Cisco Systems
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| Date of Entry: |
8/1/2008 |
| Major Locations: |
US- West, US- Northeast, US- Midwest, US- South, International
San Jose, CA (HQ); Boxborough, MA; Richardson, TX; Lawrenceville, GA; Raleigh, NC; Bangalore, India; Shanghai, China; Herzliya, Israel |
Industry:
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Communication
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| Employer Description: |
Cisco enables people to make powerful connections-whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible-providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies.
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| Total Number of Employees: |
57,000
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Contact:
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Lisa Jing, M.A., Human Resources Manager - 408 527 9493 lisajing@cisco.com
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| Problem Statement: |
Cisco has historically had a strong total compensation and benefits approach to recruit and retain valuable high tech employees. In 2005 Dr. Pamela Hymel joined Cisco as its first medical director with a goal of continued emphasis on progressive benefits and to address spiraling health care costs. Dr. Hymel pulled together an internal five-member team to develop an integrated health management strategy with the understanding that mental health is a major component of overall health. The team has developed a foundational integrated approach focused on keeping healthy people healthy, mitigating the risk of those with health problems, and overhauling disability management. Cisco’s core value of corporate social responsibility and their strategic business concepts of enhancing communication and building partnerships are mainstays of their health management approach as well. |
ROI:
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Assessments and programs have been well received by employees and their families. Health care vendors participate in Healthy Partners Councils to address health conditions strategically. Cisco is participating in well-controlled research trials to investigate short and long-term impacts of their approach.
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Examples of Mental Health Innovation: |
Disease Management
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- Early identification and emphasis on return to work.
- Behavioral health is integrated in people with co-morbid conditions.
- Detailed Description
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Employee Assistance Program
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Evaluation/Metrics
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- Health care spending, changes in employee health risks, quality of life indicators, absenteeism, presenteeism, and productivity measures.
- Detailed Description
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Integration
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- Healthy Partners Council includes 12 internal and 30 external partners for planning monthly themed programs
- Involved parents in redesign of autism assessment and treatment benefits
- Mental health carve in
- Detailed Description
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Provider Communication
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- Enhanced recognition of health messages and consistent content
- Supported shifts in individual and cultural thinking and behaving
- Detailed Description
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Wellness
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- 52% participation in HRA which includes mental health and productivity questions – $100 incentive
- Health coaching for higher risk
- Detailed Description
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Disease Management
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The Reed Group provides disability management services to Cisco with an emphasis on early identification of absence, employee education, coordinated care and successful return to work. Behavioral health partners United Behavioral Health and Cigna Behavioral Health are involved in cross referral efforts coordinated by Matria. Outreach components have been intensified so that employees with co-existing conditions, such as depression along with a medical problem, receive coordinated contacts from mental health professionals early in the care process.
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Employee Assistance Program
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A full service EAP is available to all employees and their dependents. Extensive online educational resources and self-assessment tools are offered through the EAP website. United Behavioral Health provides EAP services to all Cisco employees and their dependents regardless of health plan enrollment. EAP benefit includes 8 free counseling sessions per presenting issue. Confidential, personal consultation with a qualified mental health professional and referrals are provided for a wide range of mental and behavioral health issues. If treatment extends beyond the 8 free sessions, then the employee / dependent is referred to their behavioral health plan. A unique feature of the EAP is a consultation service for managers and supervisors to assist them in handling difficult situations related to their manager role. Referrals for legal and financial consultations are also available.
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Evaluation/Metrics
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Cisco measures outcomes such as trends in health care spending, changes in employee health risks, quality of life indicators, absenteeism, presenteeism, and productivity. Tools include WebMD’s online Personal Health Assessment and health education content and Harvard’s Health & Productivity Questionnaire. Ingenix provides data analysis and risk stratification.
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Integration
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Cisco incorporates a unique approach for integrating assessment, employee health education, and a coordinated continuum of health care. The Health Partners Council consists of 12 internal partners (such as human resources, benefits, communications, fitness centers, cafeteria, information technology, and workplace resources) and 30 external vendors (including their health and dental plans, benefits consultants, fitness providers, and health content specialists). The Council holds an annual summit with Cisco’s health management team to review the prior year’s activities and plan for the coming year. Monthly themes are selected from the US Health & Human Services Health Observance Calendar (http://www.healthfinder.gov/library/nho/nho.asp). Theme teams meet 2-3 months prior to launching the theme and holds weekly conference calls thereafter to establish ground rules, identify the target audience, brainstorm creative ways to approach the health issue, and establish program elements and activities. Vendors frequently help in sponsoring events.
