Building Healthier Communities Through Equity and Inclusion with Timshel Tarbet

[00:00:01] This podcast is produced by Outcomes Rocket, your healthcare exclusive digital marketing agency. Outcomes Rocket exists to help healthcare organizations like yours to maximize their impact and accelerate growth. Visit outcomesrocket.com or text us at 312-224-9945.

[00:00:34] Hey everyone, welcome back to the Beat Podcast here in Las Vegas. So excited to be hosting the amazing Timshel Tarbet with us. She is the Chief Healthcare Experience and Equity Officer at Providence Health Plan. She is focused on equity and leading healthcare experience, equity initiatives and diversity and inclusion in the organization. Such a pleasure to have you here. It's great to be here. Thanks for having me.

[00:01:03] It's our pleasure. Our pleasure absolutely to have you guys here. Tell us a little bit about what brings you to health. It's Vegas and Busta Rhymes. Hello. No, I mean, I just think it's such a, it's a great conference to connect with so many different folks that are doing really innovative things in the industry. So that's exciting, but Busta. Fantastic. I love it. I'll definitely be there. Look forward to seeing you there.

[00:01:29] Tell us a little bit about your position, Timshel, at Providence Health Plan. Yeah, so my role is a little bit different than what you would normally see in health plans. Normally you will see somebody who's running health equity or somebody who's running internal diversity, equity and inclusion. What we decided to do is bring those two roles together and put it into one because we believe that it's ultimately going to be able to create the culture that we need to be able to serve our members.

[00:01:59] We're really trying to put our members at the center of what we do. But in order to do that, you have to have an internal culture of caregivers. That's what we call our employees. Of caregivers who are focused on talking about equity, the challenges, recognizing that there is inequity in the healthcare system.

[00:02:18] And so when you combine the two of thinking about how do we build the internal culture to then be able to take care of our members, that's really one of the key reasons why my role was created and a lot of what we focus on, thinking about the experiences. I think that's beautiful. And as an organization that wants to do that externally, it's great that you guys are so focused on it internally. You almost have to.

[00:02:44] I mean, when I think about our promise of know me, care for me and ease my way, our caregivers are living that every day, but we also are taking care of them, right? So giving them the voice and the opportunity to, I don't know, voice things that they think we should be doing and creating a culture that says, hey, we want to hear your voice in everything that you do. It might not be something that we can implement today, but if it's meaningful enough and it's something that we can drive, we want you to bring it forward.

[00:03:12] I can put it on the list and ultimately, you know, hopefully we're able to get a more well-rounded approach to all that we're doing. So, yeah. I love that. Yeah. Yeah. You're creating that environment where it's safe to share what you want and to give your perspective. And to be who you are. I mean, that's the thing that I think is so incredibly important is, you know, we're wanting to create an environment where each of us is appreciated for who we are from a unique standpoint.

[00:03:38] And then we can take those things and use those to then take care of our members because each of our members is a unique individual. And so, you know, creating that culture from an internal standpoint can then cascade out into how we are knowing, caring for, and easing the way of our members. That's great. And I love how clear your mission is, too. I just, I feel like the best missions are the ones that are clear. They're easy to remember because they're easy to execute.

[00:04:05] How does the equity experience dynamic come to life at Providence Health Plan? Yeah. I mean, one of the things that we have to really think about is making sure that we're thinking about each individual. A lot of times as we want to address some of the inequities that there are in the healthcare system, you need to have a certain amount of members or patients in order to be able to have it be, from a business standpoint, meaningful. But that's really not what we're looking at here.

[00:04:34] And what we're trying to focus on is what can we do to make sure that we are getting equitable outcomes for each of our members, recognizing that it's not going to look the same for each of our members, right? And so we can't just implement one thing and think that it's going to work for every different individual that we have. And so it's creating a culture that is one where we hear from our members. We're focused on what do you need? What do we need to do to help you? How can we partner?

[00:05:04] It's looking at our community partners and finding different ways to get that feedback in so that then as we think about what we might be able to do, segmenting it, right? And making sure that we're, and also not taking on everything. I mean, there's times where it might be better to park and pull. Absolutely. And I think it's just as important to know what you do and as well as not what you do, like, you know, being super clear about that. Absolutely. You highlighted the individual.

[00:05:32] I'd love to maybe zoom out to the community because there's community needs as well. Can you speak to that? Yeah. I mean, that is one of the things about Providence Health Plan that for me is it's such a great place to work because we do recognize that, one, we can't do it alone. We are a regional health plan and we're proud to be a regional health plan. We don't want to be one of the big giant health plans. And that is really because we live and work in that community.

[00:06:00] And when you're part of the community, it gives you a different feeling and a different way to connect. So we have community partners that we are super impressed with that deal with specific things. Like one, North by Northeast is a community center in Northeast Portland that is specific on dealing with the Black community. And you can see, and we've donated money to them and we sponsor them and lots of different things.

