Dialogue Health with Zack Brown (VPS) | E113

Digital access to health care.

Summary:

In this 113th episode of Fintech Impact, Jason Pereira, award-winning financial planner, university lecturer, writer, and host interviews Zack Brown, Vice President of Sales at Dialogue in Montreal. Dialogue is a telehealth service that enables you to access healthcare right from your smart phone in a fast, user-friendly, and convenient manner. Zack Brown discusses how Dialogue began, how they service their ideal customers, and the benefits of Dialogue. 

Episode Highlights: 

● 00:55: – Zack Brown defines Dialogue and how it got started. 

● 01:59: – What is the origin of Dialogue? 

● 04:44: – What are the main uses for the app? 

● 10:51: – How is focusing on the employer market working out for Dialogue? 

● 17:50: – Why was Germany the first non-domestic expansion of Dialogue? 

● 20:15: – What has the user feedback been looking like? 

● 22:38: – What would Zack Brown change in his business or industry? 

● 23:31: – What has been the biggest challenge to get the company where it is today? 

● 25:17: – What is the most exciting thing that they are working on? 

3 Key Points 

1. When using the Dialogue app you can contact a healthcare practitioner within minutes and receive services such as prescriptions, lab requisitions, navigation through the healthcare system, and referrals to a specialist. 

2. Employers are paying for Dialogue’s service to help reduce absenteeism. 

3. Dialogue’s Net Promoter Score feedback metric is on par with Apple and Tesla. 

Tweetable Quotes: 

● “We are a virtual healthcare company. We are headquartered in Montreal with operations all over Canada as well as in Germany.” – Zack Brown 

● “We are focused exclusively on working with business leaders, HR leaders, in effectively large groups to provide services at scale and to add value to the user, the patient, and as well as the payer.” – Zack Brown 

● (Using Dialogue) “On average, users report saving more than four hours per interaction.” – Zack Brown 

Resources Mentioned: 

● Facebook – Jason Pereira’s 

● LinkedIn – Jason Pereira’s 

● FintechImpact.co – Website

● JasonPereira.ca – Jason Pereira’s newsletter 

● Linkedin – Zack Brown’s 

● Dialogue – Website 

● Linkedin – Dialogue’s

Full Transcript:

Jason Pereira: Hello and welcome to Fintech Impact. I'm your host, Jason Pereira. There'll be some housekeeping before we get started. As I've been telling you all lately, please take the time to sign up for my website at jasonpereira.ca where you will be notified of all future podcasts, television posts, interviews, you name it. On today's show. Today on the show I have Zack Brown, VP of Sales for Dialogue. Dialogue is a telehealth service that enables you to access healthcare right from your smartphone in a convenient and fast and user-friendly way. With that, here's my interview with Zack. Hello, Zack. 

Zack Brown: How are you doing, Jason? 

Jason Pereira: Thanks for taking the time. 

Zack Brown: My pleasure. Thanks for having me. 

Jason Pereira: Well, you're rounding out, you're the last person on the panel on the IPC conference that I posted that I had yet to interview. That's just not true, I'm still going to interview Adam, but the last spins I got that I haven't interviewed so thought I'd bring you on the show. Zach Brown of Dialogue. Tell us about Dialogue. 

Zack Brown: Yeah, absolutely. We are a virtual healthcare company. We are headquartered in Montreal with operations all across Canada as well as in Germany. For those of you not familiar with virtual healthcare, effectively, what a virtual healthcare service and in this case Dialogue allows you to do is connect with a healthcare practitioner within minutes from a smartphone or any web enabled device 24/7 365. We're a little bit unique at a high level and that we're focused exclusively on the employer market. There are other providers in the space doing direct to consumer B2C services where they're selling one-off doctor consults and everything like that. Whereas we're focused exclusively on working with business leaders, HR leaders, and effectively large groups to provide services at scale and to add value to the user, the patient, as well as the payer. In this case, the organizations that trust Dialogue, to look after the health, wellness, well-being of their employees and their family. 

Jason Pereira: Good. We're going to dive into that. Tell me about the origin of Dialogue and how it came to be. 

