happening.
Right.
Very much in that phase.
And I'd say just because weweren't really doing much
feature, you know, customerfacing features we're more like
shoring up the foundation.
I'd say the, the primary thingI'm excited about right now is
about nine months ago orsomething.
(19:00):
There was a really big pivotfrom more like shoring up the
foundation and kind of fixingsome broken stuff to like
aggressively building newcapabilities that actually I.
Create value for our customersand that are things that our
customers are asking for.
And so one of the big ones, forexample, is like we were using
an, um, an a sort of a partnerthat was, you know, for, for
(19:22):
calendar, for our calendarsystem.
And it just was really, wasn'tworking well.
It was tons of bugs and wecouldn't really control it
because the partner was weak andda da da.
So we actually spent like sixmonths rearchitecting and
rebuilding from scratch that allthat infrastructure so that we
can control that experience in away that we want to Right.
Create this really cleanexperience for our customers.
So, so you know that, that wouldbe sort of one example of
(19:43):
something we replaced thee-prescribed vendor because it
wasn't working out.
We replaced the fax vendor thatwasn't working out.
We replaced the database.
It's just like tons of work wedid, which again, like customers
will have started to see.
But now the stuff I'm excitedabout is, you know, the big
focus this year is overhaulingtwo big parts of the experience.
(20:04):
The first is the communications.
Um, experience.
And I'd say where that startedwas more just making the
existing communication systemlike less, less buggy and just
more functional to be, to dowhat sort of our customer would
expect a comm system to do.
Where we going with that nowthat we control that foundation
(20:25):
is things like the ability to,you know, um, to, to deliver
care within the actual textmessage.
Some of the stuff Jamie justmentioned, how do we, you know,
enhance the collaborationbetween care team members as it
relates to kind of virtualcommunication, things like that.
And what are things we can do tokind of really enhance the.
(20:48):
The sort of connectedness ofbetween communication and the
rest of the charting experienceand the data that sits in, in
our, in our EHR.
So that's one kind of big areaof investment I'm excited about.
The other big area is actuallyoverhauling the charting system.
So we're, again, we, it startedas like quite basic system where
(21:08):
we were hitting with it is likea lot of the work that's just
been done is like replacing alot of the underlying data
structures so that we're able toactually have more structured
data about what's happening inthe charting experience.
Which should enable us to tonsof really interesting and
exciting things in the future.
Um, because we now have a kindof, again, a better foundation
(21:30):
for, for charting.
Um, and you know, things likereporting and data analytics,
things like deeper integrationswith other partners that our
customers are working withwhere, let's say there's a, a
workflow triggered on let's saya vaccine, you know, workflow
for example.
Or, maybe it's a fax workflow orthere's some type of workflow
(21:50):
that's triggered the ability forus to.
Have that data.
When data comes back to hint,put into a structured place and
from there, be able to dointeresting, exciting stuff with
that data.
And so there's a lot of thingsthat that will unlock from a
partnership perspective and froma feature perspective.
I'm really excited about that isfoundational work that's been
going on in the background thatis now sort of coming into the,
(22:13):
the chart.
And then I'd say that the otherthing is that we've really,
really been pushing towards is,is.
A cadence of trying to justrelease small, delightful things
that our customers are askingfor, where it might just be
small, little nitpicky things.
We we're trying to get to a playwe to a place where there's a,
you know, basically we call itcustomer delighters.
(22:34):
We're doing, you know, 10 or 15a month small things.
Uh, which, you know, Jamie'sprobably asked for something in
the past and then like, oh no.
Jamie, have you got an examplesof something you asked for that
just showed up?
I
Jamie Baines (22:45):
was going to say that is one of the things I love
coming from Allscripts, where Ihad to wait on hold to listen to
like a third party help supportoverseas now.
I mean, I know all your supportstaff by like first name and,
and they sometimes like reachout to me and said, Hey, what do
you think about this newupgrade?
Can, uh, tell me, tell me ifthere's anything we should
(23:06):
improve.
And, or, or I'll be like, Hey, Ihave to push this button three
times.
Is this just me or is this abug?
And they'll say, oh, thanks forbringing it to my attention.
We'll get it fixed like next daybutton fixed.
It's, it's unbelievable.
And then I went to the Hint,summit and I was like, oh my
gosh, you're Jennifer with thepH.
