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FAQs | Narus Health
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FAQs

  • Who is Narus Health? +

    Narus Health is a company built on the notion that healthcare is too complicated, especially for those dealing with multiple medical conditions. The members of Narus Health’s founding team brought their own experiences from personally watching loved ones try to make sense of their health situation. Collectively, we shared many of the same frustrations, while also having unique individual challenges. We set out to create a supportive solution that, when done well, results in the patient, caregivers, providers, hospital systems, and payers all benefiting from our involvement. Our solution is Narus Health.

    We are passionate about helping our patients. We want to build trust with them, their family, and their providers. We take their situation quite seriously and consider it a privilege to be a part of their journey.

    Our goal is a simple one. We want to lighten the stress in whatever way we can so that others can focus their time and energy on the things that matter the most to them.

  • What exactly does Narus Health do? +

    Good question. The simple answer is “we partner with the patient to help improve their medical journey”. OK. We admit that sounds vague. But, it’s supposed to. Here’s why:

    Every patient, family, loved one, etc., experiences a medical journey differently. Usually, they all have similar questions like wanting to better understand a diagnosis, procedure, or medication. But each person is also highly unique. Some people don’t have access to specialists. Some don’t have reliable transportation to get to their doctor. Some don’t understand their medical expenses. And some don’t even know they have certain benefits they could be using. These things are just a sample of what Narus Health helps you figure out.

  • So, does Narus Health treat my conditions? +

    Well, not exactly. We treat ‘you’. We assume you have great providers (and if you don’t, we will help find you some). It is not our place to get in the way of you and your doctor. Usually, our patients already feel like there are too many cooks in the kitchen. Our job is to find out from you the things you need help doing, such as keeping medical appointments straight, communicating back and forth with any (or all) of your doctors, and helping make sure you have the things your providers order for you, such as equipment and medication.

    Don’t get us wrong. We want to know how you physically (and emotionally) feel. In fact, we will track your symptoms and report them to your doctor for you ahead of your clinic visit. And if your doctor wants our help to get a message back to you, we do it. More importantly, if we know you have symptoms that are getting worse, we work with you to relay that to your doctor ASAP, helping to address problems before they get out of hand.

  • What if I think I’m having a medical emergency? +

    One of our many sayings here at Narus Health is “the right care at the right time”. You should ALWAYS handle emergencies the way you normally would. Delaying emergency care should never happen. So, if at any time, you feel the need to go to the Emergency Department or straight to your doctor, you should.

  • Do you have a list of the services you offer? +

    Sure thing. Just remember, this isn’t a complete list. Everyone is unique and has needs beyond these. If you need help with a service we don’t offer, let us know and we'll do our best to connect you with someone who does.

    • Develop an individual care plan for you, the patient
    • Provide understanding of your specific condition, symptom, or treatments
    • Track and report symptoms to any of your providers
    • Organize and schedule doctor appointments
    • Provide your doctors with updated reports on how you’ve been doing since they last saw you
    • Confirm proper follow up when your provider orders things for you, such as equipment or home health services
    • Help you arrange transportation, meals, etc. from available community resources
    • Keep an active medication list
    • Provide a platform for secure text conversation between you and your Narus Health team
    • Collect your important medical documents, and provide them for immediate review and distribution at any moment, including distributing them on your behalf
    • Help explain your medical benefits as provided to you by your insurance company or employer
  • All of this sounds really helpful. So, who pays for Narus Health? +

    Narus Health is paid for by your company as part of your benefit plan.

  • My doctor told me about Narus Health. Do they need to refer me? +

    First, thank your doctor for us. We try really hard to make their life easier too. Second, no, you don’t need a referral.

    If we enroll you, we will talk to all of your providers and explain our involvement in your care. This is important to us (and you) for a lot of reasons. Don’t forget, we are all about improving communication. For example, as we work with you, we will be sending regular reports to your doctors (you will see them too, in real time, if you’re using our mobile app). So, we need to know how often your doctor wants to hear from us. Also, we’re always available to help your doctors if there’s something we can do for them.

  • Why does Narus Health offer services regardless of the patient’s condition? +

    We believe need doesn’t simply correlate to diagnosis. There’s no question certain diagnoses can result in similar needs among people, but that alone isn’t enough to determine overall need. Our goal is to help people who want our help. And that is a very subjective thing. That is why we offer our service to anyone who believes they would benefit from it, regardless of their underlying condition or functional status.

  • I’m the caregiver for someone, what does Narus Health do for me? +

    Have you heard “put your oxygen mask on first, then help others”? It’s an important rule. The same applies to being a caregiver. If you don’t take care of your own needs, you can’t help others. That’s how Narus Health approaches caregivers.

    When a patient is enrolled with Narus Health, we identify their main caregivers and, with the patient’s permission, establish regular contact with them. In our experience, patients love having their chosen caregivers informed. And this has been proven to be of tremendous value for loved ones living far away from the patient.

    Just as we help the patient keep track of their medical documents, doctor visit schedule, and help them understand their benefits, Narus Health works with the caregiver who may be responsible for these things on behalf of the patient. In fact, often we work with the caregivers as much as we do the patient.

    Our experience also shows one of the biggest stressors for a patient is the feeling they are a burden to their caregiver. And while most caregivers usually don’t feel this way, patients really appreciate knowing Narus Health is not only checking in on them, but also checking in on their caregivers. Again, it’s all about supporting each other and having good communication.

