Services that were provided by the carriers themselves. And then over the last decade, we have seen some new trends where there were these passive disease Management Programs, those were something where maybe somebody had a couple of chronic conditions or something in the mail, or maybe by email, and frequently unfortunately these went into the garbage, but these were disease focused. And finally, in the last few years, we have seen Holistic Care through new Population HealthManagement Programs. These are focused on the individual, and have a holistic wellbeing based in meeting the individual needs. These could be provided by either a vendor or the carrier depending on what type of hybrid model is actually used. Lets go forward another slide. Okay. As we begin to delve into these frameworks and how they are changing, and how best to understand the marketplace, maybe the best place to start, is how are we defining Population Health management today . At the lowest necessary cost, it really includes a proactive application of strategies and interventions, were defining cohorts of interventions cohorts of individuals and the interventions we would like to apply, and were looking across the entire continuum of Healthcare Delivery. So to achieve this fullspectrum of Population Health management, we have to look at the success of our care coordination and Management Programs. Lets move forward to the next slide. And a couple of other presentations, because ive had the privilege of serving you over the last year, we talked about the quadruple. I will not be labor those pieces today, but if you look at the hexagon here that speaks to program navigation, this optimizes the use of programs and resources that track the impact and Ongoing Program management pieces. So what does that look like, and what does that mean . Lets go forward another slide, because now we are getting really close. This is the power of a strong employer who is a leader in their community, and all the potential places of impact. If you look down to the bottom, the policies and programs, being an employer that preserves the city and the county, there are physical environment influences that you have, not only for your employees, but the places you live. Theres also the health factors, the socio and economic factors because of the income, the incentives, and Educational Opportunities that can be provided. Ultimately, Health Outcomes are actually driven by you as well, since you are financing healthcare because of the Clinical Care that we can influence, and how it is delivered, and how we can address healthy behaviours. So through these frameworks, we can finally get started with what is happening in the marketplace. Lets go forward another slide. Okay, we will bypass these goals because they are a bit of a simplification for the prior goals that we have already addressed in a prior slide, some of the pain points where these vendors and carriers have begun to focus more energy on their resources, are what does my plan cover . We have all heard about medical surprises where we saw sought that we are seeing an in network physician, maybe we did go to an in Network Delivery system, but maybe the anaesthesiologist was out and to the surgeon was in. Who will help them member through that experience so theyre benefits are fully realized and they are not left holding a medical bill . How do you find the right doctor what is the right doctor look like . Is there a centre of excellence for this particular condition that i have, or maybe there is broad variations in care. Finally, what are the Treatment Options . I have to have surgery. So when you look at the way employers engage with consumers in the market today, it is much broader than this when we talk about the vendors and the carriers and what theyre able to do now. The current lever points increased when you start to include digital and these Life Solutions in the navigation space. To give you a really simple example, for a point solution, what if you have a member who does not have responsibilities back to the job, that they have the luxury that they can drive across town, find parking, and see if physical therapist . How can it be communicated to this member who has chronic low back pain that there is a virtual physical therapist that they can receive care right in their home for low back pain, or maybe for knee pain . That is a really simple example. Of course, this is the ubiquity of our Smart Devices now. It is possible this could reach a vast portion of your population who we serve. On the other end, live, how can i connect to human being who can understand what the issues are while im having a struggle and navigating the Healthcare System so one more click. Because of those two solution points and various hybrids that exist there, there is a new way that we can connect our employees and our population to all of these employer resources. I will give you another example because this is a pain point throughout the u. S. Behavioral health. Perhaps that when a member has acknowledged, they have cut through that wall of shame and they have said, i have anxiety and i will get treatment for this, however, every time they call a therapist, either no one returns her phone call, they never get through, or the therapist is no longer accepting new patients because they are completely full, or now theyve changed to cash only. What about all the Virtual Solutions . Visiting with a therapist online , all the Cognitive Behavioral Therapy solutions that are online, all the other interventions that are Available Online provided by employers through some of these niche vendor solutions. By the way, the more