As we inch into a post-pandemic era, many health systems are evaluating how patient navigation tools can improve access, control volume across all care settings, promote patient retention and support new patient acquisition.
During a June webinar hosted by Becker's Hospital Review and sponsored by Bright.md, industry experts discussed the role of patient navigation in sustainable care delivery. Panelists included West Des Moines, Iowa-based UnityPoint Health's Managing Director of Innovation Matthew Warrens, and two executives from Bright.md: Chief Medical Advisor Edward Abraham, MD, and Medical Director Christina Chen, MD.
Four key takeaways:
- Virtual care options have evolved, and patients don't always know which alternative to select. The pandemic demonstrated that health systems must offer patients multiple forms of digital access. Navigating these options, however, isn't easy. "As a patient, how do I know if my condition is appropriate for a virtual visit?" Dr. Chen asked. "And if I need a virtual visit, should it be a video chat or a phone call or email?" A recent survey found that 51 percent of healthcare consumers want or need some type of care navigator to guide them to the right care options.
- When it comes to navigation, the provider experience is as important as the patient experience. "How do we ensure that clinics are seeing the right patients? Provider, clinician and nurse shortages are expected to worsen, so health systems need to use their resources in the right way," Dr. Abraham said. Providers need to see the right patients at the right time and have enough time for each patient. Navigation is key to this.
- As health systems design patient navigation solutions, they must create relationships earlier in the patient journey. Historically, healthcare organizations have focused on diagnosis, treatment and recovery. "There are many steps upstream where we can create relationships with patients, so they get to the right place when they need help," Mr. Warrens said. For example, health systems may want to analyze consumer-generated data, provide more personalized health management services or provide connected care. Another opportunity is rethinking strategic partnerships with employers, city governments, grocers and retail pharmacies.
- Bright.md decreases the time to care for patients and reduces administrative work for providers. Bright.md's platform provides end-to-end asynchronous visits for episodic, low-acuity conditions. Once patients complete a comprehensive, online clinical interview, the platform generates a progress note for providers to review. "Our data shows that patients receive care on average within six to seven minutes of submitting their clinical interview," Dr. Chen said. "Since the platform automates about 90 percent of the administrative work for providers, there's very little charting necessary. Most of the time, the clinician can provide care in under two minutes."
Health systems are recognizing that hybrid patient care models are the new normal. "During the pandemic, we provided patients with a new kind of consumer experience. If we don't continue to offer that type of access, we will be at risk for losing patients," Mr. Warrens said.
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