Chief Medical Officer at Nextech
Earlier this year, when COVID-19 became a reality, the initial response from many physician practices, including ophthalmology offices, was to shut down. Given the pandemic, it was hard to imagine ophthalmology practices being able to safely resume in-person operations while the virus surged, so many practices began offering telemedicine for those patients who needed to connect with their physician. However, initial forays into virtual care were often clunky and frustrating.
Fast forward six months, and the virus continues to wreak havoc across the United States. However, ophthalmology practices throughout the country are considering ways to offer their services safely onsite while still respecting that some patients are not comfortable coming into the practice or would be safer if triaged at home.
While there is no proven blueprint for maintaining practice continuity amid the new normal, a popular strategy taking hold is a hybrid model in which providers see and treat some patients in the office while working remotely with others. To activate and sustain this strategy, a practice has to have a few key elements in place. The following sections take a closer look at these components and discuss how practices can lay the groundwork for safe, patient-centered care during these challenging times.
Establish a secure and user-friendly telemedicine platform
By temporarily relaxing its telemedicine rules, a change that may become permanent, the Centers for Medicare and Medicaid Services (CMS) has created an opportunity for providers to use virtual communication platforms to meet with patients in the comfort of their own homes. Telemedicine affords several benefits. First, providers can use it to triage patients, identifying those who need immediate care and prioritizing them for in-office appointments. Physicians can also see if a patient’s condition allows them to be monitored through telemedicine as opposed to an in-person visit that could put the patient or practice staff at risk, such as when a patient exhibits COVID-like symptoms.
A telemedicine appointment can also enhance the patient-provider relationship. Many elderly people are feeling isolated and scared due to the virus. Having a compassionate and caring electronic interaction with a provider can help ease their minds, especially when the patient already has an established relationship with the physician. Additionally, elderly patients often experience accessibility and mobility issues and therefore need to reduce travel as doing so involves safety concerns for them (as well as their caregivers). Offering connected care as an option is a convenient solution to these problems.
The ability to diagnose and provide support remotely can give a practice a competitive advantage. Patients may perceive the organization as one that’s committed to new and innovative ways of meeting patient needs, which is appealing in the marketplace.
Note that the right technology infrastructure is key to supporting a positive telemedicine experience. Initially, practices used generic communication platforms like Google Meet and Zoom. Each platform experienced security hiccups, which caused them to add safeguards that protected users but made the systems less intuitive, especially for older patients. However, when a communication platform is specially designed for telehealth, it has already considered and overcome most of the security and accessibility challenges. Platforms specifically tied to an Electronic Health Record (EHR) have an inherently more robust, sophisticated security protocol built into them. These tools are also easier to use, offering one-click functionality for providers and patients. In addition, there is no need to share patient or provider personal contact information, preserving everyone’s privacy. Unlike more generic platforms, a solution developed exclusively for telehealth is fully HIPAA compliant, so an organization doesn’t have to worry about violating privacy and security rules, even if CMS reinstates its stricter telemedicine regulations.
Spread out appointments to reduce people in the office
While masks, frequent handwashing and maintaining a six-foot distance are common methods for mitigating COVID risk, practices can also design their appointment schedules to reduce the number of patients in the practice at any one time. As with telehealth, the right technology facilitates easy scheduling and check-in. Electronic tools allow for next-available appointment scheduling and one-click schedule changes. Front-desk staff can arrange the practice schedule to minimize patient volume, lessen the risk for high-acuity patients and ensure appropriate downtime between appointments, should additional cleaning be necessary.
Using these systems, a practice can also encourage patients to check in for appointments on their phones and wait in the car or outside in the fresh air until the physician is ready. This minimizes time in the waiting room and decreases contact with others.
Diversify payment options to compassionately meet patient’s financial constraints
With the current economy, some patients have lost their health insurance, and the cost of receiving care could be out of reach. In this context, it’s critical to offer different payment options, including online payment, lines of credit or payment plans. If patients can make payments or sign up for payment plans directly through their patient portal, it will not only ease the process but also minimize contact between patient and provider, reducing the risk of viral spread.
Thriving in a new reality is possible
Although the future remains uncertain with COVID, there are opportunities to strengthen operations so practices can effectively deliver care in a new normal. By having the right technology that supports telemedicine, streamlines scheduling and diversifies payment options, organizations can deliver both virtual and onsite care that fully meets patient needs.
Jason Handza, MD serves as the Chief Medical Officer at Nextech, where he also works alongside both the Development and Sales teams to improve ophthalmology offerings. With nearly 15 years of experience in ophthalmology, Dr. Handza is the owner of Gulf Coast Retina Specialists in Palm Harbor, FL, as well as President of EyeReview, LLC.