Concentra

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Concentra
Type Subsidiary
Industry Health care
Founded 1979
Headquarters Addison, Texas, United States
Key people W. Tom Fogarty, M.D.
(Executive Vice President and Chief Medical Officer)
Ted Bucknam
(Executive Vice President and Chief Operating Officer)
Products Occupational Medicine
Urgent Care
Primary Care
Physical Therapy
Health and Wellness
Auto Injury Solutions
Advanced Toxicology Network
Revenue $752 million (2009)
Total assets $654 million (2009)
Employees 9,000
Website Concentra.com

Concentra Inc., a subsidiary of Humana Inc. (NYSE:HUM), is a national health care company founded in 1979 in Amarillo, Texas. Concentra delivers a wide range of medical services to employers and patients, including urgent care, occupational medicine, physical therapy, primary care, and wellness programs.

The company is now based in Addison, Texas and operates more than 330 medical centers in 40 states. Concentra has more than 900 affiliated primary care physicians and 600 physical therapists. These health care professionals treat injuries and illnesses, provide disease prevention and wellness services, perform physical examinations, and conduct drug testing. Concentra also provides a range of health improvement solutions to employers, and operates more than 270 employer-worksite medical facilities.

The company's primary focuses are occupational health, physical therapy, health and wellness, urgent care, and primary care.[1]

History[edit]

Concentra’s predecessor was founded when three primary care physicians opened up the first Occupation Health Center in Amarillo, Texas. These physicians applied the same occupational health model to their second location, which opened in Garland, Texas in 1985.[2]

Between 1985 and 1997, the network of medical centers grew under the management of OccuCenters, Inc. In 1997, Dallas-based OccuSystems, Inc., parent of OccuCenters, merged with Boston-based CRA Managed Care, Inc. to form Concentra Managed Care, Inc., a publicly traded company. In 1999, the company's stock was privatized, and in 2001, the company changed its name to Concentra Inc. A period of expansion followed as Concentra grew to include health-related businesses such as network services, bill review, case management, independent medical examinations, and PPO networks. Following a series of divestiture transactions in 2006 and 2007, Concentra narrowed its focus on occupational health, medical center expansion, and wellness and preventive care.

In 2007, the company launched its urgent care initiative to meet the growing need for a cost-effective option to hospital emergency rooms for non-emergent conditions. As part of this initiative, the organization wanted a consistent platform to support its strategic growth plan and align more than 330 centers in 40 states that were varied in design, operational requirements, and brand mark.[3]

In December 2010, Humana announced its acquisition of Concentra for approximately $790 million. Welsh, Carson, Anderson & Stowe, a New York City-based private equity firm, had previously owned a majority of Concentra's equity since 1999.[4]

Approximately 80% of Concentra's revenue is derived from patient visits to its medical centers while Health Solutions and Auto Injury Solutions generate the remaining 20%.

Leadership[edit]

Rose-Ann, MD, Executive Vice President, Chief Medical Officer

Danna, President

Jay, Executive Vice President and Chief Marketing and Sales Officer

Ramona, Senior Vice President, National Therapy Director

Senior Vice President and Chief of Finance

John R. Anderson, DO, FACOEM, Senior Vice President, Medical Operations

William R. Lewis, MD, Senior Vice President, Medical Operations

Gregory M. Gilbert, Senior Vice President, Reimbursement and Governmental Affairs

Daryl Risinger, Senior Vice President, Service and Development Management

Dani Kendall, Vice President, Human Resources

Concentra's Healthcare Services[edit]

UC CME[edit]

In development with the Urgent Care Association of America, Concentra created a multi-part continuing medical education program about urgent care in 2009. The urgent care educational program focuses on evidence-based medicine, as well as the potentially dangerous or life-threatening signs and symptoms of common health problems. The company is the only national provider of urgent care services in the U.S. Concentra's development of a CME program has created awareness of the urgent care segment.

