Optimizing outcomes with integrated virtual care for physical and mental health needs
The new award-winning Smart Health virtual care program offers a convenient way for members to manage their health and wellbeing, with unlimited access to an integrated suite of six virtual care services supporting physical and mental health. Available at no cost to AIG UK members, Smart Health is available 24 hours a day, 365 days a year.
The health and well-being of Lowe’s associates and customers is a top priority and additional efforts were put in place during the pandemic. Virtual care benefits were extended to all associates, regardless of whether they were on a Lowe’s benefits plan or not. General medical, mental health, dermatology, and chronic condition management services provide access to whole-person virtual care and result in best-in-class health outcomes.
With world-class benefits designed to help Microsoft employees and their families live well, the company offers a robust spectrum of whole-person virtual care services to support physical and mental healthcare needs. By empowering those living with diabetes with personalized support and whole-person virtual care resources, participating members have achieved exceptional levels of A1c improvement.
CONSUMER EXPERIENCE & ENGAGEMENT
Empowering people to take care of their health with personalized virtual care
Delivering timely and seamless access to care during the pandemic, CVS Health was the first major health plan to waive cost sharing for all virtual visits for its Aetna members and also expanded virtual care access through MinuteClinic. As a result, members resolved a broad spectrum of health concerns while limiting potential exposure to COVID-19 and many people successfully engaged with virtual care for the first time.
Living its mission to make our world more human by connecting people, Telefónica Group launched pioneering telemedicine services in Brazil (Vivo Vida V) and Spain (Movistar Health) that empower consumers to connect with primary care doctors anytime, anywhere.
HEALTH SYSTEM ADOPTION
Deploying virtual care at its fullest potential to deliver high-quality care
Excellence in consumer care
Most pediatric sessions
Most neurology sessions
Most platform-enabled sessions
Most mental healthcare sessions
most sessions for patients in isolation
most critical care sessions
Most infectious disease sessions
RESILIENCE THROUGH ADVERSITY
Overcoming obstacles to support patients and care providers in challenging times
To support employees and their families during the pandemic, the company waived all virtual visit co-pays for physical and mental healthcare needs. Utilization more than doubled compared to the prior year and the program has been extended due to its success. A special Expert Medical Services program also provided access to infectious disease experts for support with COVID symptoms, direction to additional care as needed, and reassurance for those facing uncertainty following a COVID diagnosis.
As the UK’s leading provider of group insurance products, Canada Life recognized that small business employers needed special support during the pandemic. A rapid launch of the new WeCare service made a wide range of integrated virtual care services available to employees and their families including GP access, mental health and burnout prevention, bespoke nutrition and health coaching. High utilization and positive response have resulted in strategic program expansion.
In the UK, pediatric and neonatal surgeons from Alder Hey and neonatologists from Liverpool Women’s typically work side-by-side treating sick neonatal babies. When the COVID-19 pandemic restricted movement of staff between the two hospitals, the teams rapidly launched a virtual neonatology response program in weeks and empowered clinicians to safely and efficiently collaborate in care delivery without travel between sites.
Mount Sinai has been on the forefront of both treating and researching COVID-19 throughout the course of the outbreak in New York. With novel use cases, the hospital leveraged virtual care to treat patients, both inpatient and outpatient, and ensure safety for front-line healthcare workers.
The restaurant industry suffered significant losses since the COVID-19 pandemic began. To help active and furloughed workers stay safe and healthy, the National Restaurant Association and Optum offered Teladoc Health’s HealthiestYou services. Unlimited access to physical and mental healthcare helped members, including many who would have otherwise gone without access to care, during this challenging time.
When the lives of millions of students were disrupted by the pandemic, UHCSR extended virtual care services to ensure healthcare access was uninterrupted during this challenging time. Unlimited virtual visits from HealthiestYou helped members resolve healthcare issues and, importantly, mental healthcare concerns which were most prevalent in this critical age group.
HEALTH EQUITY & ACCESS
Breaking down barriers to care for under-served populations
Centene strongly believes that telehealth significantly improves access to healthcare for their most vulnerable populations. During the pandemic, the plan expanded telehealth capabilities to make high-quality virtual care available to millions of Medicare, Medicaid and Marketplace members nationwide.
Cincinnati Children’s deploys telehealth services that improve the health of children around the world and remove geographic obstacles enabling patients, families and care providers to interact directly with Cincinnati Children’s experts for access to specialty care, education and consultations. A new program recently expanded access to nearly 200,000 under-served children in Ohio.
Given the significant increase in demand for telehealth appointments during the pandemic – and the reality that many low-income individuals lack robust data plans – L.A. Care and Blue Shield of California Promise Health Plan enhanced community members’ access to high-quality health care through telehealth hubs in their jointly-operated resource centers. The plans also worked with Teladoc Health to deploy innovative community-level targeted marketing engagement programs to drive awareness and utilization of virtual care.
Accelerating virtual care’s adoption through bold vision and a commitment to excellence
Ann Asbaty CEO, Americas
Cigna International Markets
To ensure continued access to essential healthcare in the fight against COVID-19, Ann led efforts to quickly assist U.S. multinational corporations with large local employee populations in India. In a coordinated approach, Cigna activated local and global capabilities in less than 24 hours and delivered an agile solution that empowered thousands of individuals to connect with a health care professional who could safely and securely manage their care.
Stephen Klasko, MD President and CEO of Thomas Jefferson University & CEO of Jefferson Health
Widely recognized for pushing the boundaries of healthcare delivery and reimagining the patient experience, Dr. Klasko motivates, educates, and advocates for fresh thinking to solve some of the industry’s most complex problems. His leadership has a profound influence on shaping the future of care delivery and the bright minds of healthcare leaders for generations to come.
Don Mordecai, MD National Leader for Mental Health and Wellness
With Dr. Mordecai’s leadership, Kaiser Permanente pioneered an ecosystem of digital mental health and wellness solutions, provided via clinician referral and self-care pathways. The case study, published in NEJM Catalyst Innovations in Care Delivery, provides important learnings to support the integration of mental health apps in care and expand patient engagement with digital tools as part of an overall treatment plan.