talk, the warmer it is getting in the room have you all notice . [laughter] we will move on to the next slide. Well go through a couple of clicks here. Theres a couple of takeaways that i thought would be useful for you, and it is more then the detail, it is hoping im hoping this is what you will really remember. There were several key points and shared understandings that we had to share before we could get to the slide. The first take away is there is a lot of vendors who have come to the table and also carriers that believe that they can do better in the Member Experience and how people experience the healthcare today. Because of the low barriers to entry and the problems of venture capital, have taken on this onus that they believe they can do better. What i will hope you will remember is everyone of these members, none of them endorsed by us, by the way, these are simply examples, provide a scope of services for various pain points that we probably have all experience ourselves and we also hear from our populations, but that scope of services is dynamic in that a lot of these vendors are wanting to expand the scope of their services, but this is where some of these vendors stood, so if you absorb the feedback from your populations and you did the surveys, and you knew where those pain points were, then by asking the question, what are they, and what are the possible solutions, and what are the best practices. This could be a Guiding Light for your strategy going forward. In addition to these vendors that are listed here, keep in mind that Health Plans Offer multiple care coordination and management models which vary across the spectrum. This includes both of those domains that we originally started talking about a few slides ago, which include the live and the digital. I will now give you some specific examples from this. I will stop and pause just to see if theres any questions. Now we will go through a couple of examples. And first i will draw your attention to that blue sphere in the centre of the page. While it does read telephonic care advocate, it could read simply care advocate or simpler, and advocate. That could actually be a human being or some type of technological solution, or an intervention. The goal on this slide is for us to think about what could happen differently if we looked over the art of the next two years, how would we like this to change and then i thought maybe the best way to walk through this is come up with an example. Lets think about a member, we will go back to that one where there is some confusing medical bill, and the employer, because they are not satisfied with maybe the adjudication process, and theres a lot of feedback coming to the employer, that theres conclusion around medical bills and how to navigate the appeals process, or maybe the medical bills dont even realistically reflect what has actually occurred. And through this intervention, theyre connected to someone who is proficient experts in helping get this matter resolved. Another example, a member has decided they have done their Due Diligence in trying to lose weight and they have decided it is time for bariatric surgery. They dont know whether those benefits exist, or if they did, if there is a particular centre of excellence that is recommended. Through provider upward optimization tools and navigation tools and through this intervention, the employer has the opportunity to influence a different way and go upstream with how the employee is actually going to interact with the Healthcare System. The provider example might be that a referral for a special type of therapy, maybe immunotherapy that we have already about, the providers will say, who provides that type of service and to this type of spherical tape influence that we have here. They could be referred to a place that is in network and consider the best in class. Those are two life examples. On our next slide, and it is our final slide, as we walk away and open this up for discussion and for the carriers to come up and talk about how they are addressing this today, theres various approaches you could take in acknowledging these pain points. One is, the approach is it is health centric. You work with the carriers to work on the pain points that you are getting into, your strategy accordingly. On the other extreme, approach number 3 this is a complete carveout where this is handed to a vendor and some of the processes, maybe it is utilization management, Care Management and a bunch of the other processes and services that we referenced on the other pages, are simply put in the vendor spot and somehow it interfaces with the vendor ecosystem because of interoperability. I will stop there and see if theres any questions. I have some experience with this over my 32 years in practice, and it all makes sense i see these different approaches its just there is chaos in terms of each health plan and all the tries to find vendors who understand the change. We just heard that blue shield opened up the hospital system, so how does that information how quickly does that information get transmitted to a vendor in this situation, and then to the subscribers, and that is a major change. There are minor changes that happen all the time as we look at our benefits packages in terms of transportation and nutrition support. It all looks good on paper, but when the rubber hits the road, i guess, ill get back to comment that was made earlier about where what are the outcomes from pilots on maybe more contained, smaller programs. Yeah, it has taken a while for me to be able to actually in the last two years, i have been studying this on a weekly basis so i could convey these