The status quo of in-person verbal care delivery has greatly changed due to COVID-19 and the influx of digital health tools.
In addition to live telehealth videos, one of the most important digital health tools to increase efficiencies and improve patient outcomes is the use of recorded videos as a digital asynchronous care tool.
With recorded video integrated as an operational care delivery tool we are able to save hundreds of hours in expensive staff and clinician time while also saving thousands of dollars.
No more paper pamphlets that end up in the trash. No more verbal education that leaves patients wishing they would have listened better or didn’t forget.
Health Care Transformation supports healthcare organizations to integrate recorded video as a care delivery tool that drives ROI for the organization.
We saved Resolution Care Network over $1000 and 15 hours of busy clinician time with ONE video implemented for TWO weeks for FOUR physicians
Let’s show you how we saved time + $$ with digital video.
THE PROBLEM: Given the urgent nature of COVID-19, the physicians at Resolution Care needed a streamlined process to have advance care planning (ACP) conversations with hundreds of chronically ill patients in a short period of time.
THE SOLUTION: Health Care Transformation supported Resolution Care leadership to streamline this end of life decision-making and documentation with chronically ill patients through the strategy, development, and implementation of recorded video as a digital asynchronous care delivery tool.
We used video analytics, surveys, and focus group feedback to assess performance and ROI. Within 2 weeks of implementation we saved over 15 hours and $1,000 of clinician time. Patients who watched the video were more prepared and physicians were more effective during their appointments.
Our implementation of digital asynchronous video is a 3-step process:
Watch our process video:
Strategize: We documented our goals, desired ROI, and metrics to assess performance of the video, including patient activation and physician efficiency.
Develop: We scripted, filmed, and edited the asynchronous care delivery video. In post-production we added English and Spanish language captions and created Call-To-Action buttons with surveys to assess performance.
Execute: The video was hosted online with analytics, embedded into the Resolution Care website, and integrated into the schedulers’ + physicians’ workflows.
Watch the patient-facing digital video we produced:
ROI for ONE video implemented for TWO weeks for FOUR physicians:
Organizational impact resulted in:
$1,000+ in cost savings
15+ hours in physician time saved
Hundreds of medical records updated
Provider impact resulted in:
Our engagement went more smoothly, briefly, and productively if they [the patient] watched the video.
-Resolution Care Physician
Patient impact resulted in:
It was a nice, clear explanation of covid-19 as a health challenged person and end-of-life decisions I should think about before having the conversation with my doctor.
-Resolution Care Patient
Hear from physician leadership at Resolution Care Network on the use and implementation of digital asynchronous care videos:
I’m very interested in exploring new and different ways to use this asynchronous digital technology to advance the care we give.
Prior to the onset of COVID-19, the U.S. healthcare system was going through a major shift in healthcare delivery and reimbursement. The current structure is unsustainable as healthcare costs continue to rise and more consumers need access to high-quality affordable health outcomes.
Given this necessary shift, massive well-funded self-insured employers, such as Walmart, Amazon, and Berkshire Hathaway, as well as investor-backed healthcare companies, such as Maven, VillageMD, and Iora Health, are pushing U.S. healthcare towards innovative consumer-centric care.
We are also seeing the continued shifts in reimbursement and the management of patients from fee-for-service to value-based care arrangements, such as capitation and Accountable Care Organizations (ACO’s) that drive the need for population and panel management. This requires that healthcare providers have better technology and digital tools to engage in these types of future-forward care delivery models.
This shift was already occurring but has now been dramatically accelerated with the onset of COVID-19, where we are experiencing a drastic shift to digital and virtual healthcare delivery.
Many large healthcare providers had been taking years to integrate live video visits between a physician and patient, but with the onset of the coronavirus and better reimbursement from payers, we saw the shift to telehealth happen instantaneously, going from a few hundred telemedicine visits per year to thousands in one month.
Thankfully for most patients the results from a telehealth visit are largely qualitatively positive. The patient no longer has to drive through traffic, find parking, pay for parking, wait with other sick patients in the waiting room, wait for doctors who are always behind schedule, and interact with care team members who are staring at a computer instead of looking at the patient.