Zack Brown: Sure. The company was founded in the spring of 2016. We were fortunate to have been funded and backed both strategically and financially early on through Power's venture arm, through Portag3 and more specifically Diagram. Diagram is what's called venture launchpad that is funded through the Power ecosystem. Through a network of angels as well as through our financial IGM, other LPs that were involved in Portag3. Their model is a little bit unique and that rather than make many, many, many, many small bets, their approach is such that they'll, let's say over "capitalize" and seed a smaller number of companies. 

Jason Pereira: Overcapitalized. Blessing and a curse at the same time. 

Zack Brown: Yeah. In hopes of placing fewer, bigger bets and not only equipping companies like Dialogue with capital but also with expertise and access to the network that their investor network brings. For example. 

Jason Pereira: Paul has been on the show before. It's a smart play. I mean, for those you guys could go back and listen to the Paul Desmarais interview. It was basically they're tied into the entire Power Financial ecosystem, which for those of you unaware of it, IGM and Canada Life and more companies that I can count, because every time I look at the chart there is someone else on the chart. They have a very, very deep knowledge and ecosystem of traditional finance players. This is their little disruptor. I think besides offering money and the expertise most VCs can offer, they offer access to a traditional network that no one else can. 

Zack Brown: Absolutely. Operationally, for us it was interesting because when you're starting a company, your five, 10 employees, you might not need a full-time CFO. You might not need a full-time VP HR. You might not need all these folks. They've got centralized resources as part of Diagram's venture launchpad incubator offer that effectively allows you to have access to these resources as part of the core service that they offer. They're placing those fewer larger bets, but also ensuring those bets by pairing you with resources to help you be successful early on so you can focus more on selling, building a product, building a service rather than back office admin, running payroll and things like that. 

Jason Pereira: Basically you said you guys are different than others and that you're predominantly focused on the employer market. Tell me about how you work with the employer market to offer your services. Before we do that, let's take a step back. Tell me about what the experience is with the app in the first place. I get asked this one way or another. I get the app and what is it that I can expect to use it for or what are the different use cases? 

Zack Brown: Yeah, the service is available through a smartphone, through a tablet, through a computer, whatever the case may be. Effectively, you're able to connect with the practitioner within minutes. Typically you would open the app, you'd select the nature of the ailment. Let's say it's a dermatology issue, mental health related issue, your throat hurts, you need a prescription, whatever the case may be. You're able to do a short intake process. We've actually got an AI powered triage that allows you to describe your ailments in a couple of minutes. Effectively what that does is that following that, you're connected with a healthcare practitioner and that healthcare practitioner has great context as to why you're coming on the platform here today. Following the consult with the practitioner, whether it's on video or text or over the telephone, there's a few outcomes. You could get a prescription. 

Zack Brown: You could get a lab requisition if needed. You could get a referral to a specialist. What I've described so far, getting access to a practitioner quickly is what we call a pretty typical virtual care experience. Most of the providers in Canada and globally really are providing these types of services. What we've tried to do is go a little bit beyond providing these great services, but also taking things one step further. Providing like concierge services, providing navigation through the complex healthcare system. Good example is maybe a year, I guess it was two years ago now. I was going to Costa Rica. I come into the office. I'm excited for my trip. My colleagues are like, you should get vaccinated. I said that, do I need to? I look around and I'm talking to the salespeople. I respect them for many reasons, but their medical expertise is not necessarily one of those reasons. 

Zack Brown: I go on Dialogue. I talked to a doctor, within a few minutes he says, based on the region, within the region you're going to and the time of year, it's not required but it's advised. Okay. It gives me the requisition for the travel clinic. Then, where do I go from here? Okay. Well, in the case of Dialogue, this were really unique, a care coordinator, effectively a care concierge comes on the platform and says, okay Zach, I see there's a travel clinic a few minutes from your office. They've got an appointment at 1:00 PM. Do you want to go there? Okay, I see there's one near your house. It's really about taking it and closing the loop and providing that continuity. The other thing that we do that's really unique is following the interactions. 

