Alan Wheatley
speaker
94 appearances
1 recordings
1 series
first heard Jan 2022
last heard Jan 2022
Alan Wheatley’s voice in public audio — every appearance, attributed to the second.
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Appearances
And that leads all national health plans and has for several years in a row.
Two, customer experience.
The customer experience is paramount in delivering high-quality care because you need your customer to trust you such that they'll listen to you on healthcare matters.
So our relentless focus on customer experience is a way to build trust.
And then lastly, our value-based models.
Value-based care is extremely important, moving away from the traditional fee-for-service environment into holistic care and working with providers to provide data and information, and then having a variety of value-based models to help advance the providers in the local communities that exist today, as well as port new providers into communities that
are less focused on value-based care or have opportunities where more care is needed where you have access problems.
So our relentless focus on delivering value-based programs to our provider partners and helping evolve those provider partners into higher value, better outcome value-based programs is the three things that I see that differentiate Humana.
If you go back 20 years, think about all the services that were delivered through a hospital inpatient setting that moved to an outpatient setting.
Care is moving away from the big traditional boxes and into more freestanding settings and then more home settings.
So what we decided to do is to make a major investment in the home space.
We bought the nation's largest home health company, and it will be part of our value-based care continuum.
It is today, but it'll be a big part of how we think about value-based care and delivering
home care to customers in ways that they never thought possible 10 years ago.
I agree with a lot of what John said.
Digital can mean a great many things to many people.
I think seniors have widely accepted digital and use it in a variety of ways.
When the world largely shut down,
Providers had to move quickly to have their technology set up such that they could see customers through digital means.
So audio, video, telehealth visits became the norm for several months.
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