The New Discovery Health App and Health Ecosystem Qorus Innovation in Insurance Awards 2024 - Winner

Discovery Health has recently launched the Health App, a cutting-edge healthcare platform that delivers comprehensive healthcare services to our members. The app not only allows members to manage their medical aid plans, find providers, submit claims, and track their Vitality® Active Rewards, but also offers in-app access to a range of innovative services including virtual consultations, online pharmacy services, and digital access to electronic health records. Additionally, the app facilitates interactions between members and providers, including Virtual Urgent Care, Mental and Physical Health Digital Therapeutics (DTx’s), booking wellness assessments, and e-scripting with medicine delivery. It also provides direct access to a curated selection of third-party ecosystem tools and offerings such as digital therapeutics and connected medical devices, enhancing the overall healthcare experience for members.

The COVID-19 pandemic catalysed a seismic shift in digital healthcare, accelerating trends that reshape global healthcare delivery. In 2024, the sector thrives on technology, patient-centric approaches, and the enduring impacts of the pandemic, fostering a rich environment for innovation. Care at home and remote diagnostics have become more prevalent, powered by wearables and virtual technologies. These advancements not only broaden access to healthcare but also encourage patients to actively manage their health.

Artificial Intelligence (AI), particularly Generative AI, is transforming the healthcare landscape by improving diagnostic accuracy, enhancing patient monitoring, and optimizing treatment outcomes across various sectors. The pandemic has highlighted the critical need for healthcare data sharing, advocating for a more interconnected ecosystem.

Trends in Virtual and Remote Care The recent surge in remote healthcare, driven by global events, has led to a notable reduction in healthcare costs and improved patient experiences through enhanced convenience and accessibility. This growth is backed by technological innovations like sophisticated telemedicine platforms and AI-powered diagnostic tools, offering more personalized healthcare solutions. A critical factor in this evolution is addressing the issue of unnecessary, costly emergency room visits and admissions due to the lack of immediate access to medical advice for urgent care needs. With nearly 48% of emergency room visits between 2019 and 2021 being for non-emergency needs, the adoption of Virtual Urgent Care (VUC) services has become a pivotal strategy. VUC aims to match patients with the appropriate level of care, effectively cutting down these unnecessary visits by about 50%.

In line with these developments, we have meticulously designed the features of our Health App to align with key objectives, including enhancing the customer experience, streamlining the delivery of care, and deepening our understanding of how users interact with the app. By providing our members with comprehensive information and resources, we are empowering them to manage their health more effectively and efficiently.

Trends in AI-based symptom checkers Determining the most suitable care for a member based on self-assessment can significantly reduce the costs and frustration associated with misdirected care, thereby improving overall care efficiency. The Health App's collaboration with Diagnostic Robotics® is a notable example, enhancing clinical effectiveness and cost-efficiency through an AI-powered symptom checker. This tool processes vast datasets, including electronic health record (EHR) information and billions of data points from the US and Israel, aiming to boost patient outcomes and lower healthcare expenditures. This platform aids in clinical intake processes, offers diagnostic suggestions, and calculates hospitalization risk scores, assisting healthcare providers in navigating patients towards optimal care paths and potentially cutting healthcare costs by up to 47%.

Trends in Mental Health and Digital Therapeutics (DTx) Recently, the world has seen a marked increase in mental health issues, particularly following the COVID-19 pandemic, reflecting a global trend toward higher rates of depression and anxiety. This upsurge, combined with a worldwide shortage of healthcare professionals, highlights the urgent need for innovative, tech-based solutions to improve access to mental health care. In response, Discovery’s collaboration with Amwell®, through the use of the SilverCloud® platform, represents a targeted effort to confront these challenges directly. SilverCloud® offers a digital mental health and well-being platform that has reached over a million users worldwide. The platform has demonstrated substantial success, with approximately 65% of its users experiencing significant improvements in their condition. Specifically, it has shown that 56% of users diagnosed with depression or anxiety symptoms became diagnosis-free within three months of using the service. This initiative marks Discovery Health's commitment to providing comprehensive, accessible, and effective mental health care, leveraging digital solutions to meet the increasing demands for mental health services.

Trends in Virtual Physical Therapy (VPT) and Digital Therapeutics (DTx) Discovery's decision to incorporate Virtual Physical Therapy (VPT) into its offerings, through a strategic partnership with Genie Health®, is underpinned by compelling research, trends, and internal data highlighting the critical need for innovative solutions in the management of musculoskeletal (MSK) conditions—the leading cause of disability worldwide. These conditions represent a significant financial burden for health plans, with evidence suggesting that over 80% of recovery occurs outside clinical settings.

Today, a substantial gap exists in rehabilitation adherence, with 70% of patients not completing their programs and 82% not following their prescribed regimens. Genie Health's® platform addresses these challenges by offering a digitally integrated solution that connects patients with physiotherapists and biokineticists dedicated to providing comprehensive, technology-driven rehabilitative care. The collaboration is poised to redefine MSK care by ensuring round-the-clock access to personalized rehabilitation services, fostering better adherence, reducing the need for specialist referrals, and potentially decreasing the rate of unnecessary surgeries.

Population Health Management (PHM) and Primary Care Provider (PCP) Trends International research and Discovery claims data unequivocally highlight the benefits of maintaining a long-term relationship with a single primary care provider (PCP), showing that it not only enhances the coordination of healthcare services but also improves outcomes and lowers medical costs. Recognizing these benefits, Discovery encourages members, especially those with chronic conditions, to nominate a PCP who will serve as their main contact for accessing healthcare services. To support this initiative, Discovery has leveraged digital technology, developing tools within the Health App for members and Health ID for doctors. These tools facilitate the nomination of a PCP by prompting members to select a provider based on their history, helping them search for a new doctor within the network, and ensuring visibility of the chosen PCP for both members and doctors. Furthermore, Discovery aims to make it more appealing and simpler for doctors to adopt the PCP role by offering value-based incentives. This is complemented by Population Health Management (PHM) capabilities that provide doctors with crucial health metrics and insights, allowing for better population management and enabling PCPs to determine a member’s eligibility for care programs.