Now that healthcare systems and other providers have gotten a taste of the value of virtual care and digital healthcare delivery tools, it’s important that organizations continue to shift healthcare delivery to achieve what we have termed the Triple Aim + 1, otherwise known as the Quadruple Aim:
Improve health access + outcomes
Reduce healthcare spend
Improve patient experience
Improve provider + staff experience
Given this shift in healthcare delivery we launched a webinar on Digital Care Delivery in the Era of COVID-19 and Beyond.
Digital care is patient care that incorporates technology. In the case of COVID-19, this is largely telemedicine live video visits, phone apps, and remote patient monitoring devices.
We are now hearing the buzz terms The Digital Front Door and The Digital Care Journey.
The Digital Front Door is how we use technology to interface with potential and current patients in order to drive them to get the care they need at your institution. In many situations, such as pregnancy and surgery, the patient does in fact have a choice as to where they would like to receive care.
The Digital Care Journey is how we incorporate digital tools into the patient’s care journey from beginning to end, whether those are digital tools for scheduling, monitoring, or navigation.
Digital care can be provided as a population health tool that reaches the masses or as an individualized care tool that provides precision medicine to one individual patient.
One of the most important population health tools that reaches the masses is DIGITAL RECORDED VIDEO, which has been largely underutilized as a digital health tool in healthcare delivery.
Given the importance of recorded video as a digital care delivery tool, let’s discuss the issue with the status quo and how digital video can improve care, access, and experience while also improving clinician and staff efficiency.
What is wrong with the current status quo? It is:
Whether care is provided in-person or through a telehealth video visit, we know that care is inefficient and it is not fulfilling the needs of your patients, providers, or staff and not achieving your organizational mission.
This causes many problems for PATIENTS:
They may not be listening.
They might not understand.
They may forget.
They may not speak English as their first language.
They might need a caregiver to manage the information.
They might toss the paper in the trash without reading it.
Approximately 65% of the population are visual learners! So how effective are we really being with a one-time verbal communication of information to patients?
There are also many problems for the PROVIDERS:
They don’t have time to convey all the information to their patients in a single appointment.
They have to repeat the same standard information with each patient.
Their patients aren’t prepared for their appointments.
They feel frustrated and view their patients as non-compliant.
There are also problems for the ORGANIZATION overall:
Poor quality outcomes and ratings
Poor patient experience
Provider and staff burnout
Surgery cancellations and appointment no-shows
Wasted $$$ on paper educational and marketing materials that go in the trash
No brand engagement/increase in market share
The list goes on but the overarching theme is this: when we leave patient care to be entirely verbal and on-paper then we are providing inefficient care that wastes time, money, and energy. We are also leaving increased revenue on the table that could be driven from improved patient outcomes and experience as well as increased market share.
How do we make care more efficient using digital tools?
We must implement digital asynchronous video as a care delivery tool.
We use recorded videos in care delivery to drive targeted benefits such as increasing revenue, cutting costs, improving access and outcomes, reducing spending and improving experience. Many organizations are familiar with video libraries. But these are never developed with a targeted ROI and they are never integrated into clinical care. They attempt to check a box for patient education but never check the box for clinical and operational efficiencies.
We follow a three-step process to ensure ROI with recorded videos:
1. The first step in implementing digital asynchronous care is to ‘strategize’.
We work with our clients to lay out the goals we are trying to achieve, the target consumer, topic, and how we will directly measure that we have achieved those goals. We also help our clients to develop a multidisciplinary team customized to the client but often including a clinical leader, an administrative leader, and a marketing lead.
2. The second step is to ‘develop’ the content, operations plan, and marketing plan.
This step is incredibly important because we need to both create high-value videos while also ensuring the videos will be viewed by consumers. We take on every step of video production including scripting, filming, post-production, and post-post production add-on’s that include hosting the video with clickable Calls-To-Action. We simultaneously partner with the marketing and operational leads to build implementation plans using our templates.
3. The last step is to ‘execute’ on our plans.
This includes publishing the video(s), implementing our marketing and operational plans, and analyzing the process and goal metrics to calculate our ROI.
Why is recorded video better and more reliable than verbal and paper clinical operations? Analytics.
With digital marketing tactics we can use analytics to see who watched the video, how much of the video they watched, whether they clicked on our call-to-action buttons, and whether they understood and gained value from the content.
This data can be used to drive performance and action and we can directly correlate time and money saved for your clinicians and staff.
Which content areas benefit the most from digital video as an asynchronous care delivery tool?
