By Matt Henry, senior manager consultant, Denver, Point B; Talia Avci, managing consultant, Chicago, Point B; and Ashley Fagerlie, managing consultant, Phoenix, Point B.
As the COVID-19 crisis disrupts traditional care delivery, digital tools such as telehealth are making it possible to deliver care outside your facility’s walls. Here’s how to prepare your organization both now and in the future.
Amidst the COVID-19 pandemic, healthcare has literally left the building. With millions of Americans under orders to stay home, in-person care delivery and elective procedures have been effectively shut down, elevating the need for alternative care delivery options.
Health systems are in a crisis, balancing heroic action to ramp up and support their communities through the COVID pandemic with existential threats to established service line revenue and cost structures. The importance of using technology to extend reach and effectiveness of your mission has never been greater.
While other industries have spent years disrupting traditional operating models to deliver online engagement to meet customer needs, healthcare has lagged due to many practical, economic, regulatory, cultural and quality of care reasons.
As health systems prepared for a surge in infectious patients, many have leveraged their digital front door as a way to deliver credible information, guide care, and deliver safe and effective services to patients.
Taking lessons learned, the time is now to plan for your post-COVID plans and how your digital front door can extend your mission as you intentionally re-open your care facilities.
Re-imagine access: As you build your strategy, consider how new front door solutions are being offered by non-traditional ‘providers’, like Anthem, Walgreens and CVS/Aetna, to address gaps in the primary care landscape.
These gaps include inaccurate online health information, lack of access to personal health information, long wait times for appointments, lack of price transparency and other issues that impact patients along their care journey.
Barriers can be addressed by tools that assist in triaging, medication adherence, capacity management as well as two-way patient communication via websites, patient portals and apps.
Anthem has partnered with a digital health start-up, K Health, to offer symptom triaging to their 40 million members to provide care guidance and access. Members provide their symptoms to an AI-enabled algorithm and can text directly with providers for advice. Walgreens, with locations that are accessible by 78% of the U.S. population, has launched Find Care, which offers everything from lab tests to virtual consults.
CVS/Aetna has spent nearly 10 years building out digital health tools, focusing on medication adherence, with the power to leverage data as a pharmacy, payer and retail clinic to connect with their patients. Other organizations are launching chat bots for assessments and triage or more deeply leveraging remote patient monitoring for care. Each of these digital front door tools is changing how patients access care.
The scale of the coronavirus pandemic is impacting every facet of daily life. As COVID-19 continues its global spread, authorities are restricting large gatherings of people and enforcing stay at home protocols. This crisis is forcing us to adapt to a “new normal,” and technology is taking center stage to help us through the transition.
In fact, as the popularity and usefulness of video delivery over the internet grows, reports reveal that live streaming has already attracted 47% more users than this time last year. Through the influx of telehealth, remote learning, remote video conferencing and canceled events, live streaming has become a versatile — and essential — tool that is changing the way we stay in contact with others, particularly in the age of social distancing.
Live streaming is gaining in popularity across many different industries. Until the advent of live streaming technologies, 911 operators only had one source of information to assess an emergency situation: the caller. Now, thanks to advances in live streaming technologies, 911 operators are empowered with unprecedented access to emergency situations via live video.
Carbyne, a technology company that delivers actionable data from connected mobile devices to emergency communications centers, uses live streaming to enhance critical response capabilities. Through the combination of real-time video and location data, Carbyne provides emergency personnel with a more accurate assessment of the scene before they arrive, reducing emergency response times by more than 60%.
While Carbyne’s technology has proven beneficial across the globe for several years, the COVID-19 pandemic has brought additional benefits to the technology. Carbyne is effectively able to remotely evaluate potential COVID-19 cases and forward potentially infected individuals to medical professionals via telehealth services while maintaining HIPAA compliance.
Additionally, the Carbyne platform has been used in some cities to help track COVID-19 cases, delivering a heat map that details coronavirus-related calls so the municipality can better allocate resources and prevent the disease from spreading. As one hotspot hit hard by the virus, New Orleans uses Carbyne’s COVID-19 service to manage emergency calls and help individuals who have contracted the virus contact telehealth professionals instead of flooding emergency rooms. Carbyne has been fielding 70% of the city’s emergency calls, a majority of which were related to COVID-19 symptoms.
By Heather Annolino, senior director healthcare practice, Ventiv.
As hospitals are working vigorously to address the health care needs of its patient population during the COVID-19 pandemic, they are unintentionally leaving themselves and their patients exposed to cybersecurity risks.
