CCG Employee Health & Wellness CenterUpdate

Presented by John D. Redmond

February 4, 2014

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HWC Comment Cards

Locked Box in the HWC office

Cards retrieved by Internal Auditor

Period December 2nd through December 31st

128 total cards

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Question 1

Was your appointment scheduled in good time?

• 125 Yes 97.7%• 1 No .8%• 2 No Response 1.6%

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Question 2

How was the care you received today?

• 112 Very Good 87.5%• 14 Good 10.9%• 1 Fair .8%• 0 Poor 0%• 1 No Response .8%

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Question 3

The doctor listened to my concerns.

• 125 Yes 97.7%• 1 No .8%• 2 No Response 1.6%

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Question 4

All my questions were answered.

• 125 Yes 97.7%• 0 No 0%• 3 No Response 2.4%

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Question 5

My medical needs were met. • 125 Yes 97.7%• 2 No 1.6%• 1 No Response .8%

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Question 6

Was your visit scheduled before today?

• 97 Yes 75.8%• 30 No 23.4%• 1 No Response .8%

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Question 7

How long did you wait before you saw the medical staff?

• 46 No Wait 35.9%• 55 1 - 10 minutes 43.0%• 3 11 – 20 minutes 2.3%• 1 21 – 30 minutes .8%• 16 31 – 45 minutes 12.5%• 1 46 – 60 minutes .8%• 2 Over 60 minutes 1.6%• 4 No Response 3.1%

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Question 8

Would you recommend the HWC to other employees?

• 122 Yes 95.3%• 4 No 3.1%• 2 No Answer 1.6%

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Question 9

If the value of service did NOT meet your expectations, please explain why.

Negative Comments - Patients that would not recommend HWC

• “Wait over 45 minutes and lobby is extremely hot”

 • “Today’s service was really good but in the past few

months it’s been horrible. The meds are messed up bad!”

• “Where is Dr. Flowers? Need her back now.”

 

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Question 9 continued

Negative Comments – Patients that would not recommend HWC

• Patient was prescribed medicine which caused patient to have stomach cramps which was a listed side effect . Patient called HWC to have prescription changed and nurse directed patient to ER. The patient was schedule the next day to see nurse practitioner. Patient also told needed to make an appointment to get regular meds filled and another appointment to be given Chantix for smoking cessation. Patient believed that going to ER and paying $150 was a waste of money, only wanted meds changed. Patient does not want to see Dr. Edwards anymore. Final comment from patient “Nurse practitioner is really good - thanks for her.”

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Question 9 continued Negative Comments – Patients that are neutral

about HWC

• Several sick member seen

• Still undecided if the clinic is a good thing

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Other Comments

Comments from satisfied patients who had minor complaints:

• Wait time too long• Lobby freezing• Lobby too hot

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Comment Card Results Positive Comments

29 comments

• great/excellent service,sick of hearing negative comments, try HWC for yourselfvery pleased with doctors and staff

• always receive great caremany smiley faces on cards

• friendliness and professional of staff,positive comments regarding Tiffany , Dr. Edwards,

Melanie, LPN Smith easy lab draw on a child

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Summation of Comment Cards HWC continues to receive high marks from the

patients HWC is gaining patient loyalty

Dr. Wood and Dr. Edwards have gained patients’ confidence and trust

High praise is consistently given to current staff

Several minor issues are being resolved• $50 co-pay for pediatrician• Updating electronic medical records

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HWC Question: Pharmacy Why can't all covered employees and

dependents use the HWC pharmacy to fill prescriptions written by other physicians outside of the HWC?

The HWC is not licensed as a retail pharmacy. Retail pharmacy: • requires stocking a complete line of

medications and security of any controlled substances

• requires a registered pharmacist on duty during all hours of operations

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HWC Question: Pharmacy Why can't all covered employees and

dependents use the HWC pharmacy to fill prescriptions written by other physicians outside of the HWC?

The HWC only stocks generic medications, primarily those used for: • maintenance of certain chronic conditions such as

high blood pressure, high cholesterol, diabetes, etc.

• treating minor illnesses, injuries, and and infections such flu, colds, strep throat, etc.

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HWC Question: All Employee Access Why can’t all covered employees and dependents

use the HWC when they choose to without being a member of the HWC? The HWC plan is funded with the primary care portion

of its members premium (employee & city contribution).

The HWC plan is not subsidized by any of the other CCG healthcare plans and is intended to be self-supporting.

The management company is compensated a monthly fee for each plan member of the HWC.

Non-member HWC visits would require compensation to the HWC plan to cover the use of provider services, medications, facilities, and administration.

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HWC Question: All Employee Access Why can’t all covered employees and

dependents use the HWC when they choose to without being a member of the HWC?

The HWC staffing is predicated on the number of enrolled members for the HWC plan.

Non-member visits would lengthened the wait time and impede accessibility for the HWC members.

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HWC Question: Children under age of 3 Why can’t I take my children under the age of

3 to the HWC?

Children under the age of 3 have specific needs that require specialized training of a pediatrician or neonatologist.

Pediatrician or neonatologist visits qualify for the specialist co-pay of $20.

The HWC is staffed by family medicine and/or internal medicine practitioners that normally care for children above age 3 and adults.

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HWC Question Why don’t the HWC physicians provide in-

hospital (in-patient) medical care?

Most in-patient medical care is now provided by hospital employed or contracted physicians (hospitalists).

Most primary care physicians do not make hospital rounds due to time requirement of being away from their office and the responsibility of hospital on-call coverage.

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HWC Question: Medical Records Can a hospital access the HWC’s member

medical records outside of normal office hours?

The HWC maintains electronic medical records for each member.

Members’ medical records are available during normal HWC hours.

Very few (if any) primary care physicians that serve CCG BCBS PPO/POS and HMO plans offer 24/7 access to medical records.

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HWC Question: Medication Allergy In case of a medical emergency, how will

medical responders and attending physicians be made aware of medication allergies?

Persons with medication allergies should either wear a medical alert bracelet or carry such information on their person.

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The HWC Employee Benefit

Provides accessible and affordable healthcare to CCG employees and their families.

Minimizes out-of-pocket expenses, with no deductibles or co-pays for the HWC primary care visits and the HWC issued medications; and lower co-pay for specialists visits.

Increases overall wellness of plan members, especially those with on-going illnesses and diseases (TOP).

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The HWC CCG Benefit

Employees who enjoy better health are more productive and miss less work.

Controls rising healthcare cost.

Wellness focus will mitigate catastrophic expenses related to healthcare issues in future years.

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How HWC Works

The HWC plan is funded with the primary care portion of its members premium (employee & city contribution).

The HWC plan is not subsidized by any of the other CCG healthcare plans and is intended to be self-supporting.

Emphasis on prevention and wellness mitigates healthcare expense in the future years.

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How HWC Works

Controls rising healthcare cost through direct contracting for primary care; generic medications; and imaging and laboratory services at pricing below the allowable payment of BCBS.

Not an immediate fix to CCG global healthcare costs.

Plan takes several years and significant employee participation for CCG to reap full benefits.