The New Landscape of Care Delivery in 2021 and Beyond

What have the biggest learnings been around telehealth over the course of the pandemic for you and

you customers? We learned how fast we can move. We previously had too many approv- als (real or imagined) and all of a sudden, the barriers to rolling out telehealth were removed. We adopted multiple solutions. One size did not fit all uses. Our customers and staff have varying levels of technical skills and we had to accommodate everyone.

What shifts have providers had to make to operationalize existing workflows for the telehealth

environment? With integrated telehealth systems, we had to adjust for volume. For standalone telehealth systems, we had to make sure the technology did not interfere with care delivery or clinician workflow. We didn’t want doctors/nurses to be burdened with tech issues.

What are strategies to ensure that telehealth visits, along with in- person visits and other data, all get integrated into a patient’s medical

record? There are a few ways to break down telehealth. eVisits are similar to phone visits or in person visits; patient care information is added to the EHR; there isn’t much dif- ference from regular patient inter- actions. Telehealth solutions that collect data such as blood pressure, heart rate, and vitals use interface

engines between the systems and those feed into the patient record. Patient data is found in “the sys- tem of record” (EHR), “the system of reference” (separate system such as clinical imaging) or “the system of collection” (monitors, tools, lab, pharmacy).

How have patient and clinician expectations shifted around virtual care delivery, and how do you see the telehealth landscape continuing

to evolve in the future? Patients want technology available that they already use (smartphones, Skype, WhatsApp, Facetime) They will DEMAND telehealth for minor visits and follow ups. They will want to be able to report vitals using per- sonal tools such as phones, at-home monitors, and applications. They will want service 24/7 and not be bound by 8 a.m. to 5 p.m. appoint- ments. They want any provider to have their information available, so they don’t have to start over with each doctor.

What changes do you think are needed culturally and organization needed to nurture telehealth long

term? • Develop REAL cost structures • Develop service offerings that are safe

• Teach/train clinical staff to adopt technology not to hate it

• Be patient with the technical skills of the customer/patient

• Learn security features • Make it the norm not the exception

Sponsored Content Cheryl Rodenfels

Chief Technology Officer, Healthcare Americas, Nutanix, Inc.



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