Lupin 2023

Consumer-driven health care takes center stage

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MORRISTOWN, N.J.— “Retail clinics have become mainstream and are helping expand access to high-quality and affordable care,” according to Tine Hansen-Turton, executive director of the Convenient Care Association.

Hansen-Turton delivered her remarks in a presentation titled  “The Value Proposition of Convenient Care and How Retail-based Healthcare Clinics Can Build a Culture of Consumer-Driven Healthcare” at the first annual North American Conference on Consumer Healthcare and OTC Medicines, held here recently.

The Nicholas Hall Group of Companies and Everything Health LLC hosted the two-day event that brought together leaders in the health insurance, pharmaceutical, consumer health care, retail, policy, research and consulting ­industries.

Jamie Grace_Alex Hurd_Walmart

Walmart’s Jamie Grace and Alex Hurd discuss health care solutions.

Hansen-Turton said the benefits of retail clinics include easier access to health care services, lower costs, improved quality and better continuity of care for patients. “More than 30% of the population now lives within a 10-minute drive of a retail clinic, underscoring the inherent convenience of these providers,” she noted. “Among the advantages they provide to hospitals are after-hours care and a lower-cost alternative to crowded emergency departments for non-emergent cases.”

Hansen-Turton also pointed out that the business has been transformed into a consumer-driven industry. “The business model has evolved in scope of services to meet the needs and demands of consumers,” she said. “We are faced with an aging population and, as the cost of health care rises, boomers are turning to retail health for both primary care and over-the-counter medications at an increasing rate. The alignment between O-T-C and retail clinics represents a great opportunity for the ­industry.”

“Retail is becoming a key driver for health care solutions, and Walmart continues to build on our commitment to make health care and healthier food choices more affordable and accessible for our customers,” commented Alex Hurd, senior director of health and wellness transformation at Walmart, during a joint presentation titled “The Role of Retail in Access to High Quality Care at Lower Costs.”

Hurd pointed out that rising health care expenses represent a growing burden for the American consumer. “With all that is going on in health care today, we are on a pretty bad trajectory and we need to provide consumers with some alternative solutions,” he said. “Walmart continues to put customers first and support them by focusing on easier access to high-quality care and products at lower costs.

“We are constantly looking at potential solutions, partnerships and new approaches for this ecosystem.”

Hurd then offered examples of some partnerships and programs that the retailer has launched in this area. “With our Wellness Days, we bring nurses into our stores to offer free screenings. For 30% of the people that got a screening, it was their first visit to a health care facility in nearly 12 months.”

He pointed out that to help bring simplicity to the changing health insurance market, Walmart is selling health care insurance in some stores under the program Healthcare Begins Here. “It’s an in-store program designed to educate customers on health insurance options. Thus far, we’ve enrolled thousands of customers and also educated many more than that.”

He added that a new partnership with Quest Diagnostics offers customers the ability to get lab work done conveniently, among other health services. The program, which will be available in about 15 Walmart locations by the end of the year, provides lab testing and, eventually, a broader range of health care services.

“The new Quest sites will continue our expansion of health care services,” Hurd said. “Partnerships like these are part of Walmart’s ongoing efforts to broaden health care services and provide options for our ­customers.”

Jamie Grace, senior director and merchandise manager at Walmart, also talked about the Wellness Day program and the work it is doing with the American Diabetes Association to offer support to people who are at risk for developing type 2 diabetes.

“Since we had our first Walmart Wellness Day event, we have provided about 1.1 million free health screenings to people across the country,” he noted. “These events have helped countless individuals uncover existing health problems, including high blood pressure, signs of diabetes and other potential illness, and then see a doctor. We have also been able to lower costs on diabetes testing supplies and make them more affordable.”

The event also included a panel discussion on “Establishing Collaborative Relationships with Payer, Retail and CPG Entities to Put Consumers First and Deliver Superior Outcomes.” The panel included Colleen Lindholz, president of The Little Clinic and Kroger Pharmacy, along with Chris Jobes, director of retail health and wellness at Johnson & Johnson Consumer Products Inc. (J&J).

Lindholz talked about how Kroger Co. and The Little Clinic are working on collaborative programs with UnitedHealthcare and J&J to help create a more health-conscious customer. “Our mission at retail is to engage and educate our customers on health care, whether it be at the pharmacy or down the produce aisle,” she said. “It’s all about building relationships. A healthier customer creates a healthier population.”


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