ideas. There is a massive onslaught of information, and it is very difficult to distill that and receive it in a way that it is actually actionable, but it is not too much information and thats why these companies have come forward. To get back to some of your pieces around what is actionable here, many of the vendors and carers are willing to put performance guarantees in place around what they can form and the medical trends they are willing to guarantee. There are outcomes, there are publishable materials no love to share that. That will be another 20 minutes to work through those. I can tell you that it is not just coming from the vendors but that is actually validated through independent Consulting Firms. Weve done that with some of these vendors and we would look through various cohorts to see if they had that are outcomes and whether the medical trend was affected by it. That is my highest level answer. I appreciate that. We have already had experience with some vendors and outcomes, claims for dollars saved, or whatever, there is no doubt, in my mind, that Member Satisfaction is very high when they can talk to somebody or have the tools available. The question is, we are trying to restructure the way we approach Healthcare Delivery. Where does this impact on quality and cost and accessibility, and even sometimes the published outcomes that come from some of these vendors are a little tainted by their own desire, you know, they are forprofit, quite frankly. Give me a list of nonprofit vendors who are there to improve Healthcare Delivery to low cost, and maybe i will be a little less suspicious. Understood. We could certainly come back and talk about our own independent actuarially where it is validated, or where another Consulting Firm is paid to evaluate this from an independent standpoint. I will share with you the average health plan in the u. S. It is 15. The highest in the nation happens to be kaiser. And these solutions that we are talking about our up above 75 and higher. It is a dramatically different experience. Were talking about cohorts, so of course, they will be experiencing this differently. Thank you so much. I look forward to coming back and exiting this conversation. I will turn this back it will guide the carriers. He will come up next. Thank you. We will have blue shield come up hello. I am with blue shield of california and i am the account management for the city and county of san francisco. Today, well talk a little bit about our Management Programs which we have revamped and relaunched as of january 1st, 2019. We took the programs and all of the other programs that were sideload, and integrated them into one Holistic Care approach. So previously, you were in disease management, then you might have had utilization management over here, and behavioral Health Management and pain management. No we have integrated all of that to make it seamless for the member. We have two types of Care Management dependent upon which program you are in, so for access plus, we have shield support. It is a comprehensive all acuity Management Program that features member focused, clinical support from nurses, social workers, Health Coaches and Behavioral Health clinicians. It is designed to engage the one to two of the population who are at risk or who have the potential to be at risk. We do have a performance guarantee around that. We focus on Care Management, care coordination, and ensuring that the member has a holistic, all person focus for support. So, identification. Hyo do we identify the members and understand who needs the help the most . It is a data driven criteria based on authorization, medical and pharmacy claims, and then wellbeing assessments and direct referrals. Members can self refer to show support if they would like, but we do have a comprehensive outreach program. So we look at their predictive risk and all of the things that go into that. Risk progression trend, and then we look at all of those identifiers in order to outreach to those individuals who are either already who have a chronic condition, or are at risk. And for the trio members, we have shield concierge. Shield concierge is a more Inclusive Program for trio. It is a white glove service. We have specialized and specially trained Member Service [please stand by] mentality. Its all on us, not the member to get the care they need, or talk to somebody about their Current Health care crisis or that of a family member. So identification for shield concierge some of the what is the word im looking for if you have cancer, catastrophic injuries, diabetes, lgbtq health, opioid use, pain management, all of those things are triggers for us to outreach to a member. And then on july 1st of this year, we also launched an enhanced program that is a digital experience for members. It is individualized based on their health care needs. I didnt put that information on here, but thought i would offer it up. And that is designed to treat the whole member and give them an individualized health and wellness pass. Its based on, if i log into the program or access it from my phone, and i put in my scores and my Blood Pressure and things like that, it will help and then any other identifying factors for a health care condition, it will create an individualized health care and wellness path for that member and give them access to several different applications that are housed on our app, so they can be successful in their wellness journey. Thats it. Any questions . I guess in both populations you identify a pretty low percent. And so im assuming there is some you have quite a laundry list. Its identical for both groups. The percentage differs a