“I’M GOING TO get that A1c down because I don’t want to let myself or my care team down.” Patient SEATTLERushika on a cardboard bridge built by One Iora “WENDY CAME TO OUR PRACTICE with multiple medical Harken Health Atlanta Team training problems. She came in with very high blood pressure and very severe thyroid disease. She also dealt with severe pain. At her early appointments, she stated that she felt she was pushed around the medical system with no answers. After the first visit we set a plan to help the patient address multiple aspects of her health. Over the next few months Wendy came to the office frequently sometimes for visits with her doctor and Health Coach, and some days with only her Health Coach. Her medications were slowly adjusted for what she needed to be on. One day in late summer Wendy arrived for what was expected to be a Health Coach only visit. After 30 minutes in the room, I received notice from the coach that I was needed in the room. Very concerned, I entered the room. Both the Health Coach and patient had tears in their eyes. After a deep breath I asked “Is everything ok?” The patient looked up and said “Yes, I just wanted to thank you both. For the first time in a long time I’ve had positive thoughts and that’s because of all the care you’ve given me.” Patrick PHYSICIAN PHOENIX passion 4 9
empathOURSTORIES5 0 empathy “ONE OF OUR COMMUNITY ENGAGEMENT COORDINATORS in Seattle was going door to door in the neighborhoods surrounding our practice in Shoreline to help spread the word about what we’re doing at Iora, and shortly after visiting with prospective patient Gloria, our practice received this voicemail: “Hi there, my name is Gloria, I’m a neighbor and I’m going to be coming to see you. I would just like to say that Maya just spent some time with me at my house and I’ve had all sorts of different challenges, and it was like it was meant to be. She came by, she was marvelous, she was extraordinarily helpful, incredibly compassionate and more than anything else she was respectful. I just wanted to call to tell you how much I appreciate that you send out these, what you call them Community Engagement Coordinators. I tell you what, I have been locked in and not able to function and just by her coming and spending time with me, it was an enormous gift. I feel 30 lbs. lighter and much more optimistic. So I just wanted to tell you how much I appreciate it. Thank you so much and I will be calling and talking with you tomorrow. Have a wonderful evening and bless you. Thank you so very very very much.” Gloria PATIENT SEATTLE
hy Spending the time needed to understand, relating to, putting yourself in others’ shoes, active compassion“THEY ACTUALLY LISTEN to what I tell them about my symptoms or concerns and help me make good, informed decisions about healthcare.”Patient PHOENIX empathy 5 1
OUR STORIES“ON OUR 2ND DAY open in our new practice in Roswell, Georgia, Mr. B. came back to Harken Health Center for a follow up visit. Hewe received a call from a gentleman in his 40’s named Mr. B. He stated that he had never experienced anything like Harken Health,was very anxious to come in for an initial visit. We gladly gave him and the Iora care team. He felt the compassion from the staff, andan appointment for the very next day. Upon arrival, we noticed that appreciated the assistance he received, began to feel better andMr. B. was clearly not well and very ill appearing. He stated he had manage his health more appropriately. Mr. B. was now engaginggastroparesis, and had been vomiting constantly. He appeared with his new care team. He was referred to the Behavioral Healthdisheveled, and dehydrated. When his Health Coach took his Specialist, Dana, and has been seeing her every week with notedvital signs, his blood pressure was 230/170. This gentleman has improvement and excitement for life! He smiles, and laughs!a history of uncontrolled hypertension, uncontrolled diabetes, Within a month of his initial visit, Mr. B. had been referred andwith several complications resulting in a right below the knee seen a nephrologist, and a gastroenterologist for treatment inamputation, and advanced chronic kidney disease. Given his those areas. His blood pressure has consistently dropped. Mr.severe gastroparesis, he had not been eating properly. Along B. was a classic example of a chronically ill patient being passedwith his complicated medical history, he was severely depressed. from pillar to post with no assistance, and no progress. He wasOver the past year, he had been hospitalized over 20 times for very depressed and disappointed at our health care system, uphypertensive emergency and intractable nausea and vomiting. until now. He still has many hurdles to cross and has complexUnfortunately, given his critical state upon arrival to our clinic, we medical issues that will not be easily resolved, but he is makinghad to send him to the hospital emergency room. Our Clinical great strides. He has not had any further ER visits or hospital staysTeam Manager called and gave a report to the Manager of the ER. since the beginning of January. On his last visit, Mr.B. verbalizedSadly, he was released that same night just a few hours later. His his high regard for Harken Health, and his positive frame ofsymptoms continued and he was readmitted the following night mind. He still sees Dana each week, and has made remarkablewith the same complaints. Colin, his Health Coach, and Dr. Ejigiri, improvement. He feels that he is now very much a part of hiscalled the ER to check on Mr. B. and receive a report on his well- health care, and is making decisions in his best interest. He hasbeing. During his hospital stay, his Health Coach called to check joined Dana’s Mindfulness class to develop resilience for anyon him daily and his provider called the hospitalist to get daily medical setbacks that may occur going forward. He is a STARreports as well. The hospitalist remarked that it was really quite patient, and a vivid reminder of why we come to work every day.impressive to see how the Harken Care Team was constantly It is most rewarding to bring someone who was on the brink ofchecking on the patient and how invested we were in his care. giving up, to his current state of mind and engagement. He is anHe remarked that he had never seen a primary care team invest example of how our care model can really help patients. Mr. B.so much energy into a hospitalized patient. The following week, we are all so proud of you. Keep up the great work. You ROCK!” The Roswell Care Team ATLANTA5 2 empathy
Patients with Karla “It’s incredible how knowing the backstory shifts your perspective.”“AS AN OPERATIONS ASSISTANT, I don’t have as much of an conversation with the patient, explained that this patient hadopportunity to be in the exam room with patients, providing medical metastatic colon cancer, and was experiencing extreme pain andservices like physicians, nurses, or Health Coaches. Nonetheless, suffering. It’s incredible how knowing the backstory shifts yourI still see a fair amount of patient contact-either virtually, through perspective; it would have been easy for me to make ill judgmentsemail and phone, or in-person when patients walk into the clinic. about this woman’s character based on her brief exchange withI am the front line, and I set the tone for how patients see us. And me, but that would have been wrong. Apparently, the patient hadwith that privilege, I have been able to effect a meaningful change arrived looking for her oxycodone prescription but had neverin the way people perceive and experience health care. I recall requested us to refill it, so CVS could not supply it. To remedy thea specific situation when I had only been working at Dartmouth situation, I had a doctor at the practice sign the script, and thenHealth Connect for about a month, and was still learning how to I walked it down to the pharmacy for the patient. It sounds sodeal with difficult situations over the phone... simple, but that day, I felt like I was able to enact one of Iora’s core “I’m about to have a meltdown at CVS pharmacy.” Having values: empathy. I was able to connect with the patient based onjust started working at the practice and not yet knowing how a shared experience, as I have witnessed firsthand the sufferingto respond to patients who called in such distress, my first wrought by cancer, and I chose to do what I could to make herinstinct was to step back, put the patient on hold, and find out day a little bit better. It was a gratifying experience, and one thatwhat was going on. My coworker Robin, who had overheard my makes me proud to be a part of the team at Iora Health.” Matt OPERATIONS ASSISTANT/INTERN HANOVER empathy 5 3
