telehealth in action: service providers and product evaluation · 2020-05-13 · healthcare...
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THE CHICAGO HIT REGIONAL EXTENSION CENTERBringing Chicago together through health IT
Telehealth in Action: Service Providers and Product Evaluation
Telehealth Series: Webinar 1
May 13, 2020
This webinar was developed with support from the Office of National Coordinator for Health Information Technology, the Centers for Medicare &
Medicaid Services, and the Illinois Department of Healthcare and Family Services. The contents of this presentation do not necessarily reflect the
opinions of our state and federal grant partners.
This webinar is jointly sponsored by CHITREC educational programming through the Illinois Medicaid Promoting Interoperability Program Help Desk
and the Quality Payment Program of Illinois Help Desk.
CHITREC does not have any preferred partnerships with technology vendors or financial relationships with telehealth service providers. We encourage
our partners, and all attendees/viewers of this webinar, to perform due diligence in researching options and make a selection that best fits the
unique needs of their organization.
Background research and content development has been provided by Second Opinions, a pro-bono consulting firm for community healthcare
organizations.
Second Opinions was founded by Northwestern medical students with experience in strategy consulting at top-tier firms. They assemble teams of
medical students to work on projects with an experienced Case Team Leader and support of an advisory network of faculty members and other experts
from Northwestern Medicine. Please visit http://www.secondopinionsfsm.org to learn more.
• Categorizing Telehealth Providers
• Dimensions for Evaluating Telehealth Providers
• Sample Telehealth Evaluations
• Q&A
• Appendix
Agenda
Service Provider Categories
Public Video Platforms
Familiar to patientsEasy to implementShort-term solution
Healthcare Specific Platforms
HIPAA compliantEasy to implement
Familiar to providers
Industry Telehealth Partners
Customizable interfaceRobust customer support
Long-term solution
EHR Integrated Systems
Fully integrated within clinical workflowSpecific to each EHR system
Long-term solution
Practice priorities and intended use determine which category of telehealth service providers is needed.
Telehealth service providers can be broken down into four distinct categories.
Public Video Platforms
Benefits
• Requires only account creation or app download• Can be implemented at little to no cost• May already be in use by patients• HIPAA non-compliance enforcement relaxed during
COVID-19 (with patient notification)
Drawbacks
• Often not HIPAA compliant• Short-term solution during COVID-19• Provider must directly call patient • Limited customer support in real time• Video quality dependent on provider and patient
internet connection
Best option for providers with no future telehealth plans, looking for an interim
COVID-19 solution at low cost
Often free, commonly known, and can be implemented for patient care in COVID-19 under the HIPAA good faith provision.
Healthcare Specific Platforms
Benefits
• Can be implemented at little to no cost• HIPAA compliant• Masks provider telephone numbers• Built for medical practice with clinical features such
as provider pass-off and waiting rooms
Drawbacks
• Requires registration and verification as a recognized healthcare provider
• Platform may be new to providers or patients• Limited customizability• Limited customer support in real time• Upgrades available at a premium price
Best option for providers seeking telehealth solution for use during COVID-19 and beyond, looking to
implement quickly
Easy to implement, low cost options that protect patient and provider privacy.
Industry Telehealth Partners
Benefits
• Customizable to a practice’s needs in design and clinical features
• HIPAA compliant, providing a long-term solution• Patient management integrated within the system• Built for collaboration within a practice• Robust customer support
Drawbacks
• Typically a higher cost/user or cost/patient• Requires intensive investigation of companies
including trials, demos, and contract deliberation• Longer time to implementation (months) to
integrate product into workflow and train users
Best option for providers looking to integrate telehealth into their regular
clinical practice for a long-term solution
Forrester Research has conducted a thorough analysis of Industry Telehealth Partners: https://reprints.forrester.com/#/assets/2/1812/RES147875/reports.
Provide comprehensive, long-term telehealth solutions customizable to a practice’s needs.
EHR Integrated Systems
Benefits
• Easy to access and update patient chart information during the telehealth visit
• Integrated administrative tasks such as scheduling and billing
• Most similar provider experience to in-person clinical appointments
Drawbacks
• Requires EHR system in use with integrated telehealth options or applications
• Options limited by EHR provider• High cost to implement EHR with additional cost to
implement telehealth service
Best option for providers with existing comprehensive EHR system with
accessible customer support and robust integrated application options
Provide a telehealth solution that fully integrates into clinical workflow from scheduling to documentation.
