H E A LT H C A R E
COVID-19 Accelerates Digital Health NANCY HOWELL AGEE President and CEO, Carilion Clinic WHILE THE EFFECTS of the coronavirus pandemic have been financially
devastating for hospitals and health systems nationwide — not to mention lifechanging for our employees and patients, and their families — it has catalyzed our transformation by accelerating progress in digital health. Before COVID-19, health systems across the country were working to redesign care delivery to mirror the kind of convenience consumers have come to expect in other parts of their lives such as banking, air travel, and retail. Strategic plans called for the widespread use of technology to support remote visits by telephone, video, and email, and utility of technology to provide patient and consumer information and convenience. The pandemic gave a new sense of urgency to our plans, and with the unprecedented flexibility that came with hundreds of CMS emergency waivers, telemedicine rapidly advanced. At Carilion Clinic, for example, what we thought would take two years, we accomplished in a few days. Currently, 75% of our ambulatory visits are virtual, with patients and providers reporting high levels of satisfaction. As we restore services, we’ll continue to see patients virtually and push for longterm policy change so patients in even remote areas have access to primary and specialty care from their homes. For those with complex conditions, such as COPD, heart failure, and diabetes, remote monitoring will become the norm, lessening the need for frequent in-person visits. And employers will have access to virtual clinics so their employees won’t lose productivity. Face-to-face visits won’t go away, but patients will have greater choice in how they engage with health care providers and access health information. Space devoted to waiting rooms can be used instead for valuable clinical care. And with the aid of other technologies, patients will receive precisely the care they need, when and where they need it.
What we thought would take two years, we accomplished in a few days. Currently, 75% of our ambulatory visits are virtual, with patients and providers reporting high levels of satisfaction. 44