The health insurance industry is undergoing a rapid transformation. Escalating healthcare costs amidst a diverse global demographic has presented a multitude of challenges for insurers in meeting member needs on a global scale. Moving towards a consumer-centric healthcare model, patients are demanding increased control and cost transparency, as well as services which are further connected and accessible through the implementation of new technologies.
One of the industry’s largest and most prominent international health benefits providers, Aetna International has developed world-class health management solutions for governments, corporations and providers worldwide, providing health benefits to more than 800,000 members. Part of Fortune 100 company, Aetna, the business has stepped up its game in the development of products, services and programmes to cater to its international market.
Running the company’s evacuation service, Medical Director, Mitesh Patel remains passionate about providing exceptional member support, which includes keeping abreast of all new health trends and technologies. Still practising in emergency medicine, he explains that its evacuation services remain a unique selling point for the business.
“Our evacuation business is completely in-house and decisions are made in real time. I also oversee the care management programme, ensuring that members get the right treatment, at the right place and at the right time,” he says.
“Through the care management programme, we have a particular focus on people with chronic diseases, such as diabetes and high blood pressure, but also the more serious end of the spectrum, such as those with cancer or chronic high-cost conditions. Our programme ensures there is a dedicated nurse where members are then able to establish an ongoing relationship. They are able to navigate members through a complex healthcare pathway, but also act as a point of support through the process.”
Many members, particularly in developing countries are still unable to gain essential information surrounding long-term conditions, such as cancer, or if they are in the final stages of life. Patel explains that having a dedicated person that patients can speak to inhouse at Aetna International is therefore essential in enabling the ability for difficult conversations to be had in place of a medical professional who may remain reluctant to discuss.
“It starts with the basics: trying to find out what they’ve heard about their condition and what the doctors have told them and sourcing ways in which to help. Giving people time is important once that conversation is had. After a couple of days to reflect, we will then call back to see how they’re feeling and if they’ve got any questions,” he explains.
“Often, customers don’t want to hear this kind of news from an insurance company because that should be the doctor’s role. However, we’ve often found that once members have got over the initial shock, they are very appreciative. Once they know what’s happening, they can then plan the rest of their lives.”
Through its pre-authorisation process, the insurer also works to help identify medical conditions, cases and treatments with members in collaboration with medical professionals to source the right solution. The aim of Aetna International is to undertake what is best for its members, making sure they’re not being over-treated or having unnecessary surgeries in ensure a higher quality result and increased member satisfaction.
However, the number of people affected by lifestyle diseases, such as atherosclerosis, obesity and diabetes are also placing significant pressures within health insurance and rising member costs. Tackling this head on, Aetna’s Care Management Programme has sought to identify these members and appointing nurses to outreach, provide advice on disease management, how to be compliant with medication, as well as assess member diet and lifestyle choices. The number of people with diabetes, for example, has increased from 108mn in 1980 to over 420mn in 2014 – a figure which is significantly rising. The World Health Organization (WHO) has even projected that diabetes will be the seventh leading cause of death by 2030.
“We provide general health and well-being advice so that people who are at risk of potentially getting diabetes or are developing conditions can take action to modify their lifestyles,” says Patel. “I think the biggest value for money long-term is taking this right down to school level. This would have to be done by governments, where we could definitely advise. Teaching children to lead a healthier lifestyle, where children will inform their parents, will become full circle.