Heartfelt Connections
Video transcript
[Transcription for Heartfelt connections video]
Holton Harrison
I think it was in '01, I think I had open heart surgery, and I've had twice stents put in. Seems like two or three years ago, my heart got to acting ugly again.
Erin Webb
The heart health program is a program that serves our Medicare members who have been diagnosed with heart failure and would benefit from daily interactions or monitoring of their condition.
Holton Harrison
Call from Kathryn probably.
Voice on phone
Call from United.
Erin Webb
Relationships really are the magic of the program.
Kathryn Vogel
Hi, Mr. Harrison.
Erin Webb
The nurse case managers immediately establish a strong rapport with people.
Kathryn Vogel
Mr. Harrison is a member that I've been working with for the past couple of years. He can recognize my voice. I don't even have to tell him who I am.
Kathryn Vogel
Well, do you remember last time that happened and we talked to your doctor? Did you ...
Kathryn Vogel
We've developed a good friendship and working relationship.
Holton Harrison
I think she cares about me. She shares her concern about my health, and I appreciate that.
Kevin Hagstrom
The heart health program really stands out because of the dual incorporation of both that intimate case manager, who can coordinate care across the system, and then incorporating over the top, that framework of technology and interactive data.
Holton Harrison
Yes, I push start-
Stefanie Ramsey
We send out a tablet and scale, so when they step on the scale and weigh, and they answer symptom questions like are you having more swelling in your feet than usual, those answers are sent to us.
Holton Harrison
The voice comes on the little box: "Please step on the scale."
Holton Harrison
Picked up a couple of pounds. If I'm up, I can expect a telephone call from Kathryn.
Stefanie Ramsey
Especially for heart failure members, fluid retention and maintaining a stable fluid balance is very important. So empowerment is a huge deal for us. We educate the members about how they can control their diet with low sodium options and to keep that fluid down, and ultimately keep them out of the hospital.
Kathryn Vogel
I would stay clear the barbeque spot. Tell the boys...
Kevin Hagstrom
With this one-to-one intimate relationship with this case manager, we're seeing incremental decreases in inpatient readmissions for those that are program participants in the heart health program.
Stefanie Ramsey
This is a chronic condition for them, so it's something that won't go away, but they can live a full, vibrant, vivacious life if they follow some simple steps to good health.
Kathryn Vogel
Hi, Mr. Harrison.
Kathryn Vogel
Mr. Harrison has come a long way. He's really doing a lot better about keeping his symptoms under control and reporting his early symptoms to his doctor and getting the help that he needs. I definitely think talking with me and being in his heart health program has helped him live a healthier life.
Holton Harrison
You always want the best for yourself, and I think United, they do the best they can with what they have to work with to make me healthier and feel better.
Kathryn Vogel
That's all I wanted to ever do is make a difference, and make somebody live their life to the fullest. I want you to live every minute and enjoy it.