FAQs

  • Who is Narus Health?

    Narus Health is a company built on the notion that healthcare is too complicated, especially for those dealing with multiple medical conditions. The members of Narus Health’s founding team brought their own experiences from personally watching loved ones try to make sense of their health situation. Collectively, we shared many of the same frustrations, while also having unique individual challenges. We set out to create a supportive solution that, when done well, results in the patient, caregivers, providers, hospital systems, and payers all benefiting from our involvement. Our solution is Narus Health.

    We are passionate about helping our patients. We want to build trust with them, their family, and their providers. We take their situation quite seriously and consider it a privilege to be a part of their journey.

    Our goal is a simple one. We want to lighten the stress in whatever way we can so that others can focus their time and energy on the things that matter the most to them.

  • What exactly does Narus Health do?

    Good question. The simple answer is “we partner with the patient to help improve their medical journey”. OK. We admit that sounds vague. But, it’s supposed to. Here’s why:

    Every patient, family, loved one, etc., experiences a medical journey differently. Usually, they all have similar questions like wanting to better understand a diagnosis, procedure, or medication. But each person is also highly unique. Some people don’t have access to specialists. Some don’t have reliable transportation to get to their doctor. Some don’t understand their medical expenses. And some don’t even know they have certain benefits they could be using. These things are just a sample of what Narus Health helps you figure out.

  • So, does Narus Health treat my conditions?

    Well, not exactly. We treat ‘you’. We assume you have great providers (and if you don’t, we will help find you some). It is not our place to get in the way of you and your doctor. Usually, our patients already feel like there are too many cooks in the kitchen. Our job is to find out from you the things you need help doing, such as keeping medical appointments straight, communicating back and forth with any (or all) of your doctors, helping make sure you have the things your providers order for you, such as equipment and medication.

    Don’t get us wrong. We want to know how you physically (and emotionally) feel. In fact, we will track your symptoms and report them to your doctor for you ahead of your clinic visit. And if your doctor wants our help to get a message back to you, we do it. More importantly, if we know you have symptoms that are getting worse, we work with you to relay that to your doctor ASAP, helping to address problems before they get out of hand.

  • What if I think I’m having a medical emergency?

    One of our many sayings here at Narus Health is “the right care at the right time”. You should ALWAYS handle emergencies the way you normally would. Delaying emergency care should never happen. So, if at any time, you feel the need to go to the Emergency Department, or straight to your doctor, you should.

  • Do you have a list of the services you offer?

    Sure thing. Just remember, this isn’t a complete list. Everyone is unique and has needs beyond these. If you need help with a service we don’t offer, let us know and we'll do our best to connect you with someone who does.

    • Develop an individual care plan for you, the patient
    • Provide understanding of your specific condition, symptom, or treatments
    • Provide real-time sharing of your care plan with your chosen caregivers*
    • Track and report symptoms to any of your providers*
    • Organize and schedule doctor appointments
    • Provide your doctors with updated reports on how you’ve been doing since they last saw you
    • Confirm proper follow up when your provider orders things for you, such as equipment or home health services
    • Help you arrange transportation, meals, etc. from available community resources
    • Keep an active, self-reported medication list, including tracking doses*
    • Provide vetted patient education from reliable sources, specific to your condition or symptoms*
    • Provide a platform for secure text conversation between you, your Narus Health team, and your caregivers*
    • Collect your important medical documents, and provide them for immediate review and distribution at any moment, including distributing them on your behalf*
    • Help explain your medical benefits as provided to you by your insurance company or employer

    *Features available with our complementary mPower mobile app

  • All of this sounds really helpful. So, who pays for Narus Health?

    Well, that depends. This is where some companies add the fine print. We won’t. But the answer to this question isn’t always straight-forward.

    Ideally, we partner with the people providing your health coverage. For some, that is the insurance company. For others, it is their employer. And there are some people who don’t have health coverage at all (that is, they pay things directly). If you call us, we will absolutely confirm if you can use our services and have them covered through your health benefits. But, honestly, it isn’t up to us.

    As time goes on, we will continue to forge partnerships with these payers. That is our long-term goal. But, many of our patients need help now. They don’t have time to wait for the health system to add these benefits. That’s why Narus Health created a ‘Direct to you’ product.

