On Thursday, September 21, 2023, SameSky Health hosted a webinar to discuss our multimodal outreach approach, and the exceptional results we’ve achieved with our health plan partners. View the event summary or watch the full recording.
The last mile in healthcare can mean something different for each person. Through our own engagement and interactions with health plan members, we’ve found that the last mile may be as simple as directing a member to a local food pantry through their health plan’s community resources, or as complex as helping a member find just the right primary care provider with whom to complete their Annual Wellness Visit — and build a productive relationship.
Before we can close the loop on the last mile, however, we need to start by building a foundation of trust with each member. We’ve found that trust is critically important because it’s a catalyst for action. When your members trust you, they feel comfortable, informed, and supported, which motivates them to take the action you are asking them to complete.
Trust also improves the effectiveness of your communication. If your members trust you, they are more likely to listen, process what you are telling them, and understand the implications of the action you’re requesting of them.
Consistency in member interactions also builds trust. If you consistently demonstrate reliability by following through and maintaining transparency, members are more likely to see you as dependable, and will be more inclined to act on your requests.
We’ve also learned that members have varying communications preferences, especially in today’s digital age. Different modes of communication are important because they provide different perspectives and levels of understanding. For complex topics, we’ve found that using a combination of text, voice, email, and other modes of communication helps convey information more comprehensively.
Featured Speakers:
Abner Mason, Founder and CEO of SameSky Health
Meredith Welsh, SVP of Health Operations at SameSky Health