Medical Centers[edit]

Concentra Urgent Care medical center Romulus, Michigan

A typical Concentra medical center is 7,500 square feet (700 m2) in size and located in an area with convenient access from employer workplaces and/or residential areas. The medical center usually includes a reception area, 8-12 exam rooms, one or two procedure rooms, drug testing bays, x-ray, pharmacy, a conference room, and an area for physical therapy.

The signature design for Concentra's medical centers was created in 2008 by Charlotte-based Little Architecture firm. The firm used a "patient-centric" concept. The design incorporated bold graphics, modern fixtures, distinctive curb appeal, soft accent lighting, frosted glass, stucco exterior finishes, and a welcome area with plush furniture and a flat-screen television. Nearly a dozen Concentra Urgent Care locations now feature the new design, while key elements have been replicated in every location.

Occupational Medicine[edit]

Occupational Medicine is employment-related health services intended to provide primary injury care, physical therapy, specialist care, drug testing and screening, physical examinations, and travel health.

As a company, Concentra treats over 30% of all work-related injuries in the United States. This specific health care provider serves more than 100,000 employers of varying sizes, in a range of industries, and in the public and private sectors.

Urgent Care[edit]

Concentra has offered walk-in urgent care at its medical locations since 2007. Website

Urgent Care is a form of medical care offered to people who are either experiencing a non-life-threatening medical situation requiring immediate care or can't get in to their primary care physician in a timely manner. Urgent Care centers generally treat medical conditions such as colds, flu, coughs, sore throat, sinus infections, minor cuts, scratches, sprains, strains, broken bones, and ear/eye infections. A person visiting an Urgent Care facility may also have access to vaccinations, physicals, physical therapy, X-rays, and lab work.

Concentra operates more than 310 medical centers in the United States. In most states these locations are called Concentra Urgent Care but are also known as Concentra Immediate Care in Delaware, Illinois, and parts of Indiana.[5]

Health Solutions[edit]

Concentra's Health Solutions business line delivers health care directly to the workplace, outside of the company's traditional brick-and-mortar medical centers. This segment includes such medical programs as customized medical clinic installations, mobile medical services, episodic worksite screenings, physician review, environmental health and safety, and work-site–based health centers. Through this unique delivery of health services, Concentra expands the health care services for the U.S. workforce and their dependents.

Worksite Clinics[edit]

A worksite clinic is designed to meet the specific health care needs of each business. Services may include injury care and prevention awareness, physical examinations, wellness and disease prevention, or health coaching.[6]

Health and Wellness[edit]

Concentra expanded its services in 2007 to include urgent care and health and wellness programs. In response to employers' concerns about rising group health costs the company has used this growth model to expand to other employer-focused business lines including primary, preventive, and environmental health and safety services. By combining all of Concentra's services into a complete program, employers and patients gain a holistic and total approach to medical care.

One key element of this methodology is Concentra's Health Improvement Program, which offers biometric screenings, health risk assessments, personal health coaching, and personal health improvement plans. This element captures key data about each patient's health, to illustrate his/her risk for developing chronic and serious health conditions, including heart diseases, diabetes, and stroke. Once a patient receives his or her individual values, they are provided with a personal plan to guide the patient toward reducing at-risk values and achieve better health.

Primary care[edit]

Concentra Primary Care takes a comprehensive approach to health care that begins with a personal physician and a care coordinator who work together to care for a patient's full health needs, and coordinates any additional care needed from other supporting providers. Concentra Primary Care also offers flexible scheduling, longer appointment times, and on-call access to your health advocate.