Zack Brown: You actually get a followup from practitioners. I think back in early 2017 when I was interviewing for the job at Dialogue, the virtual healthcare space was really, really immature. I had very little exposure to this type of service. In fact, I had never heard of it. When I'm interviewing I'm thinking, okay, I'd like to get access to the platform. Cherif, our CEO, co-founder, he gave me access. It's one of those cases where I hope I get a chance to use it, but maybe not because that means I'm perhaps sick, right? I went to go get my kid, he was three at the time. I went to pick him up at daycare. He tripped, fell on his head. 

Jason Pereira: Back then he's going to be sick every other week. 

Zack Brown: Yeah. There's no shortage of reasons. He tripped, hit his face, and he's got a big welt like within seconds between his eyes. I'm like, all right. I console him. I get on the platform. I said, now is my chance. Right? I'm able to connect with a practitioner in a couple of minutes. In this case, she had assured me everything was okay. Checked his pupils, symptoms, whatever. Again, that's what I'd call like a fairly typical virtual healthcare experience, which is getting connected to a practitioner in minutes. Cool. But the thing that was really, really, really impactful was the next day at around 10:00 AM, I got a message from a nurse saying, how's Henry doing? For me, I'm just like, it was unlike any other healthcare experience I've ever had. 

Zack Brown: It's not because, you know, we're really fortunate to live in a country where we have universal access to care. It's not because the nurse that followed up with me is the same nurse that works at the hospitals here in the city, but it's just they're enabled by technology and by process. Really, these are some of the things that we do to build on that typical virtual care experience. Ultimately, because we work with employers and we're really focused on providing a great experience and delighting patients but also outcomes for organizations. The National Bank is offering our services as one example to their 20,000 employees. The reason that they're paying for a service like this, they want to keep obviously their people happy, healthy, productive, performing at their best. 

Jason Pereira: Not having doctor's appointments if they can avoid it. 

Zack Brown: Yeah, there's a talent acquisition and retention angle for sure. This shows the bank cares about their people. 

Jason Pereira: I was thinking about, keeping them working, right? 

Zack Brown: Absolutely. 

Jason Pereira: Also, it's for doctor's appointment to check in on stuff, they are more productive. 

Zack Brown: Yeah, absolutely. The other big reason why employers are paying for this type of service is to reduce absenteeism. What we found is that on average, we actually survey users after they use the service. Rather than us forming hypothesis, we ask users like, how much time did you save today using Dialogue? On average, users report saving more than four hours per interaction. For us, approach is to work really, really closely with the HR leaders within the company to promote the service, to make sure the reach is wide, to make sure that users know about it, that they're using it because every interaction puts four plus hours back in the pocket of the organization. It's not about keeping people chained to their desks, it's about in the early days- 

Jason Pereira: [crosstalk 00:09:39] time like travel, transportation, sitting there in a waiting room. It doesn't matter if it's the easiest both to be in dropping clinic. I got to get off my butt to get a simple symptom checked out. There's a big investment in time beyond the time I'm talking to the doctor. 

Zack Brown: Yeah, for sure. Especially, in the early days of virtual care. We used to hear like, let's say one of the cynical objections we'd hear from HR leaders was like the employee is going to... I understand that you're going to save time, but that employee is going to make up the work in the evening anyway. My argument, that is exactly, exactly. Your employees should be spending time with their family. 

Jason Pereira: Exactly. 

Zack Brown: For me, I'm busy, I'm not looking for reason to take time off work. I've got a young child that I want to be spending time with. It's like, yeah, if I take a half day off to deal with something, go wait in the doctor for a three minute interaction with the practitioner, then yeah, you're right. I'm going to have to work tonight and I'm going to be resentful. This is what we're seeing more and more. 

Jason Pereira: It's one of those things where if I was in those meetings, I would have been less than kind. I'm like, really? 

Zack Brown: Yeah. 

Jason Pereira: Then I'll take the [inaudible 00:10:37], okay, but then they have their evenings to work on other stuff as opposed to... So there's more productivity. 