Measures implemented to protect workers and patients, including expanded use of telehealth and telemedicine, remote work and bringing new equipment such as ventilators online can leave data exposed, and institutions vulnerable to hackers and scammers. These cyberattacks can affect supply chains and the ability to leverage healthcare data from the COVID-19 pandemic for use in the future for other crises.
In March 2020, the Office for Civil Rights announced it would not enforce penalties for HIPAA noncompliance against providers leveraging telehealth platforms that may not comply with privacy regulations. This measure rapidly expanded the use of telehealth and telemedicine over the past several weeks, allowing providers to utilize videoconferencing platforms, including WebEx, Zoom and Skype.
The use of telemedicine improves patient access and assists with alleviating the additional burden on healthcare systems by limiting in-person care during the COVID-19 pandemic. If any incidents do occur, they should be entered into the facility’s health care risk management/patient safety software system. This technology is designed to help healthcare organizations see all of their data in one place, making it easier to learn from the incidents through analysis. While doing that now might be difficult, it is essential to capture this data to improve preparation for the next disaster and prevent patient harm.
Although telemedicine presents a lower risk from a risk management perspective, it is still important to provide consistent processes and protections to mitigate potential threats. During these uncertain times, telemedicine is the best option for providers to continue treating select segments of their patient population, as well as triage potential COVID-19 cases. Whether health care organizations are looking to expand (or even begin) the use of telemedicine capabilities, it is crucial to outline best practices for consent, credentialing, and security and privacy to assist with mitigating potential risks.
Here are a few strategies facilities should consider:
Security and Privacy
Under normal circumstances, healthcare facilities have difficulty bringing key equipment online securely. As facilities are currently working tirelessly to address COVID-19 patients’ needs in addition to continuing to provide care to non-COVID-19 patients, there is a potential increase of security risks as additional medical equipment and medical IoT devices integrate into the network.
By investing in and deploying cybersecurity procedures and protections, including backup and downtime procedures, healthcare facilities can reduce the risk of potential phishing and ransomware attempts. These measures should include ensuring all practitioners are using communication apps recommended by the U.S. Department of Health & Human Services Office for Civil Rights and secure telephone connections as well.
By Guljeet Nagpaul, chief product officer, ACCELQ.
COVID-19 has taken a heavy toll on the U.S. and the world.
Cases and deaths continue to rise as major global economies slide into recession – or worse.
One rare, but burgeoning area of positive growth in the pandemic is telehealth. Medical services and data shares electronically has stood tall during the current health crisis.
According to data from Mordor Intelligence, the global telehealth market will grow to an estimated value of $66 billion by 2021.
Telehealth is particularly growing in data-intensive healthcare industry sectors like record-keeping, telehealth sessions and virtual, video-based doctor appointments, and the surging e-prescription sector, where physicians are increasingly able to issue prescriptions via a mobile app.
The healthcare industry is also experiencing a rise in digital epidemiology tools, chatbot systems, EHR guidance tools and rapid-response COVID-19 testing kits, among other digital-based solutions.
These tools are increasingly needed by health care practitioners to stem the COVID-19 tide – and any delays getting them into health professionals hands is a delay that coronavirus caretakers and patients can’t afford to take.
A Need for Testing and Quality Assurance
Still, even at a time of pandemic, those delays are only all too real – and the problem often lies in the archaic structure of the health care sector.
Case in point. While the coronavirus crisis has driven the need for new digital tools that have fueled a health care system transformation, the bureaucratic rigidity the health care still exists. Even as digital tools recast the entire health industry model, old problems remain, especially in the centralized and technologically inefficient modes of data management.
That’s where good data software testing and quality assurance come into play, in the form of test automation. As automation becomes the software development standard for revenue-minded companies, regular testing is required to make sure productivity and security activities are above board, and is critical in getting the digital healthcare products and services out the door and into hospitals and care centers as quickly as possible.
In the past few months, telehealth services have helped many to obtain medical services and avoid exposure to COVID-19 while freeing up resources for those facing graver conditions. This is a great example of an unexpected circumstance quickening the adoption of new technology that will remain after the crisis has passed, but the rapid adoption has also overwhelmed telehealth services, illustrating the importance of network resilience.
Telehealth is just one relatively new application of technology that’s part of a constantly growing repertoire of connected tools. To provide optimal patient care, healthcare ecosystems require constant connectivity to many other bandwidth-intensive applications, such as IoT devices, systems to process patient data via electronic health records (EHR) and picture archiving systems (PACS). With experts predicting the Internet of Medical Things (IoMT) market to be worth $158.1 billion USD by 2022 (Deloitte), we can only expect this trend to grow.
