Telehealth in Action: Service Providers and Product Evaluation · 2020-05-13 · Healthcare Specific Platforms HIPAA compliant Easy to implement Familiar to providers Industry Telehealth

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Telehealth in Action: Service Providers and Product Evaluation

Telehealth Series: Webinar 1

May 13, 2020

This webinar was developed with support from the Office of National Coordinator for Health Information Technology, the Centers for Medicare &

Medicaid Services, and the Illinois Department of Healthcare and Family Services. The contents of this presentation do not necessarily reflect the

opinions of our state and federal grant partners.

This webinar is jointly sponsored by CHITREC educational programming through the Illinois Medicaid Promoting Interoperability Program Help Desk

and the Quality Payment Program of Illinois Help Desk.

CHITREC does not have any preferred partnerships with technology vendors or financial relationships with telehealth service providers. We encourage

our partners, and all attendees/viewers of this webinar, to perform due diligence in researching options and make a selection that best fits the

unique needs of their organization.

Background research and content development has been provided by Second Opinions, a pro-bono consulting firm for community healthcare

organizations.

Second Opinions was founded by Northwestern medical students with experience in strategy consulting at top-tier firms. They assemble teams of

medical students to work on projects with an experienced Case Team Leader and support of an advisory network of faculty members and other experts

from Northwestern Medicine. Please visit http://www.secondopinionsfsm.org to learn more.

http://www.secondopinionsfsm.org/

• Categorizing Telehealth Providers

• Dimensions for Evaluating Telehealth Providers

• Sample Telehealth Evaluations

• Q&A

• Appendix

Agenda

Service Provider Categories

Public Video Platforms

Familiar to patientsEasy to implementShort-term solution

Healthcare Specific Platforms

HIPAA compliantEasy to implement

Familiar to providers

Industry Telehealth Partners

Customizable interfaceRobust customer support

Long-term solution

EHR Integrated Systems

Fully integrated within clinical workflowSpecific to each EHR system

Long-term solution

Practice priorities and intended use determine which category of telehealth service providers is needed.

Telehealth service providers can be broken down into four distinct categories.


Benefits

• Requires only account creation or app download• Can be implemented at little to no cost• May already be in use by patients• HIPAA non-compliance enforcement relaxed during

COVID-19 (with patient notification)

Drawbacks

• Often not HIPAA compliant• Short-term solution during COVID-19• Provider must directly call patient • Limited customer support in real time• Video quality dependent on provider and patient

internet connection

Best option for providers with no future telehealth plans, looking for an interim

COVID-19 solution at low cost

Often free, commonly known, and can be implemented for patient care in COVID-19 under the HIPAA good faith provision.


Benefits

• Can be implemented at little to no cost• HIPAA compliant• Masks provider telephone numbers• Built for medical practice with clinical features such

as provider pass-off and waiting rooms

Drawbacks

• Requires registration and verification as a recognized healthcare provider

• Platform may be new to providers or patients• Limited customizability• Limited customer support in real time• Upgrades available at a premium price

Best option for providers seeking telehealth solution for use during COVID-19 and beyond, looking to

implement quickly

Easy to implement, low cost options that protect patient and provider privacy.


Benefits

• Customizable to a practice’s needs in design and clinical features

• HIPAA compliant, providing a long-term solution• Patient management integrated within the system• Built for collaboration within a practice• Robust customer support

Drawbacks

• Typically a higher cost/user or cost/patient• Requires intensive investigation of companies

including trials, demos, and contract deliberation• Longer time to implementation (months) to

integrate product into workflow and train users

Best option for providers looking to integrate telehealth into their regular

clinical practice for a long-term solution

Forrester Research has conducted a thorough analysis of Industry Telehealth Partners: https://reprints.forrester.com/#/assets/2/1812/RES147875/reports.

