Smart Patient,  Smart Consumer © 2008 UnitedHealthcare Client logo here
YOU: THE SMART  PATIENT <ul><ul><ul><li>What you need to know  to get the best treatment </li></ul></ul></ul><ul><ul><ul><...
CO-AUTHORS Mehmet Oz, M.D. Michael Roizen, M.D.
What’s Your Smart Patient IQ? <ul><li>What’s the most important thing to bring with you to the doctor’s office? </li></ul>...
SMART PATIENTS MAINTAIN AND MAKE SURE THEIR DOCTOR HAS A COMPLETE AND CURRENT HEALTH PROFILE
What Is A Health Profile? <ul><li>Personal Data </li></ul><ul><li>Existing Conditions </li></ul><ul><li>Current Health </l...
Create Your Health Profile At myuhc.com
Access Your Personal  Health Record Skip
More About Your Personal  Health Record Skip
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
More About Your Personal  Health Record Skip Menu
SMART PATIENTS CHOOSE THEIR DOCTOR WISELY Return to HP
What Should You Look For In A Doctor? <ul><li>Patient </li></ul><ul><li>Communicative </li></ul><ul><li>Responsive </li></...
Where Do You Go For This Information? <ul><li>Doctor or Nurse Recommendation </li></ul><ul><li>Friends/Family  </li></ul><...
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 Care <ul><li>Strive to eliminate variations in: </li></ul>CARE COST According to the New Englan...
The UnitedHealth Premium ®  Designation Program Quality of Care:   A physician has met the criteria for quality of care ba...
Just Look For The Stars At myuhc.com No Icon Insufficient data with UnitedHealthcare Text only Specialty not evaluated Not...
Specialty Areas Included In Designations <ul><li>Surgical </li></ul><ul><ul><ul><li>Cardiothoracic Surgery </li></ul></ul>...
Specialty Areas Included In Designations <ul><li>Nonsurgical </li></ul><ul><ul><ul><li>Allergy  </li></ul></ul></ul><ul><u...
What’s Your Smart Patient IQ? <ul><li>When is the best time to schedule a doctor appointment? </li></ul>A B C E In the ear...
SMART PATIENTS ASK QUESTIONS BEFORE  SELECTING THEIR DOCTOR
Ask These Questions <ul><ul><ul><li>Is the doctor accepting new patients? </li></ul></ul></ul><ul><ul><ul><li>Where did th...
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 <ul><ul><ul><li>What is the problem that brings you to the doctor? </li></ul></ul></ul><ul><ul><ul><li...
What’s Your Smart Patient IQ? <ul><li>Your doctor says you need to undergo a medical diagnostic test.  Which question shou...
What’s Your Smart Patient IQ? <ul><li>How often does getting a second opinion change treatment substantially? </li></ul>A ...
SMART PATIENTS MAKE SMART DECISIONS – GET A SECOND OPINION
When? <ul><ul><ul><li>Doctor doesn’t take your symptoms seriously </li></ul></ul></ul><ul><ul><ul><li>Doctor says you need...
What’s Your Smart Patient IQ? <ul><li>If a doctor gives you a troubling diagnosis, you should ask all but which one of the...
Leveraging Treatment Decision Support <ul><li>Treatment alternatives </li></ul><ul><li>Condition education </li></ul><ul><...
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SMART PATIENTS KNOW  THEIR MEDICATIONS
What To Ask <ul><ul><ul><li>What is this medication for? </li></ul></ul></ul><ul><ul><ul><li>Does it replace anything else...
What’s Your Smart Patient IQ? <ul><li>The most accessible and least expensive health care resource you have is? </li></ul>...
24/7 Access To A Registered Nurse Toll-free number Live Nurse Chat on myuhc.com
What’s Your Smart Patient IQ? <ul><li>Which of the following is the  least  important quality in finding a great hospital?...
What’s Your Smart Patient IQ? <ul><li>If you’re going to undergo heart bypass surgery, you should go to a hospital that pe...
Does Quality & Cost Efficiency Matter? <ul><ul><ul><li>Approximately  98,000 patients die each year due to hospital errors...
Poor Quality Health Care Results In: <ul><li>More Complications </li></ul><ul><li>Higher Redo Rates </li></ul><ul><li>Unne...
SMART PATIENTS TAKE SPECIAL CARE IN CHOOSING THEIR HOSPITAL
Take Care In Choosing Your Hospital <ul><ul><ul><li>Care varies by hospital </li></ul></ul></ul><ul><ul><ul><li>Care varie...
UnitedHealth Premium ®  Designation Program For Specialty Centers <ul><ul><ul><li>Cardiac Care </li></ul></ul></ul><ul><ul...
Find A Hospital Or Other Facility
What’s Your Smart Patient IQ? <ul><li>Where should you sit in the ER waiting room? </li></ul>A B C D E The seat closest to...
SMART PATIENTS PREPARE FOR HOSPITAL STAYS
Take No Unnecessary Risks <ul><ul><ul><li>Have one doctor coordinate your care </li></ul></ul></ul><ul><ul><ul><li>Review ...
