It’s Time to Heal is a special
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The video visit has been one of the gifts of the
otherwise merciless pandemic. As a physician, I’ve loved seeing patients access
care so conveniently: Elderly patients who don’t have to waste two hours
commuting and finding parking; brand new parents asking questions of their
pediatricians from their living rooms; patients with mobility issues receiving
pain medication without having to leave their homes.
Ultimately, though, the focus on the video visit might
be something of a red herring. We know that telemedicine will not replace most
healthcare services. We’ve already seen a swing
back towards in-person ambulatory care in many specialties—one gynecologist told me her mix
went from 0% telemedicine visits pre-COVID, to >80% video in April, now back
down to <10%, used only in a minority of cases where patients prefer video.
Yes, providers will continue to offer both options: A psychiatrist told me his
department is creating separate ‘video only’ clinic blocks and ‘in-person only’
clinic blocks for each provider; similar patterns are emerging from primary care
groups.
This mix begins to finally hint at what the real gift
of digital medicine is. It’s not the format in which we deliver healthcare to
patients, it’s much bigger: a massive shift in how we triage our patients to the right kinds of
care. Continuous,
always-on triage is coming to all parts of
our health system.
What do we mean by triage? The word has its origins in
the French verb trier (to sort), and is clinically defined as the
“prioritization of patient care based on illness, severity, prognosis, and
resource availability”[1]. When we think of clinical triage, images of a busy
emergency department (ED) or a tent in a disaster zone come to mind. But most
disease is chronic rather than acute, and most patients actually need to be
triaged all the time and everywhere, not just during the short episode when they are in
the hospital, or at a clinic visit (where they spend only a tiny minority of
their time). Triage is essential to making sure that the right resources—always
constrained—are used at the right time, in the right way, to the patient’s
maximum benefit and to the healthcare system’s highest efficiency.
The COVID pandemic has forced clinics to contemplate,
for the first time, the simple question of whether a patient needs an in-person
vs video visit. Asking this question is itself a new layer of “always-on”
digital clinical triage—in some ways even more valuable than the medium of the
video visit itself. Triaging between a video vs in-person visit considers a lot
of information about a patient’s condition: “He got new hearing aids, so a video
visit checking they’re working would be great.” “Her son moved away recently,
and she’s alone at home. I’d like to have this difficult conversation in-person
if possible.” “His lesion is in a hard-to-see location, so let’s have him come
in.” “She requested a video visit because travel to our clinic is really
expensive for her.” It is these
conversations—not the video visits themselves—that are bringing us a little bit
closer to the ultimate goal of personalized triage that is always on, covering 360 degrees of the patient, 365 days of the
year. These conversations are factoring in not only clinical acuity, but also
what I call the ‘3Cs’: patient choice, context, and community. They are enabling
us to finally see patients as whole people, with whole lives that are changing
constantly in ways that should inform how we provide care.
A lot of digital health innovation over the past year
has been framed around the narrow concept that reimbursed telemedicine episodes
and asynchronous communication create new business models—but in fact these are
just table stakes. We need a truly intelligent, “always-on” healthcare system
which anticipates when patients will deteriorate, compares them to other
patients who look like them, and monitors their health on a continuous basis.
This is the promise of “always-on triage”—a much more ambitious, and more
fundamentally transformative lens.
Because
those table stakes are finally in place, always-on triage is finally being
built. These are some of the specific ways in which always-on triage can, and
will, be materialized:
- Proactive versus reactive
triage. The vast majority of healthcare triage today
(outside of primary care screenings) is reactive to patient complaints. While this makes sense for
many acute care scenarios, for most patients with common conditions or care
plans, we already know a lot from the body of reactive data that we have
been generating historically. Technology is now being used to learn
continuously from data, and push proactive care messages to patients. Think, for example, of
patients discharged after a knee replacement; a woman sent home after giving
birth; a patient started on a new medication with well-known side effects.
In these scenarios, clinicians should be the ones reaching out, providing
“push-based”, continuous care management to check for common complications,
rather than the traditional pull-based, patient-initiated care (once
something’s gone wrong, if they can even appropriately identify
that).
- Integrating remote data collection
into triage. Let’s go back to that brand new mom. In
some situations, we know that it would be great to monitor that mom’s vitals
for the first few days after childbirth. We have no shortage of ways to do
this with a proliferation of companies developing novel, next-generation
remote patient monitoring (RPM) hardware—the problem is that seamless
integration with existing clinical workflows for patient triage has lagged.
