Owen Tripp

Even in this time of hyperinflation, they're inflating faster than anything else.

And this is one of most companies' number one pain points for how they are going to control their overall budget.

So this is a solution that both gives them visibility to controlling costs and can deliver them an excellent patient experience that is not an offer that they've been able to get from the traditional managed care operators.

They are, and we feel very strongly about that.

We think that in our model, we want to train people, hire people in a specific way, prepare them for the kind of work that we do.

And there's a lot we could spend time talking about there, but one of the key features of that is teamwork.

We want people to work in a collaborative model where they understand that

While they may be expert in one specific thing that is connected to a service line, they're working in a much broader team in support of the member, in support of that patient.

And we talk about the patients being very first here.

And you and I had a laugh on this in the past.

So many hospitals will say we're patient first.

So many management companies will say they're patient first.

But it is actually hard the way that the system is designed to truly be patient first.

And at Included Health, we measure whether patients will come back to us, whether they tell their friends about us, whether they have high quality member satisfaction, and are they living more healthy days?

So everybody gets surveyed for patient reported outcomes, which is highly unusual, as you know, to have both the clinical outcomes and the patient reported outcomes.

Today, that is all through virtual visits.

So we provide 24 by 7, 365 access to urgent care, primary care, behavioral health, the start of the specialty clinic, which we launched last year.

And then we provide support for patients who have questions about how these things are going to be billed, what other benefits they have access to and where appropriate.

we send them out to care.

So obviously, we can't provide all the exams virtually.