Optum's Evaluation Model

A high performing health care organization will use evaluation models to strive to transform health care services (Optum website, 2017). These organizations also have quality improvement systems with a culture supportive of learning, a leadership ability to balance a wide range of issues, and a fiscal health investing in staff programs and technology (Forman, 2010). Improving the safety and quality of care for Optum’s members requires an assessment of the impact a change in contacting members at a time a member prefers while measuring closed gaps in care.
A challenge in assessing when members prefer a telephonic phone call requires knowing what to measure, how to measure it, and understanding the results. One tool that can be used to determine