[00:06:27] But you can see that the way that they are connecting with that community, specifically in an area where they're underserved and there is a level of distrust, rightfully so, distrust with the entire health care system. This place has built a level of trust and they are living and working it on a daily basis. And so when we think about our community partners, we're very intentional about who we're choosing. Some of it with that equity lens.

[00:06:55] Others, I mean, when you think about looking at the Oregon Food Bank is another one of our community partners that we sponsor and that we work with. We're not going to be as good at providing food to people that are hungry, right, and that have food insecurities as the food bank is. So what can we do from a health plan standpoint? I think it's important that we live it and we work it. So we have committed volunteer hours that we work at the food bank, but we also gave them money also, awards.

[00:07:23] So really, that's what we're looking at doing is is lifting up those community partners that are addressing some of the areas when you think about social determinants of health that are challenging for individuals that we're not good at. But we are all partnering together. I love that. Collaboration is the best currency. It really is. It's how we make it happen. That's great. How does focusing on community health contribute to the larger goal of advancing health equity, especially from a payer's perspective?

[00:07:52] Yeah, I mean, the healthier the community is, the better off I think we all are, right? And when you think about health equity and the folks that are a lot of times the sickest, they potentially are lower income or they are in minority communities.

[00:08:12] And so when you look at the amount of times that they are going to the emergency room, as opposed to getting the preventive care of having a primary care provider that, you know, they're comfortable and they trust and that they see to take care of their health, right? That is where health equity is. And that's where we need to get better. Because if we can get the whole community better, we're not going to be dealing with taking care of people when they're sick.

[00:08:40] Instead, it's more like healthy people. How are we keeping people healthy as opposed to taking care of them when they're sick? And we really want to make sure that we're starting it with keeping people healthy. Because ultimately, when you think about these individuals, I don't know, I guess I just, I think about it like this. Each individual is so key to somebody in the community, whether it be a parent, a friend, a sibling, whatever.

[00:09:07] And so when then they're pulled away to take care of somebody who is sicker that could have been prevented with primary care or food as medicine or housing or all of those things, it becomes a little bit of a snowball. It continues to perpetuate the problem. So we've got to really get to the root causes of it. And I know a lot of times it can seem like it's a lot and it's overwhelming.

[00:09:29] But again, if we all work together and take our chunks, then it definitely, I feel like it's a lot easier to address. A hundred percent. Yeah. I've heard it called plus one, like a plus one chronic condition where it kind of, you have to pull somebody in from the family for, you know, caregiving. And the plus one means a minus one. Minus one somewhere else. Somewhere else. Yeah. I mean, a little bit about me. I actually had a son who had leukemia and I will tell you that it was more than a plus one.

[00:09:58] It was like a plus five. It was my sister and my mother and so many others that really had to lean in and help me as we were going through his treatment. And I was lucky enough that my sister was able to not work during that time to help me. But if she hadn't, it would have been such a drawback.

[00:10:20] And so when you think about that and then you think about families that might have, I don't know, diabetes where you're losing limbs and other things are going on, that then is like it is such a long-term effect. But then there's others that have to be caregivers. And when you start thinking about the toll from a mental health standpoint that that pays, the lack of ability to sometimes continue on with your education or to get the grades that you would want to maybe get into college.

[00:10:48] I mean, it really does end up becoming a snowball going down the hill that you don't even think about at times. Totally. Yeah, I was just having a conversation on stage with a gentleman who is dealing with contraceptives, right, and educating communities around contraceptives and having a choice around that type of thing and having control, right, of your life. Yeah. Yeah. So I think these things make a huge difference and the focus is really a big one. Wow. Tim Schell, this is amazing.

[00:11:17] First of all, thank you for sharing your experience. I definitely, when you live through something like that, it definitely makes you more empathetic. It helps, makes your heart bigger. Yeah. And it makes you want to give more. The theme for this year's event is bold. Yes. So give us an example of how you and Providence Health Plan are taking bold actions to increase equity and access in healthcare. Yeah.

[00:11:42] So one of the things that we did is we made a commitment working alongside, again, in the communities that we're in, right, learning about what the challenges are and how we might be able to, at the root cause, help change some of those. So we created a health for all initiative. I kind of referenced some of the work that we've already done on it, but it was really a way that we were able to establish some of that direct connection that we needed with some of those community health partners.

[00:12:09] And it allows us that feedback loop also of learning from them. And so we really wanted to make sure that everybody in the community was supported in their unique journey. And so, again, we committed money to North by Northeast Community Center. We also committed to Central City Concern and the Oregon Food Bank. We donated more than $300,000 and 1,000 hours of volunteerism.

