Gateway HealthSM has been delivering quality and affordable healthcare for over 20 years. Now with over 300,000 members, the organization offers a variety of health plan options for beneficiaries eligible for Medicaid or Medicare.

Gateway wanted to directly connect with its members to improve upon their Centers for Medicare and Medicaid (CMS) star ratings, Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey results and the Healthcare Effectiveness Data and Information Set (HEDIS) measures for the Medicare Assured® product line. The organization approached Mindful Kreative to develop and distribute an out-of-the-box communications piece for its Medicare Assured® members.

It was essential that this piece stand out among the many communications sent to members, so we came up with the idea of sending members personalized magnets – an approach that we hadn’t seen done by any other healthcare providers or organizations. By personalizing the magnets, the hope was that members would feel a sense of urgency and understanding that Gateway was communicating directly with them. The magnet included the member’s name as well as the date of the member’s last four important exams and screenings. In addition, the magnets served as a reminder for the member to schedule these same exams and screenings in the upcoming year, leaving a space for the member to write the date of their appointments.

Feedback from members was extremely positive. Management was so happy with the outcome that funding was secured to ensure the piece was sent to members in subsequent years. This personalized piece is just another reason why Gateway is viewed as a forward-thinking model among its counterparts.


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