With all these new advancements come new risks. Healthcare systems are comprised of multiple facilities, such as hospitals, labs and urgent care units that all have multi-point connectivity requirements. This requires higher capacity wide area networks (WAN) – often in the form of software-defined wide area networks (SD-WAN). If one of these points loses connectivity for reasons like a cyber-attack, an interoperability issue or a bad SD-WAN router update, the entire network could go offline.
To keep healthcare networks running, organizations need intelligent systems and processes to monitor every piece of equipment, prevent issues, and recover from incidents quickly. This will ensure the secure, always-on availability needed to decrease costs, meet strict regulatory requirements, and improve patient experiences.
Top challenges that can bring your healthcare network down
Three large challenges healthcare organizations face are protecting data, staying online during network consolidations, and unexpected incidents like natural disasters or physical equipment disruptions. These could all bring the primary network offline.
Cyber criminals constantly seek to breach data networks and harvest patient data. In this regard, ransomware attacks, which are primarily transmitted through spam/phishing or other manipulations of unprepared users operating in the primary data plane, cause many healthcare enterprises to shut down computer systems, including their EHR. No topic is off limits to hackers, and even in the past few months, research has revealed phrases like “corona” or “covid” have been featured in spam emails (RiskIQ).
Weather a health system is seeking to modernize its infrastructure or a merger has led to a large transformation, consolidating networks can also be a challenge, requiring the migration of a multitude of apps and hardware components that must stay online at all times and integrate with one another in a cohesive system.
Lastly, unexpected outages from physical events can bring a system offline by disrupting vulnerable points like last mile connections. In this regard, a wide range of network components, such as cable interconnects, switches, power supplies, storage arrays, or chillers could present problems. To support new technologies, network environments are only becoming more complex, which means more software stacks that are frequently updated and susceptible to exploits, bugs and cyberattacks.
By Nadia de la Houssaye, co-leader healthcare litigation team and head of the healthcare industry telemedicine team, Jones Walker LLP.
At its most fundamental, telehealth (or telemedicine) is nothing new. What is new is the confluence of technology development and the rapidly escalating demands being placed on healthcare providers in the face of the novel coronavirus (COVID-19) — and regulators’ willingness to bend, loosen, or change rules that previously slowed the expansion of telehealth services.
Taken together, these three factors have created an opportunity to demonstrate the value of telehealth to providers, the public, and regulators, and to cement telehealth’s place in the delivery of healthcare services.
In particular, the US Centers for Medicare and Medicaid Services (CMS) has taken an unprecedented position in its effort to utilize telehealth as one of the country’s greatest weapons to not only flatten the new-infection curve, but to also address return-to-work screening needs, including antibody testing. Americans desperately need to return to work and CMS’ encouraged use and expanded coverage for COVID-19 diagnostic testing, at no cost to the insured, will hopefully aid in expediting safe return-to-work policies.
The bottom line? CMS is granting providers a tremendous amount of leeway and it is imperative that we take advantage of this opportunity to change the face of telehealth post-COVID-19.
Since early March 2020, CMS and the Federal Trade Commission (FTC), Drug Enforcement Agency (DEA), Food and Drug Administration (FDA), Department of Health and Human Services-Office for Civil Rights (HHS-OCR), Substance Abuse and Mental Health Services Administration (SAMHSA), and numerous other federal and state agencies have issued a steady flow of guidance easing previous restrictions that constrained the use of telehealth technology. Taking a step further, many have also announced programs and procured funding to better support the use of telehealth to provide essential care to communities, families, and individuals.
As states and cities began announcing shelter-in-place requirements and guidelines, on Mar. 16, Mar. 17, and Mar. 20, 2020, HHS-OCR likewise began issuing bulletins, notifications, and FAQs announcing the decision by HHS Secretary Alex Azar to waive certain HIPAA and HITECH Act non-compliance sanctions and penalties against covered entities and providers using, among other options, telehealth and non-public facing technologies for remote communications (including good-faith use of video applications such as Zoom, Skype, and FaceTime).
The COVID-19 crisis is accelerating the future of healthcare. In fact, I’d like to argue that the future is here today as demonstrated in digital health. Within weeks, this pandemic spread across our healthcare system, shutting down the traditional care delivery model and forcing us to adopt technology.
Supporting patients in a social distancing time did not provide many options but to turn to the advancements that already exist. We simply had to turn to the existing technology available and flip the switch to deploy our future healthcare model.
This is most evident with the rise of telehealth usage in lieu of point-of-care facilities such as doctor’s offices. Since the coronavirus outbreak telehealth has experienced a surge of 1,700%, particularly supporting mental health patients.
