Family Link project
Using technology to improve 1:1 care coordination
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.
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.
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.
See Family Link in action
Family Link is being used to help families that have children with special needs navigate the health care journey.
"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