OUR STORIES“A PATIENT, affectionately called “Bon-Bon,” came to us in early them home. I can’t afford to buy another load.” I informed her thatOctober. She had problems breathing normally and did not have everyone in our clinic worked as a team and we could put themany family or friends in town. She just moved here from Michigan away. With her permission, I put them away in her home, whileand was recently widowed. Bon-Bon came into the clinic for I was there feeding her dogs. We coordinated a plan together toan urgent appointment with chest pain. We did the EKG and make it all happen.determined that she needed to go the the Emergency Room. While the ambulance was on the way, she told me that noBon-bon refused. one in her life had ever cared for her like that. Thankfully, her “I don’t have anyone to watch my dogs. They’re my babies hospitalization lasted only days. When she got out, she cameand they’ll be hungry if I’m not there.” back to the clinic to say hi. She was glowing and brought a small So I said, “What if I feed your dogs? Will you take care of container of lollipops for the team as a thank you. She loves theyourself and go to the ER?” clinic and said that every time she walks through the door, “It’s like Bon-bon said, “Wait, I have groceries in my car. I have to take getting a big hug.”Jenalyn HEALTH COACH & CLINICAL TEAM MANAGER TUCSON “WE HAD A PATIENT CALL US telling us she was sexually assaulted. She didn’t tell her mother, she didn’t tell anyone, but she reached out to us and spoke with her Health Coach. We made arrangements for her to have full rape victim testing, but not only that, her Health Coach asked if she was alone and had someone to go with her for testing. She didn’t, and so her Health Coach went with her to get the testing done to support her in a time of crisis when she was alone.” Vasanth PHYSICIAN HARTFORD Mallory with a patient5 4 empathy
Iora Primary Care Tucson patients Iora Primary Care Tucson patient IORA GLOSSARY“IT WAS THE SUMMER of 2014 and I had just moved from Las Vegas to be Iora’s worry scoreCommunity Engagement Leader in Seattle. There were just six of us at the time, all of usnew, so I wanted to make a good impression and help our team get off the ground on [wuhr-ee] [skohr] n.the right foot. Unfortunately, on just my second day I made the poor decision to stay up a bit too A proprietary rating scale thatlate setting up my new home and ended up sleeping through my alarm. I woke up the represents a patient’s healthnext morning at 8:40am, half an hour after we’d agreed to meet, to a text from my new risk and is calculated based oncolleague Audra asking if I still planned on leading our morning huddle. their issues, vitals, labs, markers I spent the next 45 minutes completely panicked as I threw some clothes on and and claims. The score reflectsdrove over to the coffee shop where we were meeting. The entire time I was kicking the current known state of themyself, imagining the dreaded moment when I would have to face my new team and patient. It supports populationsomehow explain why I was so late and how I’m not usually incompetent or unreliable. I health management and helps usknew I’d broken their trust before I even had an opportunity to earn it. focus our resources on having the When I walked in to meet them, heart pounding, they all had big smiles and asked me highest impact.to join them. I apologized profusely and tried to explain myself, but there wasn’t a hintof the disappointment or resentment I’d anticipated. Instead, my new teammates talked empathy 5 5about how terrible I must feel and started sharing stories of times they’d overslept andhow stressed out they’d been. I wanted to cry I was so relieved and grateful, but I managed to keep calm and wecontinued on with our day as if nothing had happened. It didn’t seem like it was a big dealto them at all, but for me the compassion they showed me that morning brought to lifejust how empathetic, caring, and kind our teams are, regardless of the circumstances.”Josh OPERATIONS ASSOCIATE SEATTLE
OUR STORIES “Why do I work here?5 6 empathy I work here because I know we can do better.” Jessica with a patient “SAY YOU HAVE CANCER. Say you start chemo. Say you pick up a methicillin-resistant golden staph infection in your port. Which doctor do you call? Not the surgeon; your wound is fully healed. Not the oncolo- gist; the chemo is working great. Not the Pain and Palliative Care Team; you already have a whole constellation of opiates. And definitely not your primary care physician; he’s a pulmonary car- diologist and is happy to hear that your asthma is under control. I tried calling the hospitalist, but he wouldn’t return my calls. I could have camped out by my wife’s bedside and waited all day to speak with him, if I didn’t have to go to work, if I didn’t have to pay the bills, if I didn’t have to keep the health insurance coming And in the end, I was left with her ashes; an Explanation of Benefits totalling just over a million dollars; and the same ques- tion that I started with. Who do you call? Who manages your health, coordinates your care, keeps an eye on the big picture? Who helps prepare you for the end of your life, or the loss of your loved one? I didn’t have an answer then, but I do now. Why do I work here? I work here because I know we can do better.” Dave PRODUCT KNOWLEDGE SPECIALIST THE NEST
Harken Health Des Plaines Team dinner “WITH THE HELP of my Health Coach I feel like I am getting to know myself for the very first time.” Patient PHOENIX“WE FIRST MET ALEJANDRA—after she moved here from “MS S. MOVED with her husband from Ecuador in 2001. TheyHonduras—who came to our practice with her husband to came here looking for a better future for their family of fourappointments to help him manage his diabetes. We got to children who stayed in Ecuador. Soon after she arrived, herknow the couple, but Alejandra didn’t have benefits through the husband died leaving Ms. S as the only provider for her family.Carpenter’s Fund. We worked with the Fund to get her benefits She came to us for a routine visit with a blood pressure readingand she enrolled in Iora and started working closely with Health of 160/100. She avoided eye contact throughout the entire visitCoach Brendalys. The couple met with the Behavioral Health when discussing this dangerous finding. It took six more visitsSpecialist who referred her to a lawyer to get residency. Soon talking about what worried her: her elbow and knee pain and herafter joining the practice, her mother and son—who were in fears that one day she would not be able to work because ofHonduras—died suddenly in a motor vehicle accident. She came the pain, her struggle to find a new home after she was asked toin often to meet with Brendalys and started bringing her daughter move, her kids and her disabled sister in Ecuador for whom shewith her who was staying with her from Honduras. Without provides financial support. By the seventh visit we finally gainedmany supporters in the area, Brendalys was able to connect her trust and she agreed to start blood pressure medication. Sheher with two other Spanish-speaking patients who were also is now controlled on two medications and lost 7 pounds since herfeeling isolated. Alejandra asked Brendalys to write her a letter of first visit. She told us “I never believed the other providers but hererecommendation for a scholarship from the local Church for her I know you care, I feel like you are my family.”to go back to school. Brendalys helped her with the applicationand she was awarded the scholarship and started taking classes The care team at Grameen VidaSana QUEENSat the Community College.Heather BEHAVIORAL HEALTH SPECIALIST empathy 5 7 BOSTON
