In April 2020, a Humana At Home care manager called one Texas member to assess his needs during the COVID-19 pandemic. During the conversation, the member, who lived alone, said he was not feeling well and gave conflicting and concerning information about his health to the care manager.
He was in bed with a fever and could not remember his last meal. He went on to explain that he was tested for COVID-19, but did not know how long ago that had been or what the result of the test was. He also complained of a blister on his foot that was causing him discomfort.
The care manager gained permission from him to contact a local emergency medical services team to help him. With additional team support, the care manager had EMS called. The care manager stayed on the phone to assure paramedics arrived, but because of the member’s weak state, he was unable to answer the door for them.
Through conversations with the member and the paramedics, the care manager guided the EMS team to the member in his home and he was transported to the hospital for needed care.
During the long stretch of time waiting for EMS and attempting to keep the member safe, the care manager said the member talked about family and shared that he felt no one cared about him. The care manager provided empathy and explained that she cared.