UBHS AMC Focus Group Report COMPANY CONFIDENTIAL DOI 6_9_2020 v1

UBHS Internal Focus Group Report AccessMeCare™ - Human Connection without Exception

OVERVIEW Purpose The partnership between Universal Behavioral Health Solutions (UBHS), Inc. and Heudia Health, LLC is directed towards launching AccessMeCare™ into one county within the State of Georgia to achieve the intended benefits outlined herein. The overarching goal of this partnership is to develop a community-based care network to improve access to Behavioral Health Services and address the Social Determinants of Care. In so doing, Heudia will also seek to attract other paying partners that may complement but not compete directly with UBHS. Once successfully implemented within this initial target community UBHS and Heudia will work collaboratively to expand the geographic footprint throughout Georgia and other key states important to both partners. Universal Behavioral Health Solutions (UBHS), Inc. United Behavioral Health Solutions (UBHS) Inc. delivers cost effective, high quality telepsychiatry and psychotherapy services to help people with emotional/behavioral problems. UBHS specializes in providing quick and convenient access to a broader community where provider access to services is limited. Their highly trained staff includes psychiatrists, psychologists, and counselors have experience providing care in corrections, nursing homes, private practices, community service boards, crisis stabilization units, schools, and inpatient hospitals. Their physicians and clinicians are board certified, licensed and carefully screened and fully trained to work across a technology platform that is highly secured, internet based, and HIPAA compliant. UBHS strives to provide sustainable solutions to healthcare with a firm commitment to excellence, integrity and innovation while making a lasting difference in the lives of patients and their communities. Key Service Indicators – • UBHS provides approximately 2,500 client visits per month mostly through Telehealth. • Seeks to grow that line of business to 7,500 client visits per month over the next several years. • They are an early and well-practiced adopter of technology using Azalea Health’s EHR (https://www.azaleahealth.com/)Intended Benefits 1|P a g e

PURPOSE 2|P a g e

SUMMARY Theme: Improving Access to Behavioral Health Care: Helping vulnerable individuals live a better, healthier life by improving interorganizational collaboration within the community setting. Introduction: During this event, participants were asked to join us in a three-part exercise to explore a series of challenges related to the relationship between telehealth and COMPLEMENTARY community-based care. This included a: 10-step guided demonstration of AccessMeCare. Topical discussion based on a series of leading questions to explore issues of: ✓ Patient Needs ✓ Barriers to Care and Care Gaps ✓ Upstream & Downstream Services ✓ Workflow integration ✓ Key Players ✓ What Success Looks Like Virtual card sort exercise to determine user preferences relating to Landing Page U/I, Feature Set, and Data. Target Audience Group 1 - Predominately Telehealth Based Clinicians & Administrative Staff. Group 2 - Predominately Clinic/School Based Care Providers & Administrative Staff. 3|P a g e

SUMMARY Participants UBHS focus group 1 participants included - • Walona Thomas, Administrator for Telehealth Programs • Jeanine Frazier, Nurse Practitioner Telehealth and Nursing Home Services • Katie Martin, Physician's Assistant, Clinic and Telehealth Services • Aaron Greggs-Edwards-Administrative Staff UBHS focus group 2 participants include: • Diane Midolo- Administrator for Nursing Home and Senior Programs • Elizabeth Edmunds- Nurse Practitioner Telehealth and Senior Programs • Van Davis- Nurse Practitioner Senior Programs • Mary Vessel-Nurse Practitioner Clinic Based Services • Ericka Thomas-Telehealth Coordinator Others Pending • Dr. Brian Barczak, Child and Adolescent Services Medical Director • Haley Kemp-Nurse Practitioner Telehealth Services 4|P a g e

