Direct to Consumer Strategies

Ignite Sessions

DTC-03 - The Future Is Now – Technology-Enabled Delivery Alternatives to Traditional Health Care

Sunday, April 29
1:35 PM - 1:44 PM
Location: Innovation Zone, Booth 434

The future has arrived, and much like the imagined doctor-on-the-screen in the cartoon The Jetsons, technology enables health care providers to reach patients in innovative and radically convenient ways. The Henry Ford Health System (HFHS) Virtual Care team has developed telehealth programs where patients and provider can interact synchronously, via video, or asynchronously, both accessible via a secure patient portal. Patients and providers alike are embracing these new healthcare delivery systems as demands for "anytime, anywhere" service increases. These care alternatives also enhance the HFHS slogan, "All For You."

Asynchronous visits are patient initiated eVisits where the patient answers online questionnaires that are provided based on the symptoms or condition identified. Answers are routed to the provider for assessment and allow flexibility in responding within one business day when there is open time in their schedule. Providers can diagnose and treat, request additional information, or request the patient make an in-person appointment. Average provider time spent is approximately three minutes. Patient time saved could be hours, especially when same day access with a specific provider is often scarce.

Synchronous visits use audio and video to connect patients and provider, real-time, but at a distance. Mobile video visits are conducted through a secure patient portal that can be accessed via an app on a smartphone or through a website on a video-enabled computer. In this case, the patient does not have to travel to the provider's office, yet has the ability to see the doctor for dedicated, one-on-one time to discuss their condition or concerns. Patient travel, as well as exposure to other patients in a doctor's office waiting room, is eliminated. Video brings the provider to the patient via a virtual house call, overcoming time and transportation barriers. Patients have indicated that they are very satisfied with the convenience, as well as the dedicated time and attention of their provider. Doctors indicate their satisfaction through their ability to easily reach patients who otherwise may have been unable to attend an appointment, as well as the ability to have focused time to discuss the patient's health, wellness, concerns, and treatment plan.

At HFHS, the Virtual Care team is delivering on its mission: 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. Technology enabled asynchronous and synchronous encounters allow for radically convenient patient care which eliminates barriers while allowing doctors to provide high quality care, without added cost or time. House calls are again a reality and the future of interacting with your doctor on a video screen is here. And you don't need to have the last name of Jetson!

Learning Objectives:

Marie D. Lee

Program Coordinator, Virtual Care
Henry Ford Health System

Marie Lee, a Program Coordinator for Virtual Care at Henry Ford Health System (HFHS) deploys telehealth programs throughout the health system. She started her career with HFHS 10 years ago as the Training Coordinator for the Contact Center, the centralized appointment scheduling hub for over 600 of the system’s providers. Marie obtained multiple Epic certifications and was part of the project team to roll out the system electronic medical record [Epic], which had a project scope of 3 years, 26,000 employees, 7 phases and $300M. Marie then worked as part of the Revenue Cycle Team in Performance Improvement to identify and remediate cash flow issues and reduce accounts receivable. Marie recently joined the Virtual Care team where she is able to utilize her project management, training, and telecommunications background to effectively implement and support teleheath at HFHS. She has also been a part time faculty lecturer at Eastern Michigan University for the College of Technology for 19 years.
Marie has a Bachelor of Science in Communications Technology from Eastern Michigan University, a Masters of Education in Instructional Technology from Wayne State University, and earned her Project Management Professional (PMP) certification in August of 2015.

Presentation(s):

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