Heartfelt Connections

[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.