Digital Care Delivery During COVID-19 and Beyond

Prior to the onset of COVID-19, the U.S. healthcare system was going through a major shift in healthcare delivery and reimbursement. The current structure is unsustainable as healthcare costs continue to rise and more consumers need access to high-quality affordable health outcomes.

Given this necessary shift, massive well-funded self-insured employers, such as Walmart, Amazon, and Berkshire Hathaway, as well as investor-backed healthcare companies, such as Maven, VillageMD, and Iora Health, are pushing U.S. healthcare towards innovative consumer-centric care.

We are also seeing the continued shifts in reimbursement and the management of patients from fee-for-service to value-based care arrangements, such as capitation and Accountable Care Organizations (ACO’s) that drive the need for population and panel management. This requires that healthcare providers have better technology and digital tools to engage in these types of future-forward care delivery models. 

This shift was already occurring but has now been dramatically accelerated with the onset of COVID-19, where we are experiencing a drastic shift to digital and virtual healthcare delivery.

Many large healthcare providers had been taking years to integrate live video visits between a physician and patient, but with the onset of the coronavirus and better reimbursement from payers, we saw the shift to telehealth happen instantaneously, going from a few hundred telemedicine visits per year to thousands in one month. 

Thankfully for most patients the results from a telehealth visit are largely qualitatively positive. The patient no longer has to drive through traffic, find parking, pay for parking, wait with other sick patients in the waiting room, wait for doctors who are always behind schedule, and interact with care team members who are staring at a computer instead of looking at the patient. 

Now that healthcare systems and other providers have gotten a taste of the value of virtual care and digital healthcare delivery tools, it’s important that organizations continue to shift healthcare delivery to achieve what we have termed the Triple Aim + 1, otherwise known as the Quadruple Aim: 

  • Improve health access + outcomes
  • Reduce healthcare spend 
  • Improve patient experience
  • Improve provider + staff experience  

Given this shift in healthcare delivery we launched a webinar on Digital Care Delivery in the Era of COVID-19 and Beyond. 

What is Digital Care? 

Digital care is patient care that incorporates technology. In the case of COVID-19, this is largely telemedicine live video visits, phone apps, and remote patient monitoring devices. 

We are now hearing the buzz terms The Digital Front Door and The Digital Care Journey.

The Digital Front Door is how we use technology to interface with potential and current patients in order to drive them to get the care they need at your institution. In many situations, such as pregnancy and surgery, the patient does in fact have a choice as to where they would like to receive care. 

The Digital Care Journey is how we incorporate digital tools into the patient’s care journey from beginning to end, whether those are digital tools for scheduling, monitoring, or navigation.

Digital care can be provided as a population health tool that reaches the masses or as an individualized care tool that provides precision medicine to one individual patient.  

One of the most important population health tools that reaches the masses is DIGITAL RECORDED VIDEO, which has been largely underutilized as a digital health tool in healthcare delivery.

Given the importance of recorded video as a digital care delivery tool, let’s discuss the issue with the status quo and how digital video can improve care, access, and experience while also improving clinician and staff efficiency.

What is wrong with the current status quo? It is:

Whether care is provided in-person or through a telehealth video visit, we know that care is inefficient and it is not fulfilling the needs of your patients, providers, or staff and not achieving your organizational mission.

This causes many problems for PATIENTS

  • They may not be listening.
  • They might not understand.
  • They may forget.
  • They may not speak English as their first language.
  • They might need a caregiver to manage the information.
  • They might toss the paper in the trash without reading it.

Approximately 65% of the population are visual learners! So how effective are we really being with a one-time verbal communication of information to patients?

There are also many problems for the PROVIDERS

  • They don’t have time to convey all the information to their patients in a single appointment. 
  • They have to repeat the same standard information with each patient.
  • Their patients aren’t prepared for their appointments. 
  • They feel frustrated and view their patients as non-compliant.

There are also problems for the ORGANIZATION overall:

  • Poor quality outcomes and ratings 
  • Poor patient experience 
  • Provider and staff burnout 
  • Surgery cancellations and appointment no-shows 
  • Wasted $$$ on paper educational and marketing materials that go in the trash 
  • No brand engagement/increase in market share

The list goes on but the overarching theme is this: when we leave patient care to be entirely verbal and on-paper then we are providing inefficient care that wastes time, money, and energy. We are also leaving increased revenue on the table that could be driven from improved patient outcomes and experience as well as increased market share. 

