Meeting the member where they are: What is the future of health equity?
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Welcome, you're listening to the McKinsey on Healthcare podcast. If you're looking for insights into issues that matter most in healthcare right now, you're in the right place. Explore wide ranging conversations with leaders, problem solvers, innovators, and professionals who are at the heart of healthcare today. I'm Anish Krishna, a partner at McKinsey & Company. Let's get started. In today's episode of McKinsey on Healthcare, I speak with Daniel E. Greenleaf, President and Chief Executive Officer at Motive Care. Motive Care is a technology-enabled healthcare services company that provides a suite of integrated supportive care solutions for public and private payers and their patients. Things that include non-emergency medical transportation, personal care services, remote monitoring, and home-delivered meals, to name just a few.
Dan and I will be talking about health equity today, covering everything ranging from how to address zip code patient inequalities to recent motive care changes, such as the appointment of a chief diversity officer and the motive care academy. We've got some new and interesting ideas about health equity lined up. So let's start the conversation. Welcome, Dan. Thank you, Anish. You've previously spoken quite openly about growing up in a neighborhood that was similar to those you serve via MotiveCare. What does health equity mean to you? What motivates you personally in creating meaningful impact in this space?
For me, health equity means that all of us have equal access to healthcare regardless of one's circumstances, their zip code, their economic situation, or level of support they might have around them. My parents were extremely service-oriented. My mother taught disabled children. My father was a military officer. This idea of instilling in all of us a service mindset is really important for me in terms of the career paths I've taken and what I've done in my career. I would also say that my high school was English as a second language. I would say predominantly at least 50% of the population was English as a second language. 20% was African-American. I certainly saw for my own education. standpoint, the barriers that individuals had to overcome to get to school, to support their families, the expectations are very different.
And the strains, I think, were in many respects more significant. And so I think that also has, if you will, shaped my worldview on this, that You know, we're not all given the same opportunity and we're not always in the best place to receive care. And so if that's the case, what do we need to do collectively to address those issues? And that's really what this company in many respects is about. We serve 30 million members, 9% of the U.S. population and growing. And clearly there is a significant unmet need here, particularly in the supportive care space.
Well, thanks, Dan. It's quite clear that some of the experiences you've had growing up has resulted in how you're thinking about health equity and making a big difference there. That's very inspiring. As you mentioned, one of the key barriers in health equity, at least, is around the confusion that patients have on how to access healthcare. And this is particularly pronounced in some of the zip codes. As you mentioned, zip codes could be the primary determinant of how you access healthcare. How in your mind can this be best addressed?
We need to meet the member where they are. And in some instances, where they live. In some instances, it's addressing the fact that they don't have Wi-Fi plans, that they have limited data access, or the plans are somewhat limited. They might have a flip phone. And so we have to be looking at ways to say, okay, if that's our member population, what kind of solutions do we need to bring to bear? We believe tech is going to matter, and we're spending $100 million on tech this year alone. But the high-touch piece isn't going away. I think one of the mistakes, particularly with our patient population, is that we assume that they have the same –
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