(23:29):
Like, because I see their namesand I see their profile.
And I was like, you're Jennifer.
And, and we we're like, it wasso special to like meet the
team, your kt, um, and, and bedirectly involved.
And so they, you know, thatdoesn't happen really anywhere
else.
Um, so if you want to like, makean opinion, an impact or like
(23:53):
control, help control yourdestiny, everything that Zach
was saying, they maketransparent and they ask our
opinion every step on the alongthe way.
And if you don't want to, ifthat's not your goal, you can
just float and reap, reap thebenefits.
But like as probably most type ahigh achieving doctors, uh, I
like to give my opinion and havea preferred workflow and
(24:16):
structure and they actually likeaccommodate that.
And it'll even go one stepfurther.
Okay, so I've only been here fora year and two months.
I went to the, um, the HintSummit by myself, didn't really
know anybody.
And I, I like everyone you canto go up to everyone.
I like went up to Zach and I waslike, hi, I have this idea.
(24:40):
I'd like to like collaboratewith some other people about
workflows.
Um, do, do you think we could dothis?
And he was like, absolutely,like, connected me the next day
and started a, and like createdan event, uh, uh, a web webinar,
um, with the hint support stafffor me to like present my idea
(25:03):
and get help.
Um, so that, that like doesn'thappen anywhere else.
I know.
Yeah.
One, one of the reallyinteresting examples of this
playing out was, you know, wewere doing, as I mentioned, we
were doing some work around, um,kind of.
Re-architecting the, thecharting experience.
And, and so, and part of thatwas just like redesigning the
(25:25):
interface.
And so we did interviews withdozens of doctors and every
single one of them wanted adifferent thing, like, and we're
like, oh my God, what's going onright now?
And so what that manifested asis actually the team is like,
you know what we need to putpause on.
We actually need to make asystem that allows the doctor to
(25:46):
have what they want.
So I don't know if you can kindof see this, but, so what we
actually launched was, oh, Idon't if I can screen share, but
was the ability to.
Oh yeah, I can, I canscreenshot.
Okay.
Yeah.
Cool.
So what we did is we actually,what we ended up launching is
the ability for every doctor tohave the chart the way they want
it, where they can just dowhatever they want and like that
(26:10):
we launched that feature andthere's a bunch of other stuff
you can kind of do here and youcan add stuff, remove stuff.
I want to kind of turn this intoa demo, but what we found is we
launched that feature and thenwithin like 24 hours, it was
like 90% adopted or something.
Because again, like thatfeedback from the customers
about like what is, whatauthentically they need to like
improve their lives.
(26:30):
And again, like we, we reallywere resisting the temptation.
Like we're not gonna buildsomething that we're not gonna
build something that allowsanyone to do anything they want.
But almost a hundred percent ofpeople were like, this is what
we want.
So we're like, okay, well maybewe actually do have to do that.
So that actually pivoted ourroadmap.
Like we were about to buildsomething else.
Like we had designs, we had likecode of, we were in a position,
(26:51):
we were actually about to startcutting code and we actually
stopped and then launched thisbefore we did the stuff we were
trying to do.
So that was like a really fastpivot around feedback.
We were getting consistentfeedback from the community.
And that's, I think, the benefitof having such a focused
community because a lot of thefeedback you get is consistent
and people want.
The same stuff basically.
Right?
There's, and there's just, theproblem always is you have more
(27:13):
stuff to do than everyonecombined wants.
So we are going through it asquickly as we can.
Um, but that's, that's one ofthe things I'm really excited
about is being able to, topartner with the community in
this way.
Maryal Concepcion, MD (27:25):
I love that.
In closing here, Dr.
Bes, I would love if you couldshare with us how you're going
to use Hink clinical as youbring on this new doctor in
October.
And as you bring on potentiallyanother in the future
Jamie Baines (27:37):
yes.
Okay.
So I did a lot of thinking aboutthis.
'cause as Zach says, like eachdirect primary care.
Office is, is really differentand functions different.
And while some people bring on,like mid-levels or, and, and
share their patients, I decidedwe are having very independent,
unique, different practiceswhere there's not a lot of, of
(27:58):
sharing of patients.
So we decided that the best waywas to open another account.
