Transcript: UnitedHealthcare Global leader’s perspective from the COVID-19 front line

We see a field vertically divided, white above blue, on which there is text of opposite color. A piano and string concerto plays.

ON SCREEN TEXT:          A UnitedHealthcare Global leader's

                                    perspective from the COVID-19 front line

                                    Dr. Ana Prado on adapting to a new reality

In a shot as through a webcam, a woman wearing short-sleeved scrubs sits in a small room. A framed poster of low bridges is the only decoration on the wall behind her. A text-bearing graphic appears briefly at lower left.

ON SCREEN TEXT:          Dr. Ana Prado

                                    UnitedHealthcare Global

DR. PRADO: My name is Ana Prado. I am working and living in Portugal in Cascais Hospital, mainly.

We see a still shot of Dr. Prado in a lab coat, smiling and standing.

DR. PRADO: I am a front-line practicing physician. I'm internal medicine specialist.

We see again the webcam view of Dr. Prado.

DR. PRADO: And I work in the emergency department as a physician and as a team leader...

We see a still shot of a figure leaning over a steel pan in a brightly lit room. The figure is almost wholly covered in medical coverings.

DR. PRADO: ...and in the ward, also, as a physician and a team leader, dealing with COVID patients.

We see again the field with text.

ON SCREEN TEXT:          What was the biggest challenge you

                                    initially faced during the pandemic?

We see a still shot of two figures, garbed head to toe in protective gear and wearing transparent face shields over their breathing masks, staring at a computer monitor set up by a hospital bed; of the patient, we can see only hair and a braid.

DR. PRADO: The biggest challenge that we had right away was that we had to redefine our circuits and redesign the patient journey throughout the hospital...

We snap back to the webcam view of Dr. Prado.

DR. PRADO: ...adapt it to this new infectious disease context. So we really had to look at all the touch points of the patient in the hospital...

We see a still shot of an expansive room, clinically sterile in appearance. A massive, canted desk fills the foreground. Sitting behind it, staring at a computer, is one unidentifiable figure in protective garb; standing on the other side, talking into a land line telephone, is another similar figure.

DR. PRADO: And make sure that the new circuits were well designed and well built with everything that is needed to provide the best care possible.

The text field appears again.

ON SCREEN TEXT:          What measures did you take to

                                    ensure teams were on the same page?

In a still shot, we see three figures, gloved and garbed, sitting in a hospital room. The shot pans down, revealing that they are at a computer desk.

DR. PRADO: The glue to this all, I think, has been good communication, clear communication, throughout the whole organization.

We snap back to the webcam view of Dr. Prado.

DR. PRADO: From top to bottom, from bottom to top, the channels really have been open, and I think this has helped us all be aligned...

We see a still shot of two fully covered figures attending a patient in a hospital bed. One looks at a machine interface while holding a probe.

DR. PRADO: ...with our strategy and helped us especially to adapt and to keep on the same wave as everyone else.

We see again the field with text.

ON SCREEN TEXT:          What challenges are you facing

                                    now and in months to come?

We snap back to the webcam view of Dr. Prado.

DR. PRADO: Everyone is very tired, very, very tired, and to keep people healthy and motivated and strong enough to continue to provide care, because this is such important work, where mistakes can't be made, where there's a great responsibility, and there are lots of physical hours...

We see a still shot of what appears to be the same figures and patient from before, but now one of the attendants is handling an IV drip bag.

DR. PRADO: ...we really have to keep reinforcing, when people are off work, they have to rest, and I mean, they really have to rest.

We see a still shot of a nurse or doctor in short scrubs tying the strings of a face mask over a hair net.

DR. PRADO: That's definitely the biggest challenge now. Also, because we're in the third wave still now, to continue to provide...

We snap back to the webcam view of Dr. Prado.

DR. PRADO: ...excellent quality of care is definitely a challenge when we're tired, when there are so many patients...

In a still shot through an open doorway, a covered figure inserting a thermometer into the ear of a patient. A sign hung on the doorjamb reads "Coronavirus Triage Bay."

DR. PRADO: ...that sometimes it's difficult to prioritize care.

The text field again.

ON SCREEN TEXT:          How has collaboration

                                    across UnitedHealthcare Global

                                    helped to support your efforts and execution?

We snap back to the webcam view of Dr. Prado.

DR. PRADO: It's always a relief and a joy to share knowledge and to share experiences and ideas and even mistakes, and to discuss what we did wrong and if they have any ideas and vice versa, and this has always been encouraged and made possible through Global, and so we're very grateful for that.

We see the text field again.

ON SCREEN TEXT:          What are the biggest lessons you

                                    have learned through the pandemic?

We snap back to the webcam view of Dr. Prado.

DR. PRADO: It brings out a side of people that wouldn't have been brought out in normal circumstances. So ingenuity, courage...

We see a still of a covered figure with a clipboard leaning over the open driver's window of a car.

DR. PRADO: spirit, unity. I think we've all been...

We see a close-up shot of an unlabeled vial being held by a figure in PPE.

DR. PRADO: ...on this road to growth, and...

We snap back to the webcam view of Dr. Prado.

DR. PRADO:'s been a hell of a journey, but I think we'll come out stronger, definitely, in the end.

The webcam view fades to a field, argent, upon which is the UnitedHealthcare logo, a vertical rectangle with a wedge on the top end and a semicircle on the bottom, its lower and right sides echoed by curving bars, in blue, so as to evoke a capital U.

ON SCREEN TEXT:          United