Declare Germ Warfare <ul><ul><ul><li>Insist that everyone entering your room wash their hands or use an alcohol hand-sanit...
What’s Your Smart Patient IQ? <ul><li>The most germ-ridden object in your hospital room is: </li></ul>A B C D E The flush ...
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 knowledgeable Health Coach...
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 <ul><ul><ul><li>Insert text for this customer </li></ul></ul></ul>We are here to help you  1-XX...
Smart Patient Materials <ul><li>Smart Patient kit comes in packs of 25 and includes: </li></ul><ul><li>Smart Patient overv...
It’s Up to You. Stay Well.  Stay Well Informed. myuhc.com On-line Health assessments Customer Care Professionals Personal ...
IT’S UP TO YOU TO BECOME  A SMART PATIENT
Thank you. Questions? © 2008 UnitedHealthcare
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  • CUSTOMIZE THIS SLIDE WITH CLIENT NAME AND/OR LOGO. IF LOGO CANNOT FIT ROUGHLY INTO THE AREA PROVIDED, PLEASE TYPE IN CLIENT NAME IN THE “TEXT” AREA PROVIDED. Thank you for the opportunity to meet with you and talk about some simple things you can do to become a Smart Patient and resources that you have available to you to help you do this with your UnitedHealthcare medical plan. As smart patient you are more likely to get the best health care possible.
  • Everyone needs to become a smart patient—-your life may depend on it. It’s in your own best interest to become empowered and involved in your own healthcare! What we are going to talk about today comes from the book - You: The Smart Patient . We’ve plucked out the ideas that, we believe, will be relatively simple to learn and implement. We’ll give you tips on how to track your medical family’s medical history and practical ideas on how to become a smart consumer of health care. Achieving Smart Patient status - It’s not just an honorary title. After today, you’ll know what time of day to schedule your doctor’s appointment, which hospital staffer you should always talk to before choosing a surgeon. And you’ll also know what you should NEVER touch in your hospital room. So – stay tuned.
  • Dr. Mike Roizen (roy-zen) and Dr. Mehmet (mah-met) Oz wrote YOU: The Owner’s Manual to help you understand that 70 percent of how long and how well you live is in your hands. Luckily for us and you, the Joint Commission, our nation’s health care safety advocate, approached the team to help with a BIG problem. Medical errors cost the U.S. tens of thousands of lives per year, and the Joint Commission could not squash this crazily large number without pulling in the biggest ally of all, the Smart Patient. Dr. Mehmet Oz, M.D., is a vice-chair of surgery and professor of cardiac surgery at Columbia University.  Dr. Oz is also medical director of the Integrated Medical Center and director of the Heart Institute, New York Presbyterian/Columbia Medical Center. Dr. Oz has appeared on The Oprah Winfrey Show and “Second Opinion with Dr. Oz” on the Discovery Channel.  He is the author of more than 350 published works, including books, articles, and abstracts.  Dr. Michael Roizen, M.D., is a professor of anesthesiology and internal medicine and chair of the Division of Anesthesiology, Critical Care Medicine, and Comprehensive Pain Management at the Cleveland Clinic. In addition to, You: The Smart Patient, they have also written and published You: The Owner’s Manual and You: On a Diet.
  • Let’s start with the first question of our quiz … You are the person most responsible for the success of your health care, What’s the most important thing to bring with you to the doctor’s office? READ THE SLIDE The correct answer is “An accurate and complete health profile.”
  • Most patients don’t do a great job of communicating with their doctors because patients often give them too little pertinent information to go on. They may also give doctors too many distracting or off-topic details. The first sign of a Smart Patient is that they produce during their first visit, or even their 50 th , their health profile.
  • So what is a health profile? A Health Profile comprises those statistics and details that are crucial to you and your doctor. We always see health books and well-intentioned magazine articles that tell you to compile so much stuff, we get winded just reading the list. The average person would have to take a week off from work and probably hire a bounty hunter to get everything recommended. You don&apos;t need to do that, but you do need to assemble a thorough health history so that you&apos;ll have a body of evidence to use when working with your doctor. A big part of being a Smart Patient is knowing how to compare new evidence (such as new test results) against the old. Like Sherlock Holmes, even though something may seem elementary to everyone else and not worth asking about, you need to press on with your questions and your investigation.
  • myuhc.com: A Key Resource to Becoming a Smart Patient and Smart Consumer . myuhc.com is the gateway for information about your health including access to your Personal Health Record. CLICK TO MAKE CURSOR APPEAR OVER PERSONAL HEALTH RECORD—SLIDE WILL ADVANCE.
  • AFTER A SLIGHT DELAY, CURSOR WILL DRAG OFF SLIDE AND AUTOMATICALLY ADVANCE TO HIDDEN SCREEN GRAB, WHICH IS AN IMAGE OF THE PERSONAL HEALTH RECORD. CLICK TO SHOW THE MENU FOR THE PERSONAL HEALTH RECORD.
