At the Mid-Atlantic Permanente Medical Group (MAPMG), and all the Permanente groups of Kaiser Permanente, video visits have become a key part of our clinical offering. And, that adoption will fail if the consumer satisfaction barometer is not met as a result of a fragmented experience.
But it is easy to overlook the fact that none of it matters if doctors don’t want to change their norms. The regulatory and payment framework must evolve, and technological advances in remote capabilities can help validate telehealth as a reliable solution. Not only does it interfere with the routine of quickly moving from one prepped patient to the next, it changes how you chart, plan for space in your office, bill and collect, and so much more. Doctors (and some patients) also worry that telehealth has limited diagnostic and treatment value relative to face-to-face care and will adversely impact the day-to-day practice of an office. From the patchwork of state by state rules to privacy protections to reimbursement rules. Why this disconnect? Telehealth regulatory policy for one. Putting two and two together, that means far more than 2 percent of people should have access to video visits – a core component of telehealth. In stark contrast, almost 9 in 10 family physicians believe telehealth – the suite of technologies and tactics to deliver virtual medical, health, and education services – is a way to increase access to care. Yet when it comes to using those nearly ubiquitous devices, only 2 percent report having access to video visits with their doctor. Americans, of all stripes, are emailing, tweeting, posting, banking, gaming, navigating, checking weather and so much more almost nonstop. Adoption of these devices now largely spans age, income, race and ethnicity. Kaiser’s operations will continue to evolve as the safety of our members and staff allow, and the CU Health Plan team will continue to receive updates on the latest developments.Dennis Truong, MD, is an emergency medicine specialist and the telemedicine director for the Mid-Atlantic Permanente Medical Group. It is still important for us to observe strong preventive measures, like physical distancing, to help flatten the curve of the coronavirus. Virtual First is an important part of Kaiser Permanente’s commitment to the health and safety of our communities during these challenging times. As always, members can schedule appointments on kp.org, or call the Appointment and Advice Contact Center 24/7 at 30 or 1-80 (TTY 711).Kaiser Permanente is working toward resuming non-urgent and elective surgeries and procedures in a coordinated manner that will continue to protect our patients, staff, physicians, and communities.The latest information on our temporary medical offices hours of operation and pharmacy hours can be found on kp.org/coronavirus.In the coming days, we will be sending out an email to all members with information about in-person visits and locations, pharmacy hours, and resources for accessing virtual and in-person care.
Share the attached flyers about video and phone visits and let employees know they can learn more about all virtual care options on kp.org/getcare. Our “Virtual First” approach to care is in place for your employees’ safety and convenience and the provider they connect with can always help them determine if they need an in-person visit.Given the emphasis on physical distancing, seating has been modified in waiting areas and six-foot floor markers have been established in the pharmacy lines. We are requiring all patients, visitors, staff, and physicians to wear a mask while in the medical office.Īs was always a part of our practice, each exam room and its equipment are thoroughly cleaned in between each patient visit. At that time, they will be given a mask if they do not already have one. When a member arrives at a medical office, they will be greeted by a Kaiser Permanente team member for check-in. As we begin increasing in-person access, we want members to take a “Virtual First” approach to accessing care.
Throughout the COVID-19 crisis, Kaiser Permanente has been a leader in the state in offering robust virtual services to provide members with the care they need, while helping ensure the safety of our patients, staff, and physicians. While we know that all care cannot be managed through a virtual visit, we encourage members to utilize our many virtual care options, when appropriate, prior to scheduling an in-person appointment. This approach will provide additional locations for members to be seen in-person for primary and specialty care needs that can’t be met virtually. While the state of Colorado transitions to a “Safer at Home” model, Kaiser Permanente is initiating a phased approach to reopening some of our medical offices. As Kaiser Permanente continues response to COVID-19, our highest priority remains the safety of our members, our staff, and the communities we serve.
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