MAPFRE España - Insurer Innovation Award 2024
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MAPFRE España - Insurer Innovation Award 2024
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MAPFRE España - Insurer Innovation Award 2024
- 2. It is not new that the COVID-19 pandemic was a driving factor for change and transformation in the health field. Before that we had already experienced several waves of digitalization of the sector. From the digitalization of hospital and institutional management systems, through advances in artificial intelligence that initiated the disruption in diagnosis and treatment allocation systems, to the digitalization of the doctor-patient relationship (telemedicine). Home health is here to stay, giving way to solutions that use artificial intelligence to offer personalized programs and treatments that the user performs on their own and, at their own pace. Along these lines, MAPFRE has launched DIGITAL REHABILITATION DIGITAL REHABILITATION
- 3. Launched in May 2023 in Spain, DIGITAL REHABILITATION is a transforming phygital service that, using AI, allows patients to complete the treatment carried out in consultation from home and do the exercises prescribed by the physiotherapist, guided by voice or through a virtual approach. The objective is to avoid abandoning therapies and to make treatments more effective. Through a website/app, patients, from any device, can receive personalized online treatment to recover, for example, from a shoulder injury, know if they are performing the exercises correctly or not and receive a report with the evolution of their recovery, supervised by the physiotherapist, with whom they will also have direct communication through technology. With this solution, MAPFRE positions MAPFRE's physiotherapy service in a territory of leadership, modern and cutting-edge value. Furthermore, it contributes efficiently to the patient's rehabilitation process, positioning the user at the center of their recovery, being the protagonist in their treatment. DIGITAL REHABILITATION
- 4. _ Greater productivity: More efficient service, allowing your professionals to treat more patients in less time. _ Greater adherence to treatment: Thanks to the monitoring of the solution, patients always feel accompanied and their adherence to exercise increases. _ Better user experience: Thanks to remote accessibility, available at any time and from the comfort of the user's home; the project also offers personalized treatment. _ Reduction in service costs: Capable of reducing the costs of your rehabilitation service by up to 50% in terms of travel and time. _ Continuous monitoring of patient progress Uniqueness of the project DIGITAL REHABILITATION
- 5. Response to a specific issue This solution represents the power of AI at the service of health. At MAPFRE we take care of what matters to you by offering our users a pioneering digital physiotherapy service from the comfort of their homes. At MAPFRE, we have focused on the doctor-patient relationship and digital therapies that complement medical care, improving their experience while promoting system performance. Technology has taken on a special role, and the healthcare ecosystem is currently immersed in a digital transformation. Digitalization allows us to expand and scale the offer with some ease and allows us to go further (geographically), offering a greater portfolio of services and care modalities. Technological advances provide citizens with tools to have more knowledge and control over their well-being, making them an active part of prevention and the path to better health. At the same time, they allow insurers to build a closer relationship with users at higher risk, offering them support and personalized offers. Challenges The main challenges have been to get the value proposition to both internal and external clients. We still have a long way to go in the digitalization of Health services. It is difficult for professionals to include a new way of working and for clients to understand and trust. The pilot was undertaken in four months and was iterated based on the needs and feedback provided by physiotherapists and patients. The core work team was fundamental in the design, conceptualization, start-up and monitoring of the pilot. Innovation experts, medical professionals, medical center managers and physiotherapists were the profiles that were part of the success and learning of the pilot. DIGITAL REHABILITATION
- 6. _ The discourse of patients and physiotherapists evolves from a perception of the service as novelty, to a positioning of it as a service that is assumed to have. _ Makes customization easy. It includes a multitude of exercise ranges, which helps to be more precise depending on the specific characteristics of each patient. _ Customer retention: 80% of patients who used the service completed the mixed treatment. _ Efficiency: This solution allows you to reduce the costs of your rehabilitation service by up to 50% in terms of travel and time. _Cost savings: allows you to reduce the costs of the rehabilitation service in terms of travel and time by up to 50%. _ Customer experience/satisfaction: 9/10 _ This solution positions MAPFRE's physiotherapy service in a territory of leadership, modern and cutting-edge value. _ DIGITAL REHABILITATION contributes efficiently to the patient's rehabilitation process, positioning the patient at the center of their recovery and being protagonists of their own recovery. Results DIGITAL REHABILITATION
- 7. Thank you