smart patient presentation
TRANSCRIPT
© 2008 UnitedHealthcare
Smart Patient, Smart Consumer
Client logohere
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
Returnto HP
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?
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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?