How do we make care more efficient using digital tools?

We must implement digital asynchronous video as a care delivery tool

We use recorded videos in care delivery to drive targeted benefits such as increasing revenue, cutting costs, improving access and outcomes, reducing spending and improving experience. Many organizations are familiar with video libraries. But these are never developed with a targeted ROI and they are never integrated into clinical care. They attempt to check a box for patient education but never check the box for clinical and operational efficiencies. 

We follow a three-step process to ensure ROI with recorded videos: 

  1. Strategize
  2. Develop
  3. Execute 

1. The first step in implementing digital asynchronous care is to ‘strategize’.

We work with our clients to lay out the goals we are trying to achieve, the target consumer, topic, and how we will directly measure that we have achieved those goals. We also help our clients to develop a multidisciplinary team customized to the client but often including a clinical leader, an administrative leader, and a marketing lead.

2. The second step is to ‘develop’ the content, operations plan, and marketing plan.

This step is incredibly important because we need to both create high-value videos while also ensuring the videos will be viewed by consumers. We take on every step of video production including scripting, filming, post-production, and post-post production add-on’s that include hosting the video with clickable Calls-To-Action. We simultaneously partner with the marketing and operational leads to build implementation plans using our templates.

3. The last step is to ‘execute’ on our plans.

This includes publishing the video(s), implementing our marketing and operational plans, and analyzing the process and goal metrics to calculate our ROI. 

Why is recorded video better and more reliable than verbal and paper clinical operations? Analytics.

With digital marketing tactics we can use analytics to see who watched the video, how much of the video they watched, whether they clicked on our call-to-action buttons, and whether they understood and gained value from the content.

This data can be used to drive performance and action and we can directly correlate time and money saved for your clinicians and staff. 

Which content areas benefit the most from digital video as an asynchronous care delivery tool?

If you have the strategy, processes, and analytics in place you can make videos on any content area: women’s health, surgery, cancer, transitions of care…the list is endless!

Just be sure when implementing that you are targeting ROI.

The ROI calculation will be different based on the organization, your target audience, and content area. It will range from cost cutting, i.e. replacing paper and lost expensive clinician/staff time, to increased value, i.e. improved patient outcomes, experience, and market share.

It is recommended that you start small with the clear and crafted ROI you are seeking and then grow and expand to other content areas. 

In order to become the leaders and achieve ROI in virtual care through digital asynchronous care, there are some decisions you will have to make:

The first question to ask yourself is: Where are your low hanging fruit? 

To determine the low-hanging fruit areas you should target, ask yourself the following questions: 

  1. Where are my providers/staff having redundant standardized conversations with patients that we could put on video? 
  2. Where would it be better and more effective for the patient to know the information BEFORE the appointment
  3. Where is it critical that the patient has access to the information (along with a caregiver) in order to ensure the patient complies with their care, i.e. we can’t risk them forgetting or not understanding

The second question to ask yourself is: Will you build digital asynchronous video in-house or work with a partner to achieve success?

If you decide to work with a partner, you need to know what to look for in a partner. They should have the following background and expertise: 

Because it is a partnership you need to focus on partnering with someone who knows:

  • How to develop your strategy
  • How to develop ROI and metrics
  • How to film including set design, editing, post production, CTA’s, etc.
  • How to market and operationalize
  • How to PDSA (Plan-Do-Study-Act)

So, what do you need to think about in order to start your digital care journey and be the best-in-class in virtual care? Ask yourself the following questions: 

  • Where are your low-hanging fruit?
  • What are your barriers to incorporating digital asynchronous care?
  • How can those barriers be overcome?
  • How would you establish the ROI of digital video at your organization?
  • Who do you need to engage to ensure buy-in for your first pilot? 

With digital asynchronous care you can move a 1:1 redundant unstandardized conversation into a standardized impactful conversation that can reach millions of patients with one click and drive operational efficiencies. 

We have worked with clients across different spheres of healthcare topics to integrate digital recorded video as an asynchronous care delivery tool.