OUR STORIES“Spending time with everyone at AIR felta lot like a family reunion...”“THIS PAST SPRING and summer my family and I moved - second part of the day off. Instead, I ended up spending the daytemporarily - to New Hampshire - right down the street from in the emergency room with my daughter, who was having someour Dartmouth Health Connect (DHC) practice. Never mind how kind of allergic reaction to a new medication. Not exactly the wayawesome it was that Iora supported this temporary relocation, I’d imagined spending the day. I kept hoping to make it into theor how much I learned from being embedded in a practice for office, but I let Robin know I wasn’t sure if it would happen.six months. What I really want to talk about is how warmly I was A little while later, as I’m scrolling through my work email inwelcomed by the DHC team. They adopted me immediately and the ER, I get a video from Laura Duncan. The first few framescompletely - I was folded into huddle, accommodated in my are zoomed in on an amazing looking fruit tart with a “Happyrequests for meeting rooms, workspace, and custom kombucha Birthday Gianna!” banner waving from it, followed by an extremelyflavors, offered babysitting for my daughter, and drafted into the impressive rendition of “Happy Birthday” sung by the entire team.practice’s Spikeball tournament. Robin even hung out with my Getting that video in the middle of the ER pretty much made mydaughter and introduced her to her backyard chickens so that my birthday - and I even made it back in time to enjoy the slice of fruithusband and I could go out for our anniversary. tart the team had saved for me. As a Nest person, I sometimes I think this sort of welcome is typical of all of our teams, but feel like we miss out on the experience of being part of an IoraI’d never gotten to experience it on such a sustained level before. practice, and I’m so grateful that I got to have that experience andMaybe the best example is my birthday, which took place about that the DHC team made it such a good one. Spending time withhalfway through my time at DHC. Robin asked me beforehand everyone at AIR felt a lot like a family reunion - complete with awhat type of dessert I’d like, and I was looking forward to fridge full of Kombucha.”spending the first part of the day in the office and to taking the Gianna SERVICE DESIGN & RESEARCH MANAGER THE NEST5 8 empathy
“BEING ABLE TO do whatever it takes, whether it means takinga patient to her alzheimer’s appointment because she has nofamily/friends in town or just expanding my own knowledge onnutrition to be able to do one-on-one coaching sessions withnot only my patients, but family members, really drives home theculture here at Iora.”Eddie HEALTH COACH PHOENIX“Periodically my back goes out and one day it happened on my Zander speaking at AIRway into work, so by the time I walked into our practice I wasalmost in tears and felt as if I couldn’t even breathe. Rina Garcia,one of our docs, got me ice packs, a pillow for my chair and evenmassaged the knots in my muscles. I became the patient and all Ikept thinking was, ‘WOW! I feel completely comforted and caredabout. THIS is empathy in action.” Natalie HEALTH COACH HARTFORD“ONE OF MY FAVORITE things about working for Iora is that wedeliver individualized patient care. Sometimes it’s our patient’scaregiver that needs support and we happily provide that. Thatmight just be the best way to support our patient.” Jeff, Rick and AlexisLisa HEALTH COACH PHOENIX empathy 5 9
OUR STORIES“She took the time to hear him outbefore being pulled in for his visit.”“THE DAY BEFORE our patient Lawrence came in for his By the end of his visit he made one last stop before leaving.appointment he spoke to our Behavioral Health Specialist, Nina. He shared with the Operations Assistants in the reception areaHe stated his heart was racing and was feeling light headed. His call that he had a great experience and it was nothing like what hewas then triaged by one of our physicians, Rebecca. The following expected before coming in. He was happy with his choice to stay.day he was in for his first time visit. He was greeted by both of As he continued to happily meet with his care team he was toldour Operation Assistants – Melissa and Elizabeth. Taking his time he had high blood pressure and needed to track his numbers. Heto fill out new patient paperwork, he began to question why he was sent home with a borrowed blood pressure machine. With awas there. Hesitant and nervous from his previous experiences in renewed energy he happily walks in from time to time to sharehealth care he was ready to leave before he was seen. Knowing he his BP numbers and how much he enjoys taking walks. He comesneeded to see a doctor for the symptoms he was feeling, but also in early for his appointments to chat with the team and has afeeling really apprehensive about what to expect. He was able relationship with everyone at Turntable Health. From his initial callto share with Melissa and Elizabeth his uneasiness. They spoke with Nina to his last touch point with the Operation Assistantsback and forth for some time about his concerns. After noticing and everyone in between, since his first visit his trust in healthcarehe still wasn’t feeling completely comfortable, Elizabeth pulled has been renewed. At his most recent visit for a BP check, hein a Health Coach, Mayra – to hear his concerns and to ease his shared pictures of his Christmas tree with Sonya. He told her thatnerves. She took the time to hear him out before being pulled in he hadn’t had a Christmas tree in his home in 10 yrs. Sonya askedfor his visit. She was able to make him feel comfortable enough him why he had gone so long without a tree. He stated that he isto give us at least one chance. Shortly after he was greeted by in a better place now because of us, and that’s why he decided tohis own Health Coach Sonya and met with his doctor Rebecca. have a tree this year.” Elizabeth OPERATIONS ASSISTANT LAS VEGAS6 0 empathy
“MY FIRST GREAT EXPERIENCE was two weeks after I started seeing patients. Charles IORA GLOSSARYcame to his first appointment in October 2015. During the appointment I listed all thethings he was in need of, but one of the things that he needed most was a wheelchair to MVPget around. Charles came in with a donated wheelchair which wasn’t in the best condition.This is when I started researching where to find him a wheelchair. Being new to Denver (Minimum ViableI wasn’t really sure of what organizations provided wheelchairs; luckily, our Behavioral Product)Health Specialist, Milissa Barres, told me about a place. It wasn’t an easy process, I hadcalled the organization to get information on how to get my patient a wheelchair, and [min-uh-muh m] [vahy-uh-one of the representatives told me he wasn’t eligible because of where he lived (his zip buhl] [prod-uhkt] n.code). Something told me to call them a second time, and I did. The second time I calledit was a different story, so the next thing is I sent them a referral from the doctor and in An approach our product devel-three weeks my patient had received his wheelchair. I was so happy to see he had his opment team uses to deliver thenew wheelchair. The patient was so happy and this made my day! I also helped him find smallest, quickest thing we cantransportation to and from his home. With his disability it’s hard to get around. This is create that will add value to awhen I realized I can actually go the extra mile to help. Iora’s model helps me be myself, user’s experience. We don’t waitget recognized for my hard work and patients get to believe that the healthcare system until something is perfect; wecan be good by coming to Iora.” create, build, learn and continu- ously improve.Nancy HEALTH COACH DENVERBirthday party at Iora Primary Care in Phoenix empathy 6 1
