Post on 21-May-2020
2015-2016 Annual Report Current Reporting Period: 7/1/2015 – 6/30/2016
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2015-2016 Annual Summary 7/1/15 – 6/30/16
Best Doctors Value
• Gives your employees access to the top medical minds in the world to ensure they have the right diagnosis and right treatment plan
• Provides a resource for employees and their dependents to guide them through medical uncertainty
• Delivers superior clinical outcomes. We find that in the cases we review for our clients:
o 34% of the diagnoses required modification or correction
o 64% of treatment plans required modification or correction
• Delivers a low cost, high impact benefit
• Impacts high cost claims and complex cases
• Clinically integrates its services with your other vendors to ensure your members are enrolled in the appropriate programs that you offer outside of Best Doctors
• Decreases the risks and costs associated with misdiagnosis, incorrect treatment, needless surgeries, and unnecessary drugs, doctors’ visits and hospital stays
• Reduces employee concerns, anxieties and other productivity pressures
“Most Americans will encounter at least one diagnostic error in their lifetime, sometimes with severe consequences for their physical and mental health.”
How Best Doctors helps you and your employees
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2015-2016 Annual Summary 7/1/15 – 6/30/16
64%
Treatment plan refined or corrected
Through Best Doctors, the world’s top physicians review the medical cases of
your employees and their families to help avoid significant medical inaccuracies–
such as the 38% of patients who undergo unnecessary surgery each year.
Employers and their associates have immediate access to the Best Doctors
database of more than 53,000 expert physicians in over 450 specialties and
subspecialties. As a result, employees make better informed healthcare decisions
while your company decreases its medical costs.
34%
Diagnosis refined or corrected
3 year average
How we do it
53,000+ Leading doctors
worldwide
450+ Medical specialties and subspecialties
Top 5% Physicians nationwide
27 years Health care leadership
35M Covered members
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Best Doctors continues to lead the marketplace
53,000 worldwide experts, in 450 specialty areas, allows us to make referrals everywhere
The most comprehensive engagement program out there, with dozens of plug and play options
In-house, fully integrated analytics capabilities to target population segments and intervene sooner
The only Gallup-certified polling process to individually select expert physicians, independent of facilities
Clients look to Best Doctors as their virtual medical director for guidance on plan design
Unmatched clinical history – 27 years in business and 100,000 member cases reviewed
Global operating presence (not outsourced), to support multi-national and growing clients
Retesting of pathology samples ensures diagnoses aren’t confirmed based on incorrect slides
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Table of contents
Summary
Annual Summary
Activities
Target vs. Actual
Waterfall Case Flow
Origin
Clinical Integration
Referral Activity by Quarter
Member Engagement
Campaign Activity
2015 Engagement Calendar
2016 Engagement Calendar
InterConsultation Cases
Member Experience
Demographics
Reasons
Specialties
FindBestDoc Cases
Specialties
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2015-2016 Annual Summary 7/1/15 – 6/30/16
How members reported they heard about Best Doctors
95 78 77 Total member
contact Cases
opened Cases closed
Activity in reporting period Clinical impact
38% Change in diagnosis
67% Change in treatment
16% Postcard 100%
Highest satisfaction
Percentage of survey respondents who
gave the highest rating for Best Doctors’
overall ability to meet their needs and
would recommend Best Doctors to their
co-workers.
Member satisfaction
Top 3 responses of members of responding to the question
HR Human Resources
13%
Annual results summary
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2015-2016 Annual Summary 7/1/15 – 6/30/16
120
46
4
20
95
44
5
24
0 4
142
61
9
27
0 1
Contacts FindBestDoc Ask The Expert InterConsultation Critical Care eSummary
Contacts and Closed Cases Target Current Period Prior Period*
*Prior Period = 7/1/2014 – 6/30/2015
There were 3 InterConsultation cases
in process
Activities: target vs. actual
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2015-2016 Annual Summary 7/1/15 – 6/30/16
23 ICs Created
95 Total Contacts*
75
Actionable Contacts
78
Cases Created Actionable Contacts are Contacts that could be legitimately converted into cases. Examples of Contacts not considered workable: • Calls from members
ineligible for Best Doctors benefits
• Calls from members who already have a case
79% BOB – 87%
104% BOB - 85%
6 ATEs Created
45 FBDs Created
8% BOB - 2%
29% BOB - 34%
58% BOB - 58%
*All the data is as of the last day of the quarter
Waterfall case flow – Contact results
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2015-2016 Annual Summary 7/1/15 – 6/30/16
Service Line (closed cases) Phone Calls Online Form Member Portal Email Total
Total Contacts 59% 3% 35% 3% 95
InterConsultation® 71% 4% 21% 4% 24
Find a Best Doctor 57% 0% 43% 0% 44
Ask The Expert 60% 0% 40% 0% 5
Critical Care 0% 0% 0% 0% 0
Esummary 100% 0% 0% 0% 4
Activities: contacts and closed cases by origin
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Clinical integration is IN!
