The pandemic required us all to adjust our routines in different ways, and many trends that emerged as a result of COVID-19 are here to stay. Telehealth and other digital health solutions — while not new prior to the pandemic — are now a regular part of the healthcare experience. In a matter of weeks, the widespread adoption — and success — of telehealth as a safe and effective option for healthcare delivery and access became the norm. Now, virtual doctor’s visits are no longer an alternative, they are an expectation, transforming healthcare delivery in positive and meaningful ways.
COVID-19: The great accelerator
COVID-19 accelerated many innovations, and telehealth is among the most significant in terms of healthcare delivery and consumer access. Just four weeks into the pandemic, 60 percent of Wellstar providers were using telehealth solutions for virtual patient visits — a rollout that occurred nearly a year faster than originally planned. In fact, Wellstar providers have conducted 235,500 video visits from March 2020 through June 2021.
COVID-19 also accelerated the removal of many barriers to telehealth. Prior to 2020, telehealth for patients receiving outpatient services was virtually nonexistent in part because of limited insurance coverage and provider reimbursements. When COVID-19 hit and virtual health became an imperative to healthcare access, waivers and other exceptions were approved for insurers to cover telehealth for patients and for providers to be reimbursed as if they were delivering care in person.
The passage of The Georgia Telehealth Act — a bill carried by State Representative Sharon Cooper and Senator Kay Kirkpatrick, M.D. — was also a significant and welcome milestone in removing barriers and advancing telehealth services in Georgia. The bill extended privileges that were allowed during the pandemic and made them permanent, including allowing physicians to provide telehealth services from home and patients to receive services from home, workplace, or school.
Convenient, accessible care
Though COVID-19 necessitated that physicians and patients adapt to virtual care, now it’s a choice many patients prefer. In fact, nearly 70% of our patients who receive outpatient mental health services currently choose video visits over in-person visits. We see this trend across all our services: This year’s number of video visits systemwide is expected to surpass those of 2020. An added benefit, our appointment no-show rate has drastically declined. Maybe it’s relief from fighting traffic or time saved by staying home, but virtual visits give many people a level of comfort — and convenience — they didn’t have before the pandemic.
Virtual visits also help people who can’t easily access care. Our physicians can better serve Georgians who live in rural areas, who can’t drive or access transportation, or who have mobility issues. Of the video visits we’ve had this year, approximately 70% are with patients who are between 45-84 years old. Regardless of our patients’ comfort level or familiarity with technology, we have resources and processes to equip patients and providers to ensure we are meeting Georgians where they are so they get the care they need.
Based on the success of telehealth to respond to COVID-19, we’re considering additional ways to leverage telehealth services. One candidate for telehealth expansion is shared specialty services, where a specialist based in one Wellstar hospital could serve patients across the Wellstar network via virtual visits. This would enable patients to receive specialty care regardless of where they are in the region. In an inpatient setting like a hospital, this means that a patient might avoid the disruptive experience of transferring to another hospital where a specialist is based.
The future of healthcare delivery
Advancements in telehealth and other digital care technologies have set the stage for future solutions that are being fueled by collaboration and innovation.
Patients are becoming more comfortable with digital tools, including those that equip them to be more engaged in managing their own care, and Wellstar is leveraging opportunities to meet consumer demands and empower them in their healthcare choices. For example, we recently announced our partnership with Sharecare to collaborate on innovative consumer and team member digital health solutions, and in May, we launched Catalyst by Wellstar™, a first-of-its-kind global digital health and innovation center created to drive thought leadership and collaborative innovation in healthcare.
We’re engaging best-in-class entrepreneurs, philanthropists, community members, research and development experts, corporate partners, academicians, scientists, and thought leaders inside and outside the healthcare industry to solve problems and create opportunities for how healthcare is used and delivered. Through partnerships and the collective expertise of a broad network, we’re harnessing technology and innovation to drive positive impact and empower consumers on their unique healthcare journey.
Building on the momentum
The last 18 months have shown the remarkable ability to dramatically enhance the healthcare experience with accelerated technology adoption and improved access to quality care. Wellstar would like to commend our elected leaders and their staff who have prioritized measures to advance and fund telehealth services, which has a direct positive impact on our providers and patients. As we build on this momentum, we will continue to explore ways to collaboratively lead positive change to improve the health and well-being of Georgians across the communities we serve.
Dr. Hank Capps is the Chief Information and Digital Officer and Sally Eckford is Assistant Vice President of Virtual Health at the Wellstar Health System.
