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Telehealth at Kaiser PermanenteVirtual Care Innovation NetworkProgram Kick-Off WebinarEd Lee, MD, MPHAssociate Executive Director for TechnologyThe Permanente Medical GroupExecutive Vice President of IT andChief Information OfficerThe Permanente FederationMarch 2, 2021 2021 The Permanente Medical Group
Kaiser Permanente Telehealth JourneyKaiser Permanente will define the standard of excellence for telehealth in the industry, delivering affordable,seamless, high-quality Permanente Medicine that is available whenever and wherever our members need it.WHEREWE AREWHEREW E H AV E B E E NKP has been a leader intelehealth since the1990s, delivering virtualcare, setting thestandard for theindustry2KP has progressed its telehealth significantly,particularly in response to COVID-19. KP isnow developing its approach totelehealth that will define the next generationof virtual care deliveryWHERE WE AREGOINGKP is building upon its telehealth successesthrough expanding its current capabilities tonew uses, developing new capabilities,especially within the acute care and care athome space, and integrating capabilities tocreate a seamless member and clinicianexperience.
The Changing LandscapeCOVID-19 has dramatically shifted where Americans work and live and how they seek healthcare. These changing customer,member and clinician demands are driving rapid market transformation.CONSUMER DEMANDSSOCIETAL SHIFTSConsumers are seeking ondemand, personalized accessto health care whenever theyneed it and wherever they areCOVID-19 led to an increase inworking from home.TECHNOLOGY ADVANCESCARE DELIVERY OPTIONSNew technologies andplatforms are driving rapidtransformation and enablingnew and innovative capabilitiesElimination of traditionalgeographic boundaries isenabling low cost, virtual-firstcare delivery across state linesEvolving technology, new demands from consumers and clinicians as well as shifts in society and care delivery modelsare driving a fundamental shift in how care is delivered and to whom3 2021 The Permanente Medical Group
Telehealth at KP Improved Care Delivery, Quality & AccessTelehealth offerings are widespread across Kaiser Permanente and enabled in many areas by standard technology solutions available to all regions.BenefitsFocus AreaseVisitsChatDeliver CareRemotely Increase availability ofeducation & resources More choices for members Higher visit efficiencyAppointmentRemindersExtend Services Intothe Home More convenient Increase access for patientswith mobility ortransportation issues Expanded hours withoutfacility costs4 2021 The Permanente Medical GroupTelephonySecureMessagingMonitor and PreventChronic Conditions Reduce margin for humanerror More efficient and effectivetreatment decisions Prevent hospitalizationsthrough early detectionVideoRemoteMonitoringFacilitate andImprove Access Shorter waiting times Improve patient engagementand satisfaction Consistent serviceexperience24x7Nurse TriageAdvance KPTechnology Landscape One of the first to leveragecloud services Delivered SaaS solutionsacross all regions Consumer facing federateddevelopment
Personalization of CareVideo VisitsIncreased patient convenience and satisfactionSystematic integration with clinic operationsPatient promotion and readiness for video-basedcareOpportunity to enhance physician satisfaction5 2021 The Permanente Medical Group
Patient Experiences with Video VisitsI don’t need to take her out of school; I don’tneed a school note; and she does not missany class time. I love video visits!!!!!—Busy mom, KP member“As I logged in, I could see that mom was standing in the corridor of aschool hallway. She proceeded to call her daughter out of class,showed me the rash, then sent her daughter back into class—all within1-2 minutes.”— Dr. Young, Pediatrics
Patient Experiences with Video Visits7 2021 The Permanente Medical Group
Patient Experiences with Video VisitsOpportunity: A conversation with patient at homeabout transition to Hospice Care“Video visits allowed me to address all emotionalaspects of this difficult conversation without having thepatient come to see me in person. I could see the tearsin patient’s eyes as he was making difficult choices forhimself. Reflecting on emotions are an important partof these meetings and video visits allowed me to dothat.”— Dr. Baijal, Palliative Care
2020 Telehealth Growth in Response to COVID-19% of Ambulatory Visits: In Person, Telephone, and 4,000,00051% 0-10%8%0%0%Jan-20Feb-20Mar-20Apr-20Total Visit VolumeMay-20Jun-20Percent VideoJul-20Aug-20Percent TelephoneSep-20Oct-20Percent Face to FaceNov-20Dec-20
Telehealth Increased Across All Racial GroupsNote: Data is only for the following regions: SCAL, HI, MAS, CO, WA, NW, and GA
Telehealth Visit by Neighborhood Deprivation Index (NDI)
Telehealth for Behavioral HealthTo help ensure our members got the high-quality mental health care they needed during this stressful time —without risking exposure in person — we shifted nearly all our mental health services to telehealth.Percentage of mentalhealth encountersthat were virtual16%pre-COVID-19199%during COVID-1921. Kaiser Permanente internal data, scheduled outpatient mental health services, February 2020. 2. Kaiser Permanente internal data, scheduled outpatientmental health services, April 2020. 3. Kaiser Permanente internal data, scheduled outpatient phone appointments and video visits, updated May 6, 2020.Since COVID-19 began:3 583% morevideo visits 470% morephone appointments
Key Enablers to Successful Telehealth in KPTelehealth is an extension of care-delivery led by operations and supported and enabled by technology. Physician and clinician input in every part of the process (design,testing, implementation, enhancements) Integrating our technology into clinical workflows (from schedulingto conducting the visit to documentation and follow-up) KP integrated health record and systems: telehealth is built into oursystem of integrated care - the ability to share and seamlesslyexchange medical and non-medical data across digital systems andinterfaces, specifically with electronic medical record system. Doctor and specialist can perform virtual consultations KP's virtual care appointments are all staffed by KP providers ratherthan third-party providers. Reporting and performance management (e.g., 5-Star Survey forclinician and member real time feedback on their experience)
Telehealth at KP Looking Ahead14 Our goal is patient-centered care that is: Personalized and Convenient Accessible and Equitable Affordable High quality Promote joy and meaning for our clinicians Leverage cross-regional clinical expertise Improve spread of best practices with greater consistency across regions 2021 The Permanente Medical Group
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Thank You!
Feb 23, 2021 · Kaiser Permanente will define the standard of excellence for telehealth in the industry, delivering affordable, seamless, high-quality Permanente Medicine that is available whenever and wherever our members need it. Kaiser Permanente Telehealth Journey KP has been a leader in telehea
