ceed with bundled payments. I tell them what I'm about to tell you.
1. Assign each patient a care navigator. From the moment we
bring patients into our program, we assign them a care navigator, a
personal travel agent of sorts who serves as the single point of con-
tact for the patient throughout the care episode. Our navigators assist
the patient every step of the way and keep a close eye on costs as
well as care. When you consider that bundled payment providers are
responsible for care up to 90 days post-discharge, you can see why
patient engagement is key to curbing unnecessary costs, like a dash to
the ER for swelling or pain.
Care navigators provide patients with a handbook that details the
care episode and key specifics about surgery. Our clinically trained
navigators take care of patients from start to finish. They help them
fill out paperwork, make appointments and even attend their post-op
checkups.
If patients experience swelling or pain at home, they don't go to the
ER, they call the navigator, who reaches out to the surgical team to
expedite matters, so the patient is not waiting hours on end for a
return phone call from a nurse.
We own and operate 7 orthopedic urgent care centers in and around
Charlotte, N.C. They're open 7 days a week. To avoid a costly trip to
the ER, our navigators sometimes direct patients to one of our urgent
care centers to evaluate swelling or redness.
Don't underestimate what a terrific patient satisfier bundled pay-
ments can be. Our bundled patients never have to present their insur-
ance card or pore over an explanation of benefits. Because the agree-
ment is between the payer and the provider, the patient is freed from
such details.
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