More continuous streams of vital sign data are likely to enable more timely
interventions, but only if we have the ability to analyze these data and
alert providers in a sustainable, scalable way. You can’t just introduce a
new dashboard for every tool. Instead, we need smart rules and systems that
help providers seamlessly know how to review additional data with the
limited time they have, which thresholds are actionable, and what they can
do for patients in need. And interoperability initiatives are making it
easier to import streams of data into the EHR, paving the way for more
innovation in this area.
- Triage between sites of care. For
many types of care, we’re missing a key layer of infrastructure to triage
between inpatient vs ambulatory care center vs home-based care. I’ve
personally had to keep patients hospitalized, for example, because there was
no other way to get them an IV infusion. Technology can help identify
patients who are candidates for alternative sites of care, and also connect
them with the support services they might need to receive that care:
home-based physical therapy, or an oncology infusion at home, or a COVID
antibody infusion at an urgent care clinic—antibodies that are just sitting
on shelves right now, partially because there’s no tech infrastructure like
this. The CMS Hospital At Home reimbursement framework is likely to further
incentivize a lot of innovation in this area.
- Always-on access to specialist triage. A cornerstone of clinical triage is the ability
to steer patients towards (or away from) relevant specialists. Today, this
steerage happens via a “consult” in the inpatient setting, or a “referral”
in the outpatient setting. When you’re hospitalized, inpatient consults
happen fast, and in close collaboration with your primary team (like the
cardiologist stopping by your hospital bed to review an unusual rhythm
strip). But the downside is you get a consult from whoever is there in that
clinical setting, at that time, and you’re unlikely to see that specialist
again for future care and follow-up. In the outpatient setting, on the other
hand, referrals from your PCP can take months to actually materialize, and
the degree of connectivity with the primary care physician can vary widely.
It is an artifact of how our payment systems were designed that these two
modes of inpatient vs outpatient specialist triage are so distinct and
separate from one another. Technology can support the development of a
dynamic, reimbursed marketplace in which hyper-specialists anywhere (or
specialists locally, who can also provide follow-up) could weigh in for both
inpatient and outpatient needs.
- Intelligent triage beyond medical care. To understand 360 degrees of the patient, we need
to know who they live with, how they get around, what they eat, and how to
best support all of that (e.g., their social determinants of health, or
SDoH). I had a patient who missed multiple telemedicine appointments, until
she was able to finally log on from the parking lot of a local elementary
school with free WiFi. SDoH can be real barriers to healthcare, and can also
result in futile healthcare spend. Value-based reimbursement regimes (such
as Medicare Advantage plans) are already figuring out how to leverage tech
to access more patient support outside clinic walls—from rideshare services
to government food stamps to patient assistance programs that help patients
pay for drugs. Technology can help identify the right patients for these
services; create SLAs between these fragmented programs and the healthcare
system; and share back info about adherence and outcomes—all of which will
increase the return on medical expenditures and keep patients
healthier.
- Triage across multiple providers.
It’s an unfortunate artifact of the complexity of the healthcare system that
any one physician typically only sees their own practice’s history of that
patient, or maybe one or two other practices, at best. And yet patients see
dozens of doctors in all kinds of locations. Your PCP, for example, won’t
get notified if you get prescribed a new medication from your
psychiatrist—obviously crucial information. The new CMS interoperability
rule mandates that providers share data with one another, with patients, and
with health plans. This has already provided a tailwind for provider
adoption of ADT (admit/discharge/transfer) event notifications, but this is
only the beginning. The next transformative shift will come when the
ecosystem of EHRs and data sharing APIs enable real-time, workflow-integrated data sharing as part of routine care.
- Reimbursement regimes that reward smart triage. All of the above technologies today typically
create extra burden (and often are new budget line items) for providers and
plans. This isn’t sustainable; it can’t be the provider that pays for all of
this. We need reimbursement regimes that allow providers and tech vendors to
participate in shared cost savings. Bundled, risk-adjusted annual
reimbursement for the care of a diabetic patient may be the future, but it
can only be real if you get credit for doing smart triage all year long.
Tech startups are going to lead the way in designing and executing on novel,
competitive contracts with payors (including CMS).
These innovations in healthcare are all coming. While
they will undoubtedly be buoyed by the adoption of telemedicine, focusing on the
video visit would be missing the forest for the trees. It’s not about the
medium of video — it’s about building muscle across our entire
healthcare system to provide always-on triage.
References
- Sharon E. Mace MD,
Thom A. Mayer MD. Pediatric
Emergency Medicine.
2008.