CustomCare Programs After the Hospital and TLC Tracy Lin, PharmD, CACP After the Hospital At Home TLC

2 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna

CustomCare Model 3 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna CustomCare After the Hospital Helps patients get on the path to recovery after hospitalization CustomCare At Home Takes care of patients who need care in their home environment CustomCare TLC Helps improve quality of life for those with multiple health conditions PCP Health Education Home Base Program Clinician Transition of Care Nurse Pharmacist Care Coordinator Social Worker 3 -

4 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna CustomCare After the Hospital Helps patients get on the path to recovery after hospitalization. After the Hospital At Home TLC Dedicated provider (not the PCP) Team Includes: Care Coordinator Transition of Care Nurse Social Worker Pharmacist

CustomCare After the Hospital: How It Works Goal: To reduce readmissions and complications for our patients Transition of Care Nurses (TOCNs) or other CMG team members schedule follow-up appointments for Medicare Advantage patients within 72 hours of discharge from the hospital Provider recaps the patient’s hospital stay and focuses on chronic conditions that may have the potential to decompensate acutely Gaps in care should be identified and addressed where relevant Referrals to specialty care are evaluated. Nurse is present during the appointment and can help verify whether or not referrals need to be placed or are already present in the medical record Follow-up labs that could potentially affect patient management within 30 days post- discharge should be ordered by provider Medication review and reconciliation by the pharmacist Follow-up appointments are scheduled on behalf of the patient

Pharmacist Workflow 6 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna Pharmacist preps patient chart. Pharmacist + Provider discuss potential improvements to medication therapy prior to patient arrival. Provider + Nurse see and evaluate the patient. Pharmacist + Patient review and reconcile medications. Pharmacist + Provider review any medication changes that occurred during appointment. Team discusses any discrepancies or issues that need further action.

Pharmacist Interventions Medications reviewed, medication list reconciled, patient counseled Medication list/card provided Medication list updated (after provider) High Risk Medication (HRM) identified Medication cost savings identified Comprehension medication review (CMR) documented (for MTM) Adverse effects identified 7 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna OTC counseling/recommendation made INR checked (if applicable) Duplication of therapy identified Drug-drug interaction Drug-disease interaction ACE/ARB recommended Lab issues identified ASA addition recommended The teach back technique was used for inhaler and/or devices Other (Referrals, etc.)

8 Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2011 Cigna CustomCare TLC Team Includes: After the Hospital At Home TLC Helps improve quality of life for those with multiple health conditions. Dedicated provider (not the PCP) Care Coordinator Nurse Social Worker Pharmacist

CustomCare TLC Goal: To teach patients to live with their chronic disease state(s) successfully and ideally maximize their quality of life Identify high risk patients with disease specific conditions to enroll in the program Teach Back Technique – using methods to engage and verify patient’s assimilation of information Developing a mutually agreed upon plan with the patient to manage any changes in their condition(s) R-E-M-E-D-Y Modules

1Plan performance summary star ratings are assessed each year and may change from one year to the next. “Cigna” is a registered service mark, and the “Tree of Life” logo, "GO YOU" and “Cigna Medical Group” are service marks, of Cigna Intellectual Property, Inc., licensed for use by Cigna Corporation and its operating subsidiaries. All products and services are provided by or through such operating subsidiaries, including Connecticut General Life Insurance Company, Cigna Health and Life Insurance Company, and Cigna HealthCare of Arizona, Inc., and not by Cigna Corporation. Cigna Medical Group (CMG) is an operating division of Cigna HealthCare of Arizona, Inc. All models are used for illustrative purposes only. © 2013 Cigna Cigna Medical Group is a NCQA recognized Patient-Centered Medical Home