The COVID-19 pandemic has completely flipped the world upside-down in less than a month. In light of the stay at home orders, a shortage of medical resources, and advice from doctors’ offices to avoid coming in to see them, many are choosing to try telemedicine for the first time. Several of the nation’s top telemedicine providers have reported significant increases, including Teladoc Health, where call volume was up by 50%; Atrium Health reported a 500% increase in usage; and at Amwell, weekly activity has been up 158% compared to traffic volume projections. Doctor-on-Demand also is seeing 15%–20% more volume than expected.
Telemedicine technology allows patients the ability to see a health care professional without an in-person visit by using an Internet-connected computer with a camera or a smartphone. Doctors can use the technology for follow-up visits, management of chronic conditions, medication management, and other clinical services that can be provided remotely via secure video and audio conditions.
In response, many healthcare payers—either voluntarily or in response to department of insurance mandates—have expanded coverage to now include telemedicine services or to increase the benefits available under the coverage. When the pandemic is over and state mandates have lapsed or been recalled, each insurance provider will once again have the option to determine its particular practices.
However, now that it’s here, it’s more than likely here to stay, says Ann Mond Johnson, MBA, MHA, president of the American Telemedicine Association. Johnson thinks consumers’ expectations and perceptions of what can happen are going to change and, therefore, will be hard to go back stating, “Once you give people something, it’s really difficult to take it away.”
So, is telemedicine all it’s cracked up to be? And if it is, what kinds of benefits can we—patients and doctors, employees, and employers—expect to see?
The COVID-19 pandemic has put telemedicine to the test to determine its real worth. Before the pandemic, telemedicine was a strange and underutilized benefit that most employees ignored. Many Americans now see the value in telemedicine, which can allow them to maintain social distancing guidelines, and avoid disease transmission, while still being able to speak with a doctor. “We jumped forward 10 years on the adoption curve,” says Aaron Martin, Executive Vice President and Chief Digital Officer at Providence St. Joseph Health. The trend holds across the nation:
While usage levels will likely decline after the COVID-19 pandemic ends, Stephen Spielman, Senior Vice President of the Houston Methodist Physician Organization and President of the Methodist Primary Care Group, says their health system will work to continue expanding telehealth services by targeting chronic care management and preventive health and wellness services. Martin agrees, saying Providence St. Joseph will also transition their telehealth services from virus triage to chronic care management and specialty care after the pandemic.
With the value of telemedicine now realized, what does this mean for patients?
As a method for dealing with COVID-19, telemedicine provides several benefits, including acting as a safe space for triage of potential cases and treatment of less severe illness. While some aspects of COVID-19 are as of yet unclear, healthcare from a distance can prevent the spread of the highly contagious virus while still providing at-risk demographics, like the elderly and those with respiratory illnesses, with routine care. Telemedicine can also be used by those who are afraid of transmission and prefer to keep a safe distance.
Beyond the COVID-19 virus, Americans will find telemedicine is a convenient channel for healthcare moving forward. It can be highly beneficial for those with mobility issues or who live in rural areas. According to a study by Oregon Health & Science University, telemedicine could save patients $6.4 million a year in travel costs alone. Soon, telemedicine could be paired with remote monitoring tools, which would allow patients to stay at home even while working with their doctor to treat and control a chronic medical condition.
In the current context, telemedicine can provide an abundance of benefits to our nation’s doctors as well, including providing increased access to care as hospitals are overburdened and offices have closed their doors. From a safe distance, providers can conduct initial screenings, monitor symptoms, and recommend appropriate actions, including at-home treatment. Providers with appropriate licensing can also assist with geographic load balancing and help meet the needs of patients in regions with higher COVID-19 case counts.
Beyond the current crisis, telemedicine could prove an effective channel to continue increasing access to care, especially in the face of a looming physician shortage and the lack—or closing—of rural healthcare centers. Remote doctor’s visits are both cost-effective and efficient while still actively engaging patients. The convenience and ease of access could also improve communication and patient compliance by providing patients with better tools to manage their care. Telemedicine platforms could also assist in patient education initiatives and outreach.
Then there’s the bottom line. The University of Pittsburgh Medical Center says every virtual visit saves the system $86.64. When access to the internet is the only barrier, telemedicine can also help providers expand and reach new markets.
Best of all, according to a recent study, patient outcomes improve with the use of telemedicine.
Now that telemedicine is widely-known and likely to increase in utilization over time, the big question becomes, “Does health insurance cover it?” And the answer is trending, “yes.” In fact, from 2015-2018, months before the COVID-19 crisis hit, there was a nearly 50% increase in employer plans covering telemedicine, jumping from 27% to 74% percent in only three years.
For employers who haven’t considered including telemedicine coverage, some benefits will likely outweigh the costs. First, telemedicine could mitigate increasing plan costs by providing less expensive appointments and reducing the cost of ongoing care for chronic conditions, resulting in lower insurance claims and smaller premiums.
Also, telemedicine coverage can act as a recruiting tool, with the advantages of low travel costs, reduced out of pocket expenses, no need to use PTO, and the ability to see trusted providers quickly and conveniently. These perks become especially apparent when employees are seeking after-hours care, live in a remote location, are trying to manage and pay for childcare, or are facing inclement weather. In return for the convenience and ease of care, employers can expect an increase in employee retention as well as healthier employees who are more productive.
Healthcare is always evolving, but COVID-19 has caused a sudden acceleration in the adoption of telemedicine, and it’s likely here to stay. Even as a relatively new method of care, we know patients, doctors, and employers can all benefit from telemedicine’s patient-centered approach. For many Americans, life after COVID-19 will most certainly include telemedicine as a new and efficient way to access healthcare.
