Thriving Together: Humana Healthy Horizons associate helps family in Florida
On July 2 nd , 2021, Associate Ramona Felix uncovered a very important and difficult need and challenge during the Healthy Days call back survey. Mr. Davis, one of our Long-Term Care (LTC) members and his family were faced with a difficult decision each day – how to cook their meals. The Davises had the proper equipment, however they could not afford to power the propane stove that was installed in their kitchen. In the past, the Davis family was able to buy a half cylinder of propane from their propane company. Under the company’s new policy, this was not an option and buying a full cylinder was not affordable. Additionally, the stove needed extensive repairs to become fully functional that were beyond their budget. These challenges left the Davis family with very few options for ensuring their family had access to healthy, affordable meals. They were forced to purchase prepackaged food and shelf stable items that could be cooked in a unhealthy alternatives offered at a higher cost, but living day-to-day financially, this was their only solution for months.
When hearing of the challenges the Davis family faced, Ramona immediately began researching solutions and ways to support. She contacted various local organizations to see if she could find a way to help the member. Her initial strategy was to try and find financial support for the Davis family to purchase the required full cylinder of propane. Ramona came to the realization that much like when the Davis family used the Emergency Meals benefit Humana provided to them, this would not be a long-term solution as it did not address the root cause of the Davis’ issue.
Ramona shared the challenges of the Davis family with her team and requested their support in locating resources. Thriving together, the team took a divide and conquer approach to finding an organization that could help. During many conversations and retelling the Davis’ story to each organization they called, a solution finally surfaced. The family needed an electric range.
After talking to Mr. Davis, he agreed that this was the best solution – but where would they find a stove that they could afford, i.e. who would donate a stove to them?
The team called over thirty organizations in just under 48 hours and finally found a solution. The local home improvement store, Home Depot offered small grants to families in need that meet certain eligibility requirements. It was worth a shot! Ramona helped educate the family on the application process and walked them through submitting documentation and a statement of need. This was a lengthy process indeed, but Ramona once again did not give up. Mr. and Mrs. Davis made light of the long wait and told Ramona, “If you are able to get us a stove we will bake you something.” Five weeks after the initial Healthy Days call, the Davis Family received the phone call they’d been waiting for. The Home Depot was calling to schedule delivery and installation of their brand new, free electric stove. The Davis family was thrilled to hear the news and incredibly appreciative of the hard work of Ramona and of the team.
At the core of each Humana associate, is a passion to serve our members across the spectrum of care and wellbeing. This member success story highlights the never give up attitude of our Humana Healthy Horizons in Florida team that cultivates a trusted bond between our associates and our members. The Davis’ family story is but a small piece of the puzzle that shapes the work Ramona and her team provides every single day. Thank you for breaking through barriers and being of the best service to our members. Ramona, you are most deserving of this STAR Award.
Always keeping the member top of mind is an inherent quality that Mrs. Felix exudes. She is an exceptional associate and through hers contribution to always move in a positive direction, setting the example in our values of thriving together and rethinking routine makes Mrs. Felix is most deserving of the “STAR Award.”