Downloaded 18 times
![“I think telehealth is here to stay and will be used across
all specialties, but it will be used more selectively in the
future. I imagine that a good portion of my patients will
request it in some occasions that make sense, maybe
about 30%”
-Oncologist
“I think it will continue. Now even as we are opening
back up slowly, we're finding patients continuing to call
us and want to be seen using telehealth. Patients like it,
so we will probably always offer that option when
applicable.”
-Primary Care Physician
“I think [COVID-19] is the catalyst to bring our industry to
the modern era of telemedicine, as long as insurance
companies continue to reimburse it. A lot of us have had
a surprising experience with it and see it
has a place in medicine.”
-Cardiologist
“I think this crisis…made it apparent that patients don't
have to be limited by location. Some aspects of
healthcare will continue on virtually…not all of course.
But the most revolutionary area that telemedicine is
likely to play a role in is the management of chronic
diseases and disorders.”
-Psychiatrist
Copyright 2020 Way to Goal. All rights reserved.
“
“
Physicians are seizing this opportunity to standardize a
hybrid model for future patient care](https://image.slidesharecdn.com/telehealthsecretsdoreenpresentationfinaledits-2-201114030317/75/Deep-Dive-Into-Telehealth-Adoption-Covid-19-and-Beyond-Doreen-Amatelli-Clark-17-2048.jpg)
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Deep Dive Into Telehealth Adoption Covid 19 and Beyond | Doreen Amatelli Clark
The document discusses telehealth utilization before, during, and after the COVID-19 pandemic based on interviews and research conducted by Doreen Amatelli-Clark of Way to Goal Business Insights. Prior to the pandemic, most physicians were skeptical of telehealth and relied solely on in-person visits. During the initial pandemic period, telehealth was seen as a temporary option due to lack of experience and uncertainty. However, after several weeks of usage physicians recognized benefits and acknowledged telehealth's potential as a long-term solution when integrated properly. Widespread adoption was accelerated by the pandemic and shifted perceptions of telehealth's role in healthcare delivery.
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Deep Dive Into Telehealth Adoption Covid 19 and Beyond | Doreen Amatelli Clark
- 1. November 2020 Telehealth for COVID-19and Beyond Doreen Amatelli-Clark Way to Goal Business Insights Copyright 2020 Way to Goal. All rights reserved.
- 2. Owner and CEOof Way To Goal Business Insights Doreen Amatelli-Clark Senior market researcher and moderator with a strong qualitative and quantitative background in various industries Conducted more than 1,000 one-on-one interviews and focus groups in a variety of therapeutic areas and across every stage of the product development cycle. Over 25 years of market research experience on the corporate side and agency side of businesses. Started my own market research consulting firm in 2004 and has since worked with a multitude of Fortune 100 Healthcare companies. Copyright 2020 Way to Goal. All rights reserved.
- 3. Overview • The roleof telehealth during the pandemic • Physician’s attitudes, perceptions, and initial adoption • How providers are using telehealth today • The role of telehealth in the future • Physicians’ predictions • Impact of healthcare beyond 2020 Copyright 2020 Way to Goal. All rights reserved.
- 4. Profile Of PhysiciansInterviewed Practice Setting Suburban 14 Urban 6 Years in Practice 5-10 years 6 11-19 years 4 20+ 10 Affiliation with HTC Small Practice (10-30 staff; 500-1,000 3 Medium Practice (40-50 staff; 5,000-25,000 13 Large Practice (100+ Staff; 100,000+ Patients) 4 Primary Care Physicians Practice Type Hospital Network/ Health System 5 Integrated Delivery Network 0 Accountable Care Organization 2 Independent Practice (Group or Solo) 13 Specialty Physicians Practice Setting Suburban 23 Urban 12 Years in Practice 5-10 years 13 11-19 years 7 20+ 15 Affiliation with HTC Small Practice (10-30 staff; 500-1,000 5 Medium Practice (40-50 staff; 5,000-25,000 25 Large Practice (100+ Staff; 100,000+ Patients) 5 Practice Type Hospital Network/ Health System 10 Integrated Delivery Network 1 Accountable Care Organization 2 Independent Practice (Group or Solo) 22 Copyright 2020 Way to Goal. All rights reserved.