• Categorizing Telehealth Providers
• Dimensions for Evaluating Telehealth Providers
• Sample Telehealth Evaluations
• Q&A
• Appendix
Agenda
Evaluation Dimensions
Telehealth service providers can be assessed across eight Key Dimensions.
PRICE
1
HIPAA COMPLIANCE
2
PATIENT-FACING FEATURES
3
PROVIDER-FACING FEATURES
4
EHR INTEGRATION
5
CUSTOMER SUPPORT
6
SPEED OF IMPLEMENTATION
7
ADDITIONAL FEATURES
8
Fewer Dimensions Satisfied/Higher Costs
More Dimensions Satisfied/Lower Costs
PRICE $100+ per user <$100 per user $0 per user
HIPAA COMPLIANCE No With Upgrades Yes
PATIENT-FACING FEATURES✗Waiting Room
✗ Document SharingSome Features
✓Waiting Room✓ Document Sharing
PROVIDER-FACING FEATURES✗ Team Care
✗ Pass Off FeatureSome Features
✓ Team Care✓ Pass Off Feature
EHR INTEGRATION No With Upgrades or Limitations Yes
CUSTOMER SUPPORT Email SupportChat Support Only or Limited
Live Support24/7 Live Support
SPEED OF IMPLEMENTATION Months Weeks Immediate
ADDITIONAL FEATURES No Additional Features Some Additional Features
✓ Payment Interface✓ Translator/Interpreter✓ Legal Coverage✓ Other Features
Evaluation of various Public Video Platforms and Healthcare Specific Platforms available in Appendix 2.
Evaluation Methodology
Telehealth service providers can be evaluated on the extent to which each of the eight key dimensions are satisfied. This process allows for a relatively objective comparison differentiating on features and costs.
• Categorizing Telehealth Providers
• Dimensions for Evaluating Telehealth Providers
• Sample Telehealth Evaluations
• Q&A
• Appendix
Agenda
Small Practice Consideration
Public Video Platforms
Familiar to patientsEasy to implementShort-term solution
Healthcare Specific Platforms
HIPAA compliantEasy to implement
Familiar to providers
Industry Telehealth Partners
Sample evaluations of 2 companies available in Appendix 1
EHR Integrated Systems
Options are best evaluated by contacting and working closely with EHR vendors
The telehealth service provider market is vast and continues to grow due to increased demand during the COVID-19 public health emergency. Evaluating every option is not feasible for the purpose and scope of this presentation.
For small and independent practices adjusting to telehealth during the COVID-19 public health emergency, Public Video Platforms and Healthcare Specific Platforms may be a more attractive immediate solution.
Sample Evaluation Matrix
PRICE Free $49 per provider per month Free
HIPAA COMPLIANCE Yes Yes No; can be upgraded to Zoom
Healthcare for HIPAA compliance
PATIENT-FACING FEATURES✓Waiting Room
✗ Document Sharing✓Waiting Room
✓ Document Sharing✓Waiting Room
✓ Document Sharing
PROVIDER-FACING FEATURES✓ Team Care
✗ Pass Off Feature✓ Team Care
✓ Pass Off Feature✓ Team Care
✓ Pass Off Feature
EHR INTEGRATION Only with Epic Haiku No No
CUSTOMER SUPPORT Email SupportLive instant technical support for
providers and patientsEmail Support
SPEED OF IMPLEMENTATION Immediate Immediate Immediate
ADDITIONAL FEATURES✓ Can link office phone number as
caller ID
✓ Automatic patient reminders✓ In-visit features: chat, screen
sharing, canvas mode✓ Can be upgraded to Mend Pro
with even more features
✓ In-visit features: chat, screen sharing, canvas mode
For purpose of example, the graphic below demonstrates an evaluation matrix of the eight key dimensions for three telehealth service provider options: Doximity, Mend Now, and Zoom.
Doximity
PRICE Free
HIPAA COMPLIANCEYes – HIPAA compliant, BAA, all communications encrypted and
delivered via SSL protection
PATIENT-FACING FEATURES✓Waiting Room for video only
✗ Document Sharing
PROVIDER-FACING FEATURES
✓ Team Care – easily add an additional provider to the call with
the “Share” button✗ Pass Off Feature
EHR INTEGRATION Only with Epic Haiku
CUSTOMER SUPPORT Email Support
SPEED OF IMPLEMENTATIONImmediate, must register as a verified healthcare provider
ADDITIONAL FEATURES✓ Can link office phone number as
caller ID
“I chose Doximity for
its easy access.”
“I love that I can call the patient
using my cell phone and the caller ID on the patient’s phone
shows my office number.”