Provide comprehensive, long-term telehealth solutions customizable to a practice’s needs.

https://reprints.forrester.com/#/assets/2/1812/RES147875/reports

https://reprints.forrester.com/#/assets/2/1812/RES147875/reports


Benefits

• Easy to access and update patient chart information during the telehealth visit

• Integrated administrative tasks such as scheduling and billing

• Most similar provider experience to in-person clinical appointments

Drawbacks

• Requires EHR system in use with integrated telehealth options or applications

• Options limited by EHR provider• High cost to implement EHR with additional cost to

implement telehealth service

Best option for providers with existing comprehensive EHR system with

accessible customer support and robust integrated application options

Provide a telehealth solution that fully integrates into clinical workflow from scheduling to documentation.




• Q&A

• Appendix

Agenda

Evaluation Dimensions

Telehealth service providers can be assessed across eight Key Dimensions.

PRICE

1

HIPAA COMPLIANCE

2

PATIENT-FACING FEATURES

3

PROVIDER-FACING FEATURES

4

EHR INTEGRATION

5

CUSTOMER SUPPORT

6

SPEED OF IMPLEMENTATION

7

ADDITIONAL FEATURES

8

Fewer Dimensions Satisfied/Higher Costs

More Dimensions Satisfied/Lower Costs

PRICE $100+ per user <$100 per user $0 per user

HIPAA COMPLIANCE No With Upgrades Yes

PATIENT-FACING FEATURES✗Waiting Room

✗ Document SharingSome Features

✓Waiting Room✓ Document Sharing

PROVIDER-FACING FEATURES✗ Team Care

✗ Pass Off FeatureSome Features

✓ Team Care✓ Pass Off Feature

EHR INTEGRATION No With Upgrades or Limitations Yes

CUSTOMER SUPPORT Email SupportChat Support Only or Limited

Live Support24/7 Live Support

SPEED OF IMPLEMENTATION Months Weeks Immediate

ADDITIONAL FEATURES No Additional Features Some Additional Features

✓ Payment Interface✓ Translator/Interpreter✓ Legal Coverage✓ Other Features

Evaluation of various Public Video Platforms and Healthcare Specific Platforms available in Appendix 2.

Evaluation Methodology

Telehealth service providers can be evaluated on the extent to which each of the eight key dimensions are satisfied. This process allows for a relatively objective comparison differentiating on features and costs.




• Q&A

• Appendix

Agenda

Small Practice Consideration


Familiar to patientsEasy to implementShort-term solution


HIPAA compliantEasy to implement

Familiar to providers


Sample evaluations of 2 companies available in Appendix 1


Options are best evaluated by contacting and working closely with EHR vendors

The telehealth service provider market is vast and continues to grow due to increased demand during the COVID-19 public health emergency. Evaluating every option is not feasible for the purpose and scope of this presentation.

For small and independent practices adjusting to telehealth during the COVID-19 public health emergency, Public Video Platforms and Healthcare Specific Platforms may be a more attractive immediate solution.

Sample Evaluation Matrix

PRICE Free $49 per provider per month Free

HIPAA COMPLIANCE Yes Yes No; can be upgraded to Zoom

Healthcare for HIPAA compliance

PATIENT-FACING FEATURES✓Waiting Room

✗ Document Sharing✓Waiting Room

✓ Document Sharing✓Waiting Room

✓ Document Sharing

PROVIDER-FACING FEATURES✓ Team Care

✗ Pass Off Feature✓ Team Care

✓ Pass Off Feature✓ Team Care

✓ Pass Off Feature

EHR INTEGRATION Only with Epic Haiku No No

CUSTOMER SUPPORT Email SupportLive instant technical support for

providers and patientsEmail Support

SPEED OF IMPLEMENTATION Immediate Immediate Immediate

ADDITIONAL FEATURES✓ Can link office phone number as

caller ID

✓ Automatic patient reminders✓ In-visit features: chat, screen

sharing, canvas mode✓ Can be upgraded to Mend Pro

with even more features

✓ In-visit features: chat, screen sharing, canvas mode

For purpose of example, the graphic below demonstrates an evaluation matrix of the eight key dimensions for three telehealth service provider options: Doximity, Mend Now, and Zoom.

