The GW Medical Faculty Associates will continue to assess the effectiveness and impact of this novel telehealth business model. The important components that will be reviewed for modification will include the following:
- Review of behavior change (both the provider and the patient)
- Effectiveness of marketing initiatives to create awareness of the ConnectER Program among providers in the Emergency Department and the patients
- Call center staff following up with discharged Emergency Department patients to ensure they are aware of telehealth as an option for their follow-up care
- Effectiveness of education for providers (to ensure they are effective in providing virtual care)
- Assessment of effectiveness of education for patients (to ensure the virtual encounter has the same impact as a face to face visit)
- Analytics, i.e., a comparison of metrics to determine the number of referred ED patients who engage with the service versus the number of referred ED patients who could have taken advantage of the program but did not.
- Analytics to determine if the Medical Faculty Associates ConnectER program is having an impact on the Left Without Being Seen rate and the impact on Length of Stay in the ED.
- Assessment to determine if the ConnectER Program is increasing the patient perception of the GWUH as a whole and the ED, the The GW Medical Faculty Associates, and the ED physicians.
The results of the above will impact the sustainability and scalability of the Medical Faculty Associates ConnectER Program and will allow The GW Medical Faculty Associates to determine how else it can leverage telehealth and remote patient monitoring. It will be key for the future of the The GW Medical Faculty Associates to expand virtual visits for primary care, urgent care, and the patient centered medical home, as well as for specialty consults. As patients who are farther and farther away in Virginia, Maryland, and West Virginia seek services at The GW Medical Faculty Associates, even more opportunities will arise to enhance follow-up care and tele-consultations. Expanding services for remote patient monitoring and care coordination will help existing practices, evolve the ACO, and engage regional hospitals that will benefit from the associated infrastructure. All of which will be especially important as patient engagement and the use of telehealth and remote patient monitoring continue to make their way to center stage on account of the Medicare Access and CHIP Reauthorization Act (MARCA), as well as MIPS.
Acknowledgements: Neal Sikka MD, Stephen Badger, James Betz, Stella Kim, Brian Choi MD, Gerard Pappa, Nicholas Reed
HIMSS Staff: Thomas Martin, David Collins, John Sharp