[00:12:33] And, you know, when I think about it, it is allowing us the ability to connect with the community in a different way, but also to not have to be at the forefront of it, right? We, our community partners can do it. It doesn't, one of the things that I think a lot of times it's like you give because what you want the attention, but that's not why we're doing it. We're giving because it's the right thing to do because these are our communities and we want our communities to be as healthy as possible. Well, that's bold. You're leading with action.

[00:13:02] You're leading with dollars and you're leading with hours. We are. One other thing. Yeah, I know, right? Put your money where your mouth is and do it. I mean, and you don't always have to be in the spotlight. Another thing that we're doing that I think for me was pretty, it's not super innovative, but I didn't have the funding that I needed for some community health workers. Yeah.

[00:13:24] And Providence, the larger Providence system, the hospitals had committed $50 million over a period of time for equity to address health equity. And so we wrote up a grant and we're able to get a grant from the Providence system to fund some of the community health workers. Beautiful. That are going to be there in language and culture, navigators that are going to connect with our members who have some care gaps and who need some assistance. But then they're going to be able to work them through the whole process.

[00:13:54] So it's not just, hey, I'm going to call you and speak to you in language and help you get an appointment with your doctor scheduled. No, these individuals are actually going to go with our member to the doctor's appointment and be able, if needed, to be the translator there.

[00:14:09] And in doing that, what they're able to do is start to build a different level of relationship with those members so that as the members are navigating sometimes some scary things, they at least have like this person that is not just the translation line that is like talking through. Right. It's somebody that I've seen before has helped me get this appointment, is helping me if I have transportation challenges to get to the doctor will explain things that I will have a level of trust.

[00:14:39] Right. And so something that maybe not totally innovative, but I thought I was kind of creative and getting the money. Hey, listen, that's awesome. Congratulations on that. And it's a very personalized program that helps people, patients, us, all of us feel supported where you could very easily be intimidated by the 13 minutes that you get with your physician. Absolutely. And where are you going to squeeze the question in?

[00:15:06] Or how about do I even know what question I need to be asking? If they're from a different culture, a different background, I might not know what question to ask and I might not know how to approach it. Whereas if you have someone who has, I mean, they're not going to be doctors or nurses, but you have somebody who's from the community who, from a cultural standpoint, understands that side, but then also understands this unique system that we have that is so incredibly tough to navigate.

[00:15:35] You can kind of help bring it together and at least provide a semblance of how do I help you? What do you need compared to what I might need in that situation? Yeah, I love that. Well, Tim Schell, this has been an incredible conversation. I admire the work that you and the team does to bring equity to the region that you serve. How would you close this out? What call to action would you give to our listeners and where can they follow you and learn more about the work that you guys do? Absolutely.

[00:16:03] So my call to action is really that we need to stop being so segmented. I mean, we are, again, like we talked about, I think, before we started recording, we're a provider-sponsored plan. We work very closely with our providers. We should not expect for, from a health plan standpoint, providers to know everything that we know, especially when you talk about equity and health equity.

[00:16:27] Fun fact, back in the day, I think it was like every three years there would be new innovations in healthcare that providers needed to keep up with. I think now or maybe even a year ago is every 73 days. So we cannot expect for providers to know everything about health equity and what's going on. So from a health plan standpoint, we need to make sure that we're finding ways to partner with our providers to help them from an education standpoint and to be there to support them.

[00:16:56] We need to break down all of the silos. I feel like a lot of times we're pointing fingers at where stuff is wrong or who the bad guy is, as opposed to, you know, if we were all able to lock arms and walk together, it would be, we would be able to address these so quickly.

[00:17:14] So the call to action is going to be for us in the healthcare ecosystem to find ways to break down the barriers that we have between each other and to find ways to support each other and to help each other. You can always follow Providence Health Plan on LinkedIn. I actually think we have an Instagram page too. Oh, watch out now. I know. LinkedIn, Instagram. We try and stay pretty active out there. And if you're in the Northwest, I mean, hit us up. Yeah.

[00:17:44] Reach out. Reach out. I love it. Tim Scheldt, thank you so much. We're definitely going to leave everything that you shared in the show notes, the short notes, as well as ways to get in touch. Folks, Tim Scheldt, Tarbet, Chief Healthcare Experience and Equity Officer at Providence Health Plan with us today. Just incredible work that they're doing over there. If you're in the Northwest, reach out. And if not, check out what they're doing online. Tim Scheldt, thanks so much for your time today. Thanks for having me.

[00:18:10] This podcast is produced by Outcomes Rocket, your healthcare exclusive digital marketing agency.

[00:18:41] Outcomes Rocket exists to help healthcare organizations like yours to maximize their impact and accelerate growth. Visit OutcomesRocket.com or text us at 312-224-9945.