It can be training, a commitment to treating this community. KS: Affirming care can be as simple as preferred pronoun stickers, imagery on your website or a pamphlet that’s representative of the community. And, they’re not going to feel concerned that you’re asking out of curiosity or may respond with disapproval or judgment.ĬS: Folx has said it strives to deliver care that is not just affirming but also expert. When we explain the reasons why we are asking a question, people are actually going to respond. I want to make sure I’m recommending the best cancer screenings for your body parts. That is the way we practice as clinicians: Make sure the question you are asking is clinically necessary, before you ask it. Instead, we frame our questions around the clinical need, such as: What type of birth control might you need based on your reproductive anatomy, or … for people with ovaries and a uterus. For example, we do not use gender terms such as “women’s” reproductive health. KS: They can see themselves centered in every question we ask. In care deserts, people often don’t have community and we wanted to create a content-rich, community-based platform where people can connect around support groups.ĬS: What is your philosophy about the customer/patient experience? For those who’ve accessed telehealth on other platforms, what differences would they notice at Folx Health? Intake forms, for instance. We also have a community platform where our members connect with each other. If somebody needs in-person care for surgery or in-person care for cancer screenings, we have a national referral network of affirming providers and we direct our members right to them. KS: We also offer care navigation for anything outside the scope of telehealth. Mental health and primary care are the new areas we’ve moved into.Īnything that you can do through telehealth, we want to do better.ĬS: Folx is strictly telehealth, offering care in a digital setting only? We started with gender-affirming hormone therapy and have launched into sexual and reproductive healthcare. Joyful care comes out of that and people want to continue to be engaged with it. A place where they feel seen and heard and therefore empowered. That means treating people as people instead of as problems to solve. Kate Steinle: We launched Folx Health in December 2020 with a focus on providing healthcare for the LGBTQIA+ community that is different from anything they have experienced. In honor of Pride month and in partnership with The National Black Trans Advocacy Coalition, the Folx Care Fund will provide a free year of gender-affirming hormone therapy to 491 transgender people that figure corresponds to the number of anti-LGBTQIA+ legislative bills in play today, according to Folx Health.Ĭustomer Strategist: Some in the LGBTQIA+ community avoid healthcare for fear of discrimination or because they lack financial resources. Kate Steinle, WHNP, Folx Health chief clinical officer, talked with Customer Strategist Journal about the impact Folx Health is having on its community and what’s coming in the near term. Folx mental health care is available in three states. With a presence in 47 states, Folx provides virtual primary care and gender-affirming care along with educational resources, content, expert and peer support groups, plus care navigation that extends beyond the scope of telehealth. The Boston-based company delivers digital care designed for the LGBTQIA+ community via subscription-paid membership and as an employer benefit. Anyone encountering Folx Health for the first time will find the telehealth company’s mission as easy to understand as its pronunciation, “folks.”
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