Patient focus panel filled with direct feedback
We started the day with a session back by popular demand—a panel of Medicare and MA members took the stage to share their firsthand experiences navigating the health care system.
Kathleen Ellmore, cofounder & managing partner, Engagys, moderated the session, asking the panel of nine members about what they like and don’t like about their plans, which included Aetna, Humana, Kaiser, and United Healthcare. They offered their thoughts on Stars (only one heard of Star ratings), the main factors that caused them to join the plan (cost, medication copays, primary care doctor within the network, and dental/vision care).
The Aetna member had switched from United Healthcare due to medical issues that were not covered, having lost the appeal submission three times and getting nowhere with customer service. “This should not be this hard—I’ve done my part, I’m tired of getting bounced around,” he said.
When it comes to barriers, several panelists were displeased with how often they have to “retell the whole story.” One of the United members credited their customer service, but said she ends up speaking to a different person every time and, therefore, has to retell the entire back story.
Other areas of improvement panelists recommended for plans included:
- Don’t overcommunicate with members—there are too many phone calls and reminders.
- Simplify the process to see a specialist so that it’s easier and faster.
- Provide clearer information around cost of care, services, and medications
Hospice nurse shares the lessons learned and wisdom gained while caring for her hospice patients
We heard from Hadley Vlahos, a hospice nurse, NYT best-selling author, and founder of the Hadley House, who shared the invaluable life lessons she’s gained from her hospice patients throughout their end-of-life care. Vlahos reflected on how end-of-life care not only imparts lessons on mortality but also enlightens us on how to truly live.
She shared emotional stories with us about patients she grew close to and had the honor of caring for, and each story showed—there’s a lot of life in end-of-life care.
It was through her time with her patient, Miss M, that taught Vlahos a life lesson that transformed the way she interacted with her patients. Miss M was unexpectedly happy for someone dying of cancer, explained Vlahos, and she lived by the words, “happiness is found in the everyday.” Learning from Miss M, Vlahos realized she hadn’t been present with her patients, she was so focused on solutions in the moment. She decided to make a shift—to join her patients on the journey; to see what they see.
It's a tip she invites all health care professionals to share…rather than control from a point of care, go with your patients on their journey.
Closing session on moving the needle toward impactful change
Our last session of the conference was a panel discussion among seasoned industry leaders in public health and managed care who spoke about what it takes to move toward impactful change.
DeAnna Minus-Vincent, president & CEO, The D-velopment Group, Inc., and former executive vice president and chief social justice and accountability officer at RWJ Barnabas Health, and Rebecca Yanniello, vice president, population health, Regal Medical Group, both shared their experiences in taking a step back and reassessing their programs with a renewed focus on patient care—something that is critical to true, impactful change.
The panelists reiterated a barrier in addressing SDoH that was shared during yesterday’s SDoH leadership panel—the struggle to collect data, the lack of data interoperability, and ensuring data is current and clean. They also emphasized the importance to break down silos throughout your organization in order to make a difference.
When it comes to impacting change within your organization, it takes a sense of urgency and focus on the bigger picture.
“We have to remember we are talking about human beings. These are real people. Not everyone is the same. We have to do right by them,” said Yanniello, reminding everyone that great ideas can come from unexpected places.