4 Strategies for Health Plans to Increase Kit Return Rates

Health plans play a pivotal role in ensuring that members receive the necessary tools and resources to manage their health effectively. One such resource is at-home health testing, which uses a test kit to transfer samples from member to lab without the support of a clinician or in-person phlebotomist. However, health plans often encounter the challenge of low return rates for these kits, impeding their efforts to engage members in proactive healthcare management.

The Challenge of Increasing Kit Return Rates 

There are several factors that may impact kit return rates, and understanding those factors is key to improving them. 

• Lack of Member Engagement: A primary factor contributing to low health plan kit return rates is the lack of member engagement. Members may not fully comprehend the importance of the kit or may simply overlook it amidst their busy lives.
• Complexity and Confusion: Health plan kits may contain complex information or require specific actions from members, leading to confusion and hesitation. If the process of using or returning the kit is unclear or cumbersome, members are less likely to follow through.
• Communication Barriers: Inadequate communication or ineffective messaging regarding the purpose and benefits of the health plan kit can hinder member understanding and motivation to engage with it. Clear and compelling communication is essential for driving participation.
• Trust and Perception: Members may harbor doubts or skepticism about the intentions or benefits of the health plan kit, leading to reluctance in using or returning it. Building trust and conveying the value proposition are crucial for overcoming these barriers.

Strategies for Health Plans to Improve Kit Return Rates

1. Personalized Outreach and Education 

Implement targeted outreach campaigns tailored to different member segments to educate them about the contents and benefits of the test kit. Utilize various communication channels such as emails, mobile apps, and member portals to deliver personalized messages.

2. Simplify Processes and Instructions

Streamline the process of using and returning the kit to make it as simple and intuitive as possible for members. Provide clear instructions, visual aids, and support resources to guide them through the process seamlessly.‍

3. Incentivize Participation

Offer incentives or rewards to members for completing specific actions related to the health plan kit, such as returning completed assessments or participating in health screenings. Incentives can motivate members and enhance engagement.

4. Cultivate Trust and Transparency

Foster trust with members by being transparent about the purpose and benefits of the test kit. Address any concerns or misconceptions proactively and demonstrate commitment to member well-being.

Schedule a time to talk with Ash Wellness about at-home health testing with improved kit return rates for health plans. 

How Ash Wellness Improves Kit Return Rates

Ash Wellness presents an exclusive home health testing solution, distinguished by a range of unique features. At its heart lies a fully customizable API-first and white-label platform, which offers a comprehensive array of essential services for home testing. These services include kitting, return logistics, management of provider networks, lab contracting and testing, and kit tracking tools. 

Ash Wellness prioritizes keeping patients within the client ecosystem and care continuum. With a top-tier national CLIA/CAP accredited lab network, Ash Wellness ensures redundancy in lab processing capabilities, while also efficiently managing lab partners to conserve clients' time, money, and resources. Ash Wellness emerges as the perfect ally for health plans aiming to seamlessly incorporate at-home health testing into their offerings.

Conclusion on How to Improve Kit Return Rates

Low health plan kit return rates pose a significant challenge for payors seeking to empower members in managing their health effectively. By understanding the underlying reasons for low engagement and implementing targeted strategies to address them, payors can boost return rates and foster a culture of proactive healthcare management among members. Through personalized outreach, simplified processes, incentives, and transparent communication, payors can drive meaningful engagement and ultimately improve health outcomes for their members.