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Family Link project

Using technology to improve 1:1 care coordination

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SITUATION

Patient perspective: Families of children with special needs navigate a complicated health care system. They face challenges making health decisions about insurance, care delivery and social services. 

Provider perspective: Providers find it difficult to resolve their payer- and member-related queries. They experience being transferred multiple times and need to call many times to get their queries answered. This has a negative effect on members’ ability to receive access to the best care.

SOLUTION

Family Link is a persistent chat engagement channel. It's designed from the point of view of someone on a health care journey. This platform connects members to specialists in care coordination, disease management, health education, case management, inpatient transition, referral management and planning for transition to adulthood.

OUTCOMES

Patient benefits: For families of children with special needs, the Family Link experience:

  • Improves speed and quality to resolve complex issues
  • Provides greater guidance with care navigation
  • Offers better help with care decision-making

Provider benefits: Providers realize the value of Family Link through increased patient and provider satisfaction. Parents are better informed and kids are healthier, with decreased costs and better health outcomes.

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See Family Link in action

Family Link is being used to help families that have children with special needs navigate the health care journey.

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Applied technology allows for modern communication

Optum innovators offer insights on how technology can empower communication and improve care.

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"Family Link gives us a shared platform that allows us to provide the best care we can to our patients, while keeping PCCN and UHC closely in sync. We’re excited about what Family Link is able to provide us now and looking forward to the future of the tool."

- Bryce Sherman, Director of Operations, Phoenix Children's Care Network

 

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Family Compass project

Family Compass, a component of Family Link, is a next-generation content management and delivery system specific to health care. It’s built to streamline the process of finding answers at each stage of the heath care journey without overwhelming or confusing users.

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Streamlining the search for
credible health care answers

Hear how a one-stop shop of evidence-based health care resources is providing reliable content at the right time.

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Get the latest tech insights and deep dives.

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Join us

Help us solve the most wicked problems in health care through research, development and emerging technologies.

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