- 5. Insight Into OurMethodology & Sample Qualitative Research Administration and Setting Method: Qualitative Interviews with 20 PCPs and 35 Specialists Duration: 60 minutes tele-depth interviews (TDIs) Fielding Dates: 4/16/20 – 5/5/20 Sample Respondent Type: Sample Size: Primary Care Physicians N=20 Cardiologists N=7 Psychiatrists/Clinical Psychologists N=7 OB/GYNs N=7 Dermatologists N=7 Oncologists N=7 Total N=55 Key Screening Sample Parameters: • Physicians who are currently actively using virtual video or telephone medical visits to manage telehealth/telemedicine) • Using virtual video or telephone medical visits to manage and/or treat patients in practice in of patients • Implemented and used telemedicine for at least 1 month; with subset/mix of practices that have months Copyright 2020 Way to Goal. All rights reserved.
- 6. The forced adoptionof telehealth during the COVID-19 pandemic is creating a shift in physicians' attitudes. Copyright 2020 Way to Goal. All rights reserved.
- 7. Evolution of TelehealthPerceptions Among Physicians The widespread adoption of telehealth is positively impacting attitudes about how to provide healthcare Patient care is largely provided via in-person visits; considered the only effective way to provide care Telehealth is considered a temporary means to solve an existing issue but not a long- term viable option After several weeks of implementation, many physicians are recognizing benefits of incorporating telehealth services and acknowledge possible benefits as a longer-term solution Pre-COVID-19 Pandemic First 3 to 4 weeks of COVID-19 Pandemic Announcement Weeks 6 to 8 post-COVID-19 Pandemic Announcement Copyright 2020 Way to Goal. All rights reserved.
- 8. Pre-COVID-19 Pandemic Before theCOVID-19 pandemic announcement, physicians had unfavorable perceptions of telehealth • Typically not used in vast majority of brick and mortar practices • No experience in the use of this method personally or anecdotally from colleagues • Awareness of its use in very rural populations • Believe telehealth is a sub- optimal way to provide healthcare; in-person visits are considered a critical and necessary element of patient care • Believe telehealth is not practical for “my specialty”; ‘talk-therapy’ is most feasible Low Awareness of Use Lack of Relevance • Low understanding of the true definition of telehealth (virtual visits? Emails/portal patient communications? remote monitoring?) • Belief that technology will be cumbersome and inefficient for staff and patients Lack of Tech Experience It’s funny because I didn’t think it could be very accurate or easy. I thought I would miss something and not be able to provide as good of care to my patients. - Primary Care Physician Copyright 2020 Way to Goal. All rights reserved. “ “
- 9. It’s useful forpatients who live several hours away, but it is still very difficult for me to do exams and end of life discussions. It’s hard to read body language and not be able to comfort them in person. But I have to say, I didn’t think I could do all of this virtually. - Oncologist “ “ First 3 to 4 weeks of COVID-19 Pandemic Announcement Immediately following the announcement of the COVID pandemic, telehealth was considered a possible, although difficult option • Early goal was to maintain continuity of patient care only as a temporary solution allowing practices to keep their virtual doors open, as opposed to shutting • Doubt and lack of clarity about reimbursement (video vs. telephone vs. in-person visit) • Physicians were grateful to have a virtual option, even for physicians who expected the reimbursement levels to be lower than in-person visits Challenges in Patient Care Expected Uncertainty Around Reimbursement • Practices scrambled through trial-and-error to select the most efficient and medically compliant technology platform to facilitate virtual visits • High skepticism regarding technology and whether or not users would be proficient in its use Steep Tech Learning Curve Expected Copyright 2020 Way to Goal. All rights reserved.
- 10. Right now, I'mglad it's there. If we didn’t have it, then what would we do? The whole world is affected, so it’s good that we have the technology to be able to accommodate our patients. - Psychiatrist “ “ Weeks 6 to 8 post-COVID-19 Pandemic Announcement Several weeks following the announcement of the COVID pandemic, telehealth started to be considered a viable option • Medical Associations offered best practices, resources • Large practices/health systems established processes/protocols • More reliable information from CMS reduced anxiety around reimbursement • Practices were able to salvage workflows Increased Support from Medical Community Greater Clarity of Reimbursement • Early bugs and challenges were rectified • Surprising positive feedback from patients as well as staff was received on success of technology Trust in Technology Increases Copyright 2020 Way to Goal. All rights reserved.