OUR STORIES“I know it’s not your job, “CULTURE IS MADE up of 1000’s of components and 100’s ofbut I don’t know who decisions each team member makes every day.else to go to for help.” Culture is: recognizing when a team member needs assistance and asking ‘what can I do to help?’ instead of ‘how can I help?’; “EMILIO IS A Spanish-speaking patient that barely registered there are so many examples of this: it’s Nina P. reaching out and for Medicare and was not sure how to complete the process. asking how she can assist in onboarding new Behavioral Health His first visit with me (his Health Coach) and Dr. Vinck was three Specialists and flying across the country to do so; it’s Sirisha B. hours, most of which consisted of phone calls to Social Security asking how she can assist in supporting an onboarding effort to and Medicare to figure out the payment system for the patient add 100+ of Iora’s newest team members, an effort of its scale and how to set up auto-pay. After his initial visit, the patient that has never been done at Iora before; it’s many Nesters lending frequently returned with paperwork in English from Medicare their muscle to help load Nicola, Kathleen and Dani’s cars with and his work insurance for his Health Coach to explain to him. AIR supplies; it’s Jennie N. reaching out with an IM to simply say He frequently stated, “I know it’s not your job, but I don’t know ‘How are you doing? Everything good?’. who else to go to for help. I am very grateful for all that “Helen” Culture is: taking a risk when the outcome is unknown but (Sue Ellen) has helped me with.” having the courage to do so anyway, knowing you have the support behind you. It’s Mike Jeudy, Carolina Pavese, Tyler Hanna, Arthur Aronson moving their lives, and their family’s life around the country to help Iora seed new markets. Culture is: having fun together - at AIR, after work, in the practice, in the Nest, laughing and supporting one another in our everyday lives. Culture is: crying together - taking an important moment to slow down and honor the life of a passed patient and sadly, more recently a passed team member.”Sue Ellen HEALTH COACH Nicola VICE PRESIDENT OF TALENT AND CULTURE PHOENIX THE NEST6 2 empathy
Brian singing Happy Birthday to colleagues IORA GLOSSARY“THE FIRST TIME I MET CLIFF I was immediately taken by his chipper spirit. Despite NPShis very recent bilateral knee replacement and age in to Medicare, he had a certaininbred optimism. I clearly remember my first appointment with him and his wife with his (Net Promoter Score)scarred knees exposed, six-foot-something stature and smiling face. Still on the fenceabout Iora, his nearly 65 year old wife, Mary, decided to leave the exam room in the [net] [pruh-moh-ter] [skohr] n.middle of his first appointment. Afterward it turned out that she was so overjoyed at the A tool we use to gauge patientcare her husband received that she couldn’t wait any longer to sign herself up! When satisfaction and loyalty; cal-Cliff and Mary left that day I had a long task list of referrals and follow-ups and a goal to culated based on the responsemaintain continuity of care in the midst of Cliff’s post-op insurance transition that left to a single question on a 0-10quite a mess in its wake. Cliff’s caseload has been very involved with not only dealing scale: How likely are you towith his insurance transition, but also the pieces that come with supporting someone recommend [Practice Name] to awith a bilateral knee replacement. We are on the phone frequently resolving any issues friend? Iora has averaged an NPSthat arise while exhibiting the Iora mentality--kindness, composure and a serving spirit. of 83% since inception.Cliff once noted how, “everyone at Iora is so nice that you know they aren’t here tostay,” to which a fellow Health Coach replied, “Oh, didn’t you know? Iora is where all of empathy 6 3the nice people want to work.” Iora, for service-centered people like myself, is wherewe can practice our trade best--loving others with empathy, kindness and compassion.In my most recent conversation with Cliff he asked, “are you sick of me yet?” To whichI reply, no Cliff. In fact what may seem like “bending over backwards” to others in thereal world is actually the Iora way. It fills my spirit knowing that the numerous tasks I’vecompleted on behalf of Cliff have only made his life that much easier!”McKenzie HEALTH COACH SEATTLE
OUR STORIES“She told us she wasn’t sure she’d behere if it wasn’t for us.”“I MET MARY during the first session of an eight-week series on that needed answers, but they were hard to ask.menopause that we started in the Brooklyn practice by patient When Mary didn’t return to the group the second week, orrequest. Mary was in her 30’s and my heart sunk when I saw her the third, Tara, the Health Coach co-facilitating, and I debatedsitting in this group of women in their 50’s and 60’s, uncomfortable whether or not to reach out. Ultimately we decided to email andbut determined. I didn’t try to guess what she hoped to get out let her know that we were here to help, in whatever format sheof this class, clearly not with her cohort and by any outsider’s liked. She appreciated our correspondence and immediately tookestimation, she appeared woman in the middle, rather than the us up on our offer by setting up an appointment. We quickly wentend of her fertile years. But, as we quickly learned about Mary, to work gathering her history, getting in touch with her specialistsshe was a vocal advocate for herself; well-taught from years of and reviewing her extensive records. From the rest of the teamneeding to be, and that meant showing up. we learned that she made great use of all the practice had to As we went around in a circle as planned, to discuss what offer; she came to yoga and acupuncture, saw our behavioraleach individual hoped to get out of the upcoming 8 weeks, Mary health specialist and participated in The Artist’s Way and Bodydisclosed her reason for attending the group. Mary had non- Lab. That said, we also learned that Mary occasionally yelled athodgkin’s lymphoma as a child and the total body irradiation that whoever was tending the front desk. She had the air of someonewas used to save her life, also happened to hastily shuffle her into determined to improve themselves, openly and often nakedly,menopause, skipping right over those too-long and yet too-short with steps forward, followed by steps back and on again.years of fertility, as well as supply her with a range of other health Her first and biggest question was, “Can I have kids?” -complications including diabetes, thyroid dysfunction, cataracts followed by a stream of other questions ranging from “What theand more. heck happened during MY version of puberty?” to “Where do skin Overall, Mary managed the tasks of her health maintenance tags come from?” So, we got to work and over the course of therelatively well, guided largely by her participation in a long-term next year, we interacted with Mary on a near-weekly basis bestudy with St. Jude. Mary didn’t, however, have a familiarity or a it in the office, by email or phone and slowly hammered awaycomfort with her body. It had been a traitor in the past and the at her questions, while getting her medical ducks in a row. Wetwo of them hadn’t come to a truce to date. She had questions didn’t always have answers, but we worked to find them and were6 4 empathy
