Cigna integrates personalised and curated care with enhanced Musculoskeletal Programme

Members are happy about the insurance company’s latest innovations for musculoskeletal care.

Seven in 10 Singaporeans experience pain in at least one body part, consistent with the global finding that musculoskeletal (MSK) diseases account for the greatest proportion of non-cancer persistent pain conditions globally. In response, Cigna Singapore has embarked on a collaborative and integrated solution to further innovate and enhance its MSK care capabilities through its MSK Care Programme.

Bringing together varying viewpoints and expertise from Cigna’s APAC clinical leaders, Clinical Operations teams, and Cigna International Markets Data & Analytics team, Cigna Singapore aims to significantly improve convenience, health outcomes, cost containment, and informed decision-making. 

Through a one-stop solution with a cashless facility, Cigna hopes to personalise, guide, and streamline care journeys to avoid duplication and help patients navigate better. This will also help contain costs, through fewer claims and healthcare spending within Cigna’s selected providers. Assigned case managers are also expected to contribute to better decision-making, through improved understanding of each patient.

Furthermore, Cigna Singapore harnesses data analytics and predictive modelling in this holistic solution which integrates personalised and curated care. Cigna is able to identify members with a high risk of undergoing MSK-related surgery as early as possible so that clinical teams can proactively guide patients towards better clinical outcomes.

“To accomplish this, we built a machine learning model that identifies members who have made their first MSK-related claim. It then uses the first 15 days of MSK claims data to predict risk levels and the probability of them undergoing an MSK surgery within the following year. From there, we are able to reach out to high-risk members for clinical intervention and proactively manage their conditions through non-pharmacological methods before their condition worsen,” said the company.

As a forward-looking company that places emphasis on agility, Cigna is also assessing the Programme’s effectiveness across three key areas: affordability, member satisfaction, and operational expense. At present, the programme has received good reviews from members and providers, with an engagement rate of 41.2% and an above-average Net Promoter Score at 50%. 

For its accomplishments with this Programme, Cigna Singapore received the Integrated Insurance Product of the Year  - Singapore award at the Insurance Asia Awards 2021.

“We are eager to use this experience to expand and enhance our care programmes, eventually adopting a more flexible approach that will allow us to bring this to a much larger audience across multiple channels and specialties. Ultimately, we are dedicated to creating a comprehensive care ecosystem that is capable of promoting greater health awareness, better clinical outcomes and self-care management to our members, whilst also allowing us to enhance our clinical operations and provider relationships,” the firm added.