Included Health: The Value of LGBTQ+ Health Care Navigation
The Client
Included Health is a digital health company that integrates virtual care delivery with healthcare navigation. It is a leading health platform for the LGBTQ+ community, providing virtual care and navigation services to employers and health plans in all 50 states.
What is Health Care Navigation?
Health Care Navigation is a process that guides patients in finding the best benefits and clinical care to match their specific needs. This can mean matching a patient with a provider who takes their insurance, is located in their geographic area, is culturally competent, or provides a specific service the patient needs. Included Health does this through AI-powered insights, empathetic Care Coordinators, and their mobile application, incorporating clinical, financial, and administrative support.
LGBTQ+ Health Care Navigation is the company’s solution for LGBTQ+ members and their families. The cornerstone of this service is a team of Care Coordinators, a diverse group of LGBTQ+ people and allies trained to provide concierge advocacy and guidance for members to find inclusive medical providers and utilize insurance benefits.
The Work
From June 1 to December 15, 2023, Eidos LGBTQ+ Health Initiative researchers Dr. Seul Ki Choi and Dr. Patrina Sexton-Topper collaborated with Included Health to prove the scientific efficacy of their LGBTQ+ Health Care Navigation service. Included Health had substantial data about members and healthcare navigation and called on Eidos’ assistance to analyze and unlock insights in the data. By analyzing survey satisfaction data and chat conversations between members and Care Coordinators, we uncovered both quantitative and qualitative insights.
The Results
Data showed that Care Coordinators made finding and getting care easier through reducing stress, providing referrals, sharing information, clarifying policies and processes, and helping members prepare for the visit. The study also found evidence that LGBTQ+ Health Care Navigation resources can make it easier for people to find a primary care provider, receive gender-affirming care, and access related services like mental health and community support. Additionally, 86% of LGBTQ+ members reported that they were less likely to avoid health care since working with Included Health.
Ultimately the study showed how health care navigation assistance helps LGBTQ+ individuals overcome barriers and improves access to inclusive healthcare. The impact of LGBTQ+ Health Care Navigation is evident and has the potential to diminish health disparities within LGBTQ+ communities. Read more about the study and results in the full case study, The Value of LGBTQ+ Healthcare Navigation.