Operations and Implementation
As the industry continues to shift towards value-based care, virtual care or telehealth has become an effective strategy to improve access to care and reduce cost across the continuum. Named one of the "100 Most Wired" health systems in the United States by Hospitals & Health Networks, Henry Ford Health System is committed to innovation in how we communicate and connect with our patients, our colleagues, and our community. The Henry Ford Health System's Virtual Care mission is to improve the healthcare experience by leveraging virtual care and technology to increase access, reduce costs, improve workflows, increase quality, improve customer convenience and enhance existing portals. Virtual Care applications include doctor consultations, diagnosis and treatment, education, and ongoing health monitoring. Henry Ford Health System has developed a virtual care strategy and processes to support and implement these various applications across the continuum of care including remote monitoring, e-visits, Clinic to Clinic telemedicine appointments, eConsults, virtual consults, MyChart Post Op Follow Ups, and MyChart Video Visits. Our strategy included an in depth needs assessment and standardization across the health system and medical group. Some operational and process components include an organizational structure, standard project work plan, intake request application, equipment kit, EMR build criteria, metrics, and review process.
In the beginning stages, we worked with early adopters to streamline implementation. We have completed various virtual pilot programs including video dermatology and psychiatric consultations within the hospital setting, video outpatient international travel medicine, dermatology, and psychiatric visits, video outpatient vascular procedure assessments, and asynchronous primary care and post-surgical follow up visits. These pilots produced over 100 virtual visits/consults in 2015 with positive results, and over 900 visits/consults in the first half of 2016. Henry Ford also admitted more than 1,600 new patients to their e-Home Care program (remote tele-monitoring at home) with 200 patients active daily.
Henry Ford has developed standards and operating procedures to make the implementation of virtual care programs seamless and easy for the stakeholders. Over the next few years Henry Ford will be focusing on driving adoption and scale, allowing us to extend our resources and service to a larger patient populationâ€¦ expanding possibilities, connecting people, with care that's All For You.
Director, Virtual Care
Henry Ford Health System
Courtney Stevens, the Director of Virtual Care for Henry Ford Health System, has been with the Henry Ford for over 10 years. She started at Henry Ford Health System in Process Improvement as a management engineer, where she has applied her industrial engineering and project management skills to various projects to aid in health system improvement, integration and alignment. She transitioned to Customer Engagement/Care Experience where she helped to improve the customer experience through project management, data/root cause analysis, training, and process improvement initiatives. Courtney was integral in the development and deployment of various system-wide (over 24,000 team members) trainings, as well as a standard system approach to leadership rounding. As of March 2016 Courtney accepted a leadership role in Virtual Care developing the strategy and standards for telehealth expansion throughout Henry Ford Health System’s continuum of care. In the first year as Virtual Care Director Henry Ford has implemented and supported 14 telehealth programs/pilots spanning 12+ specialties, resulting in over 3,000 virtual encounters.
Courtney has a Bachelor of Science in Industrial Engineering from Western Michigan University and Masters of Science in Engineering Management from Wayne State University. She also has 4 years of experience as a Senior Product Engineer at TRW Automotive Occupant Safety Systems in the driver side airbag and steering wheel division.
Monday, April 24
10:35 AM – 10:54 AM