    Any person, regardless of their medical condition, can choose to enroll with Narus Health. If our services are not included in your benefits, we will talk with you about our monthly membership.

  • How do you bill for your services?

    We find that most people budget things on a monthly basis, so that is how we’ve set up our billing. If you participate in our ‘Direct-to-You’ program, we will work directly with you on invoicing.

  • So, let’s say I sign up for the ‘Direct-to-You’ service and later decide I don’t want it… Now what?

    If there is one concept we preach here at Narus Health, its autonomy. You, the patient, call the shots. So, if circumstances arise and you no longer want to be enrolled in our program, you simply stop. We don’t charge fees or minimum enrollment times. That isn’t our style. We only want to partner with you when you want us there. And if you need our help in handing off parts of your care to others, we will. And if you miss us, we will always welcome you back with open arms.

  • My doctor told me about Narus Health. Do they need to refer me?

    First, thank your doctor for us. We try really hard to make their life easier too. Second, no you don’t need a referral.

    If we enroll you, we will talk to all of your providers and explain our involvement in your care. This is important to us (and you) for a lot of reasons. Don’t forget, we are all about improving communication. For example, as we work with you, we will be sending regular reports to your doctors (you will see them too, in real time, if you’re using your MPOWER app). So, we need to know how often your doctor wants to hear from us. Also, we’re always available to help your doctors if there’s something we can do for them.

  • Do I have to qualify for Narus Health? Or is this something you offer to everyone?

    This is another one of those not-so-straight-forward answers. Here’s why: If Narus Health is being provided as a health benefit from your insurance or employer, there is often a set of “qualifying criteria” you need to meet in order to have our services covered. However, that may not always be the case. We will help you figure it out. Otherwise, we offer our service to anyone wanting it, regardless of your medical condition. Even if your insurance carries the benefit and you don’t meet the “qualification”, we can work with you to enroll in our “Direct-to-You” program.

  • Why does Narus Health offer services regardless of the patient’s condition?

    We believe need doesn’t simply correlate to diagnosis. There’s no question certain diagnoses can result in similar needs among people, but that alone isn’t enough to determine overall need. Our goal is to help people who want our help. And that is a very subjective thing. That is why we offer our service to anyone who believes they would benefit from it, regardless of their underlying condition or functional status.

  • I’ve decided I no longer want one of my caregivers to have mobile access to my care, what now?

    We all have that relative, don’t we? Narus Health is about empowerment (thus our app is called MPOWER). At any time, you can personally deactivate a caregiver’s access, or call us and we will do it for you. It’s no different than no longer wanting a caregiver to accompany you into the doctor’s office. Once their access is turned off, they will no longer be able to see anything involving your care. Of course, you can just as easily give them access again, should you decide you want to. If someone calls us and asks for access to your case, we will proactively contact you, the patient, for instructions. And remember, we don’t give anyone access to your information until you tell us to.

  • I’m the caregiver for someone, what does Narus Health do for me?

    Have you heard “put your oxygen mask on first, then help others”? It’s an important rule. The same applies to being a caregiver. If you don’t take care of your own needs, you can’t help others. That’s how Narus Health approaches caregivers.

    When a patient is enrolled with Narus Health, we identify their main caregivers and, with the patient’s permission, establish regular contact with them. This has several positive effects. First, when caregivers use our MPOWER app (again, with the patient’s consent), the caregiver has real-time access to the patients care plan. When we change something, the caregiver immediately sees it. They can also get access to helpful reports and education materials. In our experience, patients love having their chosen caregivers equally informed. And this has been proven to be of tremendous value for loved ones living far away from the patient. Imagine having a real-time care plan for your aging parent who lives on the other side of the country, and then having immediate access to their Narus Health care team.

    Just as we help the patient keep track of their medical documents, doctor visit schedule, and help them understand their benefits, Narus Health works with the caregiver who may be responsible for these things on behalf of the patient. In fact, often we work with the caregivers as much as we do the patient.

    Our experience also shows one of the biggest stressors for a patient is the feeling they are a burden to their caregiver. And while most caregivers usually don’t feel this way, patients really appreciate knowing Narus Health is not only checking in on them, but also checking in on their caregivers. Again, it’s all about supporting each other and having good communication.

