ActualMeds in Action: How Our Scalable High-Touch Approach Reunited a Family & Improved Patient Care

In healthcare, significant impacts sometime come from what can be considered routine processes. However, we’re often reminded of how these “routine processes” may make a critical difference in our members’ lives.

At ActualMeds, helping to reach patients at scale to improve medication adherence is our ultimate goal. “Scale” is achieved by using data driven processes to enable our team of pharmacists, member care coordinators and nurses to spend more of their time engaging and interacting with members to resolve or lessen their everyday challenges that impact their well-being.

The Challenge

Each day, ActualMeds aims to improve medication adherence at scale for even the most difficult, high-risk patient populations with automated data handling and reporting, combined with sophisticated algorithms that continuously target high-priority members for outreach. That approach enables precise targeting of members who need a personal touch.

Recently, during a typical day of member outreach, our team encountered an unusual situation. Upon calling one of our members, we were met with the distressed voice of the member's sister. She shared that she had been unable to contact her sister, our member, for an extended period and was deeply concerned about her safety and well-being.

Taking Action

Recognizing the urgency of the situation, our team immediately sprang into action. We didn't just note the concern and move on because it could be considered beyond the “scope” of medication adherence outreach. Instead, we:

1. Escalated the case through our established SDOH channels.
2. Initiated communication with the member's Case Manager at the health plan.
3. Collaborated with the Case Manager to locate the member, who was found in another state.
4. Facilitated communication between the member and her worried sister.

Making a Difference

The outcome of this intervention went far beyond our initial expectations:

• Family Reunion: We were able to reunite the member with her sister, alleviating the immediate concern and emotional distress.
• Enhanced Medication Adherence and Care Coordination: With her sister's assistance, the member's medication adherence improved significantly for the duration of her time on the plan.
• Addressing SDOH: By responding to this social need, we demonstrated the importance of considering factors beyond direct medical care in managing patient health.

The approach was effective because our experts have extensive experience using proven best practices to address complex, multi-faceted of SDOH that impact members’ adherence to their medication regimen: This experience is a real-world reminder of the interconnectedness of health, family, and social support. It underscores the value of our proactive outreach programs and the importance of having robust processes in place to address SDOH issues that go far beyond an automated call.

At ActualMeds, we're committed to our customers and their members. Stories like these reinforce our belief that healthcare is not just about managing medications – it's about caring for the whole person’s health and well-being. It’s about caring for members individually and at scale to achieve better outcomes and live better lives.

To learn more about how we can help your members in 2025, please contact us.