little bit, but are they stratified, so if you have cancer you move to the top of the list . You know, anticipating a certain percentage in that youre going to support in this. Certain things like Behavioral Health, unless youve already killed yourself, may not be at the top. Right. No. We look if we look at the medical and pharmacy claims and all of those indicators, we are going to do outreach. We try to have we have reps trained to identify needs. We do outreach on how to best identify those in the population that need our help and they can selfrefer. At the found it is applicable to 1 to 2 . Those individuals that really need that care support. However, its available to everyone. So you know, we dont you know, i have to check and see if they make i dont believe they make a list and, you know, say okay these people first. I believe what it is, they get the indicators in and either a lot of times theyre referrals from nurses, physicians. Our utilization management teams. Since theyre all housed in one area, its easier for the member to get answers to their questions, to be directed to the right course of care, given care options. So but they do use the indicators that i mentioned to outreach to those members. And i can get you that information to see if they strat phi it. I guess the question is, we have an allclaims database. My suspicion is if we look at blue shield members both in trio and not, if you add up all the people with Behavioral Health issues, cancer, diabetes, opioid use and all that, its greater than 1. 5, 2. 5 , so there has got to be some to come up with this you know guess. This is a list of the conditions that rise to the top. And you know, its well understood the top 5 are 50 of the cost. Many of these persons have multiple chronic conditions so there is various ways to cut the data. Were just giving you a sample listing of the conditions that do rise to the top. And eventually, everybody with those conditions gets some type of care coordination, but to get with the program, you start with the highest risk. Commissioner follansbee so there is stratification. Thats what im trying to get at. How this is being implemented. Because i suspect that we have more than 1 of our blue members are diabetic. They cant be targeting all diabetics. Right, but diabetics with depression got to be multiconditions, thats what im trying to get at. How this list is being weighted. And how we perform our outreach based on that . I can get back to you with our detail around that. Thats an important indicator for our program is how we look at these people and how we outreach and decide who goes first when it comes to outreach. So any member is eligible to this, they dont have to have these particular problems . Maybe have one problem, but they dont have to have three or four . Right, if theyre in access, plus or trio they can go into shield support and shield concierge. How long has been this going on . We launched it 12019. It was new this year. We re desidesigned the whole pr. We have an all inclusive care program. So instead of disease management on one side, cure management on the other, this is wholistic approach and integrated for the member. So they can just pick up the phone and say im interested in the program . Absolutely. And are you providing any kind of report . You said you had performance guarantees, so im assuming there is reporting . Yep. We provide reporting on the success of the program, how many members are engaged and we have a guarantee around how many individuals we engage and keep on the program. We have reporting on it. President breslin so you will be reporting on that annually . Yes, absolutely. After the end of the year, we certainly will. Im wondering if you provide any sort of any cultural sensitivity training to your representatives, because i can just imagine that people of different cultures may have Different Levels of comfort. Yes, we absolutely do. Thats a large piece of our training. Not only do we train our reps to ask the probing questions, but theyre trained to be culturally compassionate and have access to language lines and other means to communicate with individuals. Any other questions . Thank you so much for your time. Good afternoon. Im with Kaiser Permanente. I would like to outline our integrated care coordination, walking you through our navigation and advocacy support resources and examples how this comes together. At Kaiser Permanente we take a teambased approach to care coordination where were able to provide the right care at the right time. This helps to reduce unnecessary treatment and better Population Health outcomes. Clinical care is coordinated with the member at the center of our teambased care model. Every doctor, nurse or other Health Professionals have a total picture of the Members Health through our single Electronic Health record allowing for realtime information about the member to be seen. This leads to more coordinated approach. When a member is diagnosed, their primary care physician works with a care team and member to create a tailored treatment plan. The care teams help the member to navigate from one appointment to the next across the locations and specialties to deliver seamless and effective care. Kaiser permanente members are well supported should they need help navigating through the system. Member services is the primary hub for help with any type of support from benefit questions to finding a doctor, helping with care navigation, assistance with getting a Second Opinion, claim support, interpreting or paying bills, or with filing a grievance. They are member advocates and members may choose to either call or meet with them in person. We