Chris and Joelhonest with her, even when it was hard. In return, she was candidwith us, even when the words seemed to hurt on their way out. We learned that Mary’s favorite yoga pose was “Legs up thewall” and that she had a pretty serious ice cream habit. We learnedshe had significant depression, and sometimes felt suicidal,especially around the holidays, or her birthday. We learned shedreamt of becoming an opera singer and thought having aboyfriend might be cool, but the physical intimacy was scary fora multitude of reasons. We learned that Mary kept herself busywith countless productive, healthy activities outside of the housebecause slowing down sometimes meant feeling things thatdidn’t feel good. I think I can say that Mary’s health improved over the year,though it wasn’t apparent by any one particular test or measure.After much discussion, we started an antidepressant and shestarted ongoing therapy. She became more physically activemore regularly. She started dating. She definitely didn’t eat less icecream and she did still occasionally yell at the person at the frontdesk. I know Mary felt well-cared for. She told us so. She told usshe wasn’t sure she’d be here if it wasn’t for us. We were quite sure she would have been, because she hadproven her strength and resilience ten-fold. But, we were glad tobe with her on that journey and to be on her team.” Casey, Allison and RushikaErica NURSE PRACTITIONER empathy 6 5 ATLANTA
OUR STORIES “TEN MONTHS AGO, I began a new journey with Iora Primary Care. I was introduced to my new healthcare team. In this short amount of time they have had my back by helping me go from being insulin dependent, stabilizing my blood sugars, and losing a substantial amount of weight. Most of all I want to thank Dr. Jay Mathur, Annelise Cook, and Adam Eckes for standing by me through leaving behind a ten year addiction to methadone. Thank you for your continued support and motivation and putting a smile on my face. I love my healthcare team!” Patient SEATTLE Doing whatever it takes, challenging the status quo, breaking rules, facing our fears,couragchallenging comfort zones 6 6 courage
geChris and Kathleen “MY MOST MEMORABLE and valuable experiences while working for Iora for the last almost four years, is also what terrified me the most when beginning my career in healthcare. At Dartmouth Health Connect I had the privilege of being the Health Coach for two separate patients at the end of their lives. Each had cancer, which moved fast and took them earlier than anybody could have planned for. As a Health Coach, sometimes the naivety of complex medical situations can be confusing or overwhelming; but relying on the deep relationships we develop with patients and their families is our ultimate value. The time I got to spend with these patients, and the opportunity to share some of their final days is what I cherish the most, and remember often. I had the opportunity to do home visits, sip tea and talk about fishing, I got to give rides to chemo appointments, and meet with the family to discuss their final wishes. I got to see the love between two people married nearly 50 years, and the family they created. I now work with seniors in Denver, and I’ll surely experience more of this. These experiences are never something I’ll look forward to, but I see their value, and I’m no longer afraid.“ Tyler HEALTH COACH DENVER courage 6 7
OUR STORIES IORA GLOSSARY “Now 8 years later, Theresa is still housed and is still sober. ” Health Coach “THERESA WAS A GUEST staying at the homeless shelter where I previously worked. She was struggling with substance abuse issues and has a criminal record. She entered the [helth] [kohch] n. shelter in hopes to get sober and gain employment. She checked in weekly with me and An accountability partner in our was participating in substance abuse groups. She was able to remain sober and during patients’ care that helps identify this time I assisted her with a housing application. At the shelter she applied to work in health goals, design personal the work rehab program. This work program was created to help individuals with sub- wellness plans, provide support, stance abuse, mental health and CORI (criminal records) issues. Theresa interviewed for keep patients focused, and con- this work program and was hired. After a year of working and remaining sober, Theresa nect patients with appropriate had reached the top of the waiting list for housing. Due to her criminal record, she was resources, as needed. denied housing. I then helped Theresa complete a grievance to request an appeal for the denial. I accompanied her to her interview with housing for her appeal. I was able to6 8 courage advocate for Theresa with the changes she had made during the year, remaining sober, obtaining employment and assisting other women who wanted to become sober from substances and who were on the road of recovery. The initial denial for housing was overturned and Theresa was given housing. Now 8 years later, Theresa is still housed and is still sober. She came to an open house at our Hyde Park practice with her housing development and recognized me. She gave me a huge hug and we talked for a bit. After I left the patient reflected with other team members, and with tears she said “You don’t know what Brendalys did for me. I wouldn’t be here if it weren’t for her.” Brendalys HEALTH COACH BOSTON
“I’M GOING TO get that A1c down because I don’t want to let myself or mycare team down”Patient SEATTLE“ON THE PLANE BACK FROM AIR, Las Vegas and Denver teams Matt were on board the flight when the flight team asked for medical personnel to report to the front of the plane. Without hesitation, Vasanth, Karen, Andrew, Zander, Kathleen (back row)“One Iora” responded. At the front, Dennis, Sumair, Eva, Neil, Lisa, Hannah, Natalie, Jessica, Debbie, Adam (front row)Jordan, Joe, Sarah, and Jeff all worked together to collaborate medical care. They worked efficiently to assess, coordinate, and treat a passenger that was having seizures. Through quick thinking and response, they built a team and had individuals working simultaneously to address the patient, gather history,collect supplies, prep treatment, and administer care. As a result, the teams were able to put in an IV, stabilize with oxygen, and monitor his vitals, even during plane’s descent and landing. Due to their heroic efforts, they were able to prevent the passenger from going into a coma, become alert, and maintain stability. We also gave feedback to the United Air representatives to improve their medical kit by adding a pulse ox and an antiepileptic medication. The most impressive part of this experience was the inter-team dynamic between practice teams that typically don’t work together.”Ivan OPERATIONS ASSISTANT LAS VEGAS courage 6 9