  • Our online Personal Health Record (PHR) provides a comprehensive picture of an individual’s medical record, based on pre-populated claims clinical and pharmacy data, lab results and health assessments. It also provides the option for the member to keep track of information that is important to you. The record can be printed and taken to the doctor or hospital or it can be accessed by a network provider or facility--with the member’s consent of course, --by simply swiping the member’s ID card and entering the date of birth (or entering this information manually). This provides Health Insurance Portability and Accountability Act (HIPAA) compliant security, maintaining a balance between secure personal medical records and expeditious provider access in the event of an emergency. Members may elect to disable network provider or facility access to their Personal Health Record by changing the online default setting. Sensitive information related to genetic testing, reproductive health, behavioral health, substance abuse and sexually transmitted diseases are automatically excluded from the personal health record. The information contained in the record automatically generates secure messaging relevant to the individual member, to provide timely support for health advancement… Personal Health Record data sources – medical claims, lab results, pharmacy, self-reported information including family history Health Trackers – weight, BMI, blood pressure, hemoglobin and many other items Health calendar with reminders Family and physician access sharing with consumer consent Convenient online physician access with UnitedHealthcare member card swipe If desired, you can go into detail on any menu item by clicking on that item. You will be forwarded to details on that particular subject. If you don’t wish to go into any detail, hit the SKIP button.
  • Personal Health Record data sources – medical claims, lab results, pharmacy, self-reported information including family history Health Trackers Health calendar with reminders Family and physician access sharing with consumer consent Convenient online physician access with UnitedHealthcare member card swipe Personal Health Record serves as platform for individual secure messaging
  • Track Your Health [insert notes]
  • Conditions &amp; Allergies [insert notes]
  • Medications [insert notes]
  • Doctor Visits [insert notes]
  • Dental &amp; Vision appointments, treatments, prescriptions [insert notes]
  • Calendar &amp; Reminders – You can create reminders of appointments, refill reminders, or other, more general reminder messages for yourself.
  • View Claims – You can view claims, lab tests etc. So you don’t need to remember exactly when you had that x-ray or immunization.
  • Personal Profile – If you wish you can create a Personal Profile for yourself and your dependents.
  • One of the most important decisions you will ever make – and one that you’ll likely make more than once – is choosing your doctor. I’m sure many of you have doctors with whom you have relationships but there will likely be a time where you need to find a doctor – a specialist perhaps.
  • READ SLIDE AND ELABORATE
  • READ SLIDE Friends/Family are a likely place to get a recommendation for a doctor. But there are other resources as well – how about Intensive Care and Emergency Room nurses are an especially good source of information when choosing a primary care doctor or surgeon. And, there is also valuable information available on your member web site – myuhc.com
  • SLIDE RETURNS TO MYUHC.COM HOME PAGE. AFTER A SLIGHT DELAY, THE CURSOR DROPS DOWN TO “FIND A DOCTOR”. ON CLICK THE CURSOR DISAPPEARS AND THE PHYSICIAN AND FACILITY SEARCH HOME PAGE IS REVEALED. At myuhc.com we can help you find a doctor: Search by physician name, specialty or location Search by condition or procedure Search for Physicians in the UnitedHealth Premium designation program Learn if your doctor is in the UnitedHealth group network National Quality Accredidation (NCQA) Recognized Physicians And you can also call a UnitedHealthcare Customer Care Professional toll-free at the number on the back of your medical id card We’ll go into more detail about this in a moment.
  • When you do a physician search on myuhc.com you will be able to determine which physicians meet the UnitedHealth Premium designation standards.
  • UnitedHealthcare takes this a step further by taking the guesswork out of finding a doctor that’s right for you.
  • Today’s health care system is fraught with wide variation in medical practices that often result in inconsistent clinical outcomes and inefficient care delivery for consumers. CLICK Care Variation Variation in treatment practices continues to exist, despite the availability of well-established, published evidence-based medical guidelines. The New England Journal of Medicine reports that even when physicians are aware of best practices, they adhere to them only 55% of the time. CLICK Cost Variation Health care costs also vary widely across the nation. For example, in a six-market comparison of orthopedic costs, our claims data shows that the cost for a total knee replacement can vary from $17,737 to $22,383 for a non-designated physician. We believe that a significant factor in the cost difference is variation in care provided by the physician. UnitedHealthcare has established the UnitedHealth Premium program to help address this variation in cost.
  • With UnitedHealthcare, you can leverage the UnitedHealth Premium designation program, which identifies doctors and cardiac facilities that meet nationally recognized medical guidelines for quality and efficiency of care. READ SLIDE To earn a UnitedHealth Premium designation, doctors and cardiac facilities are evaluated every year using guidelines published by: State medical boards National organizations such as the American College of Cardiology Government sources such as the Center for Medicare Services And how do you find these designations? CLICK.
