Michigan's Henry Ford Health System and General Motors partnered to develop a narrow-network insurance product for GM employees called GM Connect Care.

THE PROBLEM

Through this product, HFHS aimed to offer innovative care delivery options that would be convenient and cost-effective for GM's members. The initial ask from the employer was a full service clinic staffed on site at GM world headquarters in Warren, Michigan. With the high initial set-up costs of a full on-site clinic with an on-site provider, this was a difficult request to accommodate using a traditional clinic model.

PROPOSAL

After further discussions and cost analysis, HFHS and GM came to an alternative option to offer an on-site clinic with access to virtual providers, using telehealth technology to facilitate a comprehensive clinical experience.

"By offering the on-site medical assistant support, HFHS was able to offer more services and give a high-touch user experience for both the employee and the provider."

Courtney Stevens, Henry Ford Health System

"This on-site clinic would not only offer convenient access to HFHS provider resources at a distance, but also on-site point-of-care testing, vaccinations and the ability to draw labs for employees, saving them an extra trip to a clinic," said Courtney Stevens, director of virtual care at HFHS. "This option also allowed HFHS to leverage and optimize precious provider resource time and spread their expertise where and when it is needed, breaking down physical and geographic barriers."

MARKETPLACE

There are many vendors of telemedicine technology and services on the health IT market today. Healthcare IT News published a special report highlighting many of these vendors with detailed descriptions of their products. To read the special report, click here.

MEETING THE CHALLENGE

"HFHS leveraged TytoCare as the EHR-integrated telehealth solution to accommodate this comprehensive clinical care delivery option," said Joel Whitbeck, group practice director at HFHS. "This model included an on-site medical assistant to support employees with on-site point-of-care testing, vaccinations and drawing labs.

"In addition, HFHS has online self-scheduling and a dedicated scheduling phone line available to employees, or the employee can show up at the clinic where the medical assistant will help schedule an ad hoc appointment with a remote provider resource," he continued. "The medical assistant executes standard rooming activities and collects key vitals for the employee, which will be entered into the Epic EHR and be available for the remote provider at the time of the visit."

With the use of TytoCare in the hands of the medical assistant during the virtual visit, the provider is able to perform a comprehensive exam, including enhanced skin exam, head and neck exam, ear exam with the otoscope attachment, and auscultate the lungs, heart and abdomen with the stethoscope attachment.

"With this model, the medical assistant and remote provider have access to all HFHS integrated systems, such as lab, radiology and pharmacy, including HFHS home pharmacy delivery services."

Joel Whitbeck, Henry Ford Health System

"With this model, the medical assistant and remote provider have access to all HFHS integrated systems, such as lab, radiology and pharmacy, including HFHS home pharmacy delivery services," Whitbeck said. "Orders can be sent directly through this existing integration and be processed efficiently. This option offered a financially viable and clinically comprehensive service to solidify this health system/employer partnership."

RESULTS

Whitbeck had plenty of data to report. The following data all comes from Q42021.

There were 516 appointments scheduled: 313 were scheduled online, 189 appointments came from calls and 14 appointments were walk-in.

The quarter's patient satisfaction survey responses were high. Some 91% of respondents indicated the visit met or exceeded expectations; 82% would very likely recommend; 91% indicated they were likely to have missed work if this was not an option; and 83% reported that they were very likely to get an appointment in the time frame they wanted.

The lack of wait time was impressive. Access to the next available appointment was zero, with immediate availability. And the average wait time (check-in to visit initiation) was three minutes. New patient growth was solid, with 64% of the encounters new to HFHS (June 2021 to January 2022).

"The marriage of HFHS clinical strategy and TytoCare telehealth technology has allowed this service to offer convenient options to meet the employees' needs and continue to drive quality, comprehensive clinical care," Whitbeck said.

ADVICE FOR OTHERS

Stevens offers five bits of telemedicine advice for her peers:

• "Integration is key. Clearly identify what service and offerings the employer is seeking in the clinical relationship, and identify a technology that will meet or facilitate that need, but seamlessly integrate into your existing EHR or clinical workflow."
• "Consider the employee experience. By offering the on-site medical assistant support, HFHS was able to offer more services and give a high-touch user experience for both the employee and the provider."
• "Look to offer various and convenient options for the employees looking for this service, including online self-service, direct dial and walk-in options to meet their needs."
• "Work with the employer on key performance indicators and requirements upfront, so that both parties are clear on expectations, and what success looks like. This may include reviewing the employer culture, strategy (remote versus on-site), and polling employees as to what services and features they would want."
• "Develop a communication strategy in partnership with the employer to ensure this option is available and shared through various channels."

Twitter: @SiwickiHealthIT
Email the writer: bsiwicki@himss.org
Healthcare IT News is a HIMSS Media publication.