TRENDS
Virtual-First Care Insurers are investing in virtual-first health plans as a way to provide more options, convenience for consumers. By Pete Mercer
All it took was a pandemic. Among many other things, the coronavirus pandemic revealed the fragility of our
healthcare infrastructure in the face of a massive disruption. Accessibility weaknesses laid bare, primary care and physician offices had to think of a creative way to ensure that their patients received the care that they required, while maintaining COVID safety protocols. In an effort to keep people as safe as possible, many primary care offices moved services to virtual appointments that allowed patients to be seen at the height of the COVID-19 surges.
Virtual health care is a precious commodity in a time when access to health care is more strained than ever. McKinsey conducted a study in July that found that “telehealth utilization has stabilized at levels 38 times higher than before the pandemic.” Not only is telemedicine a valuable resource for those who need it, but it’s becoming more popular as people see the benefits of leveraging virtual care for their needs. Cigna recently announced that it is significantly expanding access to covered virtual care services for millions of customers. After the recent acquisition of MDLIVE by Evernorth, Cigna’s health services business, Cigna is pushing to be an 36
January 2022
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innovative provider of virtual care services at a time when people are most interested. In a media release, Dr. Cynthia Zelis, chief medical officer at MDLIVE, said, “Together, we are creating a best-in-class, coordinated virtual care experience for millions of patients – improving each person’s unique health journey with support from a wide network of providers.” Despite its inherent limitations, virtual health care provides patients and providers with a unique opportunity to maintain a consistent level of care in a time rampant with inconsistency. In the height of the pandemic, telehealth was a critical tool for primary care practitioners who
had to close their offices. Even if the standard of care isn’t quite the same as when patients are in the office, virtual care affords the patients an opportunity to be seen from the comfort of their own home and the convenience of their own schedule. Heather Dlogolenski, senior vice president, Solutions, Cigna, said in a media release, “At Cigna, we are constantly innovating our plan designs to meet the needs of our customers while continuing to make health care more affordable, predictable and simple. Expanding into virtual-first health plans is the next step in providing a convenient and comprehensive care experience.”
How it works Beginning in January 2022, all Cigna customers who are enrolled in employer-sponsored plans will have access to MDLIVE’s network of virtual primary care providers for routine care visits, sick visits, prescription refills, or to follow up on a condition that wasn’t addressed during a wellness visit. In addition to the virtual care visits that Cigna customers can schedule at their convenience, it will also seamlessly transition to an in-person visit as needed.
