smart patient presentation

© 2008 UnitedHealthcare

Smart Patient, Smart Consumer

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YOU: THE SMART PATIENT

• What you need to know to get the best treatment

• How you can useUnitedHealthcare’s resources to be a smart patient andsmart consumer

CO-AUTHORS

What’s Your Smart Patient IQ?

What’s the most important thing to bring with you to the doctor’s office?

A properly completed living will, to be kept on file

Your spouse

An accurate and complete health profile

A crisp $50 bill in an envelope

A photo of yourself at age twelve

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SMART PATIENTS MAINTAIN AND MAKE SURE THEIR DOCTOR HAS A COMPLETE AND CURRENT HEALTH PROFILE

What Is A Health Profile?

Personal DataExisting ConditionsCurrent HealthCurrent MedicationsCurrent Medical SymptomsVital Statistics/Lab HistoryHealth HistoryFamily HistoryHealth Exams, Screenings & ImmunizationsEmergency Contacts

Create Your Health Profile At myuhc.com

Access Your Personal Health Record

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More About Your Personal Health Record

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SMART PATIENTS CHOOSE THEIR DOCTOR WISELY

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What Should You Look For In A Doctor?

PatientCommunicativeResponsiveReputable

Where Do You Go For This Information?

Doctor or Nurse RecommendationFriends/Family myuhc.com

Find Doctors & Facilities

Smart Patients Choose Their Doctor Wisely

UNITEDHEALTHCARE TAKES THE GUESSWORK OUT OF FINDING A DOCTOR THAT IS RIGHT FOR YOU

Get Consistent & Efficient CareStrive to eliminate variations in:

According to the New England Journal of Medicine, evidence based medical practices are only adhered to 55% of the time1.

Medical costs can vary widely between UnitedHealth Premium designated physicians and non-designated physicians.

1 Asch et al. N Eng J Med. 2006 March 16;354:1147-1156

The UnitedHealth Premium® Designation Program

Quality of Care: A physician has met the criteria for quality of care based on national evidence-based medical standards and practices.

Quality & Cost Efficiency: A physician has met the criteria for quality of care based on national evidence-based medical standards and practicesand for cost-efficient care.

No Icon Insufficient data with UnitedHealthcareText only Specialty not evaluated

Not displayed upon physician request

Just Look For The Stars At myuhc.com

Specialty Areas Included In Designations

Surgical• Cardiothoracic Surgery• Interventional Cardiology• Electrophysiology• Neurosurgery• Orthopedic Surgery• Spine Surgery• Total Joint Replacement• Sports Medicine

Specialty Areas Included In Designations

Nonsurgical• Allergy • Nephrology• Neurology• Oncology• Pulmonology• Rheumatology• Cardiology (non-

interventional)

• Endocrinology• Infectious Disease• Family Medicine• Internal Medicine• OB/GYN • Pediatrics

What’s Your Smart Patient IQ?

When is the best time to schedule a doctor appointment?

In the early afternoon on Friday

Weekends, since all the other patients are enjoying themselves

In the late morning, after your doctor has had his coffee

The first appointment of the day, whenever that is

Any time on Wednesday, which is traditionally a slow day for doctors

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SMART PATIENTS ASK QUESTIONS BEFORE SELECTING THEIR DOCTOR

Ask These Questions

• Is the doctor accepting new patients?• Where did the doctor study and do her residency?• Is the doctor board certified and for how long?• Where does the doctor have hospital privileges?• What types of patients does the doctor usually see?• Who typically cares for the doctor’s patients when she

is out of the office?• Is the doctor in the network?

SMART PATIENTS MAKE THE MOST OUT OF THEIR VISITS TO THE DOCTOR

They Come Prepared

State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10

SMART PATIENTS DESCRIBE MEDICAL PROBLEMS CONCISELY

Be Straight Forward

• What is the problem that brings you to the doctor?

• Have you noticed anything that triggers the symptoms?

• How severe is the pain or problem?• Have you tried any treatments and did

they make a difference?

Be ready to answer these questions for the doctor

What’s Your Smart Patient IQ?

Your doctor says you need to undergo a medical diagnostic test. Which question should you ask first?

How accurate is this test?

What exactly does this test measure?

Who is going to pay for this?

Why do you think I need this test, and what will happen if I don’t take it?

Will the probe that’s used in this test be brand new?

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What’s Your Smart Patient IQ?

How often does getting a second opinion change treatment substantially?

In about one-third of all cases

In about 20 percent of all cases

In about 60 percent of all cases

Very rarely, surprisingly

What’s a second opinion?

A

SMART PATIENTS MAKE SMART DECISIONS – GET A SECOND OPINION

When?• Doctor doesn’t take your symptoms seriously• Doctor says you need surgery• Doctor isn’t a specialist in your disease • Treatment you’re receiving isn’t working • You’ve lost faith in your doctor • You’re not communicating well with one another• You want to try other treatment options• When required by your health insurance

What’s Your Smart Patient IQ?

If a doctor gives you a troubling diagnosis, you should ask all but which one of the following questions?

Who, other than you, is the best physician treating this?Are there clinical trials sponsored by the National Institutes of Health for this condition of disease?

What are the odds that this diagnosis is incorrect?

Will you still treat me if I get a second opinion?

Will this condition affect my hobbies?