With Resolution Care Network physicians, we were able to save over 15 hours and over $1,000 in clinician time in just two weeks of implementation.

Our goal is to support healthcare organizations across the country to optimally integrate digital asynchronous video into their care delivery operations. With asynchronous video we can improve access, outcomes, and efficiency that is a win-win-win for patients, providers, and organizations.

Ready to chat about digital asynchronous care delivery at your organization? 

We hope you found the webinar and this information valuable as we further shift towards optimal utilization of digital care delivery tools in the future of virtual care and beyond.

Cheers to Your Health and Happiness!

The Future of Health Care is Video.

As healthcare costs continue to rise and health outcomes lack improvement, consumers are growing increasingly frustrated, confused, and overwhelmed.

In fact, 9 out of every 10 individuals are considered healthcare illiterate, which is not surprising given the complexity of the healthcare system in addition to language barriers- not only due to medical jargon but also for the 25 million+ individuals who are limited English proficient. In no other industry is communication as important but as difficult as it is in the health care system.

Every other industry has defined their business model around the consumer. This has not been the case in health care. Health care has evolved to lack the infrastructure needed to understand their consumers and their true needs, wishes, and desires.

This is all changing as health care moves from a fee-for-service reimbursement structure that incentives volume to a value-based care reimbursement structure including two-sided risk Accountable Care Organizations (ACOs), bundled payments, and capitation. The future payment system will require an overhaul of healthcare delivery as we know it.

In value-based care, the goal is improved outcomes at reduced systemic costs. And there is no way a health system can achieve success in the future of value-based payments without better empowering and engaging the most important component of the equation, the consumer.

“We are shifting to a model of payment where outcomes, quality, utilization, and cost matter more and more. In that market, how our customers behave and what they choose to do is going to be reflected in healthcare outcomes, and will matter to the viability of healthcare organizations far more than it has in the past. Patients will also increasingly act like consumers and will be voting with their wallets and their feet.”

-Dr. Zeev Neuwirth, Author of Reframing Health Care

We can no longer engage consumers by handing them pieces of paper filled with medical jargon and hoping that Google will communicate on behalf of the provider for anything that was misunderstood.

Consumers will need clear, concise, targeted, and curated information and tools that tell them exactly what they need to know. And this information will both improve the consumer’s experience with the healthcare system but will also drive appropriate consumer behavior. In doing so, this will allow your organization to not only survive the future of at-risk payments but to thrive in them.  

The future of health care is video.

Individuals want information conveyed in a clear, concise, and entertaining manner. Gone are the days of reading packets of paper.

Here at Health Care Transformation, we are combining our expertise to develop, create, and produce curated video content and tools that help you achieve consumer-centric care. This curated content will improve the patient experience and build a positive relationship with your brand.

Our content ranges from:

  • What to Expect as First-Time Patients
  • What to Do When You Experience an Urgent Health Issue
  • How to Navigate Health Insurance
  • Planning Your Pregnancy Journey
  • Navigating a Hospitalization
  • Medical Decision-Making For Your Loved Ones
  • And MORE!

In addition to our content library, we love working with our partners to create custom content to achieve their specific goals. Regardless of whether we license or custom-create the content, we provide top support every step of the way as we partner to ensure success in rolling out the content at your organization and create a positive ROI.

How is our content + partnership consulting so impactful?

  • Removes the burden of developing standardized patient education materials  
  • Available in multiple languages
  • High-quality Los Angeles video production
  • A/B testing of all content + communications
  • Communication + marketing strategy
  • Analytics partnership to determine impact and ROI

To quote leading healthcare expert Dr. Zeev Neuwirth, host of Creating a New Health Care podcast and author of Reframing Health Care, one more time:

“Our collective job is to educate, influence, and engage patients so that they have the best chance of becoming active participants in their own care…It is our job to make engaging in health care appealing, even enticing and entertaining, so that healthcare customers want and choose to participate. It is our job to make it easier, more convenient, and more dignified.”


If you are a healthcare provider who is innovative and ready to thrive in the future of value-based care, contact us today. We are looking forward to supporting you and your efforts to integrate video content into the delivery of care and truly become a consumer-centric healthcare provider.

Cheers to Your Health and Happiness.