Zack Brown: Absolutely. 

Jason Pereira: I don't know. Let's go back to that question I asked earlier about the employer market. Tell me about your focus there, why you focus there? How that's working out for you? 

Zack Brown: Yeah, for us, it's really like the employer market represents what I call a one-to-many relationship where we can work with one or a committee of folks. Let's call it the leadership within a company, but get access to hundreds or thousands or tens of thousands of employees. For us, it was really about framing the narrative around how we can add value to the user, the patient. Obviously we just talked about that, how we can save people time but also add value to the business. When we first started, I recall very clearly asking Cherif, our CEO, when I was interviewing back in the spring of '17, who are the types of employers that are coming on board with this? At that time he said, our ideal customer profile would be companies of 50 to 500, tech companies and professional services. Those were the really early adopters at the time where the business case was like so- 

Jason Pereira: Well, that makes sense, right? They want everything to be digital. Tech companies, wow, tech companies want a tech solution for everything. Shocking. 

Zack Brown: Yeah, absolutely. The partner at a consulting company can save 10 minutes a year, and this thing pays for itself many, many times over. Right. At first we were dealing with companies of dozens and hundreds of employees typically. What we found over the years and it's really, really exciting is we're seeing obviously broader adoption on companies of all sizes. We have now several groups with tens of thousands of employees that are offering our services. Not only have we seen the size and the regional distribution widens, we're serving groups all across Canada. We're also seeing industries that would have typically been not necessarily considered as a good fit for these types of services now coming on board. I'll give you an example. We work with a large grocery chain with tens of thousands of employees. A few years ago they would have never really considered virtual care. It would have been maybe two avant-garde. They're contending with a minimum wage hike in Ontario that makes paying for these additional benefits- 

Jason Pereira: A sizable- 

Zack Brown: Yeah. We're now at the point in the beginning of 2020 that like, I'll make a broad generalization, but I think it's fair to say most folks in this space would agree that if you're an HR leader in Canada, you've heard about virtual care and you've heard about it a bunch. You either been, you've received a cold call from someone on our team, you've received a call from another vendor, a competitor of ours. Your insurer has mentioned it. Your advisor consultant has mentioned it. Your peers mentioned it. You've read about it in the Benefits Canada and industry hubs and things like that. 

Jason Pereira: Yeah, it's definitely less esoteric. Let's talk about the doctors. Where are you sourcing these doctors and what's their experience like? 

Zack Brown: For us, we focused on not only staffing our platform with doctors, but really building a multidisciplinary team. That team is comprised of, obviously doctors, RNs, nurses, nurse practitioners, care coordinators, allied health professionals, mental health coaches in this wide range. Effectively what that does is that allows us to pair the right resource with the patient at the right time. I think back to the exchange I had with our CMO and ER doctor here in Montreal, Dr. Julien Martel. He says, if a new mother were to come on the platform with a question, she was having trouble nursing, it's like, yeah, I'm a doctor and everyone thinks I'm all high and mighty, but he's like, I'm probably not the best resource to help that person at that time. Especially for us... 

Zack Brown: Yeah, it's really about specializing and putting the right resource with that right person at the right time. We've got a large network. For us, most of our practitioners are full-time employees and that's something that's really different compared to some of the other providers who are doing more- 

Jason Pereira: You're employing them directly? 

Zack Brown: In many, many cases, yeah. The nurses, the nurse practitioners. We favor that. For a number of reasons, it allows us to run a safer practice. It allows us to run a more compliant, controlled experience. The same way that there's someone on the other extreme, there are some providers that try to just have a large network of doctors. It's like an Uber experience where if you have a bad Uber driver, you give one star, you move on. Whereas if you have a bad healthcare experience, there's a lot more at stake and there's a lot less control. 

