As the daughter of a volunteer emergency medical technician (EMT), Shanel Fields had a front row seat to emergency healthcare at a young age, including its shortcomings and vast potential for improvement. This early exposure evolved into a passion that was further fueled by a research project at The Wharton School examining the higher rates of dead-on-arrival cases in low income and indigent communities.
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Business Matters: MD Ally
After earning her MBA at Wharton, Shanel set out to build a better solution. In 2018, Shanel founded MD Ally, a telehealth startup that is reimagining how communities access critical medical care. MD Ally allows emergency responders and 911 dispatchers to reroute nonemergency calls to virtual doctors — improving quality, access and cost of care on all sides.
Today, MD Ally serves over 5,000,000 individuals in communities across the country with aspirations to scale. We spoke with Shanel about how MD Ally is reshaping the 911 emergency care system, changing outcomes for both patients and emergency care providers.
What role does MD Ally play in improving patient care?
We’ve created a new patient journey, connecting 911 to the broader healthcare system, that drives both cost-saving outcomes and improved access to care for the communities we serve. By partnering with public safety stakeholders and network physicians, we connect agencies, like 911 dispatchers and first responders, with virtual medical and behavioral healthcare for nonemergency callers. This allows for a more efficient allocation of emergency resources and provides patients with appropriate care, potentially avoiding unnecessary emergency room visits.
We aim to respond as rapidly as 911, connecting callers with support in less than 15 seconds. But instead of connecting the patient to a dispatcher, they are immediately speaking with a physician who can assess their medical needs and concerns and identify the best pathway to care.
In one word, what sets MD Ally apart?
Impact.
We sit at an intersection that positively impacts multiple stakeholders from public safety to payers to the patient. We help all parties better navigate and access the best care option based on their needs and capacity.
For example, from the patient standpoint, navigating healthcare can be extremely challenging. As a child, 911 is often the first number you learn. We see patients use this resource as a last resort when they’ve exhausted other avenues. Maybe they have tried to set up appointments with primary care physicians or specialists but for one reason or another, this pathway to health was cut short, and they resort to calling 911 for concerns that would not fall under your typical medical emergency. Our team steps in to help manage 911 traffic, separating emergency and nonemergency issues while still providing access to appropriate care — whether that be a trained medical professional or emergency medical services.
In terms of public safety, the problem we’re solving is related to response time. From 911 operators to paramedics and first responders, all roles are limited in capacity. Staffing shortages and budget cuts translate into longer response times, and since resources are usually deployed on a first-come, first-served basis, someone with a mild ailment, let’s say toe pain, may be in the ambulance queue before an individual experiencing heart attack symptoms.
And finally, on the payer side of the equation, although there may be several resources at the patient’s fingertips — a user-friendly app, 24/7 patient telehealth line, preventive care services — there will still be a large percentage of their member base that reverts to what they know and uses the 911 system. Instead of trying to change patient behavior, why not embrace it, meet the patients where they are and drive them toward the best outcome and patient experience from there.
How does MD Ally play a part in the broader community?
We play a major role in moving up the clock of care, providing better access to quality medical assistance and driving healthy outcomes in the communities we serve – from providing better care and access to the individual, to supporting EMS, paramedics and 911 operators with reduced call volume and improved direction so they can better serve their communities, to reducing unnecessary costs for both the patient and payer. On average, we’re seeing an increase in adoption utilization of about 250% year over year, which confirms that we’re solving real, tangible problems, and our public safety partners are feeling the positive downstream impact of what we’re doing.
What impact has having the right banking partner had on your business?
It was evident from Day 1 that Customers Bank was the right banking partner. Their team quickly got up to speed on the nuances of our business, asking thoughtful questions, challenging our goals and providing guidance on how to accelerate our success. From there, every interaction with the Customers Bank team has been a 10 out of 10 experience.
At MD Ally, we are a team of big thinkers and innovators who thrive off asking the big “what if” questions. Our Customers Bank team meets our energy, enthusiasm and entrepreneurial mindset.
What advice do you have for fellow entrepreneurs?
Start by clearly defining the outcome you’re striving for and use that vision as your North Star. Building a business is incredibly challenging, and success often hinges on making fast, confident decisions. When goals and milestones are well-articulated from the outset, it is easier to stay aligned, measure progress and grow in the right direction.
It’s equally important to surround yourself with a strong, mission-driven team, both internally and externally. Customers Bank has been instrumental in helping us ask the right questions, challenge assumptions and recalibrate when needed. Entrepreneurship isn’t a solo journey; it’s a team sport, and the right partners make all the difference.