OUR STORIES“We got a video of Dee “IT WAS MY THIRD WEEK at Iora and I had already had a full daywalking around the of new patients. I headed into the reception area to meet myhouse, something she last patient of the day. As I arrived, our Operations Assistant Lizhadn’t been able to do informed me that it had taken 5 people to help the patient inin almost a year.“ from the car, including her 80-year-old mother and brother. I headed over to meet Dee, who was seated in a wheelchair. She Liz and Mari was slumped in the chair, barely able to hold her head up as she smiled acknowledging my greeting. We headed to an exam room, where we attempted to get a standing weight. Dee could barely move her legs and after several attempts with a near full assist, I decided against getting a weight and proceeded with the pleasantries of getting to know a brand new patient. As we reviewed her address, phone, and other information, I struggled to hear Dee as she barely whispered her answers. Her mother or brother invariably jumped in to answer most questions. Dee had recently moved to AZ to live with her 80-year-old mother, who was caring for her completely. Dee wasn’t able to walk and had even been struggling with toileting alone. I gently asked everyone in the room what the goals for the visit were and was suddenly bombarded by all three speaking, although Dee still couldn’t get much in over her mother and brother’s impassioned pleas to help Dee address her “depression.” They explained that her husband had abruptly left her about 18 months ago and she was clearly depressed over this event, but in denial over her mental state. After everyone had said their piece on this matter, Dee suddenly perked up, held her head7 0 courage
up as much as she could, looked straight at me and said, “I am discussed. Dr. Perrin gently explained that he believed she hasNOT depressed” in the clearest, loudest voice she had mustered Lewy Body dementia, a rare form of dementia with Parkinson-likethroughout the 40 minutes we had spent together. features along with visual hallucinations and extreme sensitivity I invited Dr. Perrin in to the visit and did a quick recap of what to medication. He started her on a Parkinson’s drug to help withhad happened, including everyone’s view on depression. I made movement. This disease is progressive and there is no cure, so weit a point to tell him that Dee emphatically felt depression was as the care team knew that Dee’s current living situation likely wasnot her issue. Dr. Perrin listened to everyone, but then pointedly unsafe in the long term. We called on Sukey, our social worker, toasked Dee questions about her mental state. In the end, he told start thinking about how we could help Dee and her 80-year-oldeveryone he agreed with Dee, he didn’t believe depression was mother.the issue either. He wanted to review medical records, as Dee had After some trials and tribulations, including many familybeen to about every specialist around since coming to AZ, and meetings, Dee moved back to IL to live with her daughter fullstop a few medications. We would see her back in a few weeks. time. Initially, Dee refused to believe she wouldn’t be able to liveI took a deep breath and wondered to myself if we could really on her own again, so getting her to agree to live with family thathelp this patient. could support her was a huge undertaking. About a month later, I started on a medical records search that included many we got a video of Dee walking around the house, something shespecialists and even her knee replacement and nursing home hadn’t been able to do in almost a year.stay in IL before moving to AZ. In the meantime, it became clear She is now happily walking, doing laundry, and helping herthat family dynamics were a huge issue for Dee, as I routinely daughter with her in home daycare. If it weren’t for a Health Coachanswered up to 4 calls a day from her daughter in IL and calls tracking down medical records, providing daily family supportfrom her mother, telling me she just couldn’t handle taking care and advocating for the patient in her conviction that her diagnosisof Dee anymore and was going to kick her out soon. was wrong, a physician who had time to truly listen to what the Meanwhile, Dr. Perrin reviewed pages and pages of medical patient was saying, time to review records, and a geriatrician withrecords in preparation for her next visit. We saw Dee again off experience in dementia care, along with a social worker whonearly all medication for about 2 weeks, during which time her could help counsel the family in finding the appropriate settingsymptoms changed very little. What was clear to us was that the for her progressive disease, I believe Dee likely would have slowlyfatigue of caring for Dee continued to strain all family relationships. declined, or worse. I feel so grateful that the Iora model was ableFor this visit, we called in her daughter from IL to hear what was to truly save Dee’s life.“ Sarah CLINICAL TEAM MANAGER PHOENIX courage 7 1
OUR STORIES“This is how wetransform health care.”“WHEN I RAN SENIOR CARE OPTIONS (SCO) at Tufts Health Plan (THP), we had a great care team which deeplycared about patients and always went the extra mile to do whatever it takes to help them be healthier and stay at home. But there was always a giant missing link: the Primary Care Physician. Today I sat in on the first joint care team meeting with Iora and THP. It felt like the dream finally coming true. Collaboration, sharing information about every aspect of the patients’ lives, planning visits together. And it’s not just me—I was texting with Gretchen (SCO care management director) who said “this is how the model was meant to work—love it!” This is how we transform health care.”Alexandra SENIOR DIRECTOR, HEALTH PLAN INTEGRATION & OPERATIONS THE NESTDee, Carah, Sue Ellen,Hillary, Ana, Liz, Pat,Karen and Mari
Eunice, Amish, Sumair, Joel, Ali and Jay Grand Opening in Renton, WA“AT THE AGE OF TWENTY FIVE I was diagnosed with diabetes. I to change my lifestyle to control my diabetes, but by this time thought wow, how will this affect my life, not knowing how will I the disease was affecting me to the point I lost toes, part of my deal with this disorder. I had studied diabetes as a student in high foot and both my legs below the knee. I continued to fight and school and as a health major in college but now it’s me. Now research about controlling this disorder. Then LIGHT came when this was not the end of the surprises. When I broke the news to I purchased Humana Medicare Advantage and changed to the my parents they informed me that my dad was a diabetic and Iora Primary Care Team. From the moment I met the team, I the majority of his family were also affected by diabetes. At first I said “THE SHIP HAS COME IN.” The people are so friendly and I was depressed with the diagnoses and with the secret my parents feel they are truly concerned about understanding me, treating kept from me. But I learned in my athletic experiences, “DON’T me, teaching me and helping me control my diabetes. DuringTELL ME HOW ROCKY THE SEA IS, JUST BRING THE ‘DAMN’ SHIP my short time with Dr. Julie Jernberg, MD and Shawn Mulligan, IN.” So following the advice of my family doctor I started on PILLS RN, Health Coach they have spent long quality time checking and with the advice of NO SUGAR. Well the pills were effective and rechecking my progress as I move through their carefully for a while but my symptoms gradually got worse. My health care designed plan to help me care for my diabetes. As a result, during doctor started me on insulin (pork and beef). This was not good. this short period of time with the team, my numbers and the wayAt every injection, PAIN. When asked “why,” the doctor gave the I feel are great. My name is Eric Flash Watson and I have been answer “you have to get used to insulin.” Oh ok? My next doctor given the LIGHT.” started me on the new insulin and talked to me about how I have Eric PATIENT courage 7 3 TUCSON
OUR STORIES “WHEN I FIRST STARTED working at Iora, I had a very difficult patient. A lot of the time, I was totally unsure about how to help him. However, my entire team was behind me in every single visit/ phone call/patient interaction. It was such a comforting feeling knowing I did not have to handle everything on my own, I had my Iora family behind me.” Hillary HEALTH COACH PHOENIX Iora Primary Care Seattle Team “WE HAVE A PATIENT here in Glendale that came to us as a reassignment. As we got to know him better in his first visit, we learned that he grew up as a ward of the state, in and out of foster care. He is without family or many friends and as a result is very independent in his day to day life. At the end of our visit, he turned to me and said that he feels like he suddenly has a support network and that when you have support you feel like you can move mountains.” Victoria HEALTH COACH DENVER Turntable Health Team7 4 courage