- 11. Practices without previoustelehealth capabilities are following a similar adoption flow after the onset of the COVID-19 pandemic Many practices experienced a significant drop in patient volume Practices had to find a solution to continue to provide care to their patients Some institutions already had basic telehealth capabilities in place; others recognized it would be the best option for temporary solution With the outbreak of the COVID-19 pandemic, states around the US enacted a shelter-in- place order Late March 2020 (Within the 1st week of shelter-in-place orders) (Within 1-2 weeks of shelter-in-place orders) Copyright 2020 Way to Goal. All rights reserved. n= 51 practices did not have telehealth capabilities already established
- 12. Adoption flow continued... Practicesthat are part of large hospital networks have multiple administrative layers that determined and approved the telehealth platform In smaller practices, physicians/owners along with office managers and staff made the decision of the telehealth platform Practice staff typically called patients on an individual basis to inform them that telehealth was an option; some also promoted it on their websites Practices had to choose which telehealth platform to adopt based on various criteria Adoption process involved training physicians/staff, purchasing necessary equipment, and contacting patients n= 51 practices did not have telehealth capabilities already established Copyright 2020 Way to Goal. All rights reserved.
- 13. Though telehealth hasbeen available for many years, the COVID-19 pandemic has triggered a nationwide uptake which has resulted in the following outcomes: Overall, we are observing a shift in the paradigm regarding the role that telehealth is playing in healthcare • Physicians are learning the ways in which telehealth can be incorporated into day-to-day care via trial-and- error with various platforms • Physicians have a greater understanding of the limitations and best practices of telehealth from being on the frontlines • Physicians are stepping out of their comfort zones to redefine traditional methods of practicing medicine • They are finding novel avenues to empower patients virtually, i.e. talking them through self- examinations or educating them on measuring vitals • Many physicians have come to value the positive impact that technology has on the medial field and recognize the importance of constant advancements • New technologies are emerging that allow patients to track vital signs and administer treatments from home Increased knowledge of telehealth practices and the range/limitations of its use Optimized creativity for establishing new ways to provide care Streamlined traditional healthcare with the use of technology Copyright 2020 Way to Goal. All rights reserved.
- 14. The ultimate long-termimpact of widespread acceptance of telehealth is producing benefits to patients, physicians, and the entire US healthcare industry • Reduces costs through potential downsizing of staff and facility • Ability to maintain continuity of care with patients • Patients can better manage their health needs through more consistent medical visits • Potentially more cost- effective option for patients • Expands healthcare reach to patients who previously had logistical, situational, and lifestyle barriers • Greater access to preventative care ultimately reduces healthcare costs to the overall American health system • Improves efficiency in patient flow (less wait time) • Provides more flexibility for providers (location, availability) • Larger responsibility of patient care given to mid- level providers reduces physician burden • Patients have greater options to obtain care • Less pressure on patient schedule; substantial time reduction (transportation, office wait time, check- in/check-out) • Provides access to care during time of crisis • Strengthens physician/patient relationship; patients feel comfort and gratitude knowing they can reach physician in a new modality • Forces changes to the current coverage and legal policies Benefits for Physician/Practice Benefits for Patient Impact of Telehealth on the Healthcare Industry Long-Term Benefits Immediate Benefits Copyright 2020 Way to Goal. All rights reserved.
- 15. With proper implementationand integration into the existing treatment sphere, telehealth is now considered a supplemental tool that is here to stay. Copyright 2020 Way to Goal. All rights reserved.
- 16. How to ensureproper telehealth utilization Physicians predict telehealth will endure beyond the pandemic, assuming the following conditions are met Physicians/hospitals are being reimbursed properly for telehealth visits Physician-patient confidentiality is secured • Patients must feel they can relay information to their physician in confidence via telehealth • Telehealth platform must provide a secure log-in so patients know their session is private Telehealth is utilized for appropriate visit types • Patients are visiting physicians virtually for follow-ups, medication refills, psych evaluations, etc. • Physician must be honest with patients and notify them when it is necessary to come in-person • i.e. for lab work, procedures, new patient visits, or pre-surgery visits The appropriate platform is adopted • IT departments and staff use trial-and-error process to find platform that is easy to use for patients • Platform is HIPAA compliant , does not lag, and integrates well with current EHR system Patients feel like they are continuing to receive quality care via telehealth Copyright 2020 Way to Goal. All rights reserved.
- 17. “I think telehealthis here to stay and will be used across all specialties, but it will be used more selectively in the future. I imagine that a good portion of my patients will request it in some occasions that make sense, maybe about 30%” -Oncologist “I think it will continue. Now even as we are opening back up slowly, we're finding patients continuing to call us and want to be seen using telehealth. Patients like it, so we will probably always offer that option when applicable.” -Primary Care Physician “I think [COVID-19] is the catalyst to bring our industry to the modern era of telemedicine, as long as insurance companies continue to reimburse it. A lot of us have had a surprising experience with it and see it has a place in medicine.” -Cardiologist “I think this crisis…made it apparent that patients don't have to be limited by location. Some aspects of healthcare will continue on virtually…not all of course. But the most revolutionary area that telemedicine is likely to play a role in is the management of chronic diseases and disorders.” -Psychiatrist Copyright 2020 Way to Goal. All rights reserved. “ “ Physicians are seizing this opportunity to standardize a hybrid model for future patient care
- 18. How does theTelehealth market look now? Copyright 2020 Way to Goal. All rights reserved.
