Transcript: Supporting members with quality care from home through HouseCalls

A U-shaped logo appears over text as upbeat music plays.

ONSCREEN TEXT:        HouseCalls

                                       Sue’s story

COLLEEN: In UnitedHealthcare, HouseCalls is our yearly in-home health and wellness service.

A woman wearing scrubs speaks as text appears beside her.

ONSCREEN TEXT:        Colleen N.

                                       HouseCalls Nurse Practitioner

COLLEEN: It's really a way for our members to stay on top of their care between their primary care office visits.

An older woman with graying hair interviews as she sits on a couch. Text appears beside her.



                                    Medicare Advantage member

SUE: The benefit of the HouseCalls program is having somebody come into your home. It's easier to open up.

Colleen interviews.

COLLEEN: I have 45 to 60 minutes to sit with a member and talk about all their medical needs.

Outside, Colleen carries a clipboard and a backpack of equipment as she approaches Sue’s home. Sue happily opens the door for her.

COLLEEN: I've known Sue for over six years. Really it's like meeting an old friend when I come here every year to visit with Sue.

Inside Sue’s home, Colleen sits across a table from Sue and goes over a document. Sue starts laughing. She interviews.

SUE: Colleen's awesome. She's gentle and sincere. She's good at what she does.

While Sue sits in an armchair, Colleen listens to her chest with a stethoscope. Our view cuts back and forth between the interviews with Colleen and Sue.

COLLEEN: I had been seeing Sue for a few years before that, but I noticed there actually was something different about Sue that day.

SUE: The pain was at the back of my calf. It felt really, really tight and painful.

COLLEEN: Part of the HouseCalls visit is every member gets a pain assessment. And I said, "Well, tell me about that pain." And she said, "Well, nobody wants to hear about that pain." I said, "Well, I do."

SUE: I said to her, "I can't walk. It hurts when I walk."

COLLEEN: So there's a screening tool that we use in HouseCalls. It actually measures blood flow to the patient's legs and to the feet.

As Sue reclines in the armchair, Colleen checks her patient’s feet. She fastens a monitor onto one of Sue’s toes, then checks the screen of her laptop. In an interview:

SUE: She did that test and was like – I never saw anybody get on a phone so fast.

COLLEEN: I don't think it would have been long that there would have been some serious consequences to possibly loss of limb.

SUE: At the very least, I could have lost my leg, and had it gotten bad enough, I could have lost my life. I thank God every day for Colleen. It all boils down to being listened to.

Sitting at the table, Colleen listens as Sue talks to her. In an interview:

COLLEEN: Every HouseCall visit, you do have an opportunity as a nurse practitioner to make a difference in that person's life, and a meaningful one at that.

While Sue sits in her armchair, Colleen checks her blood pressure. In an interview:

COLLEEN: All you really need to do is just listen.

Outside, Sue sits on a bench overlooking a lake. In an interview:

SUE: Healthy means independence. Taking a walk is such a simple thing.

She walks along a path along the lake’s edge, smiling as she passes a swan. In an interview:

SUE: I'm still independent because of Colleen. If I can convince one person to get involved with this program, I'll feel like I've done something good.

At home, she sits across from Colleen at her table. Bottles of medication sit between them as they chat. Sue breaks into a smile. A close-up shows the HouseCalls logo embroidered on Colleen’s gray scrubs. In an interview:

SUE: I would recommend UnitedHealthcare and their HouseCalls program to anybody. It can make the difference between life and death, literally.

A dark blue U-shaped logo appears, followed by text.

ONSCREEN TEXT:        United