SLIDE 1 DESIGN VISION 5|P a g e

SLIDE 1 DESIGN VISION Response – Average Very Likely Somewhat Not Likely Score Likely Likely If this design vision were achieved how likely would you be to use it? 3 0 1.25 4 38% 1 0% 50% 12% Responses were scored as noted: Very Likely 2 points, Likely 1 Point, Somewhat Likely -1 Point, Not Likely -2 Points. Please select the types of interactive content you most would Screening Tools Total Points % of People want PATIENTS to have access to. Resource Recommendation 8 100% Responses were scored by giving 1 point to each response. Resource Referral 6 75% Educational Content 6 75% Health Related Infographics 5 63% Program Description 4 50% 4 50% Video 4 50% Event Description 3 38% Organization Description 3 38% Reward Program 3 38% 2 25% News Article 2 25% Podcast 2 25% 2 25% User Survey User Training 6|P a g e

SLIDE 2 LANDING PAGE/IMPLEMENTATION STRATEGY Response - Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with the implementation strategy? 5 0 1.38 3 62% 0% 0 How satisfied are you with the layout of the landing page? 38% 0 0% 1.38 5 0% 0 3 62% 0% 38% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. 7|P a g e

SLIDE 3 ORGANIZATION ONBOARDING Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with the messaging of the Onboarding App? 6 0 1.25 2 75% 0% 0 How satisfied are you with the layout of the Onboarding App? 25% 0 0% 1.38 5 0% 0 3 62% 0% 38% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. 8|P a g e

SLIDE 4 USER REGISTRATION 9|P a g e

SLIDE 4 USER REGISTRATION Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with the registration method? 3 0 1.38 4 43% 0% 0 57% 0% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. One participant had a scheduling issue that prevented them from completing the questionnaire. Total Points What specific role or roles do you see yourself fitting into? Professional - Navigating Clients 5 Clinician - Referring to Wrap Around Services 3 Note – Some participants self-identified with multiple roles. Administrator - Adding Organization/Program Content 2 1 Individual User for Self-Directed Care 10 | P a g e

SLIDE 5 INDIVIDUAL USE CASE FOR SELF-DIRECTED CARE Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with the self-directed use case serving individuals? 4 0 1.50 4 50% 0% 0 How satisfied are you with the layout of the inner page design? 50% 0 0% 1.38 5 0% 0 3 62% 0% 38% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. 11 | P a g e

SLIDE 6 USE CASE – FINDING SERVICES How satisfied are you with this organizational structure of resources? Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied 4 0 1.50 4 50% 0% 0 50% 0% How satisfied are you with these search features? 4 3 Overall 1.50 3 40 0 2 40 0 Checkbox 1.25 2 40 0 50 0 Keyword 1.25 50 0 *Voice Search 1.13 *Chatbot 1.13 *Voice Search and Chatbot were not adequately demonstrated due to time constraints. 12 | P a g e

SLIDE 7 CLINICAL WORKFLOW 1: RESOURCE RECOMMENDATIONS 13 | P a g e

SLIDE 7 CLINICAL WORKFLOW 1: RESOURCE RECOMMENDATIONS Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with the proposed workflow? 5 0 1.38 3 62% 0% 0 38% 0% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. Response – Average Very Likely Somewhat Not Likely Score Likely Likely How likely would you be to use this capability? 3 0 1.25 4 38% 1 0% 50% 12% Responses were scored as noted: Very Likely 2 points, Likely 1 Point, Somewhat Likely -1 Point, Not Likely -2 Points. 14 | P a g e

SLIDE 8 CLINICAL WORKFLOW 2: RESOURCE REFERRALS 15 | P a g e

SLIDE 8 CLINICAL WORKFLOW 2: RESOURCE REFERRALS Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with this workflow relating to REFERRALS? 5 0 1.38 3 62% 0% 0 38% 0% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. How likely would you be to use this capability? Average Very Likely Somewhat Not Likely Score Likely Likely 4 0 1.13 3 50% 1 0% 38% 12% Responses were scored as noted: Very Likely 2 points, Likely 1 Point, Somewhat Likely -1 Point, Not Likely -2 Points. Would you be more likely to use this capability IF REFERRALS TO OTHER PARTICIPATING YES NO HEALTH CARE PROVIDERS INCLUDED PROTECTED HEALTH INFORMATION? Would you be more likely to use this capability IF THE REFERRAL FUNCTION WAS 71 INTEGRATED WITH YOUR EMR? 71 16 | P a g e

