Understanding Emergency Room Utilization/Appropriate Care Communications toolkit

Educate employees to become better health care consumers.The cost of medical care can vary widely. Consumer costs depend on where and how care is accessed. Knowing the facts helps both employers and employees to get the best value for the health care dollar. This tool kit describes the average costs and benefits for medical services in the various settings. Helping employees find the most appropriate care center can help increase productivity and decrease medical costs for your company.

Promoting time and cost-effective careIt’s important that your employees be aware of their care options – hospital emergency rooms, urgent care centers, convenience clinics and primary care physicians. Each facility has different costs and time considerations. This communication toolkit is a resource to help promote the benefits of each different type, and contains communications that are customizable and flexible. Here are just a few suggestions on how to put these tools to work for you.

How to help engage your employees1. Schedule a lunch and learn presentation, and allow them enough time to participate.

2. Promote the value of appropriate care services and highlight available benefits. It is important to have a discussion about where employees can find the most appropriate care.

3. Provide ongoing support to your employees to encourage them to seek appropriate care, and remind them that their health and well-being are important to your organization.

Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affi liates. Administrative services provided by United HealthCare Services, Inc. or their affi liates.515-8741 10/11

© 2011 United HealthCare Services, Inc.UHCEX550361-000

The toolkit includes:

Mailer – A fl ier designed to highlight the diff erences between emergency rooms, urgent care centers, convenience clinics and doctor’s offi ces. Distribute through employee mailboxes or use as a PDF for electronic distribution.

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Emergency Action Plan – Employees can record and post contact information for their primary care physician’s offi ce as well as the closest emergency room, convenience clinic, and urgent care center. Off er to help complete the form if employees are unaware of their options.

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Poster – A poster designed to be displayed in high traffi c areas around offi ces to create awareness of appropriate care facilities. Th is piece is also available in a fl ier.

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How to fi nd a physician or hospital – Step by step instructions for searching the UnitedHealthcare database of healthcare providers.

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Email template – Th is email message provides a short overview to help generate awareness about treatment facilities available.

myuhc.com mobile – Access myuhc.com from a smartphone browser while you’re on the go.

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Employee PowerPoint – Use this presentation to provide answers to common questions on emergency room use.

What can I do at myuhc.com? – Find a doctor, order prescriptions, record my health history, look up claims, chat with a nurse and much more.

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Doc GPS for Smartphones – UnitedHealthcare’s national network of physicians, clinics and hospitals delivered on your smartphone.

Fact Sheet

DocGPSThe DocGPS application is an innovative and consumer-friendly tool that puts UnitedHealthcare’s national network of physicians, clinics and hospitals in the palm of consumers’ hands. The mobile application is available for select BlackBerry® devices (Curve 8900, Storm 9530 and Bold 9000), smart phones powered by Google’s Android operating system v1.5 and later, and the iPhone.® DocGPS can be downloaded free of charge using the mobile device.

©2010 United HealthCare Services, Inc. UHCEW459605-001

Apple, the Apple logo, iPod, iPod touch, and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries. iPhone is a trademark of Apple Inc. App Store is a service mark of Apple Inc.

For a complete description of the UnitedHealth Premium® Designation program, including details on the methodology used, geographic availability, program limitations and medical specialties participating, please see myuhc.com.®

DocGPSTM for Smart Phones Search for doctors and hospitals in the palm of your hand

Key features of DocGPS include:

} Ability to search doctors, clinics and hospitals that participate in a specific UnitedHealthcare health plan

} Search results that indicate UnitedHealthcare’s UnitedHealth Premium® designation of doctors and health care facilities, helping plan participants find physicians and health care facilities that provide higher-quality, cost-effective care

} Searches that are based on the user’s current location (based on the GPS signal) and can be limited to a specific mile radius, or by ZIP Code

} Search results that provide the name, address and phone number of physicians, health care providers or health care facilities so their information is at your fingertip

} Specific searches for urgent care centers, making it easier for traveling individuals to locate an alternative to the local emergency room for routine illnesses or injuries

} Ability to call the doctor’s office or other health care facility with a single tap on the phone’s DocGPS search results

} Detailed directions to the doctor or health care facility, using the phone’s GPS and Google maps applications that are already installed in the mobile device

} Personalized searches based on your specific UnitedHealthcare plan; application is available for 17 different UnitedHealthcare health plans

} Searches on 23 types of health care facilities, 58 types of physician specialties

} Depending on the health plan, access to UnitedHealthcare’s national network includes more than 645,000 physicians and health care professionals, and 5,105 hospitals

myuhc.com® mobileHealth care coverage and doctor searches at your fingertips

UnitedHealthcare now offers you myuhc.com® mobile so you can access myuhc.com when you’re on the go. Just log into myuhc.com from your Smartphone browser and begin using it to check account balances, search for doctors, and find your deductible and out-of-pocket amounts. You can also view, fax and e-mail an electronic image of your health plan ID card.With myuhc.com mobile, you have instant access to important benefit information when you need it.

myuhc.com mobileCheck account balances }Find doctors, hospitals, urgent care }and convenience care clinicsView, fax or e-mail your health plan ID card }

Check recent claims }

Easy access – use your same loginUsing myuhc.com mobile is easy and allows you to view important benefit information when it is convenient for you. Just enter the same username and password you use when you access myuhc.com from your computer.

Find doctors and access benefit coverage any time.

Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Administrative services provided by UnitedHealthcare Insurance Company, United HealthCare Services, Inc. or their affiliates.

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Works

on most

Smartphones

with a

browser.

Snap this tag to go directly to myuhc.com from your Smartphone.

myuhc.com® for employees

For a complete description of the UnitedHealth Premium® Designation program, including details on the methodology used, geographic availability, program limitations and medical specialties participating, please see myuhc.com.®

100-8863 10/10 ©2010 United HealthCare Services, Inc. Form #:UHCEW458857 UHCEW496302-000

After becoming a UnitedHealthcare® member, the quickest way to find a physician, specialist or hospital in the UnitedHealthcare network is to go online to myuhc.com.®

1. Simply go to myuhc.com, login (or register if it’s your first time visiting the site).

2. Once in the site, click on the Physician & Facilities tab or the large Find a Doctor button located on the center of the page.

3. Under Searches, select Find Physician or Find Hospital or Other Facility.

4. Follow the easy directions via the form to help you define your search. You can search by Location, Specialty, Physician Name, Condition or Procedure.

5. Click on the Continue or Search button.

On myuhc.com, you can find information on network doctors and health care professionals including their name, specialty, office hours, languages, and driving directions. You can also find hospitals and other health care facilities by name and location.

You can even find out which physicians are recognized in the UnitedHealth Premium® designation program, a free informational tool that evaluates physicians and facilities using national quality and cost efficiency standards in their specialty. Just look for the stars to find the UnitedHealth Premium designation.

For help locating a network physician or to have a directory sent to you, call the toll-free member phone number on the back of your member ID card.

How to find a physician or hospital

Also on myuhc.com you can:} See claims and find out where they are in the payment process

} Check benefits to see what’s covered

} Look up information on a host of health topics, find answers to questions, and more

Emergency Action Plan

Plan ahead for unexpected health problems. Start by completing your Personal Health Record on myUHC.com. When your primary care physician is unavailable, this form will help you create a plan that allows you and your family to get the care you need. Keep it posted where everyone in your home can readily see it.

Type of care What they do My choice for care

Primary Care Physician

Treatment for most non-life-threatening conditions including treatment for conditions listed in the Retail Clinic and Urgent Care sections listed below

� Physician Offi ce visit: $105

Physician ClinicAddress

PhoneHours

Convenience Care Clinic

Walk-in clinics located in retail

stores, supermarkets or pharmacies

Treatment for:

� Minor burns, cuts, sprains/strains

� Ear, eye and sinus infections

� Respiratory infections, cold or fl u symptoms

� Mild nausea, vomiting and diarrhea

� Skin conditions like rashes and insect bites

� Seasonal allergies and localized allergic reactions

� Convenience Care Clinic visit: $73

ClinicAddress

PhoneHours

Urgent Care Center Treatment for:

� Headaches and migraines

� Sprains and minor broken bones

� Cuts, bruises and burns

� Ear, eye and sinus infections

� Respiratory infections, cold or fl u symptoms

� Mild nausea, vomiting and diarrhea

� Urinary tract and bladder

� Urgent Care Center visit: $175

Urgent CareAddress

PhoneHours

Emergency Room

911

Serious emergencies such as:

� Chest or abdominal pain

� Diffi culty breathing

� Stroke

� Severe vomiting or diarrhea

� Coughing up for vomiting blood

� Major fractures or injuries

� Emergency Room visit: $1,300

HospitalAddress

Phone

This is a sample list of services and may not be all-inclusive.Cost information represents averages only and is not tied to a specifi c condition or treatment. Your out-of-pocket costs will vary based on plan design.Not all treatment facilities are covered equally under all plan designs. Refer to the plan design for complete details. Some treatments may require pre-authorization or a referral from your Primary care physician.Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affi liates. Administrative services provided by United HealthCare Services, Inc. or their affi liates.9/11

© 2011 United HealthCare Services, Inc.UHCEX545680-000

When you or a loved one is hurt, you want the best care. Your doctor knows you and your health history and has access to your medical records. If it’s not urgent, consider other health care alternatives.

Convenient Care Centers Urgent Care Centers Emergency Rooms

Convenient care centers are designed to provide you with fast, appointment-free health care for minor illness and injuries. Convenient care centers can help you with:

� Fever

� Sore throat (strep testing available)

� Earaches

� Coughs/congestion

� Sinus infection

� Minor injuries (abrasions/scrapes)

� Vomiting

� Rashes (poison ivy, etc.)

� Bug bites

� Minor cuts that may need a few stitches

� Basic laboratory testing – pregnancy, glucose (blood sugar) and urinalysis

Urgent care centers are equipped to handle the same ailments that convenient care centers can handle and more. Urgent care centers can help you with:

� Sprains

� Strains

� Minor broken bones (e.g.,: fi nger)

� Minor infections

� Small cuts that may need a few stitches

� Sore throats

� Rashes

Emergency rooms are designed for people with serious health events. Go to the emergency room for:

� Heavy bleeding

� Large open wounds

� Sudden change in vision

� Chest pain

� Sudden weakness or trouble talking

� Major burns

� Spinal injuries

� Severe head injury

� Diffi culty breathing

� Major broken bones

Be a better health care consumer� e cost of medical care can vary widely. Your costs depend on where and how you receive care. Know the facts to get the best value for your health care and use your account dollars wisely. Here are the average costs for medical services in the various settings:

� Emergency room visit = $1,300

� Urgent care visit = $175

� Physician offi ce visit = $105

� Convenient care visit = $73

� Call to myNurseLineSM = $0

Choosing the right health setting

Do you know where to go?It’s 2 a.m. and your baby has a high temperature. You sustain a painful injury at the Saturday softball game. Your husband is having trouble breathing. Do you know where to go for the most appropriate medical care in situations like these?

Find out how myNurseline and myuhc.com® can help you create your Emergency Action Plan. Learn where to go now, for one less thing to worry about when you or a loved one is sick.

Should I go to the emergency room? Many times the emergency room (ER) is the right choice. But did you know your doctor can treat many of the same problems you might go to the ER for – and seeing your doctor can save you time and money? If your doctor is unavailable, there are other lower-cost alternatives to the ER. Here’s how they stack up.

© 2011 United HealthCare Services, Inc.UHCEX545680-000

When you or a loved one is hurt, you want the best care. Your doctor knows you and your health history and has access to your medical records. If it’s not urgent, consider other health care alternatives.

Convenience Care Clinics Urgent Care Centers Emergency Rooms

Convenient care centers are designed to provide you with fast, appointment-free health care for minor illness and injuries. Convenient care centers can help you with:

} Fever

} Sore throat (strep testing available)

} Earaches

} Coughs/congestion

} Sinus infection

} Minor injuries (abrasions/scrapes)

} Vomiting

} Rashes (poison ivy, etc.)

} Bug bites

} Minor cuts that may need a few stitches

Urgent care centers are equipped to handle the same ailments that convenient care centers can handle and more. Urgent care centers can help you with:

} Sprains

} Strains

} Minor broken bones (e.g., fi nger)

} Minor infections

} Small cuts that may need a few stitches

} Minor burns

} X-rays

Emergency rooms are designed for people with serious health events. Go to the emergency room for:

} Heavy bleeding

} Large open wounds

} Sudden change in vision

} Chest pain

} Sudden weakness or trouble talking

} Major burns

} Spinal injuries

} Severe head injury

} Diffi culty breathing

} Major broken bones

Be a better health care consumerTh e cost of medical care can vary widely. Your costs depend on where and how you receive care. Know the facts to get the best value for your health care and use your account dollars wisely. Here are the average costs for medical services in the various settings:

} Emergency room visit = $1,300

} Urgent care center visit = $175

} Physician offi ce visit = $105

} Convenience care clinic visit = $73

Choosing the right health setting

This is a sample list of services and may not be all-inclusive.Cost information represents averages only based on internal claims data and is not tied to a specifi c condition or treatment. Your out-of-pocket costs will vary based on plan design.Not all treatment facilities are covered equally under all plan designs. Refer to the plan design for complete details. Some treatments may require pre-authorization or a referral from your Primary care physician.Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affi liates. Administrative services provided by United HealthCare Services, Inc. or their affi liates.10/11