  • I have an out of state parent I’d like to enroll with Narus Health. how do I do that?

    We are happy to help but the first step is to have the consent of the patient. So, if this is your situation, we can reach out to your loved one and discuss our services. If they agree to enroll, we will start the process. If enrollment is through our “Direct-to-you” program, and you want to pay for the service on their behalf, we will work with both of you to arrange it. But, no matter what, we only enroll patients if they consent to our service. We are happy to talk with you about the specifics of your situation. Just give us a call or send an email.

  • I’m a doctor and think Narus Health would be good for several of my patients. What’s the best way to get things moving?

    Well, we appreciate your efforts to help further support your patients. We are happy to help. Because our services start with patient consent, we need to talk with your patients about our service offering. It is usually best for you to at least introduce our company to your patient directly. We don’t expect you to explain everything we do, but patients seem to appreciate a brief explanation from you before we initially call them. You can also direct them to our website for more information and they can start the conversation be reaching out to us first.

    We really enjoy working with provider practices. And usually, a given doctor has several patients they want our help with. If that is true for you, we are happy to meet with you and your staff and explain how we work with the patient, and with you.

    Let’s set up a time to talk.

  • How do you, Narus Health, directly help me, the provider?

    We like to tell provider groups “we are an extension of your practice”. Here is what we mean by that. Our research and experience show that there are big gaps when caring for patients. These gaps are especially difficult for complex cases. Once a patient leaves your setting (such as a clinic), they feel disconnected from the health system. Despite the option to call you with questions or concerns, it’s a period of vulnerability that often results in worsening symptoms and emergency department or urgent care visits. And it’s no one’s fault. That’s just how the system has evolved.

    These periods between visits are just as frustrating to most providers. The next time you see the patient, you have to play ‘catch-up’ with the events over the last few weeks or months. In talking with various providers, we've found that you typically don’t have much time to engage with the patient in the first place. With your 15-minute visit, you’re forced to devote 10 of those minutes on catching up with the past and 5 talking about the next steps. 

    That’s why Narus Health works with you to be a constant source of engagement for the patient between visits. And the more we work with you to provide pertinent information, like the patient’s schedule, the better we can arm you with valuable data and reports of what’s been going on with your patient since you last saw them. The benefit being that you are armed with the important facts before the visit occurs.

    The feedback we get from providers is that it helps their visit time be more effective, efficient, and enjoyable, and that their staff appreciates it too.

    We also help to make sure your equipment or service orders for the patient are delivered, and the patient understands the treatment plan. In addition, we can update the patient's approved caregivers in real time. If questions or problems arise, we can contact you on behalf of the patient and help fix the issue. That saves you and your staff time.

    Finally, if you are a real number or data cruncher, our care plan and COMPASSION technology can deliver an extensive collection of data to you, but we let you make that call. It’s how we cut the noise and deliver the signal.

    As a 24/7 service to you and your patient, we are always ready to help with care coordination needs.

  • Does Narus Health come between me and my patient?

    Oh no. We recognize you are the expert and it does no one, especially your patient, any good to negatively impact the doctor-patient relationship. It is not our place to tell your patient what treatments to take or decisions to make.

    Narus Health is here to support. The clinical issues a patient faces only tell part of their story. What we know through our research and experience is that patients have a lot of “care issue” needs. We think of these as the softer side of the medical experience. Do they have access to healthcare? Do they need help understanding their benefits? Are they having trouble finding a pharmacy that carries their medication? Do they have the caregiver support they need during the night or weekends? These are just a sampling of the things we work with patients to resolve. We leave the doctoring to you.

    That said, we are very willing to help you and your staff carry out coordination and education within the scope of our services. We can even distribute your clinic forms between you and your patient before their visits.

    Narus Health works to engage ALL the providers connected to any given patient, improving the communication between the entire medical team.

  • I’m sick of using the computer and I already have an EMR. Are you going to ask me or my staff to use your software?

    Nope. Our COMPASSION platform in a way that easily integrates with EMR systems, making things as simple as possible for you.

