Relationships with primary care providers and specialists, clinics, and facilities who participate in Cigna Collaborative Care (CCC), plus the data from all of its insured customers, puts Cigna in a unique position to reveal insights for the best, most affordable treatment of patients.
Cigna previously used Excel to analyze their multiple, disparate data sets. This created confusion about performance of Cigna’s Collaborative Care participants and made it difficult for them to know if their industry-leading engagement, satisfaction, and experience levels were maintained or exceeded. Pre-Tableau, Collaborative Care providers took static legacy reports, adapted them, and sifted through data points to gain insights. But this workflow wasn’t optimal, generated low engagement, created missed opportunities and made it difficult to positively influence patient outcomes.
The analytics team audited 14 previous Collaborative Care reports to determine a go-forward strategy. “We try to build relationships with all of our ACO (Accountable Care Organization) partners by delivering new tools, and new reports that will enable them to focus on what’s really important—the health and well-being of their patient population,” explained Jo Ann Bidwell, Business Analytics Manager at Cigna. Consequently, Cigna combined financial transactions, customer, provider, treatment, and other data in Tableau dashboards that “make the complex simple, which is our guiding approach for how we provide useful information,” stated Paul.
Performance monitoring is critical for tracking quality of care—individually, as a practice, in comparison with peers—and for understanding which measures have opportunities or require focus. The provider report card that is accessible in Cigna’s secure Collaborative Care reporting portal is rooted in Evidence Based Medicine and provides valuable performance metrics. It has multiple filters—ER metrics, inpatient treatment instances, out-of-network treatments, and primary care provider-to-specialist ratios, to name just a few. Drilling into prescription patterns, for example, providers may discover new opportunities to offer generic medicine at lower cost to patients.