Windstream’s Digital Health Transformation

"A year and a half ago, I was living with chronic knee pain. Over-the-counter medication and a knee sleeve provided little relief. I read about the Hinge Health program on Windstream’s homepage and decided to give it a try. The program truly changed my life. While I still have occasional pain and swelling, the constant pain is gone. I’m grateful Windstream offers this beneficial program to employees."

Windstream member enrolled in Hinge Health knee program

About Windstream

Windstream is a telecommunications company, headquartered in Little Rock, Arkansas. The company provides voice and data network communications and technology solutions for businesses across the United States. Additionally, Windstream offers residential broadband, phone and digital streaming TV services. It ranks in the top 10 largest residential telephone providers in the US, serving over 8.1 million people in 21 states.

Windstream's workforce and benefit challenges

Windstream’s employees are spread across the United States, with a significant portion located in rural and small towns. Approximately one-third of the workforce is engaged in physically demanding field jobs, where they are climbing telephone poles, stringing lines, digging, and burying cables. Many of these employees operate out of trucks and have limited access to computers or offices. This unique workforce composition presents challenges in finding benefits that cater to everyone, according to Emily Erkel, Director of Benefits at Windstream. 

“When we look at adding new benefits, we really want something that’s going to work for our entire population. With MSK issues in particular, we needed a solution that was accessible, especially for those living in small towns and our field workers. We needed to provide access to people who can’t just step away from their desk during the day, but rather something that was available at any time and from anywhere,” Emily explained. 

Windstream's overall benefits strategy includes a mix of traditional and digital solutions, with a focus on leveraging technology to better serve their diverse workforce. The company employs a wide range of employees, including corporate office workers, customer care teams, and sales employees. Each group receives communication differently and has varying levels of access and availability to use care during the workday.

Another challenge Windstream faces is engaging a predominantly male population. "We see great engagement from our female employees and female spouses, but our male population has lagged for a number of reasons. We really want to make sure that our vendors have already seen success in engaging a male population," Emily stated.

Windstream's MSK benefits program and implementation

When Emily and her team were ready to find a solution, they worked with their consultant and ultimately selected Hinge Health to partner with in 2022. Since implementing Hinge Health, Windstream has seen significant and positive outcomes, as self-reported by its members:

• Pain Reduction: 48% of members reported an average reduction in pain within the first 90 days of using Hinge Health (data through September 2024).

• Surgical Likelihood Decrease: There was a 57% average decrease in the one-year likelihood of surgery among participants (data through September 2024). 

• Mental Health Improvement: Members experienced a 73% average reduction in anxiety and a 59% average reduction in depression, demonstrating the program's holistic approach to health (data through September 2024). 

• High Engagement: Windstream has seen robust engagement from its members, facilitated by various communication channels:

  • Public Website: Windstream showcases all of its benefits on their main website, making it accessible to anyone to view. 

  • Organized Calendar: Regular communications are pushed via text and email, ensuring consistent engagement for all benefits offered.

  • Internal Intranet: Windstream uses their internal platform to share stories and blogs. Employees can post, comment, and share feedback. Many employees freely share their stories and Hinge Health journeys, which has been extremely valuable to the Benefits Team.

  • Home Mailers: These have been particularly effective in engaging spouses, leading to high participation in the Women’s Health Program. 

The team has recognized that by using digital care:

• Personalized Therapy: The digital care model has made therapy feel more personalized, leading to more completed sessions.

• Quality of Life: Members have reported an improved quality of life.

• Cost-Effectiveness: The program is more cost-effective for both members and Windstream.

Emily expressed her satisfaction with the program, noting, "We have seen a reduction in both the quantity and the overall cost of our MSK spend since implementing Hinge Health in 2022." She also highlighted the program's comprehensive approach, stating, "I have really appreciated that Hinge Health doesn’t only focus on the physical pain that the member is experiencing, but also their mental health status."

Hinge Health's commitment to innovation has also been a significant factor in Windstream’s success. Over the past three years, the transition from sensor-based feedback to TrueMotion, has been particularly noteworthy due to the real-time feedback capabilities. Members enjoy that they can receive immediate guidance on their exercises, ensuring correct form and technique without the need for physical sensors.

The digital and virtual nature of Hinge Health allows Windstream to offer the program to all employees, regardless of their location or access to in-person care. This inclusivity has been a key factor in the program's success.

“Our data consistently demonstrates the value of the member experience, both in terms of pain reduction and cost savings. Windstream remains committed to promoting Hinge Health and other vendor partners, recognizing the diverse needs of employees and the importance of ongoing communication,” Emily added.