  • To Find doctors and facilities designated for quality and efficiency of care – go to myuhc.com and look for the UnitedHealth Premium program stars or call a Customer Care Professional. A provider must meet quality standards to be considered for cost efficiency star.  Quality Meets quality standards based on the most up-to-date medical practices, expert doctor advice and performance during care.   Quality and Efficiency Doctors and cardiac facilities that meet quality and efficiency standards are more efficient in providing appropriate testing, medications, procedures and follow-up care. More efficient doctors typically perform fewer tests and procedures and have lower surgical redo and complication rates. ▲ The Specialty was not evaluated, there was insufficient data, or the physician chose not to participate [need to check this mark]
  • The specialties currently included were chosen purposefully. These specialties were chosen because of the following: Each specialty has consensus or evidence-based standards of care currently available – therefore, quality can be measured without using efficiency as a proxy Significant variation across these specialty exists with great opportunity for improvement These specialties represent a sizeable portion (60%) of medical spend We have the ability to scale the measurement of these specialties using claims data analysis – therefore, we would not need to use patient medical records to measure physician performance; we can use claims. To assure that our measurement strategy was sound, we conducted an audit of medical records in 3 markets and compared the results to our claims analysis. We found a very high correlation of the audit to the claims results Physicians are designated using a 95% level of confidence READ SLIDE
  • READ SLIDE
  • Any questions so far? TAKE A BREAK FROM THE PRESENTATION IF NEEDED TO ADDRESS QUESTIONS FROM THE AUDIENCE. READ SLIDE Answer: Grab that first appointment of the day, before your doctor gets backed up – which seems to always happen.
  • If a doctor appears to be a promising choice, call his/her office and do some detective work.
  • READ SLIDE ANSWERS PROVIDED BELOW IF NEEDED. #1 Good: Yes, but the doctor’s calendar isn’t wide open #1 Bad: You bet, she hasn’t seen anyone all week, and, boy, is she bored #2 Good: An accredited medical school and residency in the United States #2 Bad: An unaccredited school or foreign medical school. Many foreign medical schools are great and some are superior, but standards vary widely. Investigate the doctor’s medical school if it is on foreign shores. #3 Good: Yes, longer than 3 years #3 Bad: No, less than 3 years #4 Good: A joint commission accreted hospital, or a hospital that excels at treating specific medical conditions (yours!). Having privileges at a teaching hospital is a good sign too. #4 Bad: none. Or at an unaccredited hospital. #5 Good: People like you. #5 Bad: People unlike you. #6 Good: Specific doctor with similar qualifications. #6 Bad: No plan, varies. #7 Good: yes #7 Bad: no
  • READ SLIDE
  • READ SLIDE
  • READ SLIDE As I said before, most patients don’t do a great job communicating with their doctors – they give too little of relevant information and too many extraneous details Be straight forward. Provide as much information as possible without unnecessary elaboration.
  • READ SLIDE
  • READ SLIDE The correct answer is D. But don’t stop there. Feel free to ask as many questions as you have before having your test.
  • Let’s talk about getting second opinions. READ SLIDE CLICK. Research has found that getting a second option results in a new diagnosis in as many as 30% of all cases. That’s a lot of cases.
  • So why do people still regard second opinions in a secretive way? Why is there a negative stigma about second opinions? Again research tell us only 20% of people who seek medical advice each year get a second opinion. The implications are obvious. Million of patients who aren’t getting second opinions – and should.
  • When should you get a second opinion? Read Slide
  • READ SLIDE
  • You need to determine if this program is available for this group of employees- if not this slide must be deleted. UnitedHealthcare’ has a resource called Treatment Decision Support (TDS) that helps consumers facing key healthcare decisions on any of 9 different treatments, in five different clinical categories, make the decisions about their plan of care which best reflect their values and the relevant medical evidence. Treatment Decision Support is provided through four steps: General condition education, Detailed treatment alternatives for consideration, Physician and facility information and Preparation for hospitalization (Admission Counseling). By providing you with the informational tools, Treatment Decision Support can help you become more satisfied with your medical care. Nurses support consumers in understanding general cost and benefits coverage information pertaining to their treatment. After matching the consumer’s preference to the appropriate treatment option, TDS nurses can guide you to the best source of care for the following treatment categories: Musculoskeletal (this includes back pain, knee replacement and hip replacement) Men’s health (including prostate issues) Women’s health (including breast cancer, uterus conditions and c-sections) Heart disease Obesity
  • To get better informed about your medical conditions, go to myuhc.com and click on look up health topics. CLICK ON LOOK UP HEALTH TOPICS
  • CLICK ON CONDITIONS, A TO Z You can search on conditions through an alphabetical listing
  • CLICK ON TOOLS In the tool section you can access interactive quizzes to test your knowledge, access information tools, like a children’s growth calculator, access how to resources, a medical glossary and more
  • CLICK ON HEALTHY WEIGHT TOOLS CLICK ON ENCYCLOPEDIA
  • Two-thirds of all patient visits result in a prescription. That means you are likely to receive a medication from your doctor at each visit. It’s vital you understand your medications.
  • READ SLIDE If you are given a prescription, here’s a list of questions you should ask your doctor.
  • READ SLIDE Correct answers: B &amp; C.
