Comprehensive Care Improves the Member Experience
Contributing experts: Matt Miller, MD, and Carolyn Langer, MD, JD
Access to advanced primary care is a critical need in the United States with more than 100 million people lacking a primary care provider.
To help address this crucial gap in care, Elevance Health partnered with private equity company Clayton, Dubilier, and Rice to develop a primary care delivery platform that includes Millennium Physician Group, Carelon Health Advanced Primary Care, and apree health.
This partnership, named Mosaic Health, leverages care models and technologies like those provided by apree health, which includes Vera Whole Health’s primary care centers and Castlight Health’s digital capabilities, allowing care providers to address whole health, including social and behavioral drivers, to deliver comprehensive care.
Why Strategic Partnerships Lead to Better Health Outcomes and Lower Costs
Our strategy of contracting for improved member experience helps ensure patients have access to a strong network of care providers who prioritize their care. By driving the right value-based incentives and offering essential data and tools, Elevance Health supports these care providers to better deliver integrated, personalized care.
To make care more available and convenient, contracts include provisions for same-day appointments and after-hours availability. Members are directed to sites of care that deliver quality, coordinated, innovative, and seamless experiences, ultimately enhancing satisfaction and health outcomes. Additionally, cost efficiencies outlined in the contracts help lower the cost of care.
Vera Whole Health provides quality, advanced primary care, with a focus on whole-person health, preventive care, and chronic condition management. They extend beyond the four walls of the care center through digital navigation and offer health coaching, behavioral health, and diabetes and nutrition education for greater impact on health outcomes. Its value-based approach aims to improve patient satisfaction, clinical results, and cost reduction.
Elevance Health and apree health are working with Vera Whole Health to develop a richer healthcare experience for members of employer-sponsored plans. These efforts include using our outreach and engagement program to connect members to primary care providers (PCPs) and offering a comprehensive digital experience. apree health also offers programs such as care management, coaching, and virtual visits to deliver comprehensive, coordinated care.
As part of these efforts, we opened four Vera Whole Health advanced primary care clinics in Atlanta, Georgia, to serve local employers, members with fully insured health plans, and members with Affordable Care Act (ACA) health plans.
As a complementary part of Mosaic Health, Castlight Health offers patient navigation and advocacy, using multisource data to engage members across digital, virtual, and in-person channels. Specifically, Castlight provides:
- Digital navigation, which simplifies the member healthcare experience by providing a single place to access their health and well-being needs.
- Advocacy support through Care Guides, who help members navigate their healthcare by phone or chat, offering assistance that ranges from finding a doctor to managing complex care.
- Integrated benefits, supported by investments in condition-specific solutions, become part of the navigation experience, allowing easier access and better engagement with members.
- Primary care through navigation and advocacy efforts to ensure that every person has access to, and a trusted relationship with, a local primary care provider.
- Data-driven personalization with the predictive personalization engine, which identifies the next best actions tailored to everyone’s unique health journey.
These services integrate seamlessly within a payer’s system to enhance health outcomes by increasing engagement with the members who need it most and enabling care providers to better understand their patients' needs.
When effective primary care is deployed, it is central to helping enable a member to make the right decisions, provides timely access to get the care they need, and can even navigate outside of primary care effectively. These are elements that need to be ingrained in order to manage a population effectively.
Chief Medical Officer, apree health
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1 apree health, internal data (2024).