Jason Pereira: Well, it's interesting too because if they're full-time employees for you then, I mean, the reality is that you have invested interest in basically allocating those hours as efficiently as possible. One of the big problems with any medical system anywhere around the world is that, okay, you basically have a problem, you go to your doctor, which is more expensive than say the nurse who could triage that because they're the first point of contact or go to the emergency room, which is the most expensive form of care. The problem is that the access points tend to be the most expensive access points, whereas you guys are able to take in the data of what's actually going in and okay, this is the problem, we can start you off here. Right? That could be with a nurse practitioner versus a doctor versus a specialist in something, and there is a different cost point to all these people, right? If anything, I think you introduce efficiencies into the medical system that were not there before. 

Zack Brown: 100% and a great example, again, I'll say to my son who's five and a half now as you would say, he's got like recurring styes on his eye. I've consulted with nurse. That's well within the scope of practice of a nurse. For them to be able to provide advice and a treatment plan, it's cost-effective and we're able to pass those cost savings onto the payer, which in our case is the employer, right? It's really about operational efficiency. In Canada, doctors by nature are like contractors. We have obviously full-time doctors and in some cases many of them are doing contract work with us. It's also about providing a really structured safe experience. We don't have doctors taking consults from their smartphone in their car. This is what's happening in a lot of virtual care experiences. 

Jason Pereira: I can see that. Right? If you're not controlling the experience, these people are going to log in to work whenever they want. Right. That can be them sitting in their cottage or driving, unfortunately. 

Zack Brown: No, we've seen that. When you consult, you're going to consult with... It sounds cheesy, but it's interesting, you're going to consult with a physician that's wearing a white Dialogue lab coat. Some of the doctors laugh like, I've never worn a lab coat in my practice in 10 years. The idea is virtual care is a new paradigm and folks just trust it. Like, you can have 100 degrees on the wall behind you, they're going to trust the lab coat more than the degrees. 

Jason Pereira: Yeah, totally. 

Zack Brown: It's a symbol of healthcare. 

Jason Pereira: Well, I think it works two ways. You have the, okay, this is the experience I'm used to, just through a screen. Little known fact, they, so for example, drone operators in U.S. military specifically have to wear their Air Force uniforms when they're conducting. They don't want to create too much of a disconnect between what the traditional concept of the job is and the new reality of the job is. I think in general also, I think if you just have doctors show up dressed in whatever t-shirt for whatever concert they were at last night or whatever it is, it takes away from their professionalism as well. That makes a lot of sense to me. You mentioned you're also in Germany. Why was Germany the first non domestic expansion you guys did? What was the appeal? 

Zack Brown: For us, we've always been interested in international expansion. We had done, and I won't get into too much details just for confidentiality reasons, but we were interested in markets where we feel we can add value. Germany, when we did our first analysis, Germany was one of the opportunities that arose as being a market where we felt like we could do just that. Subsequently, in our series A round we had participation from a large venture fund in Germany, Holtzbrinck Ventures. They had participated. What that also did was that allowed us to leverage some of their network and bringing some of those projects to fruition. I'm pleased to say that as of today we have two projects ongoing in Germany. We have a joint venture with the largest hospital group in Germany. 

Zack Brown: It goes by the name of Helios where they have a network of dozens of hospitals across Germany. They are going to be using our technology to actually digitize the experience for some of their patients. That's really interesting and exciting. Then, interesting timing for this podcast, as of this morning we announced the acquisition of a group called Argumed, which is a German occupational health company. I don't want to get into too, too much, but effectively in Germany the way that it works is that if you're a company over a certain size, I think it's something like 30 employees, you have certain requirements that you need to meet in terms of the certain occupational health services that you make available to your employees. 

Zack Brown: We've taken an existing business that has had great success in Germany and we're trying to bring a little bit more again that digitization to the experience that they're offering. A lot of interesting things on the horizon for Germany. We have a distinct team, obviously, focus is really, really important for Dialogue. We have distinct resources and team working on that project, but our top focus here at home is to really continue to drive the success that we've had working with large employers across Canada. 

Jason Pereira: I did not see that announcement. You guys do a better job with this press release system. I missed it entirely. 

Zack Brown: That's why I jump the gun in our... You hear it first. 

Jason Pereira: Even if you did, even if you did screw up in the disclosure, the reality is that this is not airing for a couple of weeks. 