• Boosts engagement • Identifies members in need
Clinical collaboration creates real results
• Higher program utilization due to clinical referrals • Cost savings for referred cases are higher than self referral (based on referrals of
many high-cost claims cases)
• Members report confidence in medical decision making (survey results show 88%)
Client communication is key
• Quarterly referral expectations • Claimants in excess of specified dollar amount
• Condition-specific
Seamless and effective
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2015-2016 Annual Summary 7/1/15 – 6/30/16
Of total member contacts, 1% were members referred by University of Alaska benefit providers. Of total member contacts, Best Doctors referred 12% to benefit providers.
Q1 Q2 Q3 Q4 Total
Benefit Partner Inbound Outbound Inbound Outbound Inbound Outbound Inbound Outbound Inbound Outbound
Premera Blue Cross 0 2 0 1 0 0 0 1 0 4
Travel Medical Support Program Link
0 0 0 1 0 0 0 0 0 1
ComPsych (EAP) 0 0 0 1 0 0 0 0 0 1
Healthyroads 0 2 0 2 0 1 0 0 0 5
Member cannot identify
1 0 0 0 0 0 0 0 1 0
Total 1 4 0 5 0 1 0 1 1 11
Referral activity by quarter
Clinical integration results
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Member engagement campaign results
0
1
2
3
4
5
6
0
2
4
6
8
10
12
14
16
Jul'15 Aug'15 Sep'15 Oct'15 Nov'15 Dec'15 Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16
Event Contacts Avg contacts* ICs
Co
nta
cts
ICs
Cre
ate
d
*Avg. Contacts – sum of the # of client contacts divided by the # of months in this reporting period
Event Date Description 7/8/2015 Webinar: Orthopedic Sports Medicine 8/1/2015 July Postcard: “Getting better”
8/12/2015 Health Matters: Knee & Hip Replacement; included reminder of Premera Travel Support Benefit
11/20/2015 October Postcard: “Peace of Mind” ** Additional campaigns on 2015 Engagement Calendar **
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2015-2016 Annual Summary 7/1/15 – 6/30/16 2015-2016 Member engagement plan
Engagement Activity Responsibility Target Date Completion Date
Home Mailing – “Getting Better” postcard Best Doctors Jul 2015 Jul 21, 2015
Webinar: Sports Medicine – Orthopedic Best Doctors Jul 8, 2015 Jul 8, 2015
Health Matters: Knee & Hip Replacement article sent to all benefits-eligible employees. Included mention of Premera Travel Support Benefit
UA Aug 2015 Aug 12, 2015
Home Mailing – “Peace of Mind” postcard Best Doctors Oct 2015 Nov 6, 2015
Webinar: How to Help Your Doctor Make the Right Diagnosis
Best Doctors Dec 15, 2015 Dec 15, 2015
Webinar: Autoimmune Disorders Best Doctors Mar 16, 2016 Mar 16, 2016
PDFs of posters for printing and distribution – ER vs UC, Cancer, Member portal (provided by Best Doctors)
UA Apr 2016 Apr 6, 2016
Home Mailing – General Cancer Best Doctors May 2016 May 2, 2016
Promote Best Doctors 2016 Quarterly Webinars on intranet UA Quarterly
Post Health Matters flyers to intranet (Provided by Best Doctors)
UA Monthly
Include Best Doctors information in open enrollment and new hire kits
UA On-Going
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2015-2016 Annual Summary 7/1/15 – 6/30/16 2016-2017 Member engagement plan
Engagement Activity Responsibility Target Date Completion Date
Update Best Doctors content on UA benefits intranet Best Doctors July 2016 5/31 – Edits and
updated presentation provided
Webinar: Heart health Best Doctors July 18 7/18
Webinar: Back pain Best Doctors September 9/22
Home Mailing – Relaunch/Welcome kits Best Doctors October 2016 Pending mail file
Best Doctors services webinar recording – to be posted on UA benefits portal (recorded by Best Doctors)
UA October 2016
PDF posters for printing and distribution – TBD theme (prostate cancer, surgery, cardiac conditions) (provided by Best Doctors)
UA January 2017 5/18
Home Mailing – TBD theme (prostate cancer, surgery) Best Doctors February 2017
