Employees’ Interest in Health Plan Consumer Support Services February 2008 Ted von Glahn Director of Performance Information and Consumer Engagement Pacific Business Group on Health

2 Target select consumer actions/decisions  Choose benefit plan  Save money & time/manage personal account  Choose doctors and medical groups  Choose a hospital  Exchange info with doctor/office  Opt-in for care management help  Make treatment decisions  Get support/info for personal care activities

3 Health Plan Consumer Support Services for Employees  Wellness  Disease Management  How to Save Money

4 Employee Interest in Plan Wellness Services

5 Employee Interest in Plan Disease Management Programs (Top 5)

6 Employee Interest in Plan ‘How to Save Money’ Services

7 Diabetes Patients Experiences Disease Management Programs  “ I’ve had someone calling me. I’m not sure exactly who it is. They’re very encouraging. But they’re starting to want to collect a little more information…I like the information; I just don’t want to be bothered by them.”  “They call all the time but they don’t know any more than I know…they send me information and it turns out it’s all the wrong information. It’s either stuff I already know or it has nothing to do with my condition.”  “The big incentive is if you complete this you get $65. That’s why I signed up. I don’t think it helped me at all. …You talk literally for five minutes once a month. Really, I just do it for the $65.”

8 Diabetes Patients Experiences Personal Responsibility for Health  “ You learn how to monitor your blood glucose. When I first was diagnosed I wasn’t a very good diabetic. You learn fast…or you get these wicked highs and lows.”  “It’s your diabetes. You have to keep yourself healthy.”  “I give me credit…I had to learn and I had to take care of me and I had to pick and choose what I had to eat”  “All of the sudden I realized how I should have taken charge of this…because I was like about dead.”

9 Diabetes Patients Experiences What is Quality -- Doctor and Care  “I get a letter in the mail if I haven’t been in for three months. You’re due for your A1c. I love that.”  “He wanted to put me on a drug and I said, ‘Wait, I want to research it.’ He told me where to go to find out information. So we made an informed decision together.”  “He sat with me for an hour the first time…showed me how I can try to turn it around. And I trust him.”  “He called and talked to me…he wants me to lose weight…he says you can do it, I know you can do it. He’s so encouraging.”

10 Diabetes Patients Experiences In the Workplace  “I’m on a schedule. They tell me what time to stop taking phone calls to go to the bathroom, what time to go to lunch…My doctor tried to get them to loosen up…”  “I wish (my employer) would have diabetic-friendly snacks and foods.”  “I feel totally supported where I work…My whole team knows I have diabetes. They look for signs of things that will happen.”