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How Intermountain Healthcare scored top marks for virtual care

Telehealth has been implemented within Intermountain Healthcare since 2015, with a pilot running for several years.

as a centralized service that can be integrated with legal, financial, marketing, compliance and physician affairs A broad consortium of sectors such as collaborating to develop models, understand the nuances of implementing telehealth as an embedded service, and seize opportunities with clinical leadership.

Consequently, clinical services continue to consider options for telehealth services and expand patient access to rural areas .

Telehealth Opportunities

Core emergency services such as crisis care, critical care, residency, neurology and neonatal have seized the opportunity and been successful in delivering care while reducing unnecessary patient transfer and mortality, and improved access to these services.

These services were initially developed using remote Medical platform with TV room kit and mobile cart as patient care connection point.

In 2016, Salt Lake City Health System launched Connect Care Urgent Care to Consumers on Amwell Direct platform to help patients receive hypo-acuity care 24/7 instead of going to the emergency room or waiting until other care options are available.

This type of service is new to Utah and requires collaboration with the community and caregivers Communicate widely. Over time, it has become the largest urgent care service in Intermountain and is now adding behavioral health and other care options.

Expanding cooperation with other hospitals

“In 2020, we transitioned our in-house acute care services to the Amwell Hospitals platform,” said Brian Wayling, vice president of telehealth services at Intermountain Healthcare.

“The transition allows Intermountain to focus on healthcare delivery at all 25 hospitals and expand our partnership with key hospitals cooperation into hospitals in the western mountains,” he explained.

“Completely rethought patient experience, added white glove onboarding process , which includes improved communication, educational materials, and dedicated pre-visit technical outreach.”

Brian Wayling, Intermountain Healthcare

“The platform is a single integrated technology that all services can be used to provide inpatient care for nearly 1,500 rooms and locations.

“It allows critical care teams to survey an average of about 180 patients per day across multiple facilities, gives neurology teams immediate access to emergency rooms for stroke care, and Allows crisis care to serve patients with mental health issues,” Wayling said.

Caregivers have full control over the powerful HD PTZ ( Pan/tilt zoom) cameras, voice controls and night vision to facilitate direct patient engagement. In addition, cultural and language services are easily added to any visit to ensure patients receive any of 200 languages.

“Fundamentally, the widespread spread of telehealth helped Intermountain establish our core principles of delivering care— —Increased visits, reduced costs, consistent patient care and improved caregiver engagement—regardless of where patients are located,” Wayling said.


“Over 500 Clinicians regularly access the platform to provide care to nearly 70 hospitals in nine states, and Intermountain has helped tens of thousands of patients receive care closer to home, assisting local care teams when caring for patients with higher vision Learn new skills and expand standards of care to ensure appropriate, cost-effective care,” he continued.

Telehealth is cited as one of the reasons Utah has the lowest rate of critical hospital closures in the nation, he added. one of the hospitals.

In addition to these core service types, Intermountain offers embedded EHR telemedicine for all clinical services Platform for outpatient care. Visits are conducted through personal devices and can be dynamic or scheduled to improve patient access.

At this time, Intermountain uses Amwell exclusively for all video-based telehealth services. The platform is used in conjunction with the Cerner EHR. Health systems are exploring how best to align with several other EHRs used in Intermountain Healthcare.

Safe and Protected

” The platform also works with credit card merchants for payment processing, multiple payers for insurance verification and our revenue cycle The platform handles the claims processing,” Wayling explained.

“The Telehealth Service has also worked extensively with Intermountain Technology Services over the years – especially in cybersecurity and cyber – to ensure our patient data is safe and protected.

“Our cyber team has ensured that Access to bandwidth is secured to ensure that all care sites are fully capable of delivering and receiving care without disrupting or fragmenting audio and video,” he added.

As of Q2 2022, the Press Ganey Top Box for Intermountain’s scheduled video visit service has a score of over 80%, and patients are asking for more digital engagement when learning about the option. For behavioral health clinics Visits, Top Box Score of 89%.

“These results are driven by a focus on platform stability, patient education, and provider training and support,” Waring said.

” Platform-specific improvements include an increase in overall network bandwidth 10x to support the need for planned visits and implement a robust network monitoring solution that allows us to pinpoint the point of failure and resolve issues through configuration improvements and device updates.

“The patient experience has been completely rethought, with the addition of a white-glove onboarding process, including improved communication, educational materials and dedicated technical outreach prior to the visit,” he continued.

Vendor Support Hotline

Provider support is also a focus as Intermountain has implemented a dedicated provider technical support line for video access troubleshooting. The form provides additional training on best practices and the “web-side way” for new and existing providers as an ongoing service.

Intermountain received $730,008 from the FCC TeleMedicaid program for smartphones, tablets, video conferencing equipment, and various monitoring and telemedicine platforms and applications through which providers can be assessed remotely COVID-19 patients, conduct remote monitoring of high-risk patients through the use of specially configured technology suites, provide patients the opportunity to receive medical care and advice from providers anywhere, and educate people and answer questions about COVID-19.

Twitter: @SiwickiHealthIT

Email the author: [email protected]

Healthcare IT News is HIMSS media publications.



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