  • UnitedHealthcare offers all of it’s members 24/7 access to a registered nurse via toll-free number and through myuhc.com via Live Nurse Chat Access to resources to help you assess symptoms and make wise health decisions Information tailored to your needs If you have a crying six-month old with a fever of 102 ° in the middle of the night – this may be the best option for you. You’ll find a calm registered nurse at the end of the line who will help you assess symptoms and make suggestions on the course of treatment.
  • READ SLIDE Correct answer: A. Many people choose a hospital that is near there home and, other than for a true emergency, that may not be the most important factor, or should be a factor at all. You want to make certain the hospital, at which you will be treated, has qualified resources to treat you.
  • READ SLIDE Correct Answer: C. Five hundred is the magic number for heart operations, but the minimum number of times a hospital should perform certain procedures per year to show competency varies with each kind of procedure.
  • READ SLIDE Quality and efficiency of care does matter; it can be measured, and it can be improved.
  • READ SLIDE And there is a direct correlation between quality and cost. All of the factors listed result in higher health care costs.
  • READ SLIDE
  • There can be significant variations in the quality of care you receive for different conditions at different hospitals. The best hospital ER may not be the best hospital to get your knee replaced. Hospitals that have level 3 Emergency Room’s provide you the best opportunity to handle any condition, most particularly trauma. You can utilize UnitedHealthcare’s Hospital Quality Details Comparison Tool in the Physicians and Facilities section on myuhc To find the best hospital for you--go for an accredited hospital listed on the Joint Commission’s Quality Check Web site at www.jcaho.org. Joint Commission accreditation is the Gold Seal of Approval for a hospital--and that’s what you want. The Joint Commission also evaluates a number of other health related businesses. So check out the Joint Commission’s Quality Check before you check into any health-care facility.
  • Know Your Hospital’s Numbers (and we’re not talking phone numbers). Just as with Physician’s, UnitedHealth’s Premium Designation program, has designated the best facilities based on the procedures they perform. Practice makes perfect. Research has shown that for several common operations, hospitals that perform a specific number or more of that operation every year have better success rates. Your surgeon should be able to give you this info, but if you need more…
  • Hospitals and facilities that meet criteria for quality and efficiency of care are displayed with stars on myuhc.com to help you find the right care for you.
  • READ SLIDE Correct Answer: C. Plastic is easier to clean and in a hospital, that’s important.
  • READ SLIDE
  • Smart Patients leave nothing to chance when admitted to a hospital. READ SLIDE
  • The biggest enemy you have in the hospital is the germs in your room. Declare germ warfare. Hospital infections from germs such as B staph and E. coli cause as many as 90,000 patients to die each year.
  • READ SLIDE Correct answer: D. The remote – it’s the filthiest thing in the room! Wearing gloves or cleaning the remote with disinfectant gel are options. Or better yet—catch up on your reading!
  • READ SLIDE
  • Slide returns to myuhc.com home page. At UnitedHealthcare, we don’t want there to be any surprises in your coverage. By using myuhc.com you can look up any procedure and learn what your health plan coverage will be.
  • SLIDE RETURNS TO MYUHC.COM HOMEPAGE. With myuhc.com you can always stay up to date on your claims. Just click on view my claims and you will see the status of any of your claims.
  • CLICK. Individualized messages are delivered through monthly member Health Statements and include a broad range of topics, targeting better health outcomes, more value for the health care dollar, or a simpler experience with the health care system. Sample of clinical messages: Common chronic condition programs, such as back, diabetes, and heart Prescription drug savings – generic options and/or mail order Preventive care reminders – such as immunizations, cancer screenings, etc.
  • Optional pharmacy section. READ SLIDE
  • Visit the Pharmacies and Prescriptions section on myuhc. There you can order and refill prescriptions, check the status of an order, and get pricing and coverage information including medications on the UnitedHealthcare Prescription Drug List.
  • You can price a medication and compare costs for name brand versus generic and retail cost versus mail order. If you or one of your dependents take medication on a regular basis you can typically save time and money by using the mail order pharmacy. In this example, the savings for choosing a generic drug through mail order was nearly $150.00 per year.
  • Customer Care Professionals One number to call to verify benefits, coverage, questions on claims, etc. You can customize this page with the CCP number for this customer and add in the services that apply to this customer such as Healthy Pregnancy, Treatment Decision Support, Disease Management, Cancer Resource Services, United Behavioral Health, etc. You can reach a Customer Care Professional by calling the toll-free number on the back of your medical ID card
  • UnitedHealthcare has resources to help you become a Smart Patient
  • Read the Slide
  • Smart Patient Presentation

    1. 1. Smart Patient, Smart Consumer © 2008 UnitedHealthcare Client logo here
    2. 2. YOU: THE SMART PATIENT <ul><ul><ul><li>What you need to know to get the best treatment </li></ul></ul></ul><ul><ul><ul><li>How you can use UnitedHealthcare’s resources to be a smart patient and smart consumer </li></ul></ul></ul>
    3. 3. CO-AUTHORS Mehmet Oz, M.D. Michael Roizen, M.D.