make it easy for our members to navigate their care by providing them with a variety of tools and resources. Through our website, members can, for example, email their doctor, make appointments online, find a class, look up the cost of services with our cost estimator tools, which can also help with plan selection during open enrollment, or order prescriptions online. They also have apps. We have apps for their mobile devices, allowing similar access to functions on the go. In addition, members have access 247 to clinical support through our appointment and advice nurse line where they can have access to either a nurse or doctor if needed. Other examples of clinical support are having embedded Mental Health clinicians at our medical facilities for emotional support, proactive outreach by our Clinical Care team for members with chronic conditions and help for primary care physicians connecting members to specialists or helping with Second Opinions. These are just a few examples how we can help members navigate their care. Lets look at the next couple of slides here where we provide examples of how our integrated care model works. The first example here to better illustrate our approach to care, im going to walk you through the example of sidney who has been diagnosed with high Blood Pressure. She scheduled a routine checkup with her primary care physician. At the visit, the intake nurse updates sidneys Electronic Medical record with her basic health information, height, weight, Blood Pressure, smoking, alcohol and exercise habits. Her results reveal high Blood Pressure so her doctor schedules a followup appointment to monitor her situation more closely. At her followup visit, sidney gets a tailored plan to includes regular Blood Pressure screenings, a new prescription, Healthy Eating classes at our medical centre, and recommendations to use the website. So sidney goes and registers online and starts using the online features to save time and monitor her health. She can now email her Doctors Office with nonurgent medical questions, schedule appointments, view lab results and more. Automatic emr prompt informs sidneys care team shes due for her next Blood Pressure screening. The care team sends phone and mail reminders and sidney receives them and makes her next appointment. After weeks of monitoring sidneys Blood Pressure lowers. During the visit, the doctor updates her prescription and electronically sends it to a pharmacy. She stops by the pharmacy to get her refill prescription filled and then sidney has been exercise class at the Kaiser Permanente facility near her home the next day. Two months later, she orders refill through kp. Org to have them delivered to her home. With the support of the care team, her hypertension is under control, she successfully reduces Blood Pressure, lost 20 pounds and built a sustainable healthy lifestyle. Our second example here to understand how our disease Management Program works, were going to follow this example of carla. Shes a 50yearold kaiser member, bothered by foot pain. She visits her primary care doctor for exam. Based on the visit, her medical history and lab results, carlas diagnose is type 2 diabetes. Kaiser Electronic Medical record system called help connect enrolls carla into our diabetes Management Program. She doesnt have to opt in. She is automatically enrolled into the program. Carla and her doctor make a care plan that includes depression and vision screening, new prescriptions and Healthy Eating classes at local Medical Center and then she learns how to test her blood sugar at home. After a few weeks, carlas daily testing shows a spike in her blood sugar. Once she is registered on kp. Org, she can email her doctor who sends her prescription to the pharmacy. Carla stops by the pharmacy to fill her prescription after a yoga class at our center and also uses her kaiser app to order refills and sent to her home at no additional charge. The new prescription works and carlas blood sugar levels are stable. A month later, she has an eye appointment, although its not relative to her diabetes vision, an automatic prompt in the system lets the receptionist know that carla is due for a mammogram. So he schedules her. Now that carlas diabetes is under control, her foot pain is gone, up to date on preventative care, and feeling more engaged at work. This teambased coordination approach to care helps members navigate to have a more seamless experience and optimal outcomes. Any questions . Commissioner follansbee we heard from the previous presentation white glove coordination. Having been a kaiser doc for 16 years, i dont see this is any different from what i was involved with over my 16 years at kaiser. The programs get better, the prompts get better, but i dont see actually any proactive interventions here, where people are automatically getting followup. They may get into a diabetes program, but the followup, the white glove, the sort of the personalized, this is the situation where it looks like a member may actually want more Personalized Care with someone they can call to help coordinate all this. And i dont hear this, other than emailing your doctor, that there is any way for a member to get Personalized Care. Right. So youre right, there is not one single point of contact for the individual. If anything i would say, there is kind of a multipronged approach or the team approach, so either working through your physician to kind of help get the coordinated Care Experience where they would refer you onto specialists. Or if youre not getting what you need, reaching out to Member Services and having them sort of help with that care coordination or any sort of