So they said, okay, if, if youwant to see everything and have
everything grouped as onepractice, open it within this
way.
But we're opening two accountsso that we can, keep our faxes
separate, keep our text messagesseparate, keep our, our phone
(28:19):
line separate, and then log inas guests to the other persons.
And then consequently.
It's free while I'm preparing.
So for the next four or fivemonths, I'll load in like all
the dot phrases, all like andset.
'cause I've, I've already donethis.
I don't need to like reinventthe wheel again.
I just had to identify what Ineeded, what I wanted, and they
(28:41):
directed me what works best forme.
Zak Holdsworth (28:43):
On that point, I think one of the things that we
have, I'd say.
Tried to kind of instill intoour ethos at Hint.
As you know, there is a lot ofcommonality with DPC for sure,
especially in this sort of the,the underlying principles and
the sort of why.
(29:03):
But what we've seen in practicethough, is there's just like a
lot of different variability inhow different clinics operate.
And so as a kind of a technologycompany, we've tried our best to
enable the system to have theflexibility to operate the way
that they, that you want tooperate as opposed to being
(29:24):
prescriptive, like, this is howyou need to use the system.
And that, I will say that likeoperating that way does increase
the cost of development, right?
Like it is harder to build atechnology platform that is.
Flexible, but also simple andeasy to use and can be used in
many different ways like that,that actually just can introduce
complexity.
But I think it has been you,it's it's harder to do if you
(29:47):
wanna also make the systemsimple to use.
Right?
So there's a sort of a set oftrade offs there.
And that's one of the thingsthat we've been, you know,
we've, we've tried to keep inthe front of our mind.
It's like, it's not, we are notthe innovator here.
We are the enabler of theinnovator.
So like we, we kind of trying toplay that, that role in the
ecosystem, if you will.
Jamie Baines (30:07):
Yeah, I, I, I, I had trouble explaining it, but
basically I had to identify whatI needed and what I wanted and
what worked best for mypractice.
And, and, and that was notsharing texts, not sharing
faxes, not sharing emails, andlike, have essentially two
different systems.
And, and then you told me, okay,this is what you need to do
(30:29):
where, there are just differentstyles and, and I kind of
thinking was like who I, I Ithought a lot of practices would
be similar.
It turns out they're not.
Zak Holdsworth (30:39):
Yeah.
And you are actually leveragingone of the capabilities that
allows, fully and separatedinstances.
We've built features that allowyou to maintain a single login
so you don't have to, you know,log into many, many different
systems and have many differentpasswords.
So that kind of improvessecurity as well.
But yeah, there, there are otherways to, around like, you know,
(31:00):
a lot of the time you just add aclinician and there's sort of
permission stuff that you can dothat sort of gates information
or whatever.
But yeah, flexibility I thinkis, is kind of one of the keys.
So,
Maryal Concepcion, MD (31:09):
well, I am so grateful to both of you
and Dr.
Baes.
I really loved how you aredreaming and implementing that
dream and I, I just really thinkthat it important for people to
think about when they're usingan EHR, when they're partnering
with different solutions outthere to think about where is
your clinic today?
Where do you want your clinic tobe in five years?
(31:31):
And having a tool that is nimbleand flexible enough to help you
get there.
It's amazing.
So thank you guys so much bothfor being on the podcast today,
and I look forward to seeingboth of you at Hint Summit.
Zak Holdsworth (31:41):
Yeah.
And I'll just close out bysaying, you know, Jamie, she's
just really engaged and like,uh, excited about what we're
doing at Hint and, and justreally positive and, and maybe
just an invitation to, to, yeah.
Jamie Baines (31:52):
Yeah.
More people.
I'm looking for friends.
Zak Holdsworth (31:54):
yeah.
You have some subset of peoplethat are really active and, and
a lot of people watching what'shappening.
We're please, you know, engage.
Like, we love connecting withpeople.
We love feedback.
A lot of what we end up buildingis based on the feedback of the
most passionate people in ourcommunity.
So if you, if you haveperspective and you want to be
involved, like please do let usknow.
'cause, like Jamie said, we liveto support, you know, this
(32:16):
community.
I'm
Jamie Baines (32:16):
looking for friends and colleagues and
like-minded people who also wantto participate and engage that's
what's really special aboutthis.
And, and that's why, um, I'mhere.
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