  • Does Narus Health come between me and my patient? +

    Oh no. We recognize you are the expert and it does no one, especially your patient, any good to negatively impact the doctor-patient relationship. It is not our place to tell your patient what treatments to take or decisions to make.

    Narus Health is here to support. The clinical issues a patient faces only tell part of their story. What we know through our research and experience is that patients have a lot of “care issue” needs. We think of these as the softer side of the medical experience. Do they have access to healthcare? Do they need help understanding their benefits? Are they having trouble finding a pharmacy that carries their medication? Do they have the caregiver support they need during the night or weekends? These are just a sampling of the things we work with patients to resolve. We leave the doctoring to you.

    That said, we are very willing to help you and your staff carry out coordination and education within the scope of our services. We can even distribute your clinic forms between you and your patient before their visits.

    Narus Health works to engage ALL the providers connected to any given patient, improving the communication between the entire medical team.

  • I’m sick of using the computer and I already have an EMR. Are you going to ask me or my staff to use your software? +

    Nope. Our COMPASSION platform is built in a way that easily integrates with EMR systems, making things as simple as possible for you.

    We manage patient care within our system. Our system automatically generates reports and distributes them to you based on your preferences (fax, email, etc.). Or, we will only send reports when you request them. It’s completely up to you.

    Furthermore, if we are caring for one of your patients, they can push any of their reports to you from their phone right there in your clinic. Instantly. Again, it’s all about connectivity and communication.

  • I understand how Narus Health is helpful to patients, caregivers, and providers. How is it helpful to me, the employer? +

    We help self-insured employers in a couple of ways. First, it depends if the employee you’re covering is the patient or the caregiver.

    If your employee is the patient, Narus Health eases the demands of navigating the health experience. As you may know, your employee has to devote a lot of time (usually during the day) to organize, schedule, and coordinate many activities involving their healthcare. They might need to spend excessive time on the phone with their insurance company. And, as you know, the burden of illness can lead to sick days and decreased engagement at work. It’s difficult to capture what this loss of productivity equates to, but research shows it’s substantial.

    If your employee is the caregiver, they may have just as many demands as if they were the patient. And while it is true they are not the ones directly affected by illness, caregivers themselves are at higher risk of illness and resulting loss of work time and productivity.

    Regardless of their role, we help your employee manage the logistics of their illness to the broadest scope possible. That makes them more able to be engaged with work, which is what most of them want anyway.

    Also, because of our technology, we can connect your covered members with other employee benefits you offer that they may be unaware of. In that capacity, think of us as the conduit connecting your employee with all offered resources. Not only can we connect the member with the benefit, we can provide valuable feedback on the effectiveness of that benefit, as stated by the employee.

  • I have thousands of employees. How do you identify the ones to enroll with Narus Health? +

    One of the values we bring to the self-insured employer is data analytics. Once you determine what qualifying criteria you want Narus Health to use for enrollment, we can run continuous analytics on your covered population and identify those individuals most likely to benefit from our involvement. And since your criteria may be different than other employers, we customize those analytics for you.

    Then, Narus Health can directly engage the member, explain the coverage, and begin enrollment, assuming the employee consents.

  • I have employees serving as caregivers for people outside of covered dependents. But I think they would benefit from Narus Health support. So…? +

    We hear this often and it’s a growing problem. For example, your employee has an aging parent a couple states away. They are having to coordinate care from a long distance and are overwhelmed by the emotion of the experience.

    There are several ways Narus Health can become part of the care. Some employers see value in offering the service to extended family while others inform employees of the service. But the financial responsibility ultimately falls to the employee. Some employers work out a cost sharing arrangement with their employees since they see ROI despite the actual patient not being a covered dependent.

    We can’t tell you which situation is best for your organization but what we can assure is that whatever the arrangement, we will work hard to lessen the impact on the employee.

    We are happy to meet with you directly to work through some of these scenarios.

  • Does Narus Health partner directly with insurance companies? +

    We do. We think this is one of the most effective ways to make the biggest impact on the greatest number of lives. We work with the payer in much the same way we do a self-insured employer. We can take your qualifying criteria, analyze your data (if you like), and identify those individuals likely to benefit the most from our services. Narus Health can then reach out to the patient for consent and notify their treating clinicians of our engagement.

    The benefits seen by the payer include a better customer experience, happier provider network, and improved delivery of care–the right care at the right time.

  • How does spending more for a service like Narus Health save money? +

    Several ways. We’ve met enough patients, providers, and health administrators to know nobody thinks the system is efficient. That’s because it isn’t. Almost everyone operates in a silo. We aren’t suggesting knocking down the silos, but we are suggesting connecting them better.

    Historically, patients want the process simplified. But, it’s tough for providers to do that. They are already working beyond capacity. And health systems are also operating to improve efficiency. Some offer various navigation services, etc., but that offers little security to the patient sitting at home with inadequate caregiver support or access difficulty, who relies on emergency services for their afterhours care.

    By routinely engaging the medically complex patient, we avoid redundancy. We avoid over-utilization. We align patient goals with treatments. Basically, we assure the right treatment at the right time. Of course, that means different things to different people. And that is why our care plan is personalized. But, the global result is improved, purposeful care. In other words, it’s not about spending more, it’s about spending smart.