Zack Brown: Exactly. I think we're under embargo till 9:30 so it's 11, I think. There's that shift in the day. I don't know. I might've missed it by a day right here first. 

Jason Pereira: Tell me about the consumer feedback because even today it comes down to the end user. We'll talk about both parties. The consumers and the employers. What is the feedback we're getting from both of them at this point? 

Zack Brown: Yeah, we monitor both really closely. We measure obviously patient satisfaction, which is through the roof. We look at a metric called Net Promoter Score, which is basically, if you've ever been surveyed, asked how likely are you to recommend a service on a scale of one to 10, yeah, exactly. Our NPS is on par with the Tesla's and Apple's of the world, which is- 

Jason Pereira: That's not small. 

Zack Brown: No, yeah. For us, that's the work we're proud of. In addition to that, we look at verbatim feedback. It was interesting, even this morning I was looking at a couple of comments. I'm just going to read them to you. This is like we were doing a high volume of consults on a daily basis, but recently some of the feedback that I read was, "Great service. Saved me a lot of time, very efficient." The next quote was, "I was so impressed with your help, not to mention the followup that they did in the following days after the consult." Then the other one was, "I loved the application, how fast the doctors are, the response time and how kind everyone is. I love this." This is a group, they're a large national consulting company. Satisfaction score, NPS of over 80. Patients in this case self-reported saving on average 4.6 hours per episode. Again, you're a large consulting company. 

Jason Pereira: Wow, 4.6 hours per episode. I mean, that's nuts. 

Zack Brown: That's not us saying, we hypothesize. We asked Jason, you just did it. It's also like perception is reality in this case. Rather than us saying like we've created a case that suspects that, and we also did that in the past. We worked with a law firm here in Montreal where we said like, okay, we looked at all the consults that their patients did. We said, okay, it was a dermatology case in Quebec. We anticipate that that probably saved two hours, three hours, whatever it was. Then we were able to do a time it saves to be there, but then we're like, well, let's just ask the users themselves how much time they think they saved. It's again, that's a goodwill being banked with the employers. There's a lot of gratitude. The other thing that's worth noting here is this is like a plan that we make available to employees but also to their family members. 

Jason Pereira: I mean, Net Promoter Scores like that are just crazy, insanely good. Anyone wants to look at how those things are done, by all means Google it. Frankly, something we should all be as a business, anyone who's in business should be checking for themselves no matter how big or small. Feedbacks have been positive, all is well. My three questions before we wrap up as to what the bigger concerns, the bigger challenges had been. First question is, if you had one wish for something you can change in your business or the industry as a whole, what would it be? 

Zack Brown: Just one, I would wish for unlimited wishes. That was what I used to think about as a kid when you think about you had three wishes. But jokes aside, one of the areas that we've focused a lot on as an organization is compliance, security, safety playing really well with regulators and all these things. We found that not necessarily everyone is as aligned with this type of approach as we are. I wish that all the providers in the virtual care space in Canada were operating with that same level of integrity. 

Jason Pereira: Fantastic. 

Zack Brown: Because I think we run the risk of giving virtual care a bad name in Canada so it's not [inaudible 00:23:14]. 

Jason Pereira: Well, and it's a bit of a land grab right now. This is still early days, right? Frankly it's not entirely surprising that people would just rush in and do it as fast as possible. I mean, it's good on you for taking the high road and doing things as best as you can. The second question is, what's been the biggest challenge in the company to where it is today? 

Zack Brown: Finding practitioners that are aligned with our values, finding employees that are aligned with our values, finding just good talent coast to coast. But then also early on, it was like a big education play. In 2017 and 2018, no one had really heard of this type of thing. We had to be out there beating our drum, making sure that folks were aware of the value virtual care could bring. At the same time we had to be mindful and respectful of the fact that things take time and that there are many, many, many cases really back then where employers would approach us and say like, this sounds amazing. Like I've just heard about it for the first time five minutes ago, let's talk about it in a year. Now, those conversations are really becoming fruitful in 2019 and 2020. It's been a really interesting trajectory. 

