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1、HEALTHCARESOLUTIONSHOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARECONSUMERSIN THIS PAPER 2INTRODUCTION 4CARE KITS:A PRACTICAL GIFT 5DIVERSE KITS FILL GAPS IN HEALTHCARE 8CARE KITS HELP BUILD LOYALTYHOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /2HE
2、ALTHCARESOLUTIONSINTRODUCTIONHealthcare its one of the many industries to experience considerable pandemic disruption.The upshot?Care providers and healthcare organizations are facing an opportunity to cater to consumers like never before.New concepts around how people receive care have emerged,and
3、we know that some of these changes are here to stay.This new type of patient-provider engagement,along with more changes in how healthcare happens,has given rise to a number of new tools and strategies that can help drive both consumer loyalty and better health outcomes.Its wise to take a step back
4、and“think outside of the office”when seeking new ways to provide value to members and patients.Health happens at home,at work,and everywhere in between.Its worth thinking about what kinds of additional services and capabilities you deliver to augment healthcare experiences that happen not clinically
5、,butelsewhere.A survey published by Forrester estimates that the virtual care market will reach$43billion in 2021,with up to 440 million virtual encounters.*Fo rrester Analytics Consumer Technographics US Omnibus Q4Survey,2020Access toServicesHomeEnvironmentSocial Determinantsof HealthWorkEnvironmen
6、tHEALTHCARECONSUMEREating HabitsActivity LevelSleep HabitsDrug AdherenceHydrationAlcoholConsumptionSmoking HabitsStress LevelSocial InteractionsQuite simply,people need support with mental health,eating well,and exercise,to name a few.Providing practical,real-life support to healthcare consumers has
7、 been shown to surprise,inspire,and even delight the people whoneeditmost.How does this support take shape?It could literally take the form of a physical box,one containing purposefully assembled items designed as a“care kit.”HEALTH HAPPENS OUTSIDE THE DOCTORS OFFICEHOW CARE KITS CREATE MEANINGFUL O
8、PPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /3HEALTHCARESOLUTIONSWith tools for improving engagement and supplementing healthcare experiences,a care kit can sometimes fill the gap between provider care and healthier outcomes.Care kits that are created for virtual visits,for example,contain several
9、implements that can capture valuable data points that would otherwise be missing:a thermometer,an oximeter,a scale,and a fitness tracker.These tools give clinicians a better understanding of a patients physical state,leading to a better overall virtual visit.And,by and large,people enjoy receiving n
10、ew devices that they can use indefinitely.Example:Telemedicine at-home tool kitCARE KITS:APRACTICAL GIFT HOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /4HEALTHCARESOLUTIONSDIVERSE KITS FILL GAPS IN HEALTHCAREFor example,a diabetes care kit can engage members and provi
11、de support toward the prevention of further complications.Its not surprising that reactions from members who receive these kits are very positive.HOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /5Patients dont necessarily have access to the tools they need to adhere to
12、care plans related to their illnesses,conditions,or surgeries.Toaddress this gap in care,healthcare organizations can provide“episodic”care kits.Those who have been given a new diagnosis or cope with chronic conditions can benefit from kits that educate consumers and improve their care.Episodic kits
13、 contain valuable content to sustain long-term positive outcomes when it comes to:HEALTHCARESOLUTIONS Diabetes care and prevention HIV wellness Pre-and post-operative Healthy mom andbaby Smoking cessation Heart health Mental health Healthy weight Mental health Sleep health Oral healthSelecting what
14、goes into these care kits calls for an approach similar to medical device distribution.Instructions for use(IFU)is an essential component.Proper guidance is key to making the kits usable.Compliance is critical,too.Kit items considered cGMP or FDA-regulated have to be handled safely,with necessary tr
15、acking and tracing capabilities in place to facilitate recalls or identify expiration dates.Care kits present a safe,purposeful,and legally sound opportunity to foster relationships with loyal,healthier consumers.HOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /6HEALTHC
16、ARESOLUTIONSDIVERSE KITS FILL GAPS IN HEALTHCAREFROM NEW MEMBERS TOSUSTAINING MEMBERS,CARE KITS CONNECT AT THE RIGHT TIMEKits can create patient and member satisfaction.But when and where do these experiences happen in order to drive value for them?This illustration shows points along the member jou
17、rney where kits can play a meaningful role.At the acquisition stage,where new members are recruited,care kits can represent a healthcare organization and let prospects sample the experience it intends to deliver.When onboarding that new member,kits can serve to support a terrific kick-off to thememb
18、ership.If a member experiences a change in health status,the right care kit can help support them going forward.A kit can also be geared toward chronic condition management for a given diagnosis or post-operatively to ensure a successful recovery.Providing health tools shows that members are valued,
19、shaping their opinions of the organization in a positive way.HOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /7HEALTHCARESOLUTIONSAcquisition Group Enrollment Fairs Post Meeting Engagement Community Events Broker EngagementOnboarding New Member Welcome Return to Work/Sa
20、fety Specific Program Onboarding Employee OnboardingHealth&Wellness Chronic Conditions Life Event Plan Utilization Pre and Post OperativeLoyalty&Retention Annual Enrollment Win Back Programs Birthday+Plan Anniversary At Risk SegmentKITS WITHIN THE MEMBER JOURNEY1423CARE KITS HELP BUILD LOYALTYBrandi
21、ng and messaging are part and parcel of the kits packaging,and the resources dont end with the kit itself.There is a practical way for recipients to access additional information;a QR code(no need to download an app)can drive users back to a landing page or a program with information about the kits
22、contents.The right messaging and the right packaging are fundamental from a marketing and educational standpoint.Connecting users to further support takes them one step further in the membership journey.Many of the care kits sent to consumers in 2020 addressed COVID-19 and the flu season.The DEFT re
23、search group,specializing in Medicare consumer insights,conducted a study around the impact of these COVID/flu kits.*The study showed that Medicare Advantage members opinion of their health plan improved by 59%based on whether or not theyreceived a kit.HOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES T
24、O SUPPORT HEALTHCARE CONSUMERS /8HEALTHCARESOLUTIONS17%B20%B22%21%15%9%How did/would insurer sending COVID-19/Flu kits change opinion of them?Improve a great dealImprove quite a bitImprove a littleNet Positive Change in OpinionHave Received:59%B Have Not Received:45%Have Received Have Not Received*D
25、eft Research,2020 Medicare Member Experience and Engagement StudyHEALTHCARESOLUTIONSHOW CARE KITS CREATE MEANINGFUL OPPORTUNITIES TO SUPPORT HEALTHCARE CONSUMERS /9CARE KITS:APRACTICAL GIFTCreating unique experiences that address a variety of different health-related needs has a lasting,positive imp
26、act.Awelltimed care kit shows that a healthcare organization understands its members.Providing the right care experience and the right time puts members at the center of care.Incorporating care kits into a larger,ongoing program can drive better outcomes.Weaving care kits into a curriculum of supple
27、mental programming fills the gap for people who have limited access to resources.According to the DeftResearch study:“In future years,carriers may want to continue sending COVID/Flu kits(assuming COVID19 is here to stay),and also apply the practice to other types of illness or procedures,such as pos
28、tsurgery wellness kits or preventive screening prep kits,for example.Plans may want to explore this concept as a strategy for buildingloyalty.”2022 R.R.Donnelley&Sons Company,all rights reserved.RR DONNELLEY,RRD and RRD(Stylized)are trademarks or registered trademarks of R.R.Donnelley&Sons Company.All other trademarks are the property of R.R.Donnelley or their respective owners.CLOSE THE GAP IN AT-HOME CARE.by reimagining the care experience.Learn how at