“When she was asked what she thinks ofTurntable Health, the word that comesto mind is ‘lifesaver.’”“WE STARTED SEEING OUR PATIENT, Frankie, when the led by a Health Coach at our sister practice, Culinary Extra Clinic. practice opened in December 2013. Her son and daughter-in- And she enjoyed swimming so much, she started to attend on law purchased a membership to our practice for her as a gift. For her own several times a week. She found that the water class her initial visit, she came in for a refill of Percocet because of was easier on her joints, yet it provided adequate resistance and severe, debilitating back pain. She left without the prescription, was a lot of fun. Frankie has met countless people from that but got so much more. She started to come to the weekly class, water fitness class which helps to open her world just a little bit‘Walk with a Doc’ and began walking for 30 minutes with Dr Neil. more than it had before. When she was asked what she thinks of Every Friday morning, Frankie would stroll in with her walker to Turntable Health, the word that comes to mind is ‘lifesaver.’ She make an effort to start to heal. When her provider suggested is grateful that she is able to get her medications easily and she yoga, she started to come to the weekly yoga classes. Sometimes also feels she has the availability of her care team 24-7. She has she was in such pain, it would take several minutes for her to no complaints about her provider either because she thinks Dr be able to get up from a lying position, but she never gave up. Neil is awesome! Many other patients would be hurt, frustrated, She has a fun and feisty attitude and took pride in the work she angry and/or disheartened if their provider refused to give them used to do before back pain hijacked her life. She would often Percocet. However, that denial helped motivate Frankie to get talk about caring for her grandchildren and gardening, important moving. Literally. She hasn’t stopped! So what started as a gift aspects of the life she led prior to the pain. In addition to the membership to Turntable Health has turned into a unique and weekly yoga sessions and the weekly walks through downtown priceless relationship with an amazing lady and her team. She has Las Vegas with her trusted provider, Frankie began walking 2-3 even been able to return to gardening which is not only fun, but more times a week on her own. She even purchased a treadmill a necessity for her family as she’s able to grow a lot of the food so that she could stay focused on walking regularly. In addition her family needs which helps them out financially. Frankie is truly to all of that activity, she started attending the water fitness class an inspiration!” Chidimma HEALTH COACH LAS VEGAS courage 7 5
OUR STORIES“IORA PRIMARY CARE PHOENIX had recently launched. Still a Brendalys with a patient very small practice, we had been working hard to get folks together for an open house and party where our current patients could bring friends and introduce them to the practice. We realized the day before that we didn’t have much in terms of entertainment for the festivities the next morning. After a quick moment of panic, we realized we had the perfect form of entertainment – a patient and now friend of ours. Hector, whom few know has saved five people from drowning in his life is also a skilled magician and guitarist. I called Hector on the phone. The conversation: Me: Hector, we’re having a party tomorrow and we really need you to perform magic tricks Hector: What time? Me: 11am Hector: Which practice? Me: Peoria Hector: Ok, bye And Hector hangs up.The team wondering if our plan was solidified asked if Hector wascoming. I cautiously said: sure. The next morning Hector shows up Guitar and briefcase in hand. He sings for the group and puts on an impressive magic show for our patients, their friends and the team. Hector saved the day once again and everyone in attendance left smiling and happy.”Patrick PHYSICIAN PHOENIX7 6 courage
“ON HER WAY TO WORK at our Des Plaines location, Mary IORA GLOSSARY Vondrasek saw a serious car accident on the freeway and stopped to help. As she was assisting a driver whose car was rear-ended by chirp a truck, she noticed someone behind her who was also there to help - it was her team member, Operations Assistant/Phlebotomist [churp] n. Lorena Farr! Even more backup came when Health Coach and Iora Health’s secure, collab- EMT Dhara Lynch, who was driving by in her car, also stopped orative care platform (our to help. All three made it to Huddle ON TIME. #iorasuperheroes” patient facing electronic med- ical record) and online app; Pete CLINICAL DEVELOPMENT ANALYST it guides how we take care of THE NEST patients, track our patients’ health, document our care, and“UP UNTIL I FOUND IORA, my career path had been an interesting one. I went keeps each care team organized. from a start-up (that ended in the CEO facing jail time), to a billion dollar company, back to a start-up. I was looking for a job that felt like home; somewhere I could courage 7 7 learn, be challenged, grow and stay for awhile. I’ve always worked in Marketing & Communications, but unfailingly living with some skepticism if what I was marketing was truly the service that was being delivered. That finally changed when I joined Iora.A few days in and I could feel the difference—in the people, the culture. Eight days in and I got to visit the Dartmouth Health Connect practice and see it for myself while shadowing three patient visits. It was real. What I had the opportunity to market was real; the longer appointments, the empathetic teams, the patient-centered care. Nine months and several practice visits later, that all still stands true today. What an amazing feeling. And even better, what we are marketing is changing people’s lives.“Jess MARKETING MANAGER THE NEST
OUR STORIES“I have a new appreciation for trust, love,courage, humility, empathy, creativity andpassion in healthcare.’”“IN 2011, my husband had a heart attack in my ER. I felt the need door to doc in 10 minutes, door to door in less than 90 minutes to be off and take care of him, help with our ice cream shop in and have a less than 1% left without being seen rate? Could I business that he ran and cope with the mortality of life. As it turns do this and be a good nurse and care for people how I wanted to? out, if you work for someone else you are at their mercy when Caring for people had taken a turn towards something I didn’t like, it comes to life altering events. The hospital informed me that I fast, non-personal care. I recalled the eye rolling from my ER staff was not allowed to work at another ‘job’ while on FMLA. The fact when I asked if anyone started follow up phone calls each.day. was I was not a paid employee but an owner and “who were they Why would anyone think that making a follow up call to someone to tell me what I could do when I was not there?!” I was angry after an ER visit was the wrong way to take care of people? ...I had and resentful and did what I was told. My husband and I made flashbacks of trying to explain that it was the best thing...people a 3 year plan to leave. I left that job a few weeks before my 2 don’t remember what we told them in the ER, did they get their youngest children graduated high school after working for them medicine filled? Did they make a follow up appointment? Are for 20 years. As the summer wore on, we decided to close up the they feeling better? Why is this such a task? They did it, but they brick and mortar