    4. 4. What’s Your Smart Patient IQ? <ul><li>What’s the most important thing to bring with you to the doctor’s office? </li></ul>A B C D E 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 C
    5. 5. SMART PATIENTS MAINTAIN AND MAKE SURE THEIR DOCTOR HAS A COMPLETE AND CURRENT HEALTH PROFILE
    6. 6. What Is A Health Profile? <ul><li>Personal Data </li></ul><ul><li>Existing Conditions </li></ul><ul><li>Current Health </li></ul><ul><li>Current Medications </li></ul><ul><li>Current Medical Symptoms </li></ul><ul><li>Vital Statistics/Lab History </li></ul><ul><li>Health History </li></ul><ul><li>Family History </li></ul><ul><li>Health Exams, Screenings & Immunizations </li></ul><ul><li>Emergency Contacts </li></ul>
    7. 7. Create Your Health Profile At myuhc.com
    8. 8. Access Your Personal Health Record Skip
    9. 9. More About Your Personal Health Record Skip
    10. 10. More About Your Personal Health Record Skip Menu
    11. 11. More About Your Personal Health Record Skip Menu
    12. 12. More About Your Personal Health Record Skip Menu
    13. 13. More About Your Personal Health Record Skip Menu
    14. 14. More About Your Personal Health Record Skip Menu
    15. 15. More About Your Personal Health Record Skip Menu
    16. 16. More About Your Personal Health Record Skip Menu
    17. 17. More About Your Personal Health Record Skip Menu
    18. 18. More About Your Personal Health Record Skip Menu
    19. 19. SMART PATIENTS CHOOSE THEIR DOCTOR WISELY Return to HP
    20. 20. What Should You Look For In A Doctor? <ul><li>Patient </li></ul><ul><li>Communicative </li></ul><ul><li>Responsive </li></ul><ul><li>Reputable </li></ul>
    21. 21. Where Do You Go For This Information? <ul><li>Doctor or Nurse Recommendation </li></ul><ul><li>Friends/Family </li></ul><ul><li>myuhc.com </li></ul>
    22. 22. Find Doctors & Facilities
    23. 23. Smart Patients Choose Their Doctor Wisely
    24. 24. UNITEDHEALTHCARE TAKES THE GUESSWORK OUT OF FINDING A DOCTOR THAT IS RIGHT FOR YOU
    25. 25. Get Consistent & Efficient Care <ul><li>Strive to eliminate variations in: </li></ul>CARE COST According to the New England Journal of Medicine, evidence based medical practices are only adhered to 55% of the time 1 . 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
    26. 26. 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 practices and for cost-efficient care.
    27. 27. Just Look For The Stars At myuhc.com No Icon Insufficient data with UnitedHealthcare Text only Specialty not evaluated Not displayed upon physician request
    28. 28. Specialty Areas Included In Designations <ul><li>Surgical </li></ul><ul><ul><ul><li>Cardiothoracic Surgery </li></ul></ul></ul><ul><ul><ul><li>Interventional Cardiology </li></ul></ul></ul><ul><ul><ul><li>Electrophysiology </li></ul></ul></ul><ul><ul><ul><li>Neurosurgery </li></ul></ul></ul><ul><ul><ul><li>Orthopedic Surgery </li></ul></ul></ul><ul><ul><ul><li>Spine Surgery </li></ul></ul></ul><ul><ul><ul><li>Total Joint Replacement </li></ul></ul></ul><ul><ul><ul><li>Sports Medicine </li></ul></ul></ul>
    29. 29. Specialty Areas Included In Designations <ul><li>Nonsurgical </li></ul><ul><ul><ul><li>Allergy </li></ul></ul></ul><ul><ul><ul><li>Nephrology </li></ul></ul></ul><ul><ul><ul><li>Neurology </li></ul></ul></ul><ul><ul><ul><li>Oncology </li></ul></ul></ul><ul><ul><ul><li>Pulmonology </li></ul></ul></ul><ul><ul><ul><li>Rheumatology </li></ul></ul></ul><ul><ul><ul><li>Cardiology (non-interventional) </li></ul></ul></ul><ul><ul><ul><li>Endocrinology </li></ul></ul></ul><ul><ul><ul><li>Infectious Disease </li></ul></ul></ul><ul><ul><ul><li>Family Medicine </li></ul></ul></ul><ul><ul><ul><li>Internal Medicine </li></ul></ul></ul><ul><ul><ul><li>OB/GYN </li></ul></ul></ul><ul><ul><ul><li>Pediatrics </li></ul></ul></ul>
    30. 30. What’s Your Smart Patient IQ? <ul><li>When is the best time to schedule a doctor appointment? </li></ul>A B C E 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 D
    31. 31. SMART PATIENTS ASK QUESTIONS BEFORE SELECTING THEIR DOCTOR
    32. 32. Ask These Questions <ul><ul><ul><li>Is the doctor accepting new patients? </li></ul></ul></ul><ul><ul><ul><li>Where did the doctor study and do her residency? </li></ul></ul></ul><ul><ul><ul><li>Is the doctor board certified and for how long? </li></ul></ul></ul><ul><ul><ul><li>Where does the doctor have hospital privileges? </li></ul></ul></ul><ul><ul><ul><li>What types of patients does the doctor usually see? </li></ul></ul></ul><ul><ul><ul><li>Who typically cares for the doctor’s patients when she is out of the office? </li></ul></ul></ul><ul><ul><ul><li>Is the doctor in the network? </li></ul></ul></ul>
    33. 33. SMART PATIENTS MAKE THE MOST OUT OF THEIR VISITS TO THE DOCTOR