But what do patients need during this crisis and will they adopt technology as future healthcare models? We recently surveyed Medisafe users to better understand their concerns and needs during this outbreak. What we discovered is that patients are extremely appreciative of the ability to touch base, acknowledge this crisis and ask “how can we help?”
Noting that this is a primary concern, and with more than 7,000 patients responding, a majority of whom are very concerned about the coronavirus and its effects, we need to think about how to best reach a community in need an empathetic solution is needed more than ever.
Additionally, with the recent surge in telehealth to compensate for social distancing it is evident that are gaps in the daily connections and check-ins required from patients managing medications.
A majority of patients are in some form of social distancing and 55% of patients indicated that they are concerned that the coronavirus will interfere with their medication regimens. Enter the role of the digital companions. From a telemedicine solution, digital companions can offer additional insights as well as aiding in isolation by deploying guidance in a rapid response while offering a human touch in times of isolation.
Digital health technologies also offer support beyond a virtual “check-in” that can digitally handhold patients with their everyday needs, especially those managing chronic conditions or multiple medications. Digital companions keep patients continuously connected with condition management and care givers. For example, patients on multiple medications or managing complex doses or even taking injections require additional support at while at home to remain adherent to their treatment.
Digital health platforms are adept to support patients during this time, bridging isolation and bringing healthcare support into their home. In fact, more than 42% of our patients indicated that they have changed their traditional treatment routines by adopting telehealth. In addition to telehealth, digital companions offer features to keep patients connected.
Following the survey, we opened unlimited Medfriend capabilities which digitally connects family or friends with the patient’s medication schedules. Immediately, we saw Medfriend engagement activity triple. In fact, one user replied, “My mental health isn’t great right now, so knowing that you’ll tell my Medfriend if I haven’t taken [my medication] is great.”
Connection to care givers is also critical to digitize the care support teams. Fewer field support home visits are also creating concerns with patients, “I appreciate the help you’re giving. My doctor put me in home isolation 2.5 weeks ago for my sake, the only people I see are my caregivers but now they are not allowed to visit.”
Digital health that connects the daily interactions of patients with care support teams fill a critical gap. Clinicians can monitor their patient panels by following tracked activities and in fact scale their monitoring capabilities of one to many. Digital companions keep patients on therapy but also notify care support teams when patients behavior is at-risk. The combination of high-tech and high-touch is quite powerful to support patients managing chronic conditions.
Ultimately, humanizing your digital capabilities goes a long way. Digital health at its core operates on sophisticated data-driven AI to deliver personalized interventions at time of need. It’s within each of these interactions that the digital support becomes more and more relevant for patients establishing a digital relationship, trust and loyalty. However, during a crisis we also need to make sure to “check-in.”
We are all human on each end of this digital connection and when dealing with medical conditions alone during a crisis a human touch goes a long way, best stated by a patient: “I’m good. Just knowing that you are out there is a good feeling.”
As the coronavirus outbreak limits individual movement across the country, organizations are turning to remote solutions to stay operational.
As a result, demand for telehealth has skyrocketed — prompting health insurance payers, who haven’t always covered telehealth services, to reconsider coverage.
In April, the Centers for Medicare and Medicaid Services (CMS) made one of the most significant changes to Medicare/Medicaid coverage of the past few years. It announced it would expand coverage to more than 80 different telehealth services. Now, some insurers in the private sector are beginning to follow suit.
Here is how the pandemic is changing attitudes toward telehealth — and also the potential long-term impacts of coronavirus and telehealth service expansion.
Medicaid/Medicare and Telehealth Coverage Expansion
Many patients, wanting to reduce their chance of contracting or spreading COVID-19, are electing to avoid doctor’s offices. For some people — like the immuno-compromised and elderly — it’s no longer safe to have a checkup or routine visit. At the same time, many doctors have temporarily shut their practices and begun offering telehealth services to those who still need consultations and regular check-ins.
Others who have kept their practices open aren’t sure for how long it will be possible or responsible to do so.
Early in April, the pressure pushed CMS to expand Medicare and Medicaid to cover 85 additional telehealth codes — including group psychotherapy, physical therapy evaluations and prosthetic training. The move came after Congress passed a coronavirus spending bill that included $500 million in telehealth coverage and several major private insurers announced they would waive copays for virtual doctor’s visits and other telehealth services.
Potential Impacts of Expanded Telehealth
The most immediate impact of the coverage expansion will be making medical services much more accessible. Current research shows that, while in-person visits are typically more effective, telehealth is great at expanding the availability of medical services. It may also help health care facilities reduce costs and improve patient satisfaction.
