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CCG Employee Health &Wellness Center Special Report

CCG Employee Health &Wellness Center Special Report. Presented by John D. Redmond December 3, 2013 . Special Report Background. Discussion of employee healthcare plan rate and benefit changes at early October council meeting Exclusion of HWC from considered rate and benefit changes

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CCG Employee Health &Wellness Center Special Report

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  1. CCG Employee Health &Wellness CenterSpecial Report Presented by John D. Redmond December 3, 2013

  2. Special Report Background • Discussion of employee healthcare plan rate and benefit changes at early October council meeting • Exclusion of HWC from considered rate and benefit changes • Encourage employee participation in evaluation of healthcare alternatives

  3. HWC Promises to Employees • Rate guarantee through December 31, 2014 • “Love It or Leave It” option • No sick time charge for appointments • No deductible and no co-pay on office visits • Reduced co-pays for referred specialists • Free generic prescriptions filled at HWC • Case management for chronic illnesses

  4. HWC Cost Savings Strategies • Direct contracting with ancillary providers (labs, imaging, generic drugs, etc.) • Lab/imaging/generic drug providers willing to accept lower fees for “no hassle” quick payment • Generic drug dispensing • Preventive care • Chronic illnesses case management • Neutral physician service delivery

  5. HWC Concerns & Complaint Sources • Employees • Employee Representatives • Council Members • Mayor • City Manager • HR Director • Comment Cards • Patient Exit Interviews • Employee Bulletin Board • Whistleblower Hotline (none reported)

  6. HWC Concerns and Complaints • The departure of Dr. Flowers after 6 months at the H&W Center • The discontinuance of prescribing of Class II Controlled Substances used as Central Nervous System Stimulants, such as Adderall, Ritilin & Xanex • Poor bedside manner of new physicians • The City is using the H&W Center option with its lower price to force employees to abandon the other health insurance options

  7. HWC Concerns and Complaints • The wait time for referrals is too long • Patients sometimes have to wait for their appointment, either in the waiting area or in the exam room • Participants in the H&W Center option should share in the burden of the rate increase to employees

  8. HWC Concerns and Complaints • It is unfair for H&W Center option employees to not be charged sick time for their visits during work hours while employees in other plans are charged sick time • One complaint noted that the physicians at the Center are not specialists in pediatric care and was unable to care for his young child.

  9. HWC Comment Cards • Locked Box in HWC office • Cards retrieved by Internal Auditor • Period November 15th through December 2nd • 72 total cards

  10. Comment Card Results • Was your appointment scheduled in good time? • 71 Yes 98.6% • 1 No 1.4% • How was the care you received today? • 60 Very Good 83.3% • 9 Good 12.5% • 2 Fair 2.8% • 1 Poor 1.4%

  11. Comment Card Results • The doctor listened to my concerns. • 71 Yes 98.6% • 1 No 1.4% • All my questions were answered. • 69 Yes 95.8% • 3 No 4.2%

  12. Comment Card Results • My medical needs were met. • 69 Yes 95.8% • 3 No 4.2% • Was your visit scheduled before today? • 56 Yes 77.8% • 16 No 22.2%

  13. Comment Card Results • How long did you wait before you saw the medical staff? • 16 No Wait 23.9% • 39 1 - 10 minutes 58.2% • 0 11 – 20 minutes 0.0% • 2 21 – 30 minutes 3.0% • 8 31 – 45 minutes 11.9% • 2 46 – 60 minutes 3.0% • 5 No Response

  14. Comment Card Results • Would you recommend the HWC to other employees? • 71 Yes 98.6% • 1 No 1.4%

  15. Comment Card Results • If the value of service did NOT meet your expectations, please explain why. • Negative Comments • 4 long wait times; including one in exam room, 1 excused due to many sick patients • 1 to be rescheduled for a non-planned additional issue • 1 slow referral to a specialist • 1 did not feel doctor read chart or listened to complaints and has seen multiple practitioners at various visits

  16. Comment Card Results • Positive Comments • 18 regarding great/excellent service, professional of staff, well organized, polite and courteous staff; free care

  17. Statistical Highlights • 95.8% of respondents rated HWC quality of care as very good or good • 82.1% of respondents were seen in less that 10 minutes • 23.9% had no wait • 98.6% would recommend HWC to other employees

  18. Final Comments • Improved access to quality care and medications • May be best option for most employees • Cost containment through efficient delivery and direct contracting • Neutral physician service delivery • (right level of care at a reduced cost) • Sustainable healthcare alternative

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