    34. 34. They Come Prepared State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10 Health history Plastic bag medications, vitamins, herbs, etc. Detailed and accurate description of typical day Questions for the doctor Medical ID insurance card Trusted friend or family member
    35. 35. SMART PATIENTS DESCRIBE MEDICAL PROBLEMS CONCISELY
    36. 36. Be Straight Forward <ul><ul><ul><li>What is the problem that brings you to the doctor? </li></ul></ul></ul><ul><ul><ul><li>Have you noticed anything that triggers the symptoms? </li></ul></ul></ul><ul><ul><ul><li>How severe is the pain or problem? </li></ul></ul></ul><ul><ul><ul><li>Have you tried any treatments and did they make a difference? </li></ul></ul></ul>Be ready to answer these questions for the doctor
    37. 37. What’s Your Smart Patient IQ? <ul><li>Your doctor says you need to undergo a medical diagnostic test. Which question should you ask first? </li></ul>A B C D E 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? D
    38. 38. What’s Your Smart Patient IQ? <ul><li>How often does getting a second opinion change treatment substantially? </li></ul>A B C D E 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
    39. 39. SMART PATIENTS MAKE SMART DECISIONS – GET A SECOND OPINION
    40. 40. When? <ul><ul><ul><li>Doctor doesn’t take your symptoms seriously </li></ul></ul></ul><ul><ul><ul><li>Doctor says you need surgery </li></ul></ul></ul><ul><ul><ul><li>Doctor isn’t a specialist in your disease </li></ul></ul></ul><ul><ul><ul><li>Treatment you’re receiving isn’t working </li></ul></ul></ul><ul><ul><ul><li>You’ve lost faith in your doctor </li></ul></ul></ul><ul><ul><ul><li>You’re not communicating well with one another </li></ul></ul></ul><ul><ul><ul><li>You want to try other treatment options </li></ul></ul></ul><ul><ul><ul><li>When required by your health insurance </li></ul></ul></ul>
    41. 41. What’s Your Smart Patient IQ? <ul><li>If a doctor gives you a troubling diagnosis, you should ask all but which one of the following questions? </li></ul>A B C D E 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? D
    42. 42. Leveraging Treatment Decision Support <ul><li>Treatment alternatives </li></ul><ul><li>Condition education </li></ul><ul><li>Right facility and physician </li></ul><ul><li>Admission counseling </li></ul>TDS Direct Line: 1-888-866-8295 Musculoskeletal Men’s health Women’s health Heart disease Obesity Back pain Benign prostate Breast cancer Coronary disease, CABG & angioplasty Bariatric surgery Knee replacement Prostate cancer Benign uterine conditions, hysterectomy Hip replacement C-section
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    48. 48. SMART PATIENTS KNOW THEIR MEDICATIONS
    49. 49. What To Ask <ul><ul><ul><li>What is this medication for? </li></ul></ul></ul><ul><ul><ul><li>Does it replace anything else I’m taking? </li></ul></ul></ul><ul><ul><ul><li>How do I take and how long do I take the medication? </li></ul></ul></ul><ul><ul><ul><li>What side effects can this drug cause; how common are they? </li></ul></ul></ul><ul><ul><ul><li>Is this drug new to the market? </li></ul></ul></ul><ul><ul><ul><li>Can it be taken with the other medications / supplements? </li></ul></ul></ul><ul><ul><ul><li>Can this cause special problems in someone my age? </li></ul></ul></ul><ul><ul><ul><li>Are there foods or activities that I should avoid? </li></ul></ul></ul><ul><ul><ul><li>Is there a generic version of this drug? </li></ul></ul></ul>
    50. 50. What’s Your Smart Patient IQ? <ul><li>The most accessible and least expensive health care resource you have is? </li></ul>A B C D E Google.com The Nurseline provided by UnitedHealthcare Your pharmacist The self-help section at the local bookstore Your neighbor’s fortune-teller B C
    51. 51. 24/7 Access To A Registered Nurse Toll-free number Live Nurse Chat on myuhc.com
    52. 52. What’s Your Smart Patient IQ? <ul><li>Which of the following is the least important quality in finding a great hospital? </li></ul>A B C D E It should be close enough to your home area so friends can visit, which is important to your morale It should be able to prove that it performs high numbers of the procedure you need done The hospital should have high marks for quality in state databases The hospital’s managerial staff should all be practicing, board-certified doctors The ER is staffed 24 hours a day A
    53. 53. What’s Your Smart Patient IQ? <ul><li>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: </li></ul>A B C D E 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 C
    54. 54. Does Quality & Cost Efficiency Matter? <ul><ul><ul><li>Approximately 98,000 patients die each year due to hospital errors </li></ul></ul></ul><ul><ul><ul><li>2 million patients/year get an infection in the hospital </li></ul></ul></ul><ul><ul><ul><li>83 million days of illness were preventable by receiving quality health care </li></ul></ul></ul>State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10 You:The Smart Patient, page 194 DID YOU KNOW?