If you have the strategy, processes, and analytics in place you can make videos on any content area: women’s health, surgery, cancer, transitions of care…the list is endless!
Just be sure when implementing that you are targeting ROI.
The ROI calculation will be different based on the organization, your target audience, and content area. It will range from cost cutting, i.e. replacing paper and lost expensive clinician/staff time, to increased value, i.e. improved patient outcomes, experience, and market share.
It is recommended that you start small with the clear and crafted ROI you are seeking and then grow and expand to other content areas.
In order to become the leaders and achieve ROI in virtual care through digital asynchronous care, there are some decisions you will have to make:
The first question to ask yourself is: Where are your low hanging fruit?
To determine the low-hanging fruit areas you should target, ask yourself the following questions:
Where are my providers/staff having redundant standardized conversations with patients that we could put on video?
Where would it be better and more effective for the patient to know the information BEFORE the appointment?
Where is it critical that the patient has access to the information (along with a caregiver) in order to ensure the patient complies with their care, i.e. we can’t risk them forgetting or not understanding?
The second question to ask yourself is: Will you build digital asynchronous video in-house or work with a partner to achieve success?
If you decide to work with a partner, you need to know what to look for in a partner. They should have the following background and expertise:
Because it is a partnership you need to focus on partnering with someone who knows:
How to develop your strategy
How to develop ROI and metrics
How to film including set design, editing, post production, CTA’s, etc.
How to market and operationalize
How to PDSA (Plan-Do-Study-Act)
So, what do you need to think about in order to start your digital care journey and be the best-in-class in virtual care? Ask yourself the following questions:
Where are your low-hanging fruit?
What are your barriers to incorporating digital asynchronous care?
How can those barriers be overcome?
How would you establish the ROI of digital video at your organization?
Who do you need to engage to ensure buy-in for your first pilot?
With digital asynchronous care you can move a 1:1 redundant unstandardized conversation into a standardized impactful conversation that can reach millions of patients with one click and drive operational efficiencies.
We have worked with clients across different spheres of healthcare topics to integrate digital recorded video as an asynchronous care delivery tool.
With Resolution Care Network physicians, we were able to save over 15 hours and over $1,000 in clinician time in just two weeks of implementation.
Our goal is to support healthcare organizations across the country to optimally integrate digital asynchronous video into their care delivery operations. With asynchronous video we can improve access, outcomes, and efficiency that is a win-win-win for patients, providers, and organizations.
Ready to chat about digital asynchronous care delivery at your organization?
As healthcare costs continue to rise and health outcomes
lack improvement, consumers are growing increasingly frustrated, confused, and
In fact, 9 out of every 10 individuals are considered healthcare illiterate, which is not surprising given the complexity of the healthcare system in addition to language barriers- not only due to medical jargon but also for the 25 million+ individuals who are limited English proficient. In no other industry is communication as important but as difficult as it is in the health care system.
Every other industry has defined their business model around
the consumer. This has not been the case in health care. Health care has
evolved to lack the infrastructure needed to understand their consumers and
their true needs, wishes, and desires.
This is all changing as health care moves from a
fee-for-service reimbursement structure that incentives volume to a value-based
care reimbursement structure including two-sided risk Accountable Care Organizations
(ACOs), bundled payments, and capitation. The future payment system will
require an overhaul of healthcare delivery as we know it.
In value-based care, the goal is improved outcomes at reduced systemic costs. And there is no way a health system can achieve success in the future of value-based payments without better empowering and engaging the most important component of the equation, the consumer.
“We are shifting to a model of payment where outcomes, quality, utilization, and cost matter more and more. In that market, how our customers behave and what they choose to do is going to be reflected in healthcare outcomes, and will matter to the viability of healthcare organizations far more than it has in the past. Patients will also increasingly act like consumers and will be voting with their wallets and their feet.”
-Dr. Zeev Neuwirth, Author of Reframing Health Care
We can no longer engage consumers by handing them pieces of
paper filled with medical jargon and hoping that Google will communicate on
behalf of the provider for anything that was misunderstood.
Consumers will need clear, concise, targeted, and curated information and tools that tell them exactly what they need to know. And this information will both improve the consumer’s experience with the healthcare system but will also drive appropriate consumer behavior. In doing so, this will allow your organization to not only survive the future of at-risk payments but to thrive in them.
The future of health care is video.
