Trust is Medicine: Influencing More Care Decisions Through Relationships and Empowerment
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Trust is Medicine Influencing More Care Decisions through Relationships and Empowerment
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17-Oct-2014 -
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Matt Eurey, vice president of benefits for Time Warner Cable (TWC), is a man on a mission. Like many of his peers at other companies, he is focused on ensuring that employees have meaningful and attractive benefits choices that are easy to use – while at the same time keeping the bottom line in sight. Add to that equation a large, diverse employee population, and it’s easy to imagine the challenges Matt faces. On March 6, 2014, Matt took the stage at the National Business Group on Health’s Business Health Agenda conference to share some of those challenges, and the success TWC has had using Accolade’s unique model to address them. Matt was joined onstage by Accolade’s Chief Medical Officer Alan Spiro, MD, MBA; and Saul Weiner, MD, professor of medicine, pediatrics and medical education at the University of Illinois at Chicago, deputy director of the Veterans Affairs Center of Innovation for Complex Chronic Healthcare, and a member of Accolade’s Medical Advisory Board.
Transcript of Trust is Medicine: Influencing More Care Decisions Through Relationships and Empowerment
Trust is MedicineInfluencing More Care Decisions through Relationships and Empowerment
Trust is Medicine – 2014 Business Health Agenda
About Time Warner Cable
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Revenues: $21.4 billionEmployees: 50,000-plus across the U.S. Customers: 15 million in 29 states
MISSIONConnect people and businesses
with information, entertainment and each other. Give customers control in ways that are simple
and easy.
Trust is Medicine – 2014 Business Health Agenda
Our Benefits Vision
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Provide valued benefits programs in a simple,
easy fashion that fosters an environment of
employee engagement, proper utilization and
successful health outcomes
Trust is Medicine – 2014 Business Health Agenda
Our Challenge
HOW DO WE:• Control costs?• Help employees
make better healthcare decisions?
AND• Offer
meaningful, rich benefits choices?
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Average employee age: 38Average subscriber age: 28
Trust is Medicine – 2014 Business Health Agenda
WE’VE TRIED MANY FLAVORS
BUT ENGAGEMENT & SATISFACTION WERE STILL LACKING
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Trust is Medicine – 2014 Business Health Agenda
A Disruptive Solution
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We Wanted What Our Employees Wanted:Built around them (the “customer”)
Single service for all things health
Independent of health plans
Meaningful engagement for all populations
Trust is Medicine – 2014 Business Health Agenda
One Place For Families To Go
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A Personal Health Assistant who knows families, knows their benefits and supports them at all
stagesAny Question, Big or Small
Health & Benefit Answers
CONTACTACCOLADE
Engage Earlier & More Often
Build Relationships,Earn Trust
Influence &Enhance Care
Trust is Medicine – 2014 Business Health Agenda
Staying healthy Reacting to symptoms
Diagnosing symptoms
Choosing a treatment
Complying with
treatment
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Errors Errors Errors Errors ErrorsLapse in
screenings, preventative
care and lifestyle choices
Using the wrong site of
care at the wrong time
Unproductive or duplicative
provider visits or
erroneous diagnosis
Wrong treatment option or
drug therapy
Lack of care plan or care
plan not followed
Incentives aligned: Employers & employees want right care
Avoiding Costly Decision Errors
Trust is Medicine – 2014 Business Health Agenda
Bending the Cost Curve
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Accolade population had consistently been ~$8 pmpm
higher than control
* Third-party validation: Dr. Clyde Schechter, Einstein Medical Center
Accolade launched
Trust is Medicine – 2014 Business Health Agenda
Trust in Healing Relationships
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WHAT FOSTERS TRUST?
OPEN, FULL ENGAGEMENT
Judgment-free conversation
Boundaries respected
Discussion between equals
No hidden agendas
Trust is Medicine – 2014 Business Health Agenda
Trust in Healing Relationships
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WHAT IS GAINED WITH TRUST?
A SAFE PLACE
FOR TAKING
PERSONAL RISKS
MAKING IMPORTAN
T DECISIONS
SOMETIME
S CHANGING
COURSE
Trust is Medicine – 2014 Business Health Agenda
Trust in Healing Relationships
• Research on “contextual errors” and “contextualization of care”
• Asking “fearless” questions to explore context:◦ Shows caring◦ Builds trust◦ Improves health care
outcomes◦ Reduces errors – and costs
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Trust is Medicine – 2014 Business Health Agenda
Results at Time Warner Cable
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21,500 FAMILIES- May 2013 implementation
Trending favorably in:
ENGAGEMENTCUSTOMER EXPERIENCEEMPLOYEE SATISFACTIONUTILIZATIONCOST SAVINGS
Trust is Medicine – 2014 Business Health Agenda
Driving More Appropriate Utilization
14Data from Truven, paid thru 9/30/13
June – Sept ‘13 vs. June – Sept ‘12 TrendsControl Pilot Difference
Admits/K 3.4% -6.4% -9.9%
Days/K 7.1% -5.9% -13.0%
ER/K 5.9% -2.8% -8.8%
Avoidable Admits/K
-26.2% -41.3% -15.1%
Readmits/K 58.3% 2.4% -55.9%
MHSA Services/K
23.4% 20.1% -3.3%
Scripts Brand Rx
-3.5% -7.1% -3.6%
Scripts Generic Rx
6.0% 6.8% 0.8%
Trust is Medicine – 2014 Business Health Agenda
Reducing Fragmentation Leads to Greater Engagement
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40XMore Engagement vs. Earlier Programs,Across Broad Employee Populations
ENGAGEMENT WITH ACCOLADE
Trust is Medicine – 2014 Business Health Agenda
Delighted, Thankful Employees
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I've only been with TWC a few months, but from what I've seen so far I think the partnership with Accolade is a wonderful thing.
Great staff ... full of compassion and knowledge.
[My health assistant] is awesome. She always goes above and beyond to make sure that all of my healthcare needs are taken care of. I would highly recommend using Accolade!
99.8% Satisfaction
Trust is Medicine – 2014 Business Health Agenda
It’s About Our Employees
The last thing we want our employees to have to focus
on is healthcare.
© Accolade, Inc. 2014 Proprietary & Confidential
Trust is Medicine
Stay connected: @accoladeinc linkedin.com/company/accolade-inc
