Our goal at HealthForward is to help plan members (patients) achieve and maintain an improved state of health. We take great pride in establishing a genuine connection with our patients to build trust and rapport. Through customized, goal-oriented plans, our Health Case Managers help engage our patients and motivate them to achieve improved health outcomes.
A recent survey* conducted by a third-party firm revealed overwhelmingly positive patient satisfaction with HealthForward.
- 88% had a clear understanding about the Health Case Management program and the role of their Health Case Manager
- 88% were “extremely satisfied” with the Health Case Management team
- 82% were “very satisfied” with the interaction between their Health Case Manager and physician
- 97% were “very satisfied” with their chosen preferred pharmacy
* 2013 and 2014 Patient Satisfaction and Engagement Survey. Internal Data on File.
Case Studies: The HealthForward Experience
Transitioning a New Patient
A patient was transitioning to a new insurer and was required to have their medication dispensed at a designated network pharmacy. HealthForward was there to see the patient through the transition and ensure there were no medication interruptions. The patient was very receptive to their HealthForward coordinator and appreciated their explanation to the change in process. The patient was very pleased to find that they had the option to pick up their medication from a network pharmacy close to them.
Network Pharmacy Flexibility
A patient inquired to their HealthForward Case Manager if it would be possible deliver their medication to a nearby pharmacy, instead of their house. The patient’s preference was an independent pharmacy outside of HealthForward’s pharmacy network. After coordination with the patient’s designated network pharmacy, HealthForward was successful in engaging the independent pharmacy to accept and hold the patient’s medication for pick-up.
Integration with Patient Assistance Programs
A patient’s spouse contacted their HealthForward Case Manager and indicated that their partner would not be initiating a medication due to their coverage limit, as the couple could not afford the out-of-pocket costs. HealthForward was aware the patient was enrolled in a manufacturer patient assistance program and initiated a teleconference between the program and the patient to investigate the situation. The teleconference resulted in the Case Manager working on behalf of the patient to provide the manufacturer's assistance program with correct information and details to secure 100% financial assistance.