The art and science of award-winning care

Healthcare that feels like a partnership, not a privilege. That's a vision that drives us at Firefly. And now, our efforts are being recognized. We're proud to receive three prestigious awards from the Massachusetts Health Quality Partners (MHQP) for our dedication to putting patients first:

1. Office Staff Professional Excellence
2. Patient-Provider Communications
3. Coordinating Patient Care

These accolades aren't just a validation; they represent a shift in how we believe healthcare should be delivered. To us, healthcare shouldn't feel like healthcare – it should feel like a supportive partnership. Our job is to make it as easy as possible for people to get the care they need. Read on for three core philosophies that underpin our approach and offer valuable lessons for any healthcare organization trying to do better.

1. 1.

   Office staff professional excellence

   At Firefly, our staff is the heart of our patient experience. That's why we've taken a deliberate, team-based approach to role design, ensuring each team member, clinical and administrative, owns their domain. Instead of expecting everyone to be a jack-of-all-trades, we've created a tiered system where each individual can excel in their area of expertise.

   "A tiered approach is crucial to our escalation system," explains Sam Stewart, our Director of Clinical Operations. "It's about ensuring every patient has a dedicated advocate." It eliminates the typical "can I speak to the supervisor" scenario, leading to a more efficient patient experience, as well as increased staff confidence and trust among our team. This approach, which earned us the Office Staff Professional Excellence award, recognizes that without team-based care, PCPs would need to work 26.7 hours to follow recommended guidelines.

   Our advice? Distribute ownership. When your team owns their roles, they own the patient experience.
   

   

2. 2.

   Patient-provider communications

   Traditional primary care often feels like a revolving door – a quick check-in, a rushed diagnosis, and a fleeting "see you in a year." Research suggests that around 65% of people believe their health would be significantly better if they had regular engagement with a trusted provider. Yet, the current system often fails to provide this ongoing support.

   "Patients struggle to access their clinicians outside of an appointment," says Nisha Basu, MD, MPH, Firefly's Chief Clinical Officer. "But that’s where the magic happens in primary care, the engagement between visits.” Technology is the key to enhancing those interactions – calls, chats, messages – how can you provide a 24/7 lifeline to patients? At Firefly, our app isn't just a portal; it's a constant connection to care. Beyond the annual visit with a PCP, we care about interaction insights from personalized care plans, and collaborations with every team member to build a holistic understanding of each patient's journey.

   Our advice? Embrace asynchronous modalities. It's not just about convenience; it's about building dependability and trust.

3. 3.

   Coordinating patient care

   Imagine a patient with a chronic condition like diabetes. They might see an endocrinologist, a primary care physician, a cardiologist, and an ophthalmologist, with each provider potentially ordering different tests and therapies. This disjointed approach is a recipe for disaster, leading to wasted resources and frustrated patients. Sadly, it's also the norm for many, ultimately resulting in poorer health outcomes.

   As Andy Ellner, MD, MSc, Chief Clinical Advisor and co-founder of Firefly Health, puts it, “People don’t want to interact with the healthcare system because it's too fragmented, inefficient, and full of friction—not to mention the risk of getting a bill that could leave your family financially devastated.”​​

   Firefly tackles this challenge head-on with an integrated approach. By acting as both the care provider and the health plan, we can ensure seamless coordination and a frictionless experience that’s good for both health outcomes and wallets. This means no more duplicated services, conflicting advice, or siloed care—just a streamlined, patient-centric experience. We understand that healthcare is inherently complex, but we believe the patient shouldn't have to experience that burden. Behind the scenes our care and coverage work in harmony, orchestrating sophisticated workflows, data-driven navigation, and population health management tools to ensure that every patient receives timely high-quality, and low-cost interventions, without the mayhem of navigating the system alone.
   
   Our advice? Make complex care feel simple for the patient.

The Firefly vision

These awards highlight a core belief: great care is still human, even when it's tech-enabled. As an industry, how can we weave together the art of empathy with the science of technology to create a healthcare experience where every interaction feels personal, every team member feels empowered, and every patient feels truly cared for. This is the future of healthcare, and we're proud to be leading the way.