OBJECTIVES: “Viva takes care of You” is a program implemented by Viva1A, an HCO with over 3 million affiliates and around 350,000 individuals living with chronic non-communicable diseases (CND). The aim of this teleassistance program sponsored by Sanofi, is recovering patients with over a year without follow-up to reach disease control. This study describes preliminary results associated with diabetes patients.

METHODS: The program monitors non-adherent NCD patients (over a year without follow-up) for 18 months. During follow-up, psychosocial and environmental factors were assessed to identify access barriers, create alerts, and implement supportive actions (scheduling medical appointments, and administrative task guidance, among others) to ensure program continuation.

The primary outcome was program adherence defined as participation in at least one learning and educational activity, attendance in outpatient consultations, and laboratory frequencies. Other outcomes included glycemic control at follow-up (HbA1c<7%), and health services quality perception measured by an independent company at outpatient consultations.

RESULTS: Out of 50,614 patients without follow-up, 20,616 (41%) agreed to participate, with 8,865 diagnosed with diabetes. Patients’ mean age was 73 years, 53% were women, and 28% reported having some disability. Average follow-up was 6 months.

An average of 11 calls and 2 alerts per patient were reported. Delays in medical appointments (32%) and transportation (28%) were the main access barriers reported and solved through the program assistance; as a result, 70% of patients became adherent to the program.

At baseline, 57% of patients had inadequate diabetes control (HbA1c 9.0%). In the second measurement, uncontrolled patients decreased to 47%, (HbA1c 7.1%). Health services quality perception increased from 90% to 93%.

CONCLUSIONS: Preliminary results of this program show that supporting patient tools help to identify and solve main treatment barriers, hence improving treatment access and adherence to programmed appointments and procedures, acting as a complementary strategy to pharmacological treatment to improve disease control.