Direct to Consumer Strategies

ePoster Presentations

EP-132 - From Preparedness to Action: Telehealth Learnings from Hurricanes Harvey and Irma

Tuesday, May 1
9:55 AM - 10:10 AM
Location: Education Zone, Booth 2416, Screen 3

There is preparing for crises, and then there is preparing for Mother Nature. When Hurricanes Harvey and Irma struck, there was no predicting the far-reaching impact, nor the timing of back-to-back needs for help. A solid quality foundation, effective strategies to reach consumers and providers alike, and an ability to rapidly scale, telehealth services can help patients in their most dire time of need.

In this session, Teladoc will share its pre- and post- crisis learnings including:

- Which communication strategies proved most effective in reaching patients who were evacuated, staying in shelters and away from regular power sources?
- When were the greatest times of need? How did volume of requests, as well as the type of requests (from general medical to behavioral health), evolve throughout the crisis?
- How did patients who needed care most prefer to receive it? What was the mix of outreach by phone vs. web and video?
- When care providers are also among those being evacuated, what strategies assure care needs are adequately met, with state-licensed and board-certified staff, trained in delivering care via telehealth?


Learning Objectives:

Anne Stowell

Vice President, Member Experience

Anne Stowell is Teladoc's Vice President of Member Experience, responsible for the end-to-end customer experience and for driving engagement and satisfaction with Teladoc's industry-leading services. Anne is passionate about using insights to create rich, meaningful experiences for customers, and especially how design and technology together can transform the way people access care. Since joining Teladoc in 2014, Anne has had direct responsibility for Member Engagement, Customer Marketing, and both mobile and website user interfaces, and collaborates closely with Operations, Clinical, Product, and Technology teams to implement and measure exceptional experiences. Anne brings a unique blend of brand, advertising, user experience, and healthcare industry expertise to her role and to the industry. Prior to joining Teladoc, Anne held senior roles in the marketing and advertising industry, working on global brands including Google, Coca-Cola, Sony, General Electric, Johnson & Johnson, and AIG. Prior to that, she was a member of Deloitte Consulting's healthcare practice focused on Health Plan Strategy & Operations, and was Senior Manager of Web Product Strategy at Empire BlueCross BlueShield.


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EP-132 - From Preparedness to Action: Telehealth Learnings from Hurricanes Harvey and Irma

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