shop that we loved so dearly and I would get hated it. back to my roots and look for a travel nurse job. The first day of the conference there was a keynote speaker As it turns out, you are your own agent in travel nursing and I who I hadn’t heard of, he was a physician that was burnt out knew nothing about it. I signed up for a conference in Las Vegas, on healthcare and had some fun videos on the internet! Little excited to learn and travel as an ER nurse! We shut down our did I know that this guy knew my story. He talked about never shop, sent the kids off to college, drove to Indiana to pick up a having enough time to take care of patients, he told stories about vintage 1960 Frolic camper so we could take a road trip across patients frustrated because they didn’t feel listened to. He spoke the U.S. to the conference. What transitions in my life! of a Primary Care Practice in Las Vegas that actually takes the I became very aware at that moment that my life was forever time to listen to patients and really help them...wait, how simplechanged. How could I be a nurse again? How could I work in a was this? Listening to patients and helping them find their way to hospital that would want us to see 2.5-3 patients per hour, with a healthier life? How could something so simple have turned into7 8 courage
such a complex, crazy mess? Eddy Later that week I emailed Dr. Damania’s office to tell him Iwas in the same boat, I had ER and management experience but Hannah, Josh, Chris, Louie, Suzanne and Karinadidn’t know how to rap or make videos but was willing if they had courage 7 9any openings. Low and behold, he emailed me back and told methat they worked with a company in Boston called Iora Healthand he would send my email and resume to them because theywere looking for people like me. I found that Iora had values that I forgot that I also wanted. Itreminded me that people genuinely can care about other people.It rebuilt my trust when I thought that healthcare had gone off thedeep end. As I have approached my one year at Iora, I have a newappreciation for trust, courage, humility, empathy, creativityand passion in healthcare. I have witnessed our teams worktogether to rebuild that trust in medicine. I have worked side byside with people who would volunteer to call someone the nextday to assure they were taking care of themselves and filled theirprescription and if they hadn’t, would help them figure out a planto get it. I know it will be a long road to gain trust back fromthe American public but I feel this company will do the best theyknow how and continue hiring people who are just as passionateand committed, and together, we will change the world.”Kathleen CLINICAL TEAM MANAGER HARTFORD
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FIVE YEARS INTO OUR JOURNEY at Iora Health, we all are excited about the prog-ress we have made and humbled by just how difficult it is to build an organizationdesigned to change the status quo of one of the biggest industries in the world. At thesame time, we’re all energized by the impact we are having in our patients’ and teammembers’ lives. In fact, we’re beginning to see how turning the Iora care model intoan effective system — powered by people, technology and innovative tools — allowsus to do what we do best all over the country. In 2012, we selected our company values by identifying the things that weremost important about what we did on our very best days. We set our sights high andagreed that these values would be difficult to achieve. We challenged ourselves tolive by those values actively — using them to guide our decisions about people, aboutgrowth, about strategy and about every day challenges. This book celebrates the best of what we do in the words of our team membersand patients. It reminds us of the power of our human connection, and the remark-able relationships forged through teamwork and through serving others in their mostvulnerable moments. It offers a fresh lens on what it means to create value by puttingpatients at the center. Our hope is that by sharing these wonderful stories, and bringing our values to lifehere on these pages you have a glimpse into our culture and our purpose. Perhaps byspending time with this book, you will also have gained insight into what motivates us,what we’re striving for and what’s unique at Iora. We have invested in building a resilientand relationship-based culture because that’s what enables us to achieve our mission. We are here. We are restoring humanity to healthcare. Because it matters to eachand every one of us.Zander PackardCHIEF OPERATING OFFICER AT IORA HEALTHJUNE 2016 83
OUR STATSIora by the numbers(as of April 2016)NUMBER OF NUMBER OFPRACTICES STATES WE’RE IN 29 10NUMBER OF LANGUAGES WE NUMBER OF NUMBER OFSERVE AT OUR PRACTICES PATIENTS PATIENT VISITS 15 43,087 134,19484
NUMBER OF % GROWTH OF TOTAL NUMBER OF CHIRP TASKSCANDIDATE APPLICATIONS NUMBER OF IORA TEAM COMPLETED MEMBERSIN 2015 3 5, 4 3 4 328,664 255.97% NUMBER OFNUMBER OF LINES OF CODE WRITTENEMPLOYEES <h1>499,440</h1> 355 NUMBER OF COMMITS (GROUPED CHANGES TO THE CODEBASE) 24,363NUMBER OF NUMBER OF PATIENT FEEDBACK NPS AVERAGE SOCIAL MEDIA FOLLOWERSBABIES BORN SURVEYS TAKENTO IORANS 83% 14,302 10,09637 85
OUR REACH SEATTLE, WA (3 Locations) DENVER, CO CHICAGO, IL (3 Locations) (4 Locations) LAS VEGAS, NV ATLANTA, GA (2 Locations) (6 Locations) PHOENIX, AZ (3 Locations) TUCSON, AZ (2 Locations)86
WASHINGTON, COLORADO, CONNECTICUT ARIZONA, & MASSACHUSETTS Hartford HANOVER, NH HealthCare (1 Location) Health Center BOSTON, MA (3 Locations) Primary Care by Iora HealthHARTFORD, CT GEORGIA, ILLINOIS, & COMING NEVADA(1 Location) TO SO. FLORIDA IN 2017 QUEENS, NY 333c (1 Location) NEW YORK NEVADA NEW HAMPSHIRE 87
101 Tremont Street, 6th Floor areBoston, MA 02108 our com617.454.IORA (4672) [email protected] wal areIORAHEALTH.COM are car hug to h sys hea we we nei rela are to r spo are we we nei
e here for each other we are here to restore humanity to health care w r sponsors we are here to offer a different kind of health system we are mmunity we are here to listen we are here to transform health care ild relationships we are here for you we are here to help we are here lk we are here to do whatever it takes we are here to deliver high-impae here for our partners we are here for our neighbors we are here for oe here on a mission we are here to teach we are here to provide relatiore we are here to improve lives we are here for our patients we are h ge problem in health care we are here for each other we are here to re health care we are here for our sponsors we are here to offer a differenstem we are here for our community we are here to listen we are health care we are here to build relationships we are here for you we ae are here walking the walk we are here to teach we are here to do whae are here to deliver high-impact results we are here for our partners wighbors we are here for our teams we are here on a mission we areationship-based care we are here to improve lives we are here for oure here to tackle a huge problem in health care we are here for each other restore humanity to health care we are here for our community we areonsors we are here to offer a different kind of health system we are here here to transform health care we are here to build relationships we are are here to help we are here walking the walk we are here to do whate are here to deliver high-impact results we are here for our partners wighbors we are here for our teams we are here on a missionhum weility 89 are
OUR STORIES we are here for our patients we are here to tackle a huge problem in health care we are here for each other we are here to offer a different kind of health system we are here for our sponsors we are here to restore humanity to health care9 0 humility
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