What physicians are saying:
“The video call feature has worked seamlessly and my patients have
found it extremely easy to use!”
Quotes are pulled from online product reviews.
Free app that can be used immediately upon download with enough features to facilitate quality telehealth visits.
Mend Now
PRICE $49 per provider per month
HIPAA COMPLIANCEYes – HIPAA and HITECH compliant,
BAA
PATIENT-FACING FEATURES✓ Custom Video Waiting Room
✓ Document Sharing
PROVIDER-FACING FEATURES✓ Team Care – easily add an
additional provider via text message✓ Pass Off Feature
EHR INTEGRATION No
CUSTOMER SUPPORTLive instant technical support for
providers and patients
SPEED OF IMPLEMENTATION Immediate
ADDITIONAL FEATURES
✓ Automatic patient reminders✓ In-visit features: chat, screen
sharing, canvas mode✓ Can be upgraded to Mend Pro
with even more features
“I like the ability to use the service
with both the website and the
mobile app.”
“Great easy to use telehealth platform that is snappy and
quick. Lots of features for
professionals to help with patients and
connecting.”
What physicians are saying:
“I will recommend this to all
colleagues. Everything has been so incredibly easy to
access.”
Quotes are pulled from online product reviews.
Low-cost telehealth option that can be implemented within minutes and has high-quality features for a more premium telehealth experience.
Zoom
“Zoom seems to work well
for telehealth.”
“Of all the video conferencing tools
out there, Zoom works probably the
best as far as everything working.”
What physicians are saying:
“The sound is clear. The video is clear. The messaging is straight forward.”
PRICE Free
HIPAA COMPLIANCE
No* – but has SSL encryption and AES 256 bit encryption; can be
upgraded to Zoom Healthcare for HIPAA compliance
PATIENT-FACING FEATURES✓Waiting Room
✓ Document Sharing
PROVIDER-FACING FEATURES
✓ Team Care – easily add an additional provider by providing
them the Zoom link✓ Pass Off Feature
EHR INTEGRATION No
CUSTOMER SUPPORT Email Support
SPEED OF IMPLEMENTATION Immediate
ADDITIONAL FEATURES✓ In-visit features: chat, screen
sharing, canvas mode
Concerns have been raised about security issues with Zoom. Organizations are encouraged to review complaints and the Company’s response when considering their free product. Quotes are pulled from online product reviews.
Free video conferencing platform that is easy to use with the added benefit of being recognizable to patients who may be using Zoom during this crisis.
Final Decision
EASE OF SETUP ✓✓ ✓ ✓✓✓
PATIENT FAMILIARITY/EASE OF USE ✓✓ ✓ ✓✓✓
CUSTOMIZABLE FEATURES ✓✓ ✓✓✓ ✗
PRACTICE MANAGEMENT FEATURES ✓✓ ✓✓✓ ✗
LONG-TERM SOLUTION ✓✓ ✓✓✓ ✗
PROFESSIONAL FEEL ✓✓ ✓✓✓ ✓
✓ indicates that a company has a specific feature available; ✗ indicates that a company does not have that feature available.Colors indicate how well each company ranked against its competition based on Second Opinions’ evaluation.
After evaluating price and features, a final decision will likely be based on an organization’s subjective prioritization of additional features by an individual practice. For purpose of example, the Second Opinions project team for the three sample products.
• Categorizing Telehealth Providers
• Dimensions for Evaluating Telehealth Providers
• Sample Telehealth Evaluations
• Q&A
• Appendix
Agenda
Contact Us
CHITREC’s Help Desk services are currently offering additional support with telehealth to keep you on the path to successful participation with Medicaid and Medicare reporting programs.
• For organizations participating in the Illinois Medicaid Promoting Interoperability Program, please contact our Help Desk at 855-684-3571 (855-MU-HELP-1) or [email protected].
• For small practices (15 and fewer providers) participating in the Medicare Quality Payment Program, please contact our Help Desk at 844-777-3375 (844-QPP-DESK) or [email protected].
Join us next week for part two of our telehealth series, which will address a process for implementing telehealth and supporting providers and patients with virtual visits!
