Even patients with insurance can find the health care system intimidating. They may not know where to start on the care journey, how to schedule appointments, or where to get labs drawn or prescriptions filled. All this can make them feel confused, ignorant, embarrassed, even helpless.
One of the key goals of MyHealth Bundles is to improve the patient experience. The program takes a comprehensive approach to care and “bundles” all services needed for a successful outcome. The point person is the patient navigator, who serves as a guide and source of support and encouragement, helping to manage the intake process, book appointments, navigate the health system, find answers to questions and more.
The work of our navigators, as well as the high quality of our care, shows up in our Net Promoter scores, which measure customer experience and the likelihood they will refer others to our program. Scores for MyHealth Bundles average 86 (the maximum is 100), more than doubling average scores for the business-to-consumer health care industry, which is 38. That tells us we’re redefining the patient experience.
“We give patients the support they need to say, ‘I can do this. I have help. I’m not going to fail,’” said Bri Yip, Patient Navigator Manager, Episodes of Care, VUMC.
Also contributing to the high levels of patient satisfaction: Low to no employee costs for their procedures. MyMaternity Health, for example, saved patients a total $1.2 million in just a year, an average of $2,200 per person.
“My employer made the decision to invest in this package, and honestly, it changed my life,” said Sarah Carpenter, a MyWeightLossHealth Bundle patient. “I’m a different person. I can’t say enough positive things about my experience.”
Hear more from Carpenter in the video below, and for more details about the impact of MyHealth Bundles, visit bundlesimpact.org.