- 19. As predicted byphysicians in our study, Telehealth utilization has dropped to ~20% since the start of the pandemic, as more patients return to in-person visits • Telemedicine visits accounted for just 21% of total encounters by the middle of July, down from 69% at the early peak of the public health crisis in April, according to national data from Epic, the electronic health record company. • Because of the major ramp up in the peak of the pandemic, healthcare practices will have to work to find the right mix between office and telemedicine visits in the coming months Copyright 2020 Way to Goal. All rights reserved. https://www.ehrn.org/articles/telehealth-fad-or-the-future/ https://www.statnews.com/2020/09/01/telehealth-visits-decline-covid19- hospitals/
- 20. The Telehealth market continuesto expand and is investing heavily in future growth Copyright 2020 Way to Goal. All rights reserved. • By 2025, Telehealth is projected to exceed $64.1 billion in the US; Globally the market is projected to surpass $130.5 billion • From 2017-2023, the global Telehealth market is projected to grow at a compound annual growth rate of 16.8% • Confidence in this industry is growing as we continue to see companies filing for IPOs as well as numerous mergers and acquisitions between telehealth and digital health tech companies in the upcoming months https://www.gminsights.com/industry-analysis/telemedicinemarket https://www.americantelemed.org/resource/why-telemedicine/ https://www.statnews.com/2020/09/01/telehealth-visits-decline-covid19-hospitals/
- 21. Continued use isdependent on several factors Copyright 2020 Way to Goal. All rights reserved. Patient Willingness Patients across all age groups have embraced telehealth since the pandemic and appreciate the convenience it can provide • According to a survey conducted by longtermcarepoll.org, 9 out 10 Americans over 40 years old are comfortable utilizing telehealth for themselves or a loved one, debunking the myth that older generations are not as comfortable with Telehealth technology Proper Insurance Coverage National policymakers have still not confirmed whether they will establish permanent coverage policies. • Without permanent policy changes, it is unclear if telehealth services will represent a significant proportion of U.S. health care visits in the long run Technology Despite minor issues with utilizing the technology, access remains an issue for a portion the US population. • 23% of patients said they do not have the technology to support Telehealth visitshttps://www.fiercehealthcare.com/practices/rush-to-embrace-telehealth-many-physicians-still-have-concerns-about- quality-care-survey https://www.longtermcarepoll.org/many-older-americans-opento-using-technology-to-increase-access-to-care/ https://www2.deloitte.com/us/en/insights/industry/health-care/virtual-health-care-health-consumer-and-physician-
- 22. About Way toGoal Way to Goal Business Insights provides healthcare and med-tech companies with outstanding insights to develop optimal marketing strategies that win. Through innovative market research design and novel customer insight interview techniques, Way to Goal has a proven track record of delivering rapid- turnaround, custom, market research for some of the largest healthcare companies in the world. Clients rely on us as a valuable resource for a wide range of marketing research studies to address their most complex business problems. Copyright © 2020 Way to Goal Business Insights. All Rights Reserved. Reproduction, distribution, and use of this report are subject to the terms of your agreement with Way to Goal Business Insights. The report may not be copied or used without the express written consent of the owner. The trademarks identified herein are the registered trademarks of their owners. Way to Goal Business Insights does not, through this report or otherwise, give legal, regulatory, or investment advice or recommend or advocate the purchase or sale of any security or investment, and it assumes that the Customer will obtain legal and/or regulatory advice as it deems appropriate. Information in this report has been obtained from a variety of third-party sources and, as such, all statements, facts, information, analyses, interpretations, and opinions contained in the report are provided “As Is” and are made without representation or warranty of any kind by Way to Goal Business Insights or its affiliates, officers, employees, contractors, or business partners as to accuracy, completeness, usefulness, merchantability, fitness for a particular purpose, or otherwise. Way to Goal Business Insights makes no guarantee, warranty, or assurances concerning the future financial return of an existing or proposed product or service. Visit us at www.waytogoal.com
- 23. Thank you! Copyright 2020Way to Goal. All rights reserved. For more information: Download our Free Telehealth Study Now
Editor's Notes
- #3 Doreen Fun Fact: I was formally trained in classical ballet and I was a dance instructor for 10 years. The discipline that I acquired in those years was greatly valued, reaching my personal and professional goals.
- #24 https://waytogoal.com/telehealth/