Why has Signify Health's in-home health evaluations completion rate dropped by 15% in the last quarter?

Introduction

Signify Health's 15% drop in in-home health evaluations completion rate is a critical issue that demands immediate attention. This decline directly impacts the company's core service offering and could have far-reaching consequences for patient care, revenue, and market position. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% drop been compared to the same quarter last year?

Why it matters: Seasonal variations could explain the decline and impact our solution approach. Expected answer: Yes, it's been compared and the drop is still significant. Impact on approach: If seasonal, we'd focus on optimizing for known patterns; if not, we'd investigate other factors.

• Considering potential changes in patient demographics, have we seen any shifts in the age or health status of our target population?

Why it matters: Changes in patient demographics could affect willingness or ability to complete evaluations. Expected answer: There's been a slight increase in older patients. Impact on approach: If confirmed, we'd need to tailor our approach for an older demographic.

• I'm curious about our operational capacity. Has there been any reduction in our workforce or changes in scheduling practices?

Why it matters: Operational issues could directly impact our ability to complete evaluations. Expected answer: No significant changes in workforce or scheduling. Impact on approach: If no changes, we'd focus more on patient-side factors or external influences.

• Thinking about recent product changes, have we implemented any new technologies or processes in our evaluation procedure?

Why it matters: New technologies or processes could create friction in the evaluation process. Expected answer: A new digital health assessment tool was introduced last quarter. Impact on approach: If confirmed, we'd investigate the tool's usability and impact on completion rates.