Doximity

PRICE Free

HIPAA COMPLIANCEYes – HIPAA compliant, BAA, all communications encrypted and

delivered via SSL protection

PATIENT-FACING FEATURES✓Waiting Room for video only

✗ Document Sharing


✓ Team Care – easily add an additional provider to the call with

the “Share” button✗ Pass Off Feature

EHR INTEGRATION Only with Epic Haiku

CUSTOMER SUPPORT Email Support

SPEED OF IMPLEMENTATIONImmediate, must register as a verified healthcare provider

ADDITIONAL FEATURES✓ Can link office phone number as

caller ID

“I chose Doximity for

its easy access.”

“I love that I can call the patient

using my cell phone and the caller ID on the patient’s phone

shows my office number.”

What physicians are saying:

“The video call feature has worked seamlessly and my patients have

found it extremely easy to use!”

Quotes are pulled from online product reviews.

Free app that can be used immediately upon download with enough features to facilitate quality telehealth visits.

Mend Now

PRICE $49 per provider per month

HIPAA COMPLIANCEYes – HIPAA and HITECH compliant,

BAA

PATIENT-FACING FEATURES✓ Custom Video Waiting Room


PROVIDER-FACING FEATURES✓ Team Care – easily add an

additional provider via text message✓ Pass Off Feature

EHR INTEGRATION No

CUSTOMER SUPPORTLive instant technical support for

providers and patients

SPEED OF IMPLEMENTATION Immediate

ADDITIONAL FEATURES


sharing, canvas mode✓ Can be upgraded to Mend Pro

with even more features

“I like the ability to use the service

with both the website and the

mobile app.”

“Great easy to use telehealth platform that is snappy and

quick. Lots of features for

professionals to help with patients and

connecting.”


“I will recommend this to all

colleagues. Everything has been so incredibly easy to

access.”

Quotes are pulled from online product reviews.

Low-cost telehealth option that can be implemented within minutes and has high-quality features for a more premium telehealth experience.

Zoom

“Zoom seems to work well

for telehealth.”

“Of all the video conferencing tools

out there, Zoom works probably the

best as far as everything working.”


“The sound is clear. The video is clear. The messaging is straight forward.”

PRICE Free

HIPAA COMPLIANCE

No* – but has SSL encryption and AES 256 bit encryption; can be

upgraded to Zoom Healthcare for HIPAA compliance




✓ Team Care – easily add an additional provider by providing

them the Zoom link✓ Pass Off Feature

EHR INTEGRATION No

CUSTOMER SUPPORT Email Support

SPEED OF IMPLEMENTATION Immediate

ADDITIONAL FEATURES✓ In-visit features: chat, screen

sharing, canvas mode

Concerns have been raised about security issues with Zoom. Organizations are encouraged to review complaints and the Company’s response when considering their free product. Quotes are pulled from online product reviews.

Free video conferencing platform that is easy to use with the added benefit of being recognizable to patients who may be using Zoom during this crisis.

Final Decision

EASE OF SETUP ✓✓ ✓ ✓✓✓

PATIENT FAMILIARITY/EASE OF USE ✓✓ ✓ ✓✓✓

CUSTOMIZABLE FEATURES ✓✓ ✓✓✓ ✗

PRACTICE MANAGEMENT FEATURES ✓✓ ✓✓✓ ✗

LONG-TERM SOLUTION ✓✓ ✓✓✓ ✗

PROFESSIONAL FEEL ✓✓ ✓✓✓ ✓

✓ indicates that a company has a specific feature available; ✗ indicates that a company does not have that feature available.Colors indicate how well each company ranked against its competition based on Second Opinions’ evaluation.

After evaluating price and features, a final decision will likely be based on an organization’s subjective prioritization of additional features by an individual practice. For purpose of example, the Second Opinions project team for the three sample products.




• Q&A

• Appendix

Agenda

Contact Us

CHITREC’s Help Desk services are currently offering additional support with telehealth to keep you on the path to successful participation with Medicaid and Medicare reporting programs.

• For organizations participating in the Illinois Medicaid Promoting Interoperability Program, please contact our Help Desk at 855-684-3571 (855-MU-HELP-1) or [email protected].

• For small practices (15 and fewer providers) participating in the Medicare Quality Payment Program, please contact our Help Desk at 844-777-3375 (844-QPP-DESK) or [email protected].

