Innovación e información

Providence Health Plan's Integrated Approach to Health Equity and Member Experience

17 abril 2025

In a recent interview at the HLTH conference, Providence Health Plan (PHP) leaders shared insights into their innovative approach that seamlessly integrates health equity, member experience, and quality outcomes.

Timshel Tarbet, Chief Healthcare Equity and Experience Officer, and Randi Escobedo, Head of Healthcare Experience and Advocacy, discussed how their organization is transforming healthcare delivery while staying true to the core mission of serving the poor and vulnerable.

Breaking Down Silos for Better Care

A key revelation from the interview was PHP's evolution from treating health equity as a separate initiative to fully embedding it within their experience strategy. This integration helps eliminate organizational silos and creates shared ownership throughout the company.

"When initiatives sit in silos, it creates a mentality of 'that's their responsibility,'" explained Tarbet. "The way Randi has set things up, and how the organization is leaning into it, is that equity is what we do – it's embedded into the grain of the organization."

Data-Driven Approach to Understanding Disparities

PHP relies heavily on comprehensive data analysis to identify and address disparities in care. Their approach includes:

• Voice of the Customer feedback (including CAHPS surveys)

• Detailed analysis of member calls and inquiries

• Tracking social determinants of health using Z codes

• Examining outcomes across sub-populations to identify differences

This data-driven approach allows them to take appropriate action and continually assess the effectiveness of their interventions.

Addressing Social Determinants of Health

The interview highlighted PHP’s commitment to addressing social determinants of health, recognizing that healthcare extends beyond medical treatment. Their initiatives include:

• Enabling food purchases for underserved communities

• Providing transportation to medical appointments

• Supplying essential items like air conditioners or heaters for Medicaid members

• Implementing the culturally-sensitive "Food is Medicine" program

• Introducing Special Supplemental Benefits for the Chronically Ill (SSBCI)

Cultural Sensitivity Throughout the Member Journey

PHP has implemented mandatory health equity training organization-wide and offers specialized cultural sensitivity training for specific teams. They've created an environment where discussing cultural competency is encouraged and mistakes are viewed as learning opportunities.

"We address the fear of making mistakes by emphasizing that errors are part of learning," said Tarbet. Specific programs, such as Spanish-speaking care navigators, demonstrate their commitment to meeting members' diverse needs.

Looking Ahead: The Future of Equitable Healthcare

Both leaders emphasized the need for systemic change in healthcare delivery. Key priorities they identified include:

• Improving access to the right providers at the right time

• Creating pathways for underserved populations to enter healthcare professions

• Ensuring provider demographics better reflect the communities they serve

• Developing innovative care delivery models beyond the one-size-fits-all approach

• Expanding telehealth access

• Focusing on prevention rather than just treating illness

• Breaking down silos between hospital systems, pharmacies, and payers

"We need to work together better and break down the silos," concluded Tarbet. "That collaboration is what will ultimately make healthcare equitable."

This integrated approach demonstrates how PHP is putting its mission into action, creating a healthcare system that truly knows, cares for, and eases the way for all members.