An example of one monthly theme is “Healthy Mother, Healthy Baby,” which included a full-day program of speakers, videos, booths, a fashion show, information on postpartum depression, and infant massage demonstration. Over 300 employees and spouses attended, and many stayed all day, buying lunch in the corporate cafeteria and returning to events. Another example is Cisco’s integrated approach to childhood autism. Employees participated in discussions about getting the most from their health benefits, and autism was a high area of concern. The health management team worked with a parent group and their health plans to redesign benefits to support families in getting comprehensive assessment and effective treatment. Experts specializing in autism treatment provided brown bag seminars on educational programs and dialogues were opened with local provider groups. This relationship building prompted families who have received treatment to develop informal networks for sharing information among themselves and with the benefits department to identify high quality providers, some of whom now provide therapy at discounted fees to Cisco employees. Parents, providers, and community groups have given accolades to the effort.
The health management team believes strongly that a mental health carve-in is essential to integrated health to allow early identification of mental conditions that complicate other chronic conditions, such as asthma, diabetes, and pain syndromes. This began with a closer look at the continuum of care in behavioral health and encouragement of a collaborative care approach among behavioral care providers.
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Provider Communication
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A comprehensive communications program was implemented in 2007 to provide a branded image for enhanced recognition of health messages and consistent content. This created opportunities for promoting and advocating health and supported shifts in individual and cultural thinking and behaving.
Specific examples include establishing a program name, HealthConnections; launching quarterly broadcasts called HealthConnections Live that feature health experts and are moderated by Cisco’s medical director, Pamela Hymel; developing public service announcements with video clips on Cisco’s internal IP television network; and making audio programs on health topics available for download. Content has included stress and depression among numerous health issues.
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Wellness
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Assessment and stratification of health status is a major component of the HealthConnections program. WebMD is content partner for Cisco’s health risk appraisal (HRA) called Personal Health Assessment, and Ingenix analyzes the data and stratifies risks. The HRA includes questions related to depression, anxiety, and bipolar disorder as well as productivity questions. It is offered yearly prior to health benefit open enrollment. Participants are stratified, and follow up or referrals are offered according to level of health risk. Those with no or low health risk are directed to WebMD for information on and support of their healthy lifestyles. And, as expected, Cisco’s young population was quite healthy compared to many workforces with older employees. The purpose of the wellness program is to keep their workforce healthy.
1. US employees with elevated health risks receive outbound telephonic or web-based health coaching through Health Fitness Corporation or referrals to Matria’s disease management programs. In 2006, employees who completed the HRA received a $100 company contribution to their healthcare flexible spending account.
2. In 2007, employees who completed the Health Assessment received $100 discount off of their health plan contribution plus an additional $100 discount off their health plan contribution for participating in health coaching as indicated by the health assessment results for a total of a $200 discount off their health plan contribution for the year.
3. In 2008, employees who compete the Personal Health Assessment will receive a $100 discount off their health plan contribution plus an additional $200 discount off their health plan contribution for participating in health coaching and a variety of other health activities as indicated by the personal health assessment results for a possible total of a $300 discount off their health plan contribution for the year.
HRA participation increased from 40% in 2005 to 52% in 2006.
Cisco received a Gold Award from the National Business Group on Health in 2007 for excellence in creative solutions to improving the health of employees.
Special Awards & Recognition – Cisco was recognized in 2007 by the National Business Group on Health with two Behavioral Health awards. One was for early intervention and the other for specialty services for the seriously mentally ill. Read a full description at http://www.businessgrouphealth.org/pdfs/issuebrief_awardsoct2007.pdf
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| Next Steps/Important Findings: Managers of integrated health must have a holistic view of people and health. Employees are a total package and come to the workplace with a variety of physical and mental characteristics, talents, skills, and motivations. It is the employer’s challenge to identify each employee’s value and determine how to optimize and keep the employee sharply tuned, interested in the work they are doing. This may include programs for professional / career development and diversity, as well as efforts to make employees feel valued and tied to the business. The integrated health team has philosophical support from management, but changing cultures is challenging and addressing health issues may be perceived as highly personal to some. Documenting outcomes will be important. |