• Categorizing Telehealth Providers
• Dimensions for Evaluating Telehealth Providers
• Sample Telehealth Evaluations
• Q&A
• Appendix
Agenda
Industry Telehealth Partners Sample Evaluation: Synzi
PRICE$45 per provider per month plus $2.25
per patient per month
HIPAA COMPLIANCEYes – HIPAA compliant, HITRUST certification, 256-bit encryption
PATIENT-FACING FEATURES
✓ Custom Video Waiting Room✓ Document Sharing
PROVIDER-FACING FEATURES
✓ Team Care – easily add an additional provider via a secure link
✓ Pass Off Feature
EHR INTEGRATION No
CUSTOMER SUPPORT24/7 live technical support with a
Synzi advisor
SPEED OF IMPLEMENTATION
Within a few weeks
Additional Features
Device-agnostic for providers and patients Easy-to-use patient app/website
(originally designed for home health care agencies with elderly patients)
Customizable staff member groups Customizable communication with
patients – can turn patient-initiated communications on/off on an individual basis
Secure patient messaging Customizable automated texts/email
blasts to patients Customizable patient assessments Images can be exported to EMR
Appendix 1
Industry Telehealth Partners Sample Evaluation: Mend Pro
PRICE $109 per provider per month
HIPAA COMPLIANCEYes – HIPAA and HITECH compliant,
BAA
PATIENT-FACING FEATURES
✓ Custom Video Waiting Room✓ Document Sharing
PROVIDER-FACING FEATURES
✓ Team Care – easily add an additional provider via text message
✓ Pass Off Feature
EHR INTEGRATION Yes
CUSTOMER SUPPORTLive instant technical support for
providers and patients
SPEED OF IMPLEMENTATION
Within a few weeks
Additional Features
Device-agnostic for providers and patients Automated Connection Test will test
patient's camera, microphone, and internet connection
Practice management features: customizable appointment types, appointment routing, on-demand telehealth queue, group telehealth
Patient self-scheduling and rescheduling Customizable forms and assessments can
be sent to patients Premium branding look and feel Payment collection
Appendix 1
Public Video Platforms
Cisco WebEx GoToMeeting Zoom Amazon ChimeMicrosoft
TeamsGoogle Meet
PRICEFree, with upgrades
available$12/month and up
Free, with upgrades available
Free, with upgrades available
Free, with upgrades available
$6/month and up
HIPAA COMPLIANCEYes, with BAA and
encryptionYes, with BAA and
encryption
No, has encryption; can be upgraded for HIPAA compliance
Yes, with BAA and encryption
Yes, with encryption and BAA if using
Sharepoint
Yes, with BAA and encryption
PATIENT-FACING FEATURES✓Waiting Room✓ Document
Sharing
✓Waiting Room✗ Document
Sharing
✓Waiting Room✓ Document
Sharing
✗Waiting Room✓ Document
Sharing
✓Waiting Room✓ Document
Sharing
✗Waiting Room✓ Document
Sharing
PROVIDER-FACING FEATURES✓ Team Care
✓ Pass Off Feature✓ Team Care
✓ Pass Off Feature✓ Team Care
✓ Pass Off Feature✗ Team Care
✗ Pass Off Feature✓ Team Care
✓ Pass Off Feature✓ Team Care
✓ Pass Off Feature
EHR INTEGRATION No No No No No No
CUSTOMER SUPPORT 24/7 Live Support 24/7 Live Support Email Support Email Support 24/7 Live Support 24/7 Live Support
SPEED OF IMPLEMENTATION Immediate Immediate Immediate Immediate Immediate Immediate
ADDITIONAL FEATURES✓ In-visit features:
chat, screen sharing, canvas mode
✓ In-visit features: chat, screen sharing,
canvas mode
✓ In-visit features: chat, screen sharing,
canvas mode
✓ In-visit features: chat, screen sharing
✓ In-visit features: screen sharing
✓ In-visit features: chat, screen sharing,
canvas mode
Appendix 2
Healthcare Specific Platforms
Doximity Mend Now Doxy.me
PRICE Free $49 per provider per month Free, with upgrades available
HIPAA COMPLIANCE Yes, with BAA and encryption Yes, with BAA and encryption Yes, with BAA and encryption
PATIENT-FACING FEATURES✓Waiting Room
✗ Document Sharing✓Waiting Room
✓ Document Sharing✓Waiting Room
✗ Document Sharing
PROVIDER-FACING FEATURES✓ Team Care
✗ Pass Off Feature✓ Team Care
✓ Pass Off Feature✗ Team Care
✗ Pass Off Feature
EHR INTEGRATION Only with Epic Haiku No No
CUSTOMER SUPPORT Email Support 24/7 Live Support24/7 Live Support with upgrade
only
SPEED OF IMPLEMENTATION Immediate Immediate Immediate
ADDITIONAL FEATURES✓ Can link office phone number
as caller ID
✓ Automatic patient reminders✓ In-visit features: chat, screen
sharing, canvas mode
✓ Patient check-in✓ Patient queue
Appendix 2