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During the COVID-19 crisis, many local health care networks have seen an increase in the number of patients using telehealth services. The use of remote services has surged by as much as 50 percent in some Mercy hospitals. As Gavin Helton, senior vice president of population health at Mercy, explains, “The COVID-19 crisis created an urgent need to protect and treat patients while adhering to the appropriate social distancing protocol and sheltering in place.”
More patients are accepting the use of technology, more insurers now cover telehealth, and the government has loosened restrictions regarding Medicare and HIPPAA enforcement, notes Sam Bhayani, chief medical officer of Washington University Physicians.
As the number of St. Louis COVID-19 cases rose, SLUCare moved 50 percent of its patient appointments online within a week. “The leadership of our medical group developed a list of what types of visits could be moved,” says Matthew Zimmie, assistant vice president and chief medical information officer for the medical group. “We then trained the people on the new telehealth system and how to offer it as an alternative to patients.”
The technology also makes it easier to test for COVID-19. In partnership with BJC HealthCare, Washington University enrolled suspected COVID-19 patients in a program in which hospital staff monitors their symptoms daily. If symptoms worsen, patients see their doctors virtually or come into the hospital or office for testing and treatment.
At SSM Health facilities, virtual visits have helped prevent unnecessary contact with symptomatic patients. Mercy developed a free digital screening tool, available on the website. Patients type in their symptoms and then seek further care if directed. The tool also identifies patients at higher risk for complications associated with COVID-19.
In June, SLUCare launched telemedicine hubs in four local churches through its new Neighborhood Virtual Visit program to reach people without smartphones or internet who would benefit from connecting virtually.
It’s telehealth’s original purpose: bridging health care gaps. “You can take care of a broader geographic distribution of patients and still have your main office in an urban setting,” says Timothy Johnson, vice president of medical group operations for SSM Health.
Of course, not everything can be handled online. “If you’re truly having an emergency, like a heart attack or are bleeding significantly due to an injury,” Johnson says, “call 911 and get to the emergency room.”
