Outcome Evidence

• Coordination of care among healthcare providers is the single most important criteria influencing member satisfaction with their health insurance plan, according to a 2017 JD Power survey. source
• A Medicaid managed care organization (MCO), Molina Healthcare monitored usage patterns of their 24/7 nurse advice hotline and found that there was low usage among Spanish-speaking clientele. Because of this, Molina created and marketed a line with bilingual nurses in order to better serve the community. source
• Optum, a health services innovation company, created NurseLine, which allows people to access general health information and verify provider availability. 90% of participants surveyed had a positive experience and 93% felt more confident after speaking to a NurseLine nurse. source
• Health First Colorado (the state’s Medicaid program) offers a 24/7 free Nurse Advice Line. It is staffed by registered nurses and offers medical advice to callers. source
• Aetna’s Compassionate Care program provides care coordination for patients transitioning to hospice and palliative care programs. A 2019 study published in the Journal of Palliative Medicine  found participants in the program were 36% more likely to enroll in hospice and had reduced acute inpatient medical costs ($4,169 from $5,863). This reduction was driven primarily by fewer inpatient admissions in the last 90 days of life. source
• In 2018, MVP health plan in New York implemented a mobile psychiatry service for their 700,000 plan participants in an effort to improve care coordination. Overall, rates of program usage have increased, and user experience has hovered around 95% since implementation. source