Case Study:
Rapid Response to Public Health Crisis Through Telemedicine
THE OPPORTUNITY
A large multi-office medical practice was forced to close all locations across four states due to the COVID-19 public health crisis and faced a significant revenue and patient access challenge.
THE ASK
In a window of 96 hours:
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Collaborate with a communications vendor to shape and test technology
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Create all supporting internal processes
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Train 200 providers how to use the telemed platform and conduct a virtual visit
THE PROCESS
AT A GLANCE
CHALLANGES & RISKS
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Public Health Crisis
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No Telemedicine Infrastructure or Experience
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No Ability to Provide Medical Care
BENEFITS
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Patient Access
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Revenue Preservation
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New Service Offering with High Patient Satisfaction
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Created workflows and policies for providers to conduct virtual visits
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Collaborated with EMR vendor and internal IT teams to prepare EMR for virtual visits: Scheduling Templates, Visit Prep, Medical Assistant Workflow, and Visit Coding
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Trained 200 providers on both usage of the telemedicine platform and the documentation requirements
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Created support structure for providers as they conducted virtual visits
THE OUTCOME
The telemedicine platform was successfully launched at hyperspeed to enable the medical group to conduct 13,000 virtual patient visits during the 8-week office closure.
Read more about this journey here
KELLY POOLE BSN, RN
The Improvement Space was created to help fellow healthcare leaders achieve success for employees, providers, and patients through process improvement, efficiency and scale.