A message from Bernard Lord, Medavie CEO:

As a national health solutions partner that integrates benefits management, health management and health care delivery, Medavie has a unique lens on Canada’s health care landscape. From our perspective, it’s a landscape that continues to evolve due to a persistent pandemic, increased demand and new innovation including the ongoing digitization of some health services.

As the pandemic continued through 2021, we persevered, putting the wellbeing of Canadians at the centre of everything we do, exercising the flexibility and adaptability that has carried us through this ongoing period of uncertainty. This has enabled important progress in achieving better health outcomes, patient satisfaction and client experience, as well as cost-effectiveness.

We continued to strengthen strategic partnerships, invest in new technologies and adopt innovative, collaborative and holistic solutions that address some of the most pressing health care challenges ― from pervasive levels of chronic disease and mental illness to increasing costs and long wait times for care.

Integrated care

As a national leader in primary health care solutions and Canada’s largest contracted provider of EMS management services, we remained focused on delivering integrated care programs and bringing high-quality care to patients directly in their homes and communities.

Our strong commitment to care and our patient-centered approach is garnering attention and leading to an expansion of the depth and breadth of our operations ― to the farthest reaches of our country.

Through our Indigenous Services Canada contract, we continued to provide paramedic service and direct patient care to members of Canada’s northern Indigenous communities, with over 300 rotations completed since May 2020.

In Saskatchewan, we welcomed a new addition to our family ― Medavie Health Services (MHS) West-Moose Jaw ― to strengthen our presence, and our service, across the prairies and in Ontario, we expanded the local Community Paramedicine program in Chatham Kent to aid patients on long-term care (LTC) wait lists and other clinically complex patients.

Vaccine rollout

Since the pandemic began, our Medavie Health Services teams have played an active and essential role on the frontlines of the pandemic. We continue to manage COVID-19 vaccination rollouts in long-term care facilities and through mobile clinics, as well as operate provincial border screening and mobile testing clinics across the country.

Our mobile integrated health model is a fine example of how community care teams ― including paramedics, nurses and other clinicians ― are working together to ease emergency department visits, reduce hospital admissions and expand long-term care options for vulnerable and underserved populations.

Mobile integrated health model

In 2021, this model was embraced by the Province of Prince Edward Island which partnered with Medavie Health Services to launch a mobile mental health response service providing rapid patient assessment and support to Islanders in need.

Similarly in Saskatchewan, we rolled out our second community wellness bus to provide First Nations communities with dental services, community paramedicine and mental health support, making this mobile health clinic the first of its kind in Canada.

This past year marked the 40th anniversary of the New Brunswick Extra-Mural Program (EMP), a “hospital without walls” that remains a model for integrated community care and template for health care reform. Together with Ambulance New Brunswick (ANB), the EMP team is actively participating in the Province’s COVID-19 response and will collaborate with ANB to play an even greater role in the primary care of New Brunswickers going forward.

Customer centric, digital first

The common denominator of our initiatives is the Medavie mission to improve the wellbeing of Canadians — a mission that has taken on increased significance since the pandemic began and accelerated our transformation as a patient- and customer-centric, digital-first enterprise.

Our Medavie Blue Cross business has expanded and digitized our benefit offering to provide timely access to quality care and improve health outcomes, with flexibility and sustainability built into our group and individual plans.

We’re responding to changing needs and expectations of a multi-generational, digital savvy workplace that wants greater choice and control over how they use their benefits. This involves the development of technology-enabled health solutions, customizable benefits and seamless end-to-end processes that are as intuitive as online shopping.

For example, we offer one of the most comprehensive, turnkey optional benefits solutions in the industry with an online platform that allows members to explore their options, calculate their rates and purchase within minutes, and virtually no work for the employer.

Product launches

Among the new products and services we unveiled in 2021 were two additions to our digital health platform, Connected Care. In support of mental health, we added Petit Bambou, one of the world’s most popular mindfulness and meditation apps, to help members build mental resilience from the convenience of their mobile device.

To help address one of the fastest growing chronic diseases in Canada, with over 11 million people affected, we launched the Diabetes Care Program. This digital health solution integrates personalized coaching, home delivery of test strips and glucose monitoring to support plan members living with diabetes, pre-diabetes, high blood pressure and/or high cholesterol.

Many Canadians experience long wait times to receive treatment from a specialist, which has only been exacerbated the pandemic. From referral by a general practitioner to consultation and treatment by a specialist, the average wait time for Canadians in 2020 was 22.6 weeks. To improve access, we partnered with Medical Confidence (part of CloudMD) to connect select plan members on disability with MedExcellence – a personalized healthcare navigation service that can reduce the wait time to see a specialist. The service leverages a national network of over 27,000 specialists.

In support of small businesses, we designed a benefit plan exclusively to meet their unique needs, allowing employers and their employees to enjoy the advantages of a “big company” benefits plan. Benefits for Small Business is a flexible, convenient and affordable solution available to established companies with up to 10 lives in Ontario and Atlantic Canada. As part of the plan design, claims are pooled together to lower the financial impact of high claims activity and ensures the plans remain cost-effective for businesses over time.

Greater inclusivity

Additionally, we launched a Gender Affirmation Benefit, which allows plans to increase access and provide financial support to gender diverse members throughout their transitioning process and This complements other inclusive benefits such as our Hormone Replacement Therapy coverage and is just one example of the steps we have taking toward being a more inclusive organization as part of our diversity, equity and inclusion strategy.

Recognitions

Our efforts were recognized with several prestigious national awards including being listed as one of Canada’s Top 100 Employers as an industry leader offering an exceptional workplace to our employees and being named one of Canada’s Most Admired Corporate Cultures for excellence in culture and performance. Medavie Blue Cross had the distinct honour of being chosen the Advocis Life & Health Insurer of the Year as an outstanding company providing exemplary customer service and top-tier products.

Thank you

These accolades are a tribute to the hard work and dedication of our team and the tremendous confidence and trust our patients, members, partners and communities place in us. All the Canadians we employ and serve inspire our success. We thank you for your support in 2022 and look forward to working with you toward strong and healthy workplaces and communities.

— Bernard