Meet Kayla A health plan member’s journey to wellness

Hi, I’m Kayla! I really care about wellness and working out, getting outside, and have been at my first post-college job for a few months now. I haven’t had a primary care doctor since I was in high school, living with my parents. Now that I have health insurance through my job, I want to find a new doctor and see what screenings and checkups I need. I hope this might tell me why I’ve been a bit tired and sad lately. I also want to see if there are any low-cost health services I can use.

^{*To maintain member privacy, this care journey is hypothetical.}

Transforming care with a trusted partner

Kayla’s health plan selected Amwell to improve the member experience, simplify vendor management, provide whole-person care, and cut costs.

The health plan launched the unified Amwell platform under their own, trusted brand. They also selected Amwell’s integrated, fundamental care solutions: Virtual Primary Care, Urgent Care, Digital Behavioral Health, Dermatology, AMG Therapy, and AMG Psychiatry.

Day 1 Getting started

Kayla receives an email from her health plan about newly covered benefits and options, which used an Amwell-provided template and features the fundamental care solutions. She logs into her member portal, clicks to find a doctor, and moves seamlessly to the white-label Amwell platform experience.

Here, she schedules a Virtual Primary Care (VPC) visit with a provider of her choice for three days later. Kayla completes her health history, social determinants of health, and mental health questionnaires.

3 days later Primary care visit

Kayla connects with the Amwell Medical Group provider (AMG) who reviews her health history and goals and sees which programs and services Kayla is eligible for under her plan. The provider:

Recommends routine screenings that she is due for, including a cervical cancer screening with a self-administered HPV test and a one-time HIV lab test
Orders routine blood tests at a local in-network lab
Suggests Digital Behavioral Health and/or AMG Therapy for support with mild depression, both of which are covered benefits for Kayla

Kayla prefers to talk with someone as she works remotely and lives alone. She’s referred to AMG Therapy and receives a text to easily schedule her first session with a therapist of her choice.

5 days later Therapy begins

Kayla meets with her virtual AMG therapist two days after scheduling
She discusses her lifestyle, triggers, and personal goals
Together, Kayla and her therapist set a biweekly meeting schedule

1 month later Labs and results

Kayla completes her labs and screenings, as ordered by the VPC provider to close preventive gaps in care. Her provider receives and reviews the results through the Amwell platform and messages Kayla. She shares that Kayla’s cancer and disease screenings came back negative, but a blood test shows she has borderline iron-deficiency anemia and should prioritize iron-rich foods.

2 months later Ongoing support

Kayla has incorporated foods to boost her iron intake. Her VPC provider orders follow-up labs, and they find her iron levels are now within normal range. Kayla’s also continuing biweekly therapy sessions and:

Feels more energetic, hopeful, and supported
Has a plan for recognizing depression symptoms and coping strategies

A female member drinking water, doing better

4 months later Checking in

While her VPC provider monitors therapy appointment adherence, she also has Kayla fill out another mental health questionnaire and can see that her depression is getting better – her PHQ-9 score has significantly improved.

8 months later Progress update

Kayla notices a persistent, itchy skin condition. Through her member portal, she types that she needs care for a rash. The platform’s AI navigation feature generates Amwell Dermatology – one of Amwell’s fundamental care solutions – as a service option for Kayla, so she selects the button. She submits a photo and messages that she bought a new detergent and has had an itchy rash for several days.

Kayla:

Receives a skin allergy diagnosis the next day from the online dermatologist
Is prescribed an on-formulary steroid cream sent to her preferred in-network pharmacy
Picks up the prescription
Changes her detergent to one that mentions “hypoallergenic” based on the dermatologist’s advice

And her rash clears up in 48 hours.

1 year later Feeling supported, staying connected

She has her annual VPC visit, mental health questionnaire, and labs – results are all within a healthy range. Kayla:

Feels more energetic, optimistic, and content
Is enjoying her job and continues to make time for working out and getting outside
Has developed enough coping skills from therapy to stop regular sessions
Knows where to easily access in-network physical and mental healthcare and is more engaged with her own whole-person health

Her VPC provider reviews any concerns, asks about further skin issues based on her history, and any changes in health status or goals. Kayla feels confident managing her health at no additional cost to her through convenient digital interactions, and her health plan is able to offer her personalized, connected, whole-person care.

1 out of 3

Americans

don't have access to primary care (NEJM)
33%

lower healthcare costs

for US adults who regularly see a primary care doctor (PBGH)
4.9 of 5

stars

for member satisfaction with Amwell Virtual Primary Care providers

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Learn more about how a partnership with Amwell can enhance your digital strategy and member experience now and into the future, starting with our fundamental care solutions.