SLIDE 9 CLINICAL WORKFLOW 3: UNIFORM INTAKE PROCESS SLIDE Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with this the proposed workflow? 5 0 1.38 3 62% 0% 0 How satisfied are you that this would increase inbound referrals to UBHS? 38% 0 0% 1.38 5 0% 0 3 62% 0% 38% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. 17 | P a g e

10 CLINICAL WORKFLOW 4: UNIFORM SCHEDULING PROCESS Person Completes Uniform Intake Process Receive Unique UBHS Automatic Scheduling Code Scheduling Guidelines Scheduling Compares Client Client Status Wizard Information to Client Status UBHS Scheduling System Authorized 3rd Party Scheduler Scheduling Activity Reported to UBHS Staff through Email, Text, and/or In-System Notification Response – Average Very Satisfied Dissatisfied Very Score Satisfied Dissatisfied How satisfied are you with this the proposed workflow? 4 0 1.00 3 50% 0% 1 How satisfied are you that this would simplify scheduling for UBHS? 38% 0 13% 1.00 4 0% 3 50% 1 38% 13% Responses were scored as noted: Very Satisfied 2 points Satisfied 1 Point, Dissatisfied -1 Point, Very Dissatisfied -2 Points. 18 | P a g e

QUICK ACCESS BUTTONS 19 | P a g e

QUICK ACCESS BUTTONS Response – Total Points % of People There are 5 QUICK ACCESS buttons on the Health Insurance 5 63% Landing Page – Select 5 items from the list Primary-Care Providers 5 63% below the you believe would be most 5 63% useful. Referral System 4 50% Health, Social, Education, & Personal Financial Services 4 50% Responses were scored by giving 1 point to each response. 4 50% Mental Health Providers 3 38% Patient Portal 3 38% 2 25% Intellectual and Developmental Disabilities Services 2 25% Telehealth Resource Network 1 13% Crisis Assistance Services 1 13% Ride-Finder 1 13% CHIP/Medicaid Enrollment 0 0% Parent Education 0 0% Public Health Alert (COVID-19) 0 0% Childcare 0 0% 0 0% Educational Enrichment Programs Jobs/Employment Non-Emergent Medical Transportation Providers WIC/Food Programs 20 | P a g e

FUNCTIONS & FEATURES 21 | P a g e

FUNCTIONS & FEATURES Response – Total Points % of People Please select 8 functions and features Community-Based Care Coordination Services 4 50% from the list below that you believe Resource Referral System 4 50% would be most useful to YOURSELF. 4 50% Telehealth Resource Directory 4 50% Responses were scored by giving 1 point to each response. Uniform Intake Process 4 50% User Profile 3 38% 3 38% Personal Resource Assessments & Screening Tools 2 25% Personal Resource Directory 2 25% Community Calendar 2 25% Educational Video Library 2 25% EMR Integration 2 25% Personal Health Record 2 25% Population Health Dashboard 2 25% 1 13% Social Networking/Social Media Tools 1 13% Uniform Scheduling Process 1 13% Care Tracker 1 13% 1 13% Community News, Programs, & Upcoming Events 1 13% DFACs medication approval connections 1 13% Job Board 0 0% Resource Recommender System 0 0% User Surveys 0 0% Voice-Enabled Search Capability 0 0% 0 0% Ecosystem Analytics (System Activity Levels) HIE Dashboard 22 | P a g e Participation Incentives Web-Conferencing Workforce Training Tools

ACCESS TO DATA 23 | P a g e

ACCESS TO DATA Response – Total Points % of People Please select 3 types of data from the Patient Health Data 6 75% list below that you believe would be Patient Resource Referral Data 6 75% most useful. Provider Program, Staff, and Event Data 5 63% 1 13% Patient Care Experience Data 1 13% 0 0% Population-Based Behavioral & Social Needs Data 0 0% Community-Level Health Data Patient Social Needs Data It is interesting that they are looking to AccessMeCare for patient health data when you would think this need would be met by their EMR. 24 | P a g e

ACCESS TO DATA Sharing a Common Mission to Improve Access to Mental Health Care