    We manage patient care within our system. Our system automatically generates reports and distributes them to you based on your preferences (fax, email, etc.). Or, we will only send reports when you request them. It’s completely up to you.

    Furthermore, if we are caring for one of your patients, they can push any of their reports to you from their phone right there in your clinic. Instantly. Again, it’s all about connectivity and communication.

  • I understand how Narus Health is helpful to patients, caregivers, and providers. How is it helpful to me, the employer?

    We helpful to self-insured employers in a couple of ways. First, it depends if the employee you’re covering is the patient or the caregiver.

    If your employee is the patient, Narus Health eases the demands of navigating the health experience. As you may know, your employee has to devote a lot of time (usually during the day) to organize, schedule, and coordinate many activities involving their healthcare. They might need to spend excessive time on the phone with their insurance company. And, as you know, the burden of illness can lead to sick days and decreased engagement at work. It’s difficult to capture what this loss of productivity equates to, but research shows it’s substantial.

    If your employee is the caregiver, they may have just as many demands as if they were the patient. And while it is true they are not the ones directly affected by illness, caregivers themselves are at higher risk of illness and resulting loss of work time and productivity.

    Regardless of their role, we help your employee manage the logistics of their illness to the broadest scope possible. That makes them more able to be engaged with work, which is what most of them want anyway.

    Also, because of our technology, we can connect your covered members with other employee benefits you offer that they may be unaware of. In that capacity, think of us as the conduit connecting your employee with all offered resources. Not only can we connect the member with the benefit, we can provide valuable feedback on the effectiveness of that benefit, as stated by the employee.

  • I have thousands of employees. How do you identify the ones to enroll with Narus Health?

    One of the values we bring to the self-insured employer is data analytics. Once you determine what qualifying criteria you want Narus Health to use for enrollment, we can run continuous analytics on your covered population and identify those individuals most likely to benefit from our involvement. And since your criteria may be different that other employers, we customize those analytics for you.

    Then, Narus Health can directly engage the member, explain the coverage, and begin enrollment, assuming the employee consents.

  • I have employees serving as caregivers for people outside of covered dependents. But I think they would benefit from Narus Health support. So…?

    We hear this often and it’s a growing problem. For example, your employee has an aging parent a couple states away. They are having to coordinate care from a long distance and are overwhelmed by the emotion of the experience.

    There are several ways Narus Health can become part of the care. Some employers see value in offering the service to extended family while others inform employees of the service. But the financial responsibility ultimately falls to the employee. Some employers work out a cost sharing arrangement with their employees since they see ROI despite the actual patient not being a covered dependent.

    We can’t tell you which situation is best for your organization but what we can assure is that whatever the arrangement, we will work hard to lessen the impact on the employee.

    We are happy to meet with you directly to work through some of these scenarios.

  • Does Narus Health partner directly with insurance companies?

    We do. We think this is one of the most effective ways to make the biggest impact on the greatest number of lives. We work with the payer in much the same way we do a self-insured employer. We can take your qualifying criteria, analyze your data (if you like), and identify those individuals likely to benefit the most from our services. Narus Health can then reach out to the patient for consent and notify their treating clinicians of our engagement.

    The benefits seen by the payer include a better customer experience, happier provider network, and improved delivery of care–the right care at the right time.

  • How does spending more for a service like Narus Health save money?

    Several ways. We’ve met enough patients, providers, and health administrators to know nobody thinks the system is efficient. That’s because it isn’t. Almost everyone operates in a silo. We aren’t suggesting knocking down the silos, but we are suggesting connecting them better.

    Historically, patients want the process simplified. But, it’s tough for providers to do that. They are already working beyond capacity. And health systems are also operating to improve efficiency. Some offer various navigation services, etc., but that offers little security to the patient sitting at home with inadequate caregiver support or access difficulty, who relies on emergency services for their afterhours care.

    By routinely engaging the medically complex patient, we avoid redundancy. We avoid over-utilization. We align patient goals with treatments. Basically, we assure the right treatment at the right time. Of course, that means different things to different people. And that is why our care plan is personalized. But, the global result is improved, purposeful care. In other words, it’s not about spending more, it’s about spending smart.

Connect with us.

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