Saint Francis Health System

Sandi Wagner

Telehealth Access Advocate

Challenges Facing Today’s Healthcare Industry

One of the primary challenges facing the healthcare industry is the uncertainty surrounding continued virtual services. Due to the COVID-19 public health emergency, many waivers were put into place allowing healthcare delivery through virtual services, using methods that will not be acceptable in the long-term. In fact, several of these temporary allowances have already been rolled back. Today’s challenge is to assess for feasibility and sustainability in all virtual services according to official allowances before all the waivers expire. As many providers and patients have become comfortable with virtual services, and in many cases prefer this convenience, we must address and plan for the future now.

Transforming Patient Care with Remote Patient Monitoring (RPM)

The use of RPM could potentially transform patient care because it allows for continuum of care while the patient is absent from the healthcare environment. Healthcare professionals can address trends and issues in real time, preventing acute episodes. Overall, patients are able to be more active and recuperate at home. Preventing acute episodes will decrease cost for patients and, ultimately, the healthcare industry by reducing the utilization burden. Patients will save because they won’t have medication costs and other expenses from an acute episode. Continuous monitoring and communication with providers will increase patient satisfaction and the quality of life will be improved through decreased acute illnesses.

The Role of Technology in Mitigating Staff Shortage

Technology associated with virtual care can fill many gaps caused by impossible staffing and provider shortages. Technology allows increased productivity for the staff and providers in place. Through virtual care, providers, especially specialists, can join a local team using virtual technology. For example, if a facility needs five neurologists to care for their population but they only have three on staff, the hospital can partner with neurologists virtually. Augmenting their team with additional neurology resources virtually would allow them to fulfill neurology needs and services required to care for the population they serve. Once the technology is in place, there are many other resources that can utilize it to care for the patient without delay. Additionally, virtual technology reduces drive time for providers covering multiple facilities. These are only a few examples. As this concept is still new to many, the key is to find the best way to use technology for the identified gap.

"With e-visits and virtual care on demand, the patients are able to seek care that fits their schedule"

The Impact of Telehealth on Patient Engagement

Patient engagement can be a tricky endeavor for any facility, through telehealth or in-person care. The most positive impact of telehealth on patient engagement is that it allows the patient to connect with their provider more frequently and conveniently. With e-visits and virtual care on demand, the patients are able to seek care that fits their schedule. When the healthcare industry is engaging providers who are readily available, patients will feel a sense of ownership in their care and want to be more engaged.

Providing Quality Healthcare

Saint Francis Health System holds the standard of care for all patients to the highest level they can provide, while always striving to achieve an even higher standard. At this point, the main initiative for the Virtual Services department here at Saint Francis is to promote and verify that all virtual services are supplied to the same standard of care as any service that would be provided in person. Assessing all service lines for feasibility and sustainability for the future regardless of waiver status is the current initiative. There are several concepts and proposals on the table that will expand our virtual services and continue to represent our commitment to providing superior care and quality. We already have a robust program in place now and will continue to improve and expand using a variety of new methods.

 I have successfully created, implemented and managed virtual care, and I am very happy to bring that expertise to Saint Francis. As a registered nurse, I worked the bedside for many years, so I understand what effect any program or initiative can have on the end user. I also hope to bring value to Saint Francis because I have served on the accrediting committee and the standards review committee for a telehealth accrediting agency. This allows me to bring the expected level of quality for the standards from the beginning of any initiative. The greatest benefit I provide is a robust understanding of many service lines and initiatives in a large variety of settings from concept to fruition. Over the years, I have learned to vet feasibility and sustainability through developing successful programs, education and clinical experience and also learning from failures. Many times, learning from failures can provide the best level of understanding and expertise.

My main piece of advice to market players and budding entrepreneurs is to not forget the full spectrum of care intended. Do not focus on the technology. Look to the end result for the patient first and verify that your service will meet the same standard of care, and then find the technology or path to meet your goal. Rather than looking to expand technology, look to expand patient care, and the appropriate technology and means will become apparent. It is easy to get lost in the newness and exciting paths of technology but lose focus of the patient first. We are here to serve our population, both internal and external customers, to provide superior and quality care that promotes the best health and wellbeing of all. Keeping this as the first goal and end result demanded is the only way that technology benefits us the most.