John Deere Health Case Study: Training Our Coaches

In 2008, after Optum acquired John Deere Health, a research study was referenced in a mandatory course, “Training Our Coaches.” The study was the basis on which a customer care solution to engage, motivate, empower, and activate members was taught titled, “Health care quality, geographic variations, and the challenges of supply-sensitive care” (Fisher & Wennberg, 2003). The study proposed an analytic framework for assessing quality in United States health care system (Fisher & Wennberg, 2003). However, the implications of the analysis were the necessity of a population-based approach to monitoring and improving the quality of health care (Fisher & Wennberg, 2003). As a result, Optum’s desire to facilitate customer care solutions with the objective to build coaching competency among the staff with proficiency, effectiveness, and a certification in coaching skills to promote consumer engagement, empowerment, motivation

As an organization of over twenty thousand professionals focused on delivering exceptional service to consumers and customers, our team’s mission remains the same as when the company acquired John Deere Health over ten years ago, helping people live healthier lives while making the health care system work better for everyone (United Health Group, 2017). When looking at more recent research studies, studies provide evidence professionals have not regressed to the paternalistic and minimal health care education services of the past (Aboumatar, Carson, Beach, Roter, & Cooper, 2013). The healthcare industry is continually researching how to coach individuals on health when the consumer is in a state of mind that they are able and willing to make decisions (Linden, Butterworth, & Prochaska,