Tabletop displays in lunch/break rooms (PDF provided by Best Doctors)
UA March 2017
Best Doctors digital display content (provided by Best Doctors) UA Quarterly 5/6 – Released 4 themes
Promote Best Doctors 2016 Quarterly webinars on intranet UA Quarterly
Post Health Matters flyers to intranet (provided by Best Doctors)
UA Monthly
Include Best Doctors information in open enrollment and new hire kits
UA On-Going
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Health fair season is almost here
The Best Doctors materials for health fair events
Best Doctors will supply giveaway items to help promote the Best Doctors benefit
Digital display TV screens
Ball-point pen with soft touch stylus
Adhesive card holder
Personal hand sanitizer
Magnet
Table tents
Hand sanitizers
Ball-point pen with soft touch stylus
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2015-2016 Annual Summary 7/1/15 – 6/30/16 Monthly communications from Best Doctors
Upcoming monthly communications
Webinars
July
Aug
Sept
Oct
Nov
Dec
Webinars
Cardio health
Analytics excellence
Back pain and surgery
Healthy pregnancy
Cancer concerns and screening
2017 health care outlook
Health Matters Articles
Lupus
Migraines and cluster headaches
Lyme disease and flu like symptoms
Polycystic ovary syndrome (PCOS)
Cancer(s) and the many treatments
Depression and hypothyroidism
In-depth medical review Have your medical case fully reviewed by one of the world’s Best Doctors with our patented InterConsultation™ service. Get a detailed report and a confidential recommendation about your diagnosis and/or treatment plan.
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2015-2016 Annual Summary 7/1/15 – 6/30/16 University of Alaska Systems Member Experience
Case # USGH-1125923
“I would like a second opinion regarding abdominal problems that have been ongoing since earlier this year.”
Dr. Richard Saad Gastroenterology •Assistant Professor of Medicine, University of Michigan Health System
Best Doctors Expert
The member is a 30-35 year-old woman with onset of abdominal pain earlier this year. An underlying gallbladder dysfunction was considered despite negative testing and she underwent a cholecystectomy which did not help the symptoms.
She has been seen in the ER, required hospital admissions, and had undergone extensive testing including abdominal scans. One test showed bile duct narrowing which was opened with a stent and sphincterotomy, but her symptoms persisted.
An upper endoscopy was suggestive of celiac disease, but additional testing was negative. She was directed to avoid gluten. Numerous medications have been tried, a few of which helped initially but were stopped due to adverse side effects and concerns regarding medication interactions.
The member was on intravenous TPN nutrition due to concerns about malnourishment. She continues to report recurrent and intermittent nausea, diarrhea, and abdominal pain. She has been referred to an academic medical center and is now taking promethazine as needed for nausea.
Clinical History
The Expert clarified the diagnosis, stating that the symptoms, testing and response to therapy indicate the member may suffer from gastroparesis with a possibility of celiac disease. He also stated that gallbladder issues appear resolved, with no evidence of any liver, pancreas or colon disease.
The Expert changed the treatment plan, reinforcing the need for expert managed care. He advised stopping TPN as it is very toxic to the liver with long-term use, and suggested trial medication to deal with the member’s pain, nausea and poor appetite.
Member Impact Member Response
The member was very happy with Best Doctors report and will share it with her doctor. She plans to pursue further testing for celiac disease and try medications for irritable bowel syndrome. She stated, “Someone has always been in contact with me through the whole process.”
