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
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
