Humana 2001 Annual Report Download - page 6

the transformationof managed care
HU M A N A PE R S O N A L NU R S E
Putting customers first is key
To succeed in a changing healthcare enviro n m e n t ,
Humana is transforming itself into a technology-
enabled health benefits company that puts
consumers first – adding value by supplying them
with real-time, actionable information that give s
them the tools they need to navigate the health-
c a r e system with speed and precision. When armed
with reliable, easy-to-follow information, consumers
tell us they’ll start making the kind of purchasing
judgments they make in other phases of their live s .
That way – for the first time – t h e y ’ll consciously
s h a r e in both the rew a r ds and the costs of
their care .
The rising cost of healthcare is the most significant
health benefits issue for employers and their
e m p l oyees. While the overall consumer price index
has risen between 1 . 5 to 3 . 5 p e r cent over the past
f i v e years, medical cost inflation has more than
doubled the C P I a n n u a l l y, jumping 1 1 p e r cent in
2 0 0 1 alone. To respond, we are pursuing a strategy
of engaging our health plan members in the cost of
their healthcare decision-making, giving them the
p ower to think and act like savvy consumers.
p r ocess, products and technology to enable consumers to take control of their own health.
On the employer side of the equation, priva t e
enterprises and government entities are re a c h i n g
their limits on absorbing healthcare cost incre a s e s .
They are frustrated with double-digit pre m i u m
i n c r eases that reflect nationwide rises in dru g ,
physician and hospital charges. We are re s p o n d i n g
by offering employers and their employees gre a t e r
choice. T h r ough innova t i v e products and serv i c e s ,
consumers can begin to determine how they want to
manage their healthcare costs – both “up fro n t ” with
p r etax premium dollars and later at the point of
c a r e. In consultation with their doctors, they can
make informed decisions about their care, with the
potential to save money for themselves and to help
reduce overall premium costs.
Hu m a n a’s new consumer-directed health benefits
plans are concerned not with “W h e r e can I go?” but
instead with “W h e r e can I get the best value for my
dollar?” Our new products are designed so that
consumers may choose the doctor, pre s c r i p t i o n
d r ug, hospital or treatment option they pre f e r, as
long as they are willing to share a portion of the
cost. We believe this new outlook on our business
will reshape the way consumers use healthcare.
Our role is to provide information about healthcare
choices, not to make consumers’ choices for them.
This new service now in place in
e v e ry Humana market assigns a single
nurse to telephonically interact with
seriously ill members to help them
navigate the healthcare system and
educate them about benefits, claims
payment, and prescription drug options
while supporting the member between
doctor visits.
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