Proven Results for Better Outcomes with a Pioneering Method
TenderHeart Health Outcomes began as a typical DME provider in 2004 — under the name Longhorn Health Solutions — but since then we’ve developed into a national leader in providing services specializing in incontinence management through value-based arrangements. Our approach, as opposed to a fee-for-service model, more closely aligns with the goals for state medicaid programs and Managed Care Organizations (MCOs). Instead of trying to maximize reimbursement through more product use, our goals are to improve patient care and health while reducing the healthcare spending appropriate to the patients being served.
Beginning in 2016, we worked to develop an outcome-based approach for providing incontinence services to the Texas Medicaid population. Since then, our approach has been validated by patient satisfaction, quality outcomes and reduced utilization. Our reach continues to increase:
Today TenderHeart is a preferred partner with four national MCOs
We manage the incontinence needs for 1.2 million individuals
We service more than 35,000 Texas incontinence members monthly
World-Class Customer Loyalty and Patient Satisfaction
Net Promoter Score is a metric used to measure the loyalty of customers to a company and a key figure in customer experience programs. Based on a single-question survey and reported with a number in the range of -100 to +100, NPS is the gold standard in determining how a company is regarded with those it serves. The higher the score, the better.
*survey was completed with a confidence interval of 95%
TenderHeart engaged the National Business Research Institute (NBRI) to perform an NPS survey. This ongoing NPS survey given to Tenderheart by its customers which includes all servicing MCOs was 85.* This Best-in-Class score places Tenderheart higher than many well known and customer beloved brands.
It shows that TenderHeart’s commitment to quality, value, and patient-centered care carries weight (resonates) with those we serve. The consistently positive engagement and satisfaction with our service demonstrates that we have EARNED the trust of the patients we serve and that the product quality we offer supports successful management of their incontinence.
The patient loyalty also shows in retention. For example, of the patients served under TenderHeart’s value-based program per month, less than 0.001% on average stop service due to product or service related issues.