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About Marbella Technologies Incorporated

Now more than ever, healthcare providers must excel at customer service. In October of 2012, US healthcare took its first step away from a fee-for-service model toward pay-for-performance. Providers are now being paid based on quality rather than quantity. By 2017, 10B+ in payments to hospital providers will be associated with quality initiatives and approximately 20% of those will be tied to the patient perception of care/customer satisfaction. Private insurance companies are looking to follow suit with this model and all indicators point to the same reimbursement model also being applied to physicians. The Problem Although all US hospitals have official quality monitoring programs, most healthcare providers have traditionally struggled with real-time customer service issues. One contributing factor is their reliance on manual paper-based patient rounding systems popularized by consulting companies such as the Studer Group (which alone has 850 hospital customers). These manual systems make it very difficult to compile actionable data in real-time and thus miss the opportunity to change bad experiences into good experiences. Without a dynamic real-time intervention patient satisfaction shortcomings continue. Another second contributing factor is healthcare providers’ dependence on retrospective patient satisfaction surveys by companies such as Press Ganey as well as the retrospective HCAHPS (Hospital Consumer Assessment of Healthcare Provides and Systems) survey used by the federal government. Under the new pay-for-performance model which began 10/1/12, the government uses the HCAHPS survey to determine payments to providers. These surveys are typically sent to patients after they depart the facility via USPS or conducted via telephonic screening, have a very low return rate and suffer from a variety of accuracy challenges. When they are returned, it is too late to make meaningful change since the patient or family member has long since left the facility. Manual paper-based rounding systems and retrospective surveys hinder healthcare providers from making meaningful and sustainable patient experience improvements. The Solution Marbella Technologies provides a disruptive technology that allows healthcare providers to move away from ineffective manual paper-based rounding systems and retrospective patient satisfaction surveys. Delivered as a SaaS solution, the Marbella system fully automates all current paper based methodologies for in-house patient quality monitoring. With Marbella, healthcare providers collect patient experience and perception of care data in real-time using mobile devices. The solution has a customizable rules-based system for identifying negative customer service issues as they are occurring and notifies the appropriate staff personnel of the issue so that service recovery occurs prior to the patient or family member departing the facility. The Service Alert Manager tracks all negative service situations to completion so that nothing falls through the cracks. The system comes complete with a management dashboard & data analytics package for tracking key performance indicators in real-time as well as predicting future HCAHPS scores. With Marbella, hospitals can now intervene & service recover prior the patient and/or family member departing the facility. The net result is the patient has a better hospital experience and the likelihood of giving the hospital a good score when the official government survey arrives improves.

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Startup's Info

San Diego
Digital Health
Therapeutic Areas: