Transcript Concentera At Work - Assisted Living Federation of America

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 Concentra Medical Centers
 Worksites
 At-Work
 Mobile Services
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Medical centers
Worksite clinics
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Concentra
Cost-effective access to care
Make the sick better and improve
wellness for the healthy
Quality Medical
Care at a
Reasonable Price
Rapid Return-toWork
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A typical Concentra Urgent Care visit costs $100 vs. an average of $600 in the emergency room
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Medical outcomes that promote a more rapid return-to-work and typically yield savings of $2,500, or 35%, on an
average workers’ compensation claims cost of $7,500
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Only 7% of Concentra’s patients experience lost work days versus 29% of non-Concentra patients
For employer customers, ability to deliver a face-to-face medical encounter for a broadly distributed workforce
To promote quality and consistency in care, diagnosis-specific outcomes are measured for each physician
Concentra offers “menu board” pricing for cash paying patients
Dynamic early intervention approach to physical therapy, which emphasizes returning to normal activities
Concentra patients requiring therapy typically only need 4.5 visits versus an industry benchmark of 10
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Center level support includes:
Sales and account management
Centralized patient scheduling, specialist referrals and payor pre-authorizations
Specialized central billing and collection
Proprietary information technology
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Data repository contains outcome information from over 7.5 million cases
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Concentra utilizes “Net Promoter Score” (NPS) metric to measure the service experience of its patients at each Center
An independent testing firm telephonically collects data directly from a random sample of patients and computes
these NPS scores each month
The average US company receives a score in the 10 to 20 range – Concentra consistently achieves superior
NPS results, with scores in excess of 50
Strong Process
Management
Delivering
Excellent Patient
Experiences
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320 Centers located in 40 states
7 million patient visits per year:
Workers’ Compensation: Medical and
physical therapy treatment of workplace
injuries
Consumer Health: Walk-in treatment of
injuries and illnesses. Physical exams,
biometric screening and immunizations
Employer Services: Physical exams and preemployment drug screens
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Demonstrated savings to employers and
patients through a focus on outcomes,
case coordination and efficiency
Focused on providing a warm and
welcoming patient experience to contribute
to visit growth
Centers
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Larger and with more capabilities than urgent care and
convenient care retail competitors
7,800 square feet
Urgent care competitors: 4,000 square feet
Retail clinics: 500 square feet
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8 exam rooms, 2 procedure rooms, 2 drug screen bays,
audio testing room, breath alcohol testing room and xray
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1,400 square feet of physical therapy space
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12 staff members
Staff
2 physicians / physician assistants
1 physical therapist
9 medical and non-medical support staff
Concentra’s Unique Medical Model
at the local level:
Patients and
Employers
Needs
Quality care
Effective RTW
Controlled costs
Injured
Workers
are guided into
CUC’s system
by employers
and emergency
departments
During CUC
Open Hours
Concentra
provides
urgent care
and
occupational
health services
After Hours
Care is provided
at hospital
emergency
departments next day followup with
Concentra
Ancillary
Services
CST coordinates
diagnostic,
consultation, and
surgical services
(through AMS or
external entities)
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Frequency and timing of patient visits
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Communication with the employer
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Referral patterns for consults
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Paying attention to case closure
600,000
Injuries a year
National Average: 29% Lose Time &
Days
Concentra: 7% Lose Time & Days
Based on our market share:
We save 3 million lost work days
each year!
$600m savings
to our economy!!
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70
Days to First Recheck
Days to Final Release
60
Average Days
50
40
30
20
10
0
6
5
10
16
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19
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9
12
3
4
8
2
1
20
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Providers
[1] Analysis based on YTD November, 1999 data.
[2] 193 providers were included in the analysis.
[3] On average, reducing 1 day between initial visit to first recheck will shorten days to final release
by 3.1 days.
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How you Calculate the
Net Promoter Score?
Rank likelihood to recommend us to others, on a scale of 1 to 10.
0
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Detractors
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Passives
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Promoters
Net Promoter Percentage:
The degree to which promoters outnumber detractors
Net Promoter Percentage Calculation:
Promoters (9’s and 10’s)
Minus: Detractors (0’s through 6’s)
Equals: NPS (Net Promoter Score)
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NPS Measurement
Benchmark Companies
National NPS of 53% in Q4 2011
295 centers with NPS > 30%
All five Zones with NPS > 49%
114 centers with PER > 70%
Only 11 centers with PER < 50%
Nashville, TN
Charlotte, NC
Charlotte, NC
Charlotte, NC
Episodic services at employer worksites: functional
examinations, substance abuse collections,
prevention services, ergonomic analyses, and
wellness services.
Services
Biometric screenings
Urine drug collections
Preventive Health Exams
Employer exams pre-employment and
regulatory
Worksite ergonomic evaluations
Immunizations including flu shots and
Hepatitis A & B
Training and education courses for
employees and employers
State-of-the-art mobile units that bring medical services to the workplace, including;
medical surveillance, hearing conservation testing, and physical and preventive
wellness examinations.
Vision and hearing tests
Physical examinations
Chest X-rays
Electrocardiograms (EKG)
Pre-employment or random drug screens
Bio-monitoring
Respiratory fit
Pulmonary function
Laboratory testing for lead, ZPP, SMAC, etc.
Inoculations, vaccinations, or immunizations
Client Testimonial
"…a quick note to tell you how positive our experience
was… A— was the utmost of a professional, was ontime and efficient, demonstrated a thorough
knowledge of the process and provided tremendous
customer service..."
— Brian, Las Vegas, NV
Advanced Toxicology Network (ATN) is Concentra’s
testing laboratory for all clinical diagnostic testing and
toxicology screenings. Based in Memphis, Tennessee,
ATN is an independent subsidiary of Concentra and
works closely with clinicians in our Concentra Medical
Centers locations.
Expertise and resources:
ATN has provided patient screenings since 1997 and
has quickly developed into one of the nation's most
advanced toxicology laboratories. ATN currently
performs over 8,000 immunoassay-screening tests
per day, as well as over 900 GC/MS confirmations
per day. This volume makes ATN one of the
country’s largest single-site testing laboratories.