Introducing Laguna Insight: The AI Dashboard for Care Teams

We’re thrilled to announce the official release of Laguna Insight – an AI dashboard for care team leads and executive leadership!

Care management teams have a hugely important and challenging task—to establish trust with individuals so that they can improve their health. They need to be empathetic, amazing listeners while juggling huge caseloads every day. They need support from their managers and team leads in order to practice at the top of their license, but it isn’t always easy for team leads to see what’s going on across their team or to diagnose individual issues.

With these challenges in mind, Laguna has launched an AI-powered dashboard that provides an unprecedented view into the most important factors that drive care team success. With the ability to analyze 100% of member interaction and extract insights about each team member, team leads no longer need to spend hours listening to recordings or analyzing spreadsheets of data to diagnose underlying issues.

Laguna Insight allows team leads and executive leadership to train team members and view key operational and performance metrics at the team, care manager, and even individual call level.

Key unique metrics include:

• ✓ Burnout Risk
• ✓ Conversational Success
• ✓ Empathy
• ✓ Conversational Style
• ✓ Barrier Detection

Read on below for a deep dive into each of these metrics to understand why they’re important to team performance and how we measure them.

Burnout Risk

Burnout is a prevalent issue in the US today, and the healthcare sector is no exception. Nearly 50% of the workforce experiences burnout and handles more than three times their optimal caseload. It often manifests as a response to chronic stress on the job and is characterized by emotional exhaustion, depersonalization, and a sense of reduced personal accomplishment. This significantly impacts care quality and healthcare provider well-being. Recognizing the seriousness of this issue, Laguna Insight provides a sophisticated approach to monitoring and managing burnout risks for care teams.

Traditionally, burnout is assessed through self-report questionnaires, which can be a quite limiting approach as it relies on self-awareness and the willingness of individuals to accurately report their feelings. To bypass these limitations, Laguna’s conversational intelligence approach derives insights directly from each and every call between care managers and their members. Burnout indications have verbal manifestations in the language used, allowing our Large Language Models (LLM) to uncover:

• • Short Responses
• • Impatient Responses
• • Repetitive Responses
• • Lack of Active Listening
• • Dismissive Responses

In the Laguna Insight dashboard, team leads can quickly assess who is at risk with a simple chart classifying care managers into three categories of burnout risk based on their max burnout score: Low, Medium or High Risk.

Conversational Alliance

Conversational Alliance is the measure by which we define the collaboration and alignment between a care manager and their member. It is based on the principle of therapeutic alliance, which assesses the mutual engagement between therapist and client—an important component of achieving treatment success.

This metric helps team leads understand whether a care manager is building trust with their members, and in turn, effectively engaging them so that they can make an impact on their health. This impact can be translated to improved outcomes, and translated to an effect on the bottom line of the organization.

Similarly to burnout, Conversational Alliance is measured through language analysis around key indicators such as:

• • Working Towards Mutual Goals
• • Feeling Appreciated
• • Agreeing on Priorities

Empathy

We know that empathy is an important factor in successful relationships in everyday life, but historically this has not been something measured, rather felt. Empathy, particularly in a healthcare setting, is the ability to understand, share, and reflect on the feelings of another individual. It's a critical component in care management, as it fosters a deeper connection and trust between care managers and members.

Overall, care managers are highly empathetic – it’s a large part of why they went into this career in the first place. However, some may be more empathetic than others, and thus more successful in driving better outcomes.

To measure this previously only qualitative measure, we calculate the metric on two dimensions:

• Cognitive Empathy - evaluating frequency of instances of thought empathy where there is demonstrated ability to listen, understand, and reflect the member’s thoughts.
• Emotional Empathy - evaluating frequency of instances of feeling empathy where there is demonstrated ability to sense, identify, and articulate the member’s emotions.

Conversational Style

Conversational style is a measure of efficient and effective language by care managers. This is a large factor in driving outcomes and improving engagement, particularly via telephone. Many times, member calls are short and it’s crucial to get the right information both to and from each member.

In Laguna Insight, conversational style is determined by two factors: tone & style. Both of these are assessments of the way language is used by care managers to convey messages and create rapport. Specifically:

• Tone encompasses aspects like word choice, sentence structure, and punctuation
• Style evaluates the language complexity, structure, organization, and clarity in text communication.

Barrier Detection

Care managers spend their entire day speaking with members, empathizing, and listening for clues as to why a member may not be able to reach peak health. After a full day, even the most attentive and empathetic care manager can miss a barrier or two, especially when mentioned subtly.

Barrier Detection indicates potential barriers to care subtly identified during interactions but not fully addressed by care managers. The scores assess whether the care manager recognized clues to potential barriers and attempted to understand them further. While in most research measuring contextual awareness, conversations are analyzed by trained observers who either listen to recorded conversations or read transcriptions, looking for clues and probes made by healthcare providers, Laguna leverages LLMs and pays comprehensive attention to the bi-directionality of the conversation and the context being discussed.

Laguna Insight allows team leads to uncover themes in missed barriers and train care managers to capture member and barrier context.

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