Individuals want information conveyed in a clear, concise, and entertaining manner. Gone are the days of reading packets of paper.
Here at Health Care Transformation, we are combining our
expertise to develop, create, and produce curated video content and tools that
help you achieve consumer-centric care. This curated content will improve the
patient experience and build a positive relationship with your brand.
Our content ranges from:
What to Expect as First-Time Patients
What to Do When You Experience an Urgent Health
How to Navigate Health Insurance
Planning Your Pregnancy Journey
Navigating a Hospitalization
Medical Decision-Making For Your Loved Ones
In addition to our content library, we love working with our partners to create custom content to achieve their specific goals. Regardless of whether we license or custom-create the content, we provide top support every step of the way as we partner to ensure success in rolling out the content at your organization and create a positive ROI.
How is our content + partnership consulting so impactful?
Removes the burden of developing standardized
patient education materials
Available in multiple languages
High-quality Los Angeles video production
A/B testing of all content + communications
Communication + marketing strategy
Analytics partnership to determine impact and
To quote leading healthcare expert Dr. Zeev Neuwirth, host of Creating a New Health Care podcast and author of Reframing Health Care, one more time:
“Our collective job is to educate, influence, and engage patients so that they have the best chance of becoming active participants in their own care…It is our job to make engaging in health care appealing, even enticing and entertaining, so that healthcare customers want and choose to participate. It is our job to make it easier, more convenient, and more dignified.”
-DR. ZEEV NEUWIRTH, AUTHOR OF REFRAMING HEALTH CARE
If you are a healthcare provider who is innovative and ready to thrive in the future of value-based care, contact us today. We are looking forward to supporting you and your efforts to integrate video content into the delivery of care and truly become a consumer-centric healthcare provider.
There has been some recent news on the Medicare Shared Savings front that’s a pretty big deal but honestly most people have probably never heard of an ACO, don’t realize they are in an ACO, and don’t know that ACO’s were a large part of the Affordable Care Act when it was passed back in 2010. So let me start from the beginning and lay this all out for you.
How Doctors/Health Systems Were Paid in the Past: Fee-For-Service (FFS)
What does this mean? They get paid a set amount every time they do something
What impact does it have?
It incentivizes doctors to do more (more surgeries, more labs, more imaging, etc.).
It does not pay doctors based on the quality of care the patient receives.
Doctors are not incentivized to provide care if they don’t get paid for it or if the FFS reimbursement is low, even if it would actually improve care for the patient (responding to messages, making calls to patients, video visits, mental health, obesity educational classes, etc.).
It siloes the providers of care from one another because everyone gets paid for only the service they provide, i.e. care is not patient-centric.
Enter the Accountable Care Organization (ACO).ACO’s are groups of healthcare providers that assume responsibility for the cost and quality of care for their patients.
What does this mean? The payer sets expected financial and quality benchmarks for the ACO’s patient population. If the ACO is below the financial target and above the quality targets the ACO gets to share in the savings with the payer. Note- there are two types of ACO’s: one-sided risk (upside only) and two-sided risk (upside and downside). Those who enter into two-sided risk will have to pay money back to the payer if the patients spend more healthcare dollars than expected but if there are savings they get a higher percentage of the savings. That is their only incentive to take on downside risk.
What impact does it have?
It incentivizes health systems to provide the right care at the right time in the right setting by the right person.
It incentivizes prevention and high-quality patient care.
It incentivizes health systems to invest in people and resources that otherwise wouldn’t be reimbursed under FFS but keep patients healthy, for example, remote monitoring in the home and calling/visiting patients after being discharged from the hospital.
It incentivizes health systems to break down siloes and provide patient-centric care to make sure all these items are achieved.
Little known fact: It is well established in health care that the government, i.e. CMS, is more progressive when it comes to cost reduction and quality improvement for patients, which is very surprising to most folks because they would assume it would be the private sector. Not the case in health care!
Renaming the program “Pathways to Success”. Not sure the need or impact of a title change but ok.
Reduces the different tracks ACO’s can take and they must take on downside risk within 2 years of entering the program (right now they have six years).
ACO’s must alert their patients that they are in fact in an ACO.
Adjustments will be made to ACO financial targets based on local markets.
