Giving members the experience they deserve: empathy and trust

By Ryan Heyborne, MD, MBA, FACEP, Matrix Chief Medical Officer

When it comes down to it, a valuable member experience during our Comprehensive Health Assessment (CHA) is one where the member feels seen, heard, and understood. In other words, the member feels safe enough to share with the visiting clinician whatever is going on with their health and life circumstances that may be impacting their overall well-being.

According to our dedicated network of clinicians living in member communities across the country, it takes genuine empathy in every situation to ensure members have the meaningful healthcare experience they need and deserve.


Building trust to establish meaningful member engagement

The purpose of our proprietary CHA is to assess health and safety, identify and close gaps in care, and offer life-changing services that activate members to manage their own health.

But there’s more to it than just that.

Our clients tell us our unique difference is the compassionate care and conversational approach our clinicians use while conducting the clinical assessments. Read more on what our clinicians are saying by clicking here.

This approach establishes the trust that encourages members to feel comfortable enough to have us in their home and openly ask questions and talk about their health concerns, so that we can get them the best care possible and potentially uncover serious health conditions at the same time.


Convenience is key to uncovering member health insights

It takes insight and action to ensure a positive member experience. But you need to meet members where they are – in their homes and in their health journeys.

We can complement the work of primary care providers (PCPs), by spending more time in member homes and gaining a unique perspective – a CHA visit offers the chance for our clinicians to take anywhere from 45-60 minutes to get a far better picture of the overall health and safety of members than is likely in a doctor’s office setting alone. For members who don’t have an existing PCP, we connect them to their health plan provider who can assist in getting one assigned.

In addition to seeing what members’ real support systems look like, our clinicians thoroughly review current health, medical history, medication adherence, physical environment, social determinants of health (SDOHs), and other risk factors to provide important member health insights.

Redefining compassionate, comprehensive care to enhance health impact

The in-depth patient health information gathered during a CHA helps ensure our clients have clear insight into the challenges and needs their members are facing and that are affecting their ability to live healthier, more fulfilled lives.

For every member we meet, there is always an opportunity to do something that will make a difference. And providing genuine empathy with effective healthcare delivery truly improves health outcomes and positively impacts lives.


From a Patient in Arizona:

“I was having one of the most down days because I was bed-bound. You walked in, and I never knew when the assessment began and when it ended because you were so friendly and kind to me. It was as if a friend had entered my home. You made my whole world change because of the sunshine you brought into my world. I wish I could hug you and thank you a million times for all you have done for me! You are always welcome in my home. What a pleasure to get help from a company that is so wonderful, kind, and caring. I believe everyone should have a Matrix visit. Thank you for your excellent care.”


Learn more about our Comprehensive Health Assessments here.