    55. 55. Poor Quality Health Care Results In: <ul><li>More Complications </li></ul><ul><li>Higher Redo Rates </li></ul><ul><li>Unnecessary Hospitalizations </li></ul><ul><li>Misdiagnosis </li></ul>State of Health Care Quality 2005, National Committee for Quality Assurance, Washington, D.C., page 10 You:The Smart Patient, page 194
    56. 56. SMART PATIENTS TAKE SPECIAL CARE IN CHOOSING THEIR HOSPITAL
    57. 57. Take Care In Choosing Your Hospital <ul><ul><ul><li>Care varies by hospital </li></ul></ul></ul><ul><ul><ul><li>Care varies by department </li></ul></ul></ul><ul><ul><ul><li>Hospitals with level 3 Emergency Rooms are best equipped to handle any condition </li></ul></ul></ul><ul><ul><ul><li>Use our hospital quality details comparison tool </li></ul></ul></ul>
    58. 58. UnitedHealth Premium ® Designation Program For Specialty Centers <ul><ul><ul><li>Cardiac Care </li></ul></ul></ul><ul><ul><ul><li>Spine Surgery </li></ul></ul></ul><ul><ul><ul><li>Total Joint Replacement </li></ul></ul></ul><ul><ul><ul><li>Neonatology </li></ul></ul></ul><ul><ul><ul><li>Congenital Heart Disease </li></ul></ul></ul><ul><ul><ul><li>Infertility </li></ul></ul></ul>
    59. 59. Find A Hospital Or Other Facility
    60. 60. What’s Your Smart Patient IQ? <ul><li>Where should you sit in the ER waiting room? </li></ul>A B C D E 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 C
    61. 61. SMART PATIENTS PREPARE FOR HOSPITAL STAYS
    62. 62. Take No Unnecessary Risks <ul><ul><ul><li>Have one doctor coordinate your care </li></ul></ul></ul><ul><ul><ul><li>Review a complete list of all of your medication with your coordinating doctor and attending nurses </li></ul></ul></ul><ul><ul><ul><li>Ask your nurse to double check your wrist ID before administering any medication </li></ul></ul></ul><ul><ul><ul><li>Be willing to ask if you really are supposed to receive that drug or procedure </li></ul></ul></ul>
    63. 63. Declare Germ Warfare <ul><ul><ul><li>Insist that everyone entering your room wash their hands or use an alcohol hand-sanitizing gel </li></ul></ul></ul><ul><ul><ul><li>Request a clean stethoscope </li></ul></ul></ul><ul><ul><ul><li>Get your sheets changed everyday </li></ul></ul></ul><ul><ul><ul><li>Limit visitors </li></ul></ul></ul>
    64. 64. What’s Your Smart Patient IQ? <ul><li>The most germ-ridden object in your hospital room is: </li></ul>A B C D E The flush handle on the toilet The food tray The doorknob The TV remote control You D
    65. 65. UNITEDHEALTHCARE WANTS TO HELP YOU BECOME A SMART CONSUMER OF HEALTH CARE
    66. 66. Review Your Benefits
    67. 67. Review Your Benefits
    68. 68. View Your Claims
    69. 69. Monthly Health Statements Get Back in the Game Don’t let back pain change the way you live. Our knowledgeable Health Coaches want to help you deal with the stress, frustration, and pain that accompany back problems. To do this, they will provide you with information that you can discuss with physician, answer general questions you have, and provide you with important educational materials.
    70. 70. SMART PATIENTS PAY LESS FOR MEDICATIONS WITHOUT SACRIFICING QUALITY OR SAFETY
    71. 71. Prescription Drug List
    72. 72. Retail & Online Pricing Based on Your Plan
    73. 73. Other Ways We Can Help You <ul><ul><ul><li>Insert text for this customer </li></ul></ul></ul>We are here to help you 1-XXX-XXX-XXXX
    74. 74. Smart Patient Materials <ul><li>Smart Patient kit comes in packs of 25 and includes: </li></ul><ul><li>Smart Patient overview brochure </li></ul><ul><li>Chapter excerpt from YOU: The Smart Patient </li></ul><ul><li>Dr. Oz patient checklist wallet card </li></ul><ul><li>Smart Patient Quiz on MyChoiceNotChance.com </li></ul>
    75. 75. 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
    76. 76. IT’S UP TO YOU TO BECOME A SMART PATIENT
    77. 77. Thank you. Questions? © 2008 UnitedHealthcare

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