Angela Cafferillo February, 2008 Consumerism and Early Health Health Coach from GE

2 / GE Proprietary / January, 2007 Solution: A new connector to help people understand their health care choices and meet employee needs:  One stop for health information  A person who can help me when I need it Our Goal – Find A New Way to Build Health Care Consumerism

3 / GE Proprietary / January, 2007 Health Coach from GE is: A free and confidential service staffed by Registered Nurses specially trained to connect members to: The right doctors and hospitals GE-sponsored programs Guidance on how to talk with your doctor How to choose the right treatment option Resources on how to live a healthy lifestyle Health Coach - The New Connector

4 / GE Proprietary / January, 2007 Health Coach - The New Connector Health Coach from GE is not a: Customer service line Claim questions, appeals, what’s covered, what’s not-- still performed by health plan, no change. First-aid line Replacement for your doctor The Coach does not diagnosis or recommend treatment options.

5 / GE Proprietary / January, 2007 Top 5 Reasons to Call: Find the right doctor or hospital Understand a diagnosis, treatment options Get the right questions to ask your doctor Learn how to get a second opinion Information on how to get and stay healthy Why Call Health Coach? Available To Over 175,000 EE’s, Retirees

6 / GE Proprietary / January, 2007 How Does Health Coach Work? What tests have been completed ? Who is your doctor? Experience w/ Diabetes? What next steps did your doctor recommend? Coach Assesses Situation/Need Explain: Best practice care Differences in doctors – nat’l quality standards Determine Next Steps Need to find new doctor, other services? Tips – how to talk w/ your doctor Offer a Follow-up call (as req’d) Educates Caller Check progress, additional questions Example – Member just diagnosed with diabetes Member Calls Health Coach

7 / GE Proprietary / January, 2007 Spreading the Word At Work At Home Special insert w/ wallet card Letter from Dr. Bob Tri-fold piece Connecting with employees thru: , Websites, Newsletters, Health Fairs, All-Employee Meetings, Work Area and Cafeteria displays...

8 / GE Proprietary / January, 2007 Lessons Learned: Train local HR- they can become advocates Print is good, face-to-face is better Best promotion- other satisfied users Testimonials from other EE’s make it real Don’t forget dependents Find ways to keep the message fresh Engaging Employees