Allows providers to receive payment for telehealth services to patients in their homes (which is currently not reimbursed under FFS Medicare)
What is “telehealth” you ask?Well let me explain…
I actually believe that most of these proposed items are good things. We should be doing more telehealth to reach patients where they are. We should be pushing health systems to move away from FFS incentives and take downside risk. It would be a good thing for patients to know whether they are in an ACO and what that means so they can continue to further engage with the health system in the most optimal way. Many are concerned that ACO’s will drop out of the program when forced to take downside risk but I think that will remain to be seen.
In the meantime, I hope you better understand the major development of the ACO that occurred within the Affordable Care Act and how some adjustments may be made to the program in the near future.
Do you want to understand how to navigate the healthcare system like a pro? Are you looking to achieve your best health at the lowest price? Do you wish you had the knowledge of a healthcare expert right at your fingertips of what to do and where to go and what to ask?
I’ve been passionately working in healthcare improvement for almost ten years now and it’s become very clear to me that:
A) Health care is WAY too confusing! Even many folks who work in health care are confused by the beast that is health care!
B) Health care systems can be messy and unfortunately sometimes things fall through the cracks and patients may not always receive the best possible care.
C) Because no one is taking ownership over educating people on what to do and where to go, many people actually don’t make the best decisions for their health or their wallet!
So I decided to change all that with My Health Care Transformation Handbook.This first edition handbook is your ticket to having healthcare expertise at your fingertips! Now you don’t have to worry that you don’t know what you’re doing or that you might be getting taken advantage of or that you might be making a bad decision. I’ve helped hundreds of people navigate the health insurance and provider system and now I’ve written my expertise down within My Health Care Transformation Handbook to guide and support you along your healthcare journey!
My Health Care Transformation Handbook has six sections to support you:
My Prevention– to support your health and happiness. It even includes the recommended guidelines for preventive screenings and vaccinations based on age and gender.
My Health Care Status– to manage and document your current health state, provider care team information, medications, urgent issues, etc.
My Clinical Encounters– to manage your clinic visits, emergent issues, hospitalizations, surgeries, and more. It even includes key questions to ask your doctor!
My Advance Care Planning– to support you or loved ones in decision-making around your goals of care in an unforeseen event.
My Health Insurance and Billing– to educate you on how to understand and select your insurance. It even includes tools to support you in budgeting and estimating healthcare costs.
Extras– including my key recommendations on how to reduce your healthcare costs!
I wrote this book just for you for when you’re ready to delve in and learn what you need to know about managing your health and taking control of navigating this crazy, confusing healthcare system. This is for people who want peace of mind and confidence. Who want to care for themselves and their loved ones.
Here are a few of the results you can expect from My Health Care Transformation Handbook:
Clarity on how best to navigate the healthcare system in order to achieve your best health at the lowest price
Confidence to ask the right questions and get the care you deserve
Freedom from the fear that may be holding you back from really engaging with the healthcare system
Support and expertise to guide you along your healthcare journey
Tools and resources to move your health in the right direction towards a long and healthful life for you and your family
Comfort in knowing you have my healthcare expertise to support you as well as a community of like-minded individuals who also want to live a happy, healthy life
Who My Health Care Transformation Handbook Is For:
You select your health insurance by picking the cheapest health plan available.
You don’t know the difference between a copayment and coinsurance. Or is there one?
You have never heard of the USPSTF and you have zero clue which cancer screenings you should get and when.
You think a “Patient Portal” might have been how they provided health care in a Star Wars movie…
You have walked into an Emergency Room to receive medical care (BTW if you can walk and talk, it’s most likely not an emergency…unless you have chest pain, loss of breath, etc. but read the book!)
You’ve never heard of Advance Care Planning.
You would have NO idea what to expect and what to do if you were hospitalized.
You know you need to learn about health care and you want to learn about health care so you can better protect yourself and your loved ones.
You love big pretty books.
Who My Health Care Transformation Handbook is NOT For:
You hate books.
You already know everything there is to know about health care.
You get excited about risking your health and who cares how much money you waste on health insurance!
You are ok with waiting until you get sick and feel crappy and are actually seeing doctors to start caring about all this healthcare junk.
If you are ready to feel knowledgeable, confident, and empowered, purchase My Health Care Transformation Handbook today for $49.95 + shipping. The first shipment of books is limited so be sure to order yours soon! There is no better time than today to take control of your health and start utilizing my healthcare expertise. Especially with open enrollment season right around the corner!