Angela CafferilloFebruary, 2008

Consumerism and Early HealthHealth Coach from GE

2 /GE Proprietary /

January, 2007

Solution:

A new connector to help people understand their health care choices and meet employee needs:

One stop for health information A person who can help me when I

need it

Our Goal – Find A New Way to Build Health Care Consumerism

3 /GE Proprietary /

January, 2007

Health Coach from GE is:

A free and confidential service staffed by Registered Nurses specially trained to connect members to:

• The right doctors and hospitals• GE-sponsored programs • Guidance on how to talk with your doctor• How to choose the right treatment option• Resources on how to live a healthy lifestyle

Health Coach - The New Connector

4 /GE Proprietary /

January, 2007

Health Coach - The New Connector Health Coach from GE is not a:

Customer service lineClaim questions, appeals, what’s covered, what’s

not-- still performed by health plan, no change.

First-aid line

Replacement for your doctor The Coach does not diagnosis or recommend

treatment options.

5 /GE Proprietary /

January, 2007

Top 5 Reasons to Call:• Find the right doctor or hospital • Understand a diagnosis, treatment options

• Get the right questions to ask your doctor

• Learn how to get a second opinion • Information on how to get and stay healthy

Why Call Health Coach?

Available To Over 175,000 EE’s, Retirees

6 /GE Proprietary /

January, 2007

How Does Health Coach Work?

• What tests have been completed ?• Who is your doctor? Experience w/ Diabetes?• What next steps did your doctor recommend?

Coach AssessesSituation/

NeedExplain:• Best practice care• Differences in doctors – nat’l quality standards

DetermineNext Steps

• Need to find new doctor, other services?• Tips – how to talk w/ your doctor

Offer a Follow-up

call(as req’d)

Educates Caller

• Check progress, additional questions

Example – Member just diagnosed with diabetes

Member Calls Health Coach

7 /GE Proprietary /

January, 2007

Spreading the WordAt Work At Home

Special insert w/ wallet card

Letter from Dr. Bob

Tri-fold piece

Connecting with employees thru:Email, Websites, Newsletters, Health Fairs, All-Employee Meetings, Work Area and Cafeteria displays . . .

8 /GE Proprietary /

January, 2007

Lessons Learned:

• Train local HR- they can become advocates

• Print is good, face-to-face is better

• Best promotion- other satisfied users

• Testimonials from other EE’s make it real

• Don’t forget dependents

• Find ways to keep the message fresh

Engaging Employees