problem solving. I just wanted to add a little bit there. Kate from Kaiser Permanente. There actually is a lot of proactive outreach where were tracking with Care Management and the major disease states and making sure were ensuring these members get in for their checkups. So while there is examples, it sounds like there is a lot that you can do on your phone and you can reach out to the physician and that is absolutely true, were monitoring that as well. Its actually a tremendous amount of outreach that is going on. And a couple of things, doctor, i think about for example, mental Health Professionals for example being embedded in or primary care departments as well. Its taking this so it goes beyond just what theyre in for, for that particular visit. Were really trying to treat the whole person. And this gets into, you know, a number of things we talked about, social determinates of health and all those things. So i actually believe that were extremely proactive from each of the care teams in making sure were managing those conditions. Do you have a program for complex care coordination . We have case managers, absolutely, that will work with and each of the facilities can be slightly different, so we can get you the details on each of the facilities, but absolutely. If there is a complex case, we have case managers that help to work through those situations. Yeah, because we heard both from aon and blue shield, identifying the more complex cases proactively. Yeah, which is something that we talked about. The person has multiple specialists, how that is coordinated and followed through on. Yeah, it would be good to have an understanding how that is available to the members. But i think the members, you know, there is the outreach of the care coordination and then the understand offing the member and understanding of their member and the family how to reach out to kaiser when things are getting too complicated. Absolutely and maybe even a deeper dive. We talk about Electronic Medical record a lot, but really talking about how that works within our system. I know the doctor practiced with the Electronic Medical record, but having the specialists that are connected when there is multiple specialties working on these cases and how all that information is connected. Commissioner follansbee i dont think its my role to critique what is going on. I would just say that, yes, i played a doctor for 33 years, but im also patient with a complex medical condition and i dont get that outreach. So im the one who has to call and remind that im due for this task or due for that or for this followup. And so im certainly not getting white glove, but i can put on white gloves. I dont know that all the members can. So this is what i still think is missing. This model of adult primary care was rolled out when i joined kaiser in 98 and the roles have actually changed. The behavioral on each team, the nurse, their roles have changed considerably. Im not sure that the model is being followed. It probably does varies from meds center to Medical Center, but on departments and the personnel. Its concerning to me when were talking about the future, that im hearing the past. But again, im only speaking as someone who has been through this. I appreciate the feedback. And we need to hear these examples, absolutely. And i think better than me answering some of this, i would love to have the opportunity for one of our physicians to talk about what they do. Absolutely, if there is variability between medical facilities talking about the reasons for that and if there are changes that are coming, but appreciate the feedback there. So this isnt anything. Youve been doing this for a few years, this is not a new process for you . No, this is what i would say, its the basis for what we do as an organization. Now, do we try to get better all the time . Absolutely. And i will say that as we look at these emerging companies that are out there, it prompts us i mean it continues to challenge us to be better at what were doing, so there is great ideas that are out there. But youre absolutely right, this is not a new model for our organization, but to the doctors suggestions, we need to continue to improve upon those as well. President breslin thank you. Any other comments . Thank you. Good afternoon. Heather, United Health care. Were going to have two components president breslin excuse me. Well have Public Comment once the presentations get through for all three plans. Thank you. Thank you. So first well talk about the city plan. So this is our ppo plan for active and early retiree members. And to go along with all the presentations, this is something that has always been a part of the plan. There is additional enhancement, so im going to talk about the main product in general and then toward the end of the deck, well get into detail. President breslin this has always always, as long as youve had United Health care, the Care Management model. 2. 