Jessica Mendoza

Yeah.

Yeah.

Yeah.

Kristen started working for UnitedHealth in 2017. She'd visit patients at their homes as part of a program called House Calls. It's available to people who are signed up for the company's Medicare Advantage plans. The idea behind the program, according to UnitedHealth, is to help improve care. For instance, by catching diseases early, especially if it's something a doctor might have missed.

Kristen started working for UnitedHealth in 2017. She'd visit patients at their homes as part of a program called House Calls. It's available to people who are signed up for the company's Medicare Advantage plans. The idea behind the program, according to UnitedHealth, is to help improve care. For instance, by catching diseases early, especially if it's something a doctor might have missed.

Kristen started working for UnitedHealth in 2017. She'd visit patients at their homes as part of a program called House Calls. It's available to people who are signed up for the company's Medicare Advantage plans. The idea behind the program, according to UnitedHealth, is to help improve care. For instance, by catching diseases early, especially if it's something a doctor might have missed.

The nurse practitioner visits usually took about an hour, and Kristen says she saw around four patients a day. She says the work felt meaningful.

The nurse practitioner visits usually took about an hour, and Kristen says she saw around four patients a day. She says the work felt meaningful.

The nurse practitioner visits usually took about an hour, and Kristen says she saw around four patients a day. She says the work felt meaningful.

UnitedHealth told us that it sends home visit findings to primary care doctors and that the visits are not intended to replace appointments with them. As part of her visits, Kristen did a lot of testing on her patients. What were you trying to assess with each patient?

UnitedHealth told us that it sends home visit findings to primary care doctors and that the visits are not intended to replace appointments with them. As part of her visits, Kristen did a lot of testing on her patients. What were you trying to assess with each patient?

UnitedHealth told us that it sends home visit findings to primary care doctors and that the visits are not intended to replace appointments with them. As part of her visits, Kristen did a lot of testing on her patients. What were you trying to assess with each patient?

Were you being directed to do anything specific, these visits by your employer or your manager?

Were you being directed to do anything specific, these visits by your employer or your manager?

Were you being directed to do anything specific, these visits by your employer or your manager?

After she'd been with house calls for a little while, Kristen noticed some things that made her pause. Like when she entered a patient's information into her laptop or tablet, she says the UnitedHealth software would automatically start suggesting diagnoses based on what she put in.

After she'd been with house calls for a little while, Kristen noticed some things that made her pause. Like when she entered a patient's information into her laptop or tablet, she says the UnitedHealth software would automatically start suggesting diagnoses based on what she put in.

After she'd been with house calls for a little while, Kristen noticed some things that made her pause. Like when she entered a patient's information into her laptop or tablet, she says the UnitedHealth software would automatically start suggesting diagnoses based on what she put in.

Documents show that these suggestions would appear in a so-called diagnosis cart on the side of the screen, and the suggestions would show up even if the patient didn't feel any symptoms. UnitedHealth told us that the final diagnosis was left up to the nurse practitioner and that the company is confident that its clinicians act in good faith.

Documents show that these suggestions would appear in a so-called diagnosis cart on the side of the screen, and the suggestions would show up even if the patient didn't feel any symptoms. UnitedHealth told us that the final diagnosis was left up to the nurse practitioner and that the company is confident that its clinicians act in good faith.