UHCD Ideas

Request intake portal for the UnitedHealthcare Digital product team

Post brochure on member portal in order to create awareness/drive education.

The target audience is all members and the purpose of the brochure is to educate all members so they can make informed decisions about whether to see a behavioral health clinician…especially when they may be reluctant to follow their PCP’s referral. Many members are afraid to follow up with behavioral health care due to a negative social sitgma and fear of losing their job, etc.

  • Guest
  • Jul 14 2017
Priority Useful
Estimated Cost ($ Dollars)
Business Problem

Member is reluctant to follow up with care from a behavioral health care specialist.

Business Value

Improved quality scores from members who are more willing to follow up with behavioral health care and improve compliance on quality metrics.

Business Risk

Members suffer in silence.

Date Required By 2017-07-31
Who would be willing to pay for it? N/A
Regulatory No
Regulatory Date
Client Commitment Comments


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  • Admin
    July 20, 2017 22:58

    Thanks for submitting this idea! In order to further consider this idea - could you provide us with any quantitative feedback around how many members would receive a mental health referral and do not follow through on that referral? Are these members seeking care elsewhere or not at all? Do we know what the primary barriers/hurdles for members are in following through on a referral? 

  • Guest commented
    July 21, 2017 12:22

    Hi Jonathan,

    I don’t have answers to your first two questions, but regarding your third question, following are a few barriers for members to seeking behavioral health care or following through on a referral for behavioral health care:

    · Negative stigma associated with AOD treatment preventing member from seeking care…loss of job

    · Member can't afford cost of ongoing AOD treatment or can't take time from work for follow-up treatment

    · Providers have limited/no available appointments for follow-up care, especially during times that fit employees' work schedules; e.g., after hours, weekends…so members may have a tough time getting a convenient appointment

    · Member downplays/denies the fact that there is an AOD issue and refuses referral for treatment

    · Family enables member with AOD issue and may not support ongoing services/treatment

    · Provider (primary care, etc) offers no clear follow through or next step guidance that directs a member to behavioral health providers or facilities

    · Limited/no BH provider/AOD treatment facility near the member (rural)

    Thank you.

  • Admin
    August 10, 2017 14:24

    Assigning this for E&I strategy review - - recommend engaging Experience team to evaluate possible value and possible options for meeting members need

  • Admin
    CRAIG HANKINS commented
    August 14, 2017 16:54

    The intent makes sense though we should discuss the solution and experience that sets this up for success. Posting alone on the site won't drive engagement. Is this enhancement proposed as part of the UHC behavioral health product strategy? If so, how does it fit into that experience strategy? If not, please discuss with Stacie Grassmuck in E&I Product to determine if/how this suggestion fits into the intended BH member experience.