navigating through virtual care

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Jim has never tried virtual care before, but seeing that the ... provider reaches out to Jim over video chat or phone. .
THE PATIENT JOURNEY

navigating through virtual care 3 out of 4 consumers are interested in receiving virtual care1 See how one patient discovered his local health system's virtual care offering.

7:00 PM: NOT FELLING WELL

DOCTORS NEAR ME VIRTUAL CARE2

Jim has been feeling achy all day. He goes online to search available healthcare options on a Sunday evening and finds his local health system offers 24/7 virtual care.

72%

12 MIN WAIT

EMERGENCY ROOM

of web users search online for healthcare information3

2 HR WAIT

URGENT CARE

OPENS AT 6:00 AM

WALK-IN CLINIC

OPENS AT 8:00 AM

7:15 PM: REQUESTING CARE Jim has never tried virtual care before, but seeing that the virtual visits are offered by a trusted local health system, Jim feels confident he'll receive high-quality care. He completes the intake process, which includes answering demographic questions and listing his current location. He is also asked if he has an existing primary care provider.

70%

of virtual clinic patients do not indicate that they have a system-affiliated PCP2

Not feeling well?

Thank you for requesting care.

CONTACT INFO SYMPTOMS

A PROVIDER WILL CONTACT YOU SHORTLY

PCP AFFILIATION? REQUEST CARE

7:25 PM: VISIT BEGINS A board-certified family practice provider reaches out to Jim over video chat or phone.

VIRTUAL PRACTICE GUIDELINES The provider uses evidence-based virtual care guidelines* to evaluate Jim's symptoms and determine if he can be treated virtually. *Carena's Virtual Practice Guidelines and health system-based clinical workflows support providers in treating patients effectively and efficiently.

THE PROVIDER DISCUSSES THE FOLLOWING WITH JIM:

 Flu symptom management techniques Jim can use at home  When it is appropriate to go to the emergency room (if symptoms worsen/fever over 102°/fainting)

 The importance of having regular primary care (PCP) visits to spot health patterns and anything more serious

 That antibiotics are not always necessary

7:45 PM: VISIT ENDS

LESS THAN

Jim receives a summary of his visit, and helpful information for managing flu symptoms. A copy of his visit summary is sent via secure transmission to the health system giving them the opportunity to follow up with Jim.

A WEEK LATER: FOLLOW-UP Jim is feeling better and is looking forward to staying connected to his local health system after having a great virtual visit experience.

1/2

of virtual visits result in a prescription2

20 MIN

average visit time2

HEALTH SYSTEM REFFERAL RATES

34%

of patients are referred to in-person care if symptoms are not appropriate for virtual care2

10-12%

complete an in-person PCP visit after follow-up by health system partner4

Learn how to connect consumers to your health system and build affinity relationships with your patients. VISIT US AT CARENAMD.COM

SOURCES 2

Carenamd.com | (800) 572-2103 © 2017 Carena, Inc. All rights reserved. 0317. X053

1 Accenture Consulting, 2016, Tap Into the Virtual Health Opportunity Study Carena 2016 Virtual Clinic Operations Data for Health System and Employer Partners 3 Pew Research Center, 2013, Internet and American Life Project 4 HSHS Medical Group, 2017, Telemedicine in our Vision of Medicine 3.0