Zack Brown: With that comes a lot of competition, which I think is overall good because now as I mentioned earlier, all HR leaders give or take have heard of virtual care, which I think is really, really good for the industry. It's just about making sure that we're being really crisp and clear on why we feel like in many cases we're the right partner for these large employers to help deliver on the promises of virtual care that we talked about earlier. Like around talent attraction, reduced absenteeism. 

Jason Pereira: Frankly, there's a bit of a, I won't say compounding effect, an interesting exponential growth factor because I mean as people change employers and move from a plant that has one that didn't have one. You know, we're audacious enough as to say, well, I would really like to have this. This was great in my last employer. As HR managers move between companies to companies, the ones that have become your advocates, it's just a matter of time. Every time there's a friction to one company and someone else goes to another, it's an opportunity for the likes of you guys with virtual care. It's a matter of time. Next question is what excites you the most about what it is you're working on and gets you up every day to keep fighting the good fight? 

Zack Brown: Yeah. The thing I like the most is I've never worked for an organization or offering a product that I found to be so relatable. That's nothing against any other company I've worked for. I've had great, great companies I've worked with in my career on great services, great products and all that. But you know, for example, I spent about a decade with a company called Lightspeed. They're offering a point of sale systems for S&B retail on restaurants. I worked in retail and restaurants as a teenager and things like that but I was never a small business owner so I couldn't necessarily relate directly to what I was doing. In Dialogue's case, ultimately we're in the business of happy, healthy, productive people. We deliver on that promise via virtual healthcare service focused on physical and mental health. It's my mid 30s. I've got a young child. I'm busy. I can go into a meeting and I can speak really confidently and really credibly about what we're doing because I am a user, right? I don't know if you remember the Hair Club For Men, remember the Hair Club For Men? 

Jason Pereira: I'm so glad, I bought the company. 

Zack Brown: That's exactly it. I'm glad you picked up on that. It's like the guy used to say like, I'm not only the president, I'm also a client. I really relate to that statement. I mean, I'm not the president, but the idea is that I get it, I'm really biased. I work there now and all that, but at the end of the day I often go into meetings and I show, these are real life cases that I've used a Dialogue for. Ultimately, that's what really excites me day in and day out is that it's really something I enjoy talking about. We are a healthcare company first, but ultimately we're in the business of happy, healthy, productive people. We're not selling complex surgical devices. We're selling productivity and we're selling outcomes. That's something that I think is really, really cool and exciting. 

Jason Pereira: One thing I should've asked you earlier, and I usually don't have a question to that, but I'll wrap it up. What's your favorite feature that you guys are using? Because I mean, I've heard different opinions on different people's favorite features in these things. I'm curious as to what yours is. 

Zack Brown: The follow up holds a special place in my heart. Like I told you earlier, that's something that is unique to what we do. The followup and the navigation. I'm a Torontonian living in Quebec. I speak French but it's not my native tongue. Sometimes navigating some of the provincial health resources can be a challenge as a native Anglophone, so just being able to go on and get help. Yeah, of course. Get access to medical care correctly, like cool. That's like table stakes among virtual care from a high level, but being able to get some of those complimentary services included that really facilitate that continuity of care. That's one thing that we really, really, really shine. I think that the followup and the navigation, the [inaudible 00:27:51] and all, that additional services around that are something that I really, really, really benefit from and really, really appreciate as a user. 

Jason Pereira: Great. Excellent. Well, keep it up. I mean, the NPS scores like what you're talking about, you're clearly doing fantastic work and it's been vetted. Wishing the best of luck and keeping people healthy. 

Zack Brown: Thanks a lot Jason. Thanks for having me. 

Jason Pereira: That was my interview with Zack Brown with Dialogue Health. Hope you enjoyed it. I hope that all of us have access to this type of service going forward because frankly, it just makes a lot of sense for all parties involved. With that, as always, I'm Jason Pereira. 

Jason Pereira: If you enjoyed this podcast, please leave a review on iTunes, Stitcher, or wherever it is you get your podcasts. Until next time, take care. 

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