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2015-2016 Annual Summary 7/1/15 – 6/30/16
Primary Age Range
Male Female Employee Dependent
University of Alaska 50-59 29% 71% 71% 29%
Best Doctors Book of Business 50-59 44% 56% 84% 16%
1
3
5
3
2
2
1
1
2
1
1
2
2
4
6
4
1
1
1
4
1
90+
80-89
70-79
60-69
50-59
40-49
30-39
20-29
11-19
0 -10
InterConsultation results
Demographics
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2015-2016 Annual Summary 7/1/15 – 6/30/16
38%
17%
25%
8%
4%
8%
26%
15%
22%
15%
4%
19% 21%
7%
57%
14%
0% 0%
28% 26% 25%
6% 6% 8%
Symptoms notimproving
Need help decidingamong multiple
treatments
Questioning needfor surgery
Skeptical of theirdoctors
Don't understanddiagnosis
No diagnosis
July 2015 - June 2016 July 2014 - June 2015 July 2013 - June 2014 Best Doctors
InterConsultation results
IC Reason for calling
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2015-2016 Annual Summary 7/1/15 – 6/30/16
4%
4%
4%
4%
8%
8%
8%
13%
13%
29%
Pediatric Specialist
Surgery
Medical Oncology and Hematology
Rheumatology
Internal Medicine
Cardiovascular Disease
Neurological Surgery
Neurology
Gastroenterology
Orthopaedic Surgery
University of Alaska Top 10
4%
4%
4%
5%
5%
6%
7%
7%
8%
22%
Urology
Obstetrics and Gynecology
Cardiovascular Disease
Pediatric Specialist
Neurological Surgery
Physical Medicine and Rehabilitation
Gastroenterology
Medical Oncology and Hematology
Neurology
Orthopaedic Surgery
Best Doctors Book of Business
Top 10
InterConsultation cases by specialty
InterConsultation results
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Find a Best Doctor Need an oncologist? Want the best surgeon in your area? Looking for a world-class medical specialist? Just contact us and we will help you locate the doctor who is right for you.
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2015-2016 Annual Summary 7/1/15 – 6/30/16
3%
3%
3%
3%
5%
5%
5%
7%
12%
31%
Physical Medicine and Rehabilitation
Rheumatology
Neurology
Psychiatry
Endocrinology and Metabolism
Gastroenterology
Neurological Surgery
Family Medicine
Internal Medicine
Orthopaedic Surgery
University of Alaska Top 10
3%
3%
4%
4%
5%
6%
6%
12%
12%
17%
Endocrinology and Metabolism
Otolaryngology
Gastroenterology
Neurology
Psychiatry
Dermatology
Obstetrics and Gynecology
Family Medicine
Orthopaedic Surgery
Internal Medicine
Best Doctors Book of Business
Top 10
FindBestDoc results
FindBestDoc cases by specialty
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Our Mission The Best Doctors mission is simple. Bring together the best medical minds in the world, to get our members the right diagnoses and treatments.
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2015-2016 Annual Summary 7/1/15 – 6/30/16
ASK THE EXPERT (ATE) Best Doctors offers personalized answers to medical questions from leading physicians based on a member’s specific situation.
AVG. CONTACTS Sum of the # of client contacts divided by the # of months in this reporting period.
CONTACTS Contacts encompass a variety of member outreach methods, including calls, online form submissions, member portal, and email. A breakdown of contacts by specific origin can be found in the report.
CRITICAL CARE (CC) After a member is admitted into emergency care and Best Doctors is contacted, Best Doctors will collect all of a member’s relevant medical records in real time and have them reviewed by an expert within 72 hours. Best Doctors can also provide a nurse to coordinate care locally.
CROSS REFERRALS/ INTEGRATION
Inbound integration referrals are received and tracked by vendor as reported by vendor contact or member. Outbound integration referrals are made by the Best Doctors operations team to one of a client’s additional vendor services.
FIND A BEST DOCTOR (FBD) Best Doctors helps locate a physician from a Gallup certified database of over 54,000 top medical experts. The physician is chosen based on member specific criteria such as specialty, location, and if he/she is in the member’s health plan.
INTERCONSULTATION (IC) An in-depth medical review by a leading physician to confirm a diagnosis or treatment, or suggest a recommended change.
TARGETS 2016 Best Doctors contact and service lines targets were created to align a client’s goals and Best Doctors Book of Business trending. The targets take into account the client size, goals, historical utilization, and industry trends.
Definitions
Thank You!
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Chris Chesterfield
Account Manager
cchesterfield@bestdoctors.com
Direct: 757.585.9014