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Best Buy’s Geek Squad Expands into In-Home Health Care Setup

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[Editor’s Note 10/12/23 — This story was updated to add details of another program to sell prescription medical devices.]

A program pairing Best Buy’s Geek Squad and health care company Geisinger has cut the time needed to set up remote monitoring for chronic conditions in half, from an average of 96 hours down to 48 hours. This and other positive results from Geisinger’s chronic care management platform have encouraged the companies to expand their partnership to additional patients in the Geisinger network, as well as work together to design a comprehensive package of technology and services for chronic care management.

The Geisinger ConnectedCare365 platform debuted in 2021 and now has more than 1,100 patients enrolled. Beginning in July 2022, Best Buy began deploying specially trained Geek Squad agents to set up monitoring technology in the homes of patients with chronic conditions like congestive heart failure (CHG) and chronic obstructive pulmonary disease (COPD) and to instruct patients in their use. The program has seen a 19% improvement in how well patients follow their care plans by wearing and using their remote equipment more consistently and an 18% reduction in reported technical issues.

“The results of our program show that when we combine what Best Buy is known for — technology support and expertise — with Geisinger’s best-in-class care teams and network of clinics and hospitals, we can make a meaningful difference in the patient and caregiver experience,” said Deborah Di Sanzo, President of Best Buy Health in a statement. “We’re very excited about our ability to scale these capabilities across the country to further Best Buy Health’s goal to enable care at home for everyone.”

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The Geek Squad Agents also were able to replace devices within 24 hours of a problem being reported. Patients had very positive feedback, generating a high NPS score of 89 when asked about their experience with the agents visiting their homes.

“Health care is changing rapidly, and with those changes we are more focused than ever on moving care closer to our patients and members while simultaneously setting new standards for the quality of care they deserve,” said Karen Murphy, EVP, Chief Innovation Officer and Founding Director of the Steele Institute for Health Innovation at Geisinger in a statement.

Additionally, in early October 2023, Best Buy continued its push into the health care realm with the announcement that it would begin selling prescription medical devices for the first time. In partnership with virtual care platform Wheel and pharmacy technology provider HealthDyne, Best Buy will begin selling the Dexcom G7 Continuous Glucose Monitoring (CGM) System to eligible customers on BestBuy.com. More CGM devices will be added soon. At launch, customers with existing prescriptions are not able to use those to purchase their CGM through Best Buy. Instead they must go through the Wheel and HealthDyne systems to determine eligibility and get a prescription. However, Best Buy said it hopes to add the capability to accept doctor’s prescriptions soon. Also at launch, insurance payment for medical devices cannot be accepted, although Best Buy did point out that customers with various medical payment accounts like an FSA, HRA or HSA would likely be able to reimbursed for the expense.

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