Join us next week for part two of our telehealth series, which will address a process for implementing telehealth and supporting providers and patients with virtual visits!

mailto:[email protected]

mailto:[email protected]




• Q&A

• Appendix

Agenda

Industry Telehealth Partners Sample Evaluation: Synzi

PRICE$45 per provider per month plus $2.25

per patient per month

HIPAA COMPLIANCEYes – HIPAA compliant, HITRUST certification, 256-bit encryption


✓ Custom Video Waiting Room✓ Document Sharing


✓ Team Care – easily add an additional provider via a secure link


EHR INTEGRATION No

CUSTOMER SUPPORT24/7 live technical support with a

Synzi advisor


Within a few weeks

Additional Features

Device-agnostic for providers and patients Easy-to-use patient app/website

(originally designed for home health care agencies with elderly patients)

Customizable staff member groups Customizable communication with

patients – can turn patient-initiated communications on/off on an individual basis

Secure patient messaging Customizable automated texts/email

blasts to patients Customizable patient assessments Images can be exported to EMR

Appendix 1

Industry Telehealth Partners Sample Evaluation: Mend Pro

PRICE $109 per provider per month

HIPAA COMPLIANCEYes – HIPAA and HITECH compliant,

BAA


✓ Custom Video Waiting Room✓ Document Sharing


✓ Team Care – easily add an additional provider via text message


EHR INTEGRATION Yes

CUSTOMER SUPPORTLive instant technical support for

providers and patients


Within a few weeks

Additional Features

Device-agnostic for providers and patients Automated Connection Test will test

patient's camera, microphone, and internet connection

Practice management features: customizable appointment types, appointment routing, on-demand telehealth queue, group telehealth

Patient self-scheduling and rescheduling Customizable forms and assessments can

be sent to patients Premium branding look and feel Payment collection

Appendix 1


Cisco WebEx GoToMeeting Zoom Amazon ChimeMicrosoft

TeamsGoogle Meet

PRICEFree, with upgrades

available$12/month and up

Free, with upgrades available



$6/month and up

HIPAA COMPLIANCEYes, with BAA and

encryptionYes, with BAA and

encryption

No, has encryption; can be upgraded for HIPAA compliance

Yes, with BAA and encryption

Yes, with encryption and BAA if using

Sharepoint

Yes, with BAA and encryption

PATIENT-FACING FEATURES✓Waiting Room✓ Document

Sharing

✓Waiting Room✗ Document

Sharing

✓Waiting Room✓ Document

Sharing

✗Waiting Room✓ Document

Sharing

✓Waiting Room✓ Document

Sharing

✗Waiting Room✓ Document

Sharing




✓ Pass Off Feature✗ Team Care




EHR INTEGRATION No No No No No No

CUSTOMER SUPPORT 24/7 Live Support 24/7 Live Support Email Support Email Support 24/7 Live Support 24/7 Live Support

SPEED OF IMPLEMENTATION Immediate Immediate Immediate Immediate Immediate Immediate

ADDITIONAL FEATURES✓ In-visit features:

chat, screen sharing, canvas mode

✓ In-visit features: chat, screen sharing,

canvas mode


canvas mode

✓ In-visit features: chat, screen sharing

✓ In-visit features: screen sharing


canvas mode

Appendix 2


Doximity Mend Now Doxy.me

PRICE Free $49 per provider per month Free, with upgrades available

HIPAA COMPLIANCE Yes, with BAA and encryption Yes, with BAA and encryption Yes, with BAA and encryption


✗ Document Sharing✓Waiting Room

✓ Document Sharing✓Waiting Room

✗ Document Sharing



✓ Pass Off Feature✗ Team Care

✗ Pass Off Feature

EHR INTEGRATION Only with Epic Haiku No No

CUSTOMER SUPPORT Email Support 24/7 Live Support24/7 Live Support with upgrade

only

SPEED OF IMPLEMENTATION Immediate Immediate Immediate

ADDITIONAL FEATURES✓ Can link office phone number

as caller ID


sharing, canvas mode

✓ Patient check-in✓ Patient queue

Appendix 2

Documents

Telehealth in Action: Service Providers and Product Evaluation · 2020-05-13 · Healthcare Specific Platforms HIPAA compliant Easy to implement Familiar to providers Industry Telehealth