Struggling rural hospitals face financial pain amidst the coronavirus outbreak. Revenue has been lost as elective procedures have been canceled since patients can’t safely visit in person for fear of being infected or spreading the disease. As a result, rural communities may lose access to critical care as the pandemic progresses.
Rural residents hurt
The financial and operational pressures on rural healthcare facilities can leave patients who are displaying COVID-19 symptoms or require ongoing care for chronic conditions with limited access to critical care, especially considering many rural residents live more than 30 miles away from the nearest hospital. Plus, rural populations are often more vulnerable to severe to serious outcomes with COVID-19. Compared to urban populations, rural Americans:
Are older: More than 20% of the population in completely rural counties are ages 65+, according to U.S. census data, compared to around 15% in mostly urban centers.
Have higher rates of: obesity, diabetes, high blood pressure, and cigarette smoking
Have increased mortality rates from: heart disease, cancer, lower respiratory disease, stroke, and unintentional injuries.
Technology must be used to solve the problem
Mobile, Alabama-based healthcare technology company CPSI understands the challenges facing rural hospitals and clinics, so the company is providing a free telehealth portal so doctors can continue to provide quality care.
While telehealth regulations were quickly changed amidst COVID-19, allowing providers to be reimbursed at $220 per remote appointment instead of at $13, telemedicine is not a reality for cash-strapped rural hospitals that:
Lack the technological infrastructure and resources required to implement telemedicine
Require a highly secure, HIPAA-compliant platform (Zoom, Skype, Microsoft Teams are not secure options)
Need a platform that operates smoothly on low-bandwidth connectivity, common in rural areas
Treat patients who don’t have computers or webcam capabilities
Rural hospitals need an affordable, secure, easy-to-use telehealth platform that can be set up in hours, not months, to give their patients quality care while allowing them to tap into a desperately needed revenue stream that could help them stay afloat. They need CPSI’s turnkey telehealth solution: Talk With Your Doc.
With the COVID-19 pandemic unleashing its impact on a global scale, numerous nations are scrambling to adopt various strategies and protocols to mitigate further spread of the virus. One common protocol initiated across more than 25 nations is social distancing.
In a bid to ensure this social distancing, worldwide economies have begun the implementation of partial or complete lockdowns. While this is considered to be a largely helpful endeavor, one challenge arising from these lockdowns is limitations in access to healthcare. This presents a significant conundrum for global populations as the need for healthcare access is becoming increasingly important in the current scenario.
Amid these concerns, however, technology presents a lucrative solution; telemedicine.
Many healthcare facilities and regulatory authorities are rapidly seeking alternative healthcare solutions to offer seamless medical aid whilst mitigating risk of exposure. Telemedicine shows immense potential in this regard, by limiting the need for hospital visits, and implementing more optimized allocations of hospital capacity to integral cases, by offering access to robust healthcare through digital means.
The telemedicine market is also witnessing great support from global regulatory authorities like WHO and CDC in recent times, in an effort to safeguard medical staff and other frontline workers, without influencing the delivery of healthcare services.
The evolution of telemedicine
Telemedicine refers to the use of software and electronic communication devices to deliver clinical services to patients, without the need to make in-person visits to the hospital. Telemedicine technology is used extensively for chronic condition management, medication management, follow-up visits, and a host of such healthcare services, via secure audio and video connections.
While telemedicine has emerged as a prominent entity only in recent years, it has been in existence for several years. The origins of the telemedicine industry can be traced as far back as the 1950s, when certain university medial centers and hospital systems began to experiment with methods to share images and information through the telephone. Two Pennsylvania health centers were among the first to achieve success with this technology, through the transmission of radiologic images via telephone.
Over time, telemedicine technologies began to evolve, and witnessed a significant turn with the rise of the internet. With the emergence of smart devices, designed to facilitate high-quality video transmission, delivery of remote healthcare solutions to patients in their workplaces, homes or assisted living facilities became more prevalent, thus presenting an ideal alternative to in-person clinical visits for both specialized and primary healthcare.
Rising risk of COVID-19 transmission through contact is necessitating the development of effective telemedicine solutions
As concerns arising from the global pandemic continue to surge, telemedicine is beginning to emerge as a lucrative and sustainable preventative and treatment solution to curb the spread of the COVID-19 virus.
Virtual care services are helping bridge the gap between the population, health systems, and physicians. These solutions enable everybody, particularly symptomatic patients, to seek medical health from the comfort of their homes and communicate seamlessly with their doctors via digital means, thus reducing the risk of exposure for both medical staff as well as the general population.