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Leveraging Treatment Decision Support

Treatment alternativesCondition educationRight facility and physicianAdmission counseling

Musculoskeletal Men’s health Women’s health Heart disease Obesity

Back pain Benign prostate Breast cancerCoronary disease,

CABG & angioplasty

Bariatric surgery

Knee replacement Prostate cancerBenign uterine

conditions, hysterectomy

Hip replacement C-section

TDS Direct Line: 1-888-866-8295

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SMART PATIENTS KNOW THEIR MEDICATIONS

What To Ask• What is this medication for?• Does it replace anything else I’m taking?• How do I take and how long do I take the medication?• What side effects can this drug cause; how common are they?• Is this drug new to the market?• Can it be taken with the other medications / supplements?• Can this cause special problems in someone my age?• Are there foods or activities that I should avoid? • Is there a generic version of this drug?

What’s Your Smart Patient IQ?

The most accessible and least expensive health care resource you have is?

Google.com

The Nurseline provided by UnitedHealthcare

Your pharmacist

The self-help section at the local bookstore

Your neighbor’s fortune-teller

B

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24/7 Access To A Registered Nurse

Toll-free numberLive Nurse Chat on

myuhc.com

What’s Your Smart Patient IQ?

Which of the following is the least important quality in finding a great hospital?

It should be close enough to your home area so friends can visit, which is important to your moraleIt should be able to prove that it performs high numbers of the procedure you need doneThe hospital should have high marks for quality in state databasesThe hospital’s managerial staff should all be practicing, board-certified doctorsThe ER is staffed 24 hours a day

A

What’s Your Smart Patient IQ?

If you’re going to undergo heart bypass surgery, you should go to a hospital that performs at least this many such procedures per year:

5 (but they’re all perfect)

50

500

5,000

It doesn’t matter, as long as the surgeon is extremely skilled in the operation

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Does Quality & Cost Efficiency Matter?

State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10

You:The Smart Patient, page 194

• Approximately 98,000 patients die each year due to hospital errors

• 2 million patients/year get an infection in the hospital

• 83 million days of illness were preventable by receiving quality health care

DID YOU KNOW?

Poor Quality Health Care Results In:

More ComplicationsHigher Redo RatesUnnecessary HospitalizationsMisdiagnosis

State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10

You:The Smart Patient, page 194

SMART PATIENTS TAKE SPECIAL CARE IN CHOOSING THEIR HOSPITAL

Take Care In Choosing Your Hospital• Care varies by hospital• Care varies by department• Hospitals with level 3 Emergency Rooms are best

equipped to handle any condition• Use our hospital quality details comparison tool

UnitedHealth Premium® Designation Program For Specialty Centers

• Cardiac Care• Spine Surgery• Total Joint Replacement• Neonatology• Congenital Heart Disease• Infertility

Find A Hospital Or Other Facility

What’s Your Smart Patient IQ?

Where should you sit in the ER waiting room?

The seat closest to ER nurse so he or she notices you

Anywhere but near vending machines

On a plastic chair rather than a cloth chair

On a pillow, because you’re going to be there for at least 22 hours

Within earshot of the treatment areas, so your wailing will not go unheeded

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SMART PATIENTS PREPARE FOR HOSPITAL STAYS

Take No Unnecessary Risks

• Have one doctor coordinate your care• Review a complete list of all of your

medication with your coordinating doctor and attending nurses

• Ask your nurse to double check your wrist ID before administering any medication

• Be willing to ask if you really are supposed to receive that drug or procedure

Declare Germ Warfare

• Insist that everyone entering your room wash their hands or use an alcohol hand-sanitizing gel

• Request a clean stethoscope• Get your sheets changed everyday• Limit visitors

What’s Your Smart Patient IQ?

The most germ-ridden object in your hospital room is:

The flush handle on the toilet

The food tray

The doorknob

The TV remote control

You

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UNITEDHEALTHCARE WANTS TO HELP YOU BECOME A SMART CONSUMER OF HEALTH CARE

Review Your Benefits

Review Your Benefits

View Your Claims

Monthly Health Statements

Get Back in the Game

Don’t let back pain change the way you live. Our knowledgeableHealth Coaches want to help you deal with the stress, frustration,

and pain that accompany back problems. To do this, theywill provide you with information that you can discuss with

physician, answer general questions you have, and provide youwith important educational materials.

SMART PATIENTS PAY LESS FOR MEDICATIONS WITHOUT SACRIFICING QUALITY OR SAFETY

Prescription Drug List

Retail & Online Pricing Based on Your Plan

Other Ways We Can Help You

• Insert text for this customer

We are here to help you 1-XXX-XXX-XXXX

Smart Patient Materials

Smart Patient kit comes in packs of 25 and includes:

• Smart Patient overview brochure

• Chapter excerpt from YOU: The Smart Patient

• Dr. Oz patient checklist wallet card

• Smart Patient Quiz on MyChoiceNotChance.com

It’s Up to You.Stay Well. Stay Well Informed.

myuhc.com

On-line Health assessments

Customer Care Professionals

Personal health support

Personal Health Record

Preventive screenings

On-line health coaching

Nurse line

IT’S UP TO YOU TO BECOME

A SMART PATIENT

© 2008 UnitedHealthcare

Thank you.Questions?