0, the first slide just kind of reiterates what everyone said, left to ourselves as the consumer we make less than optimal decisions half the time, because we dont know what to do, where to go, and who to support us. So engaging members can help them proactively address and reduce health care costs, so the personal Health Support program, very similar to what was talked about for blue shield is the program that takes 50 chronic conditions. I dont have a list here, but theyre similar. People with heart disease, cancer, musculoskeletal, diabetes, those kind of conditions. Pardon me, but maybe you could point out what is new. Oh, yeah, when we get to the end, ill talk about advocate for me which is a Customer Service model. These are the disease management components. They look at medical claims, lab results, pharmacy data. We do have some members that do biometric screenings and we have their information and health assessments. And essentially people that full into the 50 category, there is 100 outreach made in one way or another to look at the members closing gaps in care that are identified or risks. Different components of supporting those members across the continuum, one of the things that is used is a designated nurse team. Those nurses that get the information on the members that are identified will understand those needs. There are clinical things going on and education. So the members can opt in like she said, anybody can call in and access the nurse advocates, or again, the outreach is done. So they and the recovery family members can help them with the chronic conditions. Additionally, we have a Decision Support tool that will guide members to choosing appropriate care. So one of the main things that youll find here, for example, somebody has back pain and theyve been using chiropractic. They get to the point where theyre talking to a surgeon and using the Decision Support tool, its helpful for them to determine the right route of care and what the outcomes will be and navigate through that Decision Support process. Case management is using disease management for those conditions, so again, outreach tools and those nurse managers. And then for members themselves through our website, there is a lot of online tools, rally health and wellness. Keeps employees motivated. They can do their own check ins and assessments and coaching and information. Part of the process of reaching out in many different ways, one of the things that are used are healthy notes. These probably wouldnt be used for somebody with cancer, but healthy notes, you have a person with asthma, we see theyre only using emergency inhalers and not taking preventative medication. A note not only to the member, but the members provider would be done to try to engage the member. Clinical programs that we have for our maternity, transplant, many others that are part of the program, but for example somebody newly found out theyre expecting. The Maternity Program makes an outreach call to the member, tell them about the program, engage them if theyd like to enroll. They get the what to expect when youre expecting, coupons and baby items. Thats an example of how the program works. But using the clinical, network and Behavioral Health offerings, these are a lot of the different ways theyll reach out for support. And so essentially, by screening 100 of those members that are in the risk categories, theyre able to engage them, improve their Health Outcome and reduce Overall Health costs. Any one of those categories where theyre assisting a member, theyre going to have the resources, the nurse advocate to help them make the best decisions for savings and outcomes. And then additionally, yeah, just talks about the different support, both nurse advocates using line which is the toll free number they can call 247 for support on issues and then the condition Management Programs. Okay. The healthy notes and reminders. I gave you an example, but this is where we talked about the gaps in care. [please stand by] [please stand by] they can get with that expert right away, a nurse expert. I believe these calls averaged eight to nine minutes. Theyre taking a lot of time helping the member, maybe getting them a new diagnosis so they will find solutions that are working with them. They will then engage and call that nurse back. They will be able to have a oneonone relationship with that person to help them make those decisions when theyre dealing with those kinds of conditions. For many different areas, emotional, clinical, it is not listed here, but we also have the virtual visits for medical fin it visits, as well as virtual Behavioral Health visits there has been an issue with trying to get access to Behavioral Health providers, those are also components. Questions . I was a member of the city plan for years and i dont recall anything going on like this. Yeah, and i think as we all talk about some of the programs that are always embedded, you are right. If you are not necessarily needing the services, or if you are not showing up in one of those top chronic conditions, you may not have received an outreach, with those models are just a component of the program and how it works. One member when members either called in, or self identify, or an outreach is done to them. I apologize for this question because i probably should have formulated and asked each one of you the same question, but lets say a woman is diagnosed with Breast Cancer, and the question is, does a Breast Cancer diagnosis trigger a response from United Healthcare to offer the kinds of options, the Second Opinions, education, and all of that, and this question should have been asked for blue shield and for kaiser in terms of, yes, i know members can access information, they all have lots of information, and they are providers can provide all this information, and by law, they have to provide certain kinds of information anyway. The question is whether the health plan response to a diagnosis such as Breast Cancer with this kind of advocate for me program, were any program to verify that the member gets all the information and he or she hears all the options. I apologize for singling you out i should have asked it for everyone. Probably the answer would be similar, i would imagine. Especially cancer, pregnancy, others as i have mentioned will be on that 50 list of conditions , but they will make a nurse