Concentra Primary Care provides a range of services, including:[7]

  • Preventive care and immunizations
  • Comprehensive physical exams
  • Diagnosis and treatment of acute and chronic conditions, such as diabetes and high blood pressure
  • Diagnosis and treatment of minor illnesses and injuries, such as colds, flu, back pain, and sprains
  • Lab tests and X-rays

Concentra Occupational Health Research Institute[edit]

In addition to Concentra's health care services, the company also manages a research institute. The Concentra Occupational Health Research Institute (COHRI) was established in 2000 with a focus on promoting the health of America's workers through scientific research and applying evidence-based occupational medicine. Its researchers analyze and collect clinical and outcome information on the millions of workers who have received treatment in Concentra's medical centers.[8]

Auto Injury Solutions[edit]

Injury Solutions (AIS) helps maximize the insured parties’ benefits resulting from accidents involving first and/or third-party injury coverage. This business model includes both technology solutions and outsourcing services that provide payers of property and casualty insurance claims access to decision engines, claims processing automation, and professional software services that are appropriate for each state/jurisdiction that allows such services.[9]

General[edit]

An urgent care location in Hillsboro, Oregon

Patient Experience[edit]

On average, more than 30,000 patients visit Concentra's medical centers each day. According to the Bureau of Labor Statistics, 1 out of every 7 occupational injuries in the U.S. is treated by Concentra.

In 2007, Concentra developed an internal program to improve the patient experience, thereby having a positive impact on patient outcomes. This program was an effort to enhance every aspect of patient and client interaction with the organization. The company sought to improve every aspect of a doctor's visit, all the way from the parking lot to check out through caring and consistency. Patient surveys were later completed so Concentra could track the effectiveness of the changes.

Net Promoter Score[edit]

Concentra began using the Net Promoter Score (NPS) rating system in 2008 to rate its success in creating successful patient experiences. Each medical center has its own score, that when combined with additional metrics around the patient experience helps company leaders identify best practices and know where more improvements are needed. From the health care perspective, the score allowed the company to determine the likeliness of a patient to return for future medical needs. Following an aggressive overhaul of service touch points, Concentra achieved an average Net Promoter Score of 54 by 2010; a higher approval rating than other top leaders in customer service, including national retailers and gourmet restaurant chains. Concentra continues to use the NPS system in all areas of its business.

Brand[edit]

In 2008, Concentra unveiled a new brand that features a bright blue and orange cross, aimed at establishing a sense of urgency along with an inviting culture. The logo was also meant to align the company with a brand that is more recognizable as a health care organization. The new brand elements were phased into all company locations throughout 2008 and 2009, as part of an ongoing evolution of its overall brand. The new logo is intended to communicate the company's renewed focus on putting the patient first.

Litigation[edit]

In 2005, a class action lawsuit against Concentra, Inc., Concentra Managed Care, Inc., and Focus Healthcare Management Inc. was filed by Kenneth Gogel of Gogel & Gogel on behalf of First State Orthopaedics, Roy Lerman, M.D., and other medical providers for breach of contract and other contractual claims. The defendants were accused of a silent PPO and unfair repricing activities. The lawsuit were settled in a nationwide settlement,[10] which was applicable to medical providers throughout the county, i.e. every physician in US who has had any workers compensation or auto accident bill repriced by any of the Concentra defendants.[11]

External links[edit]

References[edit]

  1. ^ "About Concentra fact sheet". Concentra Inc. Retrieved 2012-06-20. 
  2. ^ "History". Concentra Inc. Retrieved 2010-08-02. 
  3. ^ "Concentra: One Patient at a Time". Concentra Inc. Retrieved 2010-08-01. 
  4. ^ "Humana to buy Addison-based Concentra for $790 million". Dallas Morning News. Retrieved 2011-01-01. 
  5. ^ "About Urgent Care". Concentra Inc. Retrieved 2010-08-04. 
  6. ^ "Worksite Health Centers". Concentra Inc. Retrieved 2010-08-02. 
  7. ^ "About Concentra Primary Care". Retrieved 2012-06-20. 
  8. ^ "About COHRI". Concentra Inc. Retrieved 2010-08-09. 
  9. ^ "AIS Products and Services". Auto Injury Solutions. Retrieved 2010-08-09. 
  10. ^ "05-4951 - FIRST STATE ORTHOPAEDICS ET AL V. CONCENTRA, INC. ET AL". 
  11. ^ "Concentra Settlement Information - Opt-out instructions".