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.


Patient Engagement

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

Nurse-led Health Case Management: The Benefits to Group Plan Members and Sponsors

In 2012, Great-West Life engaged HealthForward Inc. and its qualified nurse health case managers to design and provide comprehensive case management support and assistance to plan members and their covered dependants with chronic conditions, such as rheumatoid arthritis, Crohn’s disease, psoriasis and severe asthma. After 5 years, this Health Case Management program remains one of the most accepted and valued Great-West Life services provided, and its value has been demonstrated in a recent Canadian health outcome study.

Improved Health Outcomes in Patients Receiving Health Case Management (Poster)

Authors: Belinda Yap, Manager, Health Economics and Outcomes Research, Innomar Strategies; Yulia Krupitsky, Program Manager, HealthForward; Tara Liu, Director, Drug Strategy, Great-West Life Assurance Company; Phil Peters, Director of Pharmacy and Payer Strategy, HealthForward; Alison Drinkwater, Senior Director, Strategic Consulting, Innomar Strategies; Sandra Anderson, Vice President, Consulting and Business Development, Innomar Strategies, Kevin West, Vice President, HealthForward.

Abstract: To demonstrate that health case management (HCM) administered with routine care (RC) delivers better health outcomes than RC alone. HCM is a Great-West Life program aimed at monitoring health outcomes and managing costs of certain specialty drugs. Data from two HCM cohorts – i) Rheumatoid arthritis (RA) patients on adalimumab, and ii) Psoriatic arthritis (PsA) patients receiving etanercept, were compared to with published real-world observational data of Canadian RA and PsA patients treated with adalimumab and etanercept, respectively. Two published studies were identified for comparison with HCM RA on adalimumab: Study 1-NCT01585064 and Study 2-NCT01117480. HCM PsA on etanercept was compared with Study 3–NCT00127842. From June 2012 to December 2016, 99 RA and 31 PsA HCM patients were eligible for data analysis. In RA patients on adalimumab, unadjusted comparisons demonstrated a higher reduction in Health Assessment Questionnaire–Disability Index (HAQ-DI) score over 6 months for HCM compared with RC (0.97 versus 0.47 [study 1], P < 0.001; and 0.97 versus 0.31 [study 2], P < 0.001). The percentage of patients achieving low disease activity after 6 months was higher in HCM than RC (54.1% versus 28.4% [study 1], P = 0.005). Similarly, the percentage of patients achieving remission after six months was higher in HCM than RC (45.9% versus 17.4% [study 1], P = 0.001; and 45.9% versus 13.0% [study 2], P < 0.001). In PsA patients on etanercept, a higher percentage of HCM patients achieved HAQ-DI reductions of ≥ 0.5 points after six months compared with RC (84% versus 62% [study 3], P = 0.025). This analysis demonstrates the benefit of HCM in improving health outcomes over RC alone, and helps inform future HCM prospective studies.

Poster presented at: Canadian Agency for Drugs and Technology and Health (CADTH) Symposium 2017; Ottawa, ON; 23-25 April 2017 

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.


What patients had to say about their experience:

Thank you for the support. I hope this program helps many other people like it did for me and my family.

I really appreciate all the support I’ve received.

I’m very thankful and appreciative for everything that this program was able to do for me. It really has helped to change my life.

I’m very grateful for this program and it has helped my life become freer.

This program has been very valuable to me and has helped me to manage my condition. I always feel like [they] understand my concerns.