outreach to those members. I think the challenging part for all of us is a lot of times when we call, we cant reach them because we may not have a valid phone number, we dont always get that information. Often when we reach them, they will enrolled, with so many of our provider groups are providing support for them. For example, some of these dont someone is diagnosed with cancer, theyll be told about the soaker support groups in their area and they enrolled. That is okay. At least the outreach is made, but absolutely, those top 50 plus. I apologize they dont have a list, but it is very similar to what blue shield was shown. Our labs claim to show that they are in that category and would receive an outreach. My question is, in part, given by the fact that if we have a vendor offering Second Opinions, and reviewing the summary of all of those cases, it was quite clear that majority of cases, members did not feel that they had access, or maybe they just didnt want to use it, but they have access to other opinions or more information, so they were calling the vendor to get that information, and so, i think the health plan the Health System is trying to address how to encourage members to use this, and so how are they being outraged . If the medical group is providing that, as well, they need to make sure the information is not falling through the cracks in the information is consistent for every member. Yes. I agree. I think, also, the Second Opinion process, as we learn from what we shared is different our plan happens to be a plan where you can choose to see any provider in and out of networks. Benefit levels will be different you are right. They can get a second or third or fourth or a fifth opinion if they wanted. Questions . Thank you. Thank you. Shannon hobbs, United Healthcare, representing the Medicare Advantage p. P. O. Plan. The first slide is showing our Medicare Advantage continuum. It has the member at the centre, and i were two cornerstones are holistic Case Management as well as our House Calls Program. Our House Calls Program is geared towards making sure that the members can their Health Conditions are known, which will generate referrals into some of our Clinical Programs. Lets go to the next slide. We have Clinical Programs and services that meet the member at every stage of their healthcare journey. Staying healthy, again, we have our health to house program, solutions for the caregiver, we also use our advocate for me program, like heather explained, so as members are calling in, we know if they have a health condition. We know if they havent gotten their healthcare screening. We can contact their primary care physician, make an appointment for them. With people who are hospitalized , we have case managers on site, our own nurses will be assigned to those members to help them through their hospital visit as well as their transition into a Skilled Nursing facility or return to home. We also have programs for people who are living with illness or are at the end of their life. We have those programs that are geared towards improving their quality of life. We are committed to providing the right level of care at any stage that the member is in. My final slide is just some of the ways we engage. This particular example is on our healthy membership. Whether we are doing mail ins or doing outreach to members, members calling in, we do education via open enrolment events, or brain sharks. We have several educational apps our fitness programs, and we do member incentives. We do mail ins all the time targeting our healthy population as well as our sick population to get them engaged in the programs that would be appropriate at their level of care. Any comments . Thank you. All right, now we will have Public Comment on this item. This is under all the Care Management that was represented. My name is dianne and i represent the retired division. I would like to comment on kaiser because that is what i am a member of. My husband and i have been members for over 50 years and we have been very happy with kaiser , with some exceptions, but my husband now has a lot of chronic medical conditions, and i have never found, except for one department at kaiser, that anyone has reached out to me. Anything ive gotten from them is because i have reached out to them. It was last spring, he was in and out of the hospital in the emergency room maybe four times. Kaiser used to have a program where you were in the hospital and you went home and they called to see how you were doing it doesnt happen anymore. Maybe they are so busy and so big now that they cant do that. I thank you can get good service from kaiser, what you have to be able to advocate for yourself and know, to a degree, what you need and want. I have never found anyone reaching out to me or to him. With one exception, and that is the hematology department. Thank you. Im a retired teacher. I had the opportunity of clicking on the kaiser website. I thought i would like to know about my general wellbeing, physically. So i clicked and i clicked and i said, yeah, i work so many hours , i exercise, and then it got to, enter your Blood Pressure. So i had to get out of that path or find that information and enter this, as i go along, it is like i had to do all the information, and it was not a seamless thing where i or i could click on to kaiser, and at the end, i found out that it was johnson johnson. Sure, i got reminders every day for about a week to finish it, but i just didnt have the heart to have to enter all this information. Another thing i clicked on was clinical trials, and im wondering if it has to do with my entries on facebook now of clinical trials