2020 was an extraordinarily challenging year for the global healthcare system. COVID-19 quickly spread worldwide, placing an enormous strain on hospitals, healthcare workers, and healthcare groups and services. Hospitals overflowed with COVID-19 patients, leaving very little room for routine screening or well visits. Recognizing the emerging healthcare risks, the MediGuide leadership team leapt into action to devise a plan to support our members through a very daunting and uncertain time.
MediGuide created an opportunity for our members who were diagnosed with COVID-19 to have a virtual visit with one of our telehealth specialists. At a time when people often felt overwhelmed by a positive diagnosis as well as limited access to reliable information, these members were able to call and speak with an expert physician and receive accurate answers in response to their concerns.
Preventive Health Program
Taking into consideration the massive reduction in preventative screenings and wellness visits that took place during the pandemic, MediGuide created a new service line called the Preventive Health Program (PHP). PHP allows our members to have a health risk screening, online, from the privacy of their own home. The result is a customized and comprehensive report based on a member’s current health status and health history. The report highlights ways to focus on prevention to supplement pandemic-induced gaps in primary healthcare. Moving forward, PHP will facilitate overall wellness for our members by highlighting clear and customized prevention pathways specific to a member’s personal medical information.
Along with physical wellness, MediGuide also recognizes the fundamental importance of psychological wellbeing. This area of healthcare can be highly stigmatized and misunderstood, and people often go years without the support they need.
In the past, MediGuide was unable to support our members with mental health with its medical second opinion service, but with expansion to specialty telehealth, we can now do so. We created a simple process in which our members are able to connect with board certified psychiatrists from their homes. The service has been very well received by our members and largely utilized. We are looking forward to continuing to assist in the mental wellbeing of our members for years to come.
MediGuide Year in Review
Key Performance Indicators (KPIs):
A comparative overview (2018 – 2020) of patient satisfaction, MSO turnaround time, and MSO case impact
The top 10 medical conditions we support with MSO
The top 10 world-leading medical centers chosen by our members from our network
The COVID Effect on MSO Impact
As stated above, COVID-19 had a massive impact on the global healthcare infrastructure in 2020, and that was no different at MediGuide. As a result of the global pandemic, we saw a decrease in case utilization including cases where we could make a major impact. For example, our members utilized us for COVID-19 inquires, for which we were able to provide support, but unable to make a major impact on. Major contributing factors include:
Decreased access to healthcare
Undiagnosed medical conditions
Surgeries identified by hospitals as non-urgent were postponed
Different types of cases
Regardless of the decrease in service utilization, each time a member called, we were successful in guiding them to the best possible solutions.
2021 and beyond
MediGuide recognizes the healthcare delivery challenges in the current COVID-19 climate and we want to continue to create opportunities for new thinking and technological innovation to accelerate and enhance digital health services.
In 2020 we streamlined our TeleHealth offering and introduced our online Preventive Health Program. People suffering from the effects of social isolation, for example, can now reach out and connect with a healthcare professional to support and guide them through difficult times. Likewise, doctor visits and routine checkups can occur remotely, resulting in early detection and potentially better health outcomes.
MediGuide remains dedicated to ensuring our members always have the best possible access to healthcare information to maintain their highest level of wellness possible.
2021 is designated by WHO (World Health Organization) as the International Year of Health and Care Workers. We give tribute to health and care workers around the world - the backbone of healthcare services.