Future of Health Care 2020

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THE FUTURE OF HEALTH CARE // PATIENT CARE Primary-care telehealth growing quickly CONTINUED FROM PAGE 5 staff and my patients, realistically in a matter of weeks?” Payments for new models of care ultimately will play the biggest role in how they’re adopted long-term. Until recently, insurers — both commercial and government — only paid for limited telehealth visits and often at rates far below an in-person visit. Pressure from employers could play a big role in changing that. If CEOs see that employees can get the same type of care without taking a day off or even leaving their home or office, they could demand better rates and flexible service models. Quick, timely appointments Once the economy begins to open up, it’s likely some patients will want to go back to traditional office visits. Physicians are likely to favor that too, especially for patients with chronic health conditions. But individuals with a busy schedule or who can’t get away from work are likely to keep the telehealth option. The model seems to have led to both physicians and patients being on time. “We’re assuming this becomes the new normal, and I think it should, absolutely,” Hughes said. “I saw a patient the other day and the appointment was at 9. The appointment started at 9 and was over at 9:20. The patient was doing whatever they were doing at 8:59 and resumed their life at 9:21. Personally, I think that once patients figure out that I can give you high-value care in a much more convenient setting, they’re not going to accept going back to ‘normal.’” The pandemic may have been the immediate cause of rapid telehealth “In anticipation of high patient surge, we proactively erected the tents outside the emergency departments to improve efficiency and better care for our patients,” said Jeff Zewe, president and CEO of Upper Allegheny Health System. Olean General Hospital is pictured above. adoption, but the years-long shortage of primary-care physicians is another piece of the puzzle. Simply, telehealth allows physicians to see more patients more efficiently. Dr. William Mills, senior vice president of quality and professional affairs of Upper Allegheny Health System, a division of Kaleida Health that includes Olean General Hospital, says primary-care telehealth has taken off. “That’s been the biggest change in the delivery part that we’re seeing, and I truly think a lot of this will stick now,” he said. “We’re living in a technological world where everyone wants it right now, when they want it and how they want it.” Other factors to determine longterm adoption include whether medical-error rates are affected, whether regulations that allowed for more flexibility are extended once state and COURTESY OF UPPER ALLEGHENY HEALTH SYSTEM federal waivers expire and the ability of patients to access mobile telehealth tools and devices from home for more advanced care and diagnostics, Mills said. “That’s probably the next wave,” he said. “There are a lot of things that touch the physician diagnostically as well as therapeutically and are very important.” SEE PROVIDER, PAGE 8 WORD FROM THE SPONSOR: KALEIDA HEALTH Meeting the challenge of an unprecedented health issue I think it’s fair to say that on New Year’s Day, none of us had any idea what we would face in a few short months. COVID-19 turned our world upside down and required all of us to throw out our collective playbooks on everyday life and adapt quickly and decisively. As a nation-and especially for those in health care-we were tested in ways that we hadn’t been since the 1918 pandemic more than 100 years ago. There’s a saying that “there is no ‘I’ in team.” Beyond a doubt, the response by the Kaleida Health team to the COVID-19 pandemic proved that saying to be true. Their ability to work as a cohesive team from the very beginning of the pandemic, and across all job titles and responsibilities, laid the foundation for our ability to Jody L. Lomeo is President and CEO of Kaleida Health provide the very best care possible. They have shown incredible dedication, compassion and commitment to their patients, their patients’ families and each other. And while our way of life has been forever changed, one constant remains: the outstanding work that is done by the Kaleida Health team! Enormous gratitude goes to all of those who have volunteered to care for COVID-19 patients within their respective hospitals, across the Kaleida Health system, and those retired clinicians who put their lives on hold to return to the front lines of care. The pandemic created an unprecedented issue for healthcare providers to have to deal with; yet the response by the organization as a whole is what we have come to expect: nothing short of remarkable and solely focused on taking care of our community. A special note of thanks to our community and government leaders these past few months. The partnership and teamwork have been phenomenal. Governor Cuomo and County Executive Poloncarz in particular have shown tremendous leadership on behalf of our community. So we thank them and their staff for all that they have done and will continue to do. Without a doubt, the unsung heroes of this pandemic have been the community at-large. In the early days when there was a need for masks, we were inundated with kind offers to donate or make masks. As our staff worked long, stressful hours, restaurants throughout the community donated and delivered thousands of meals to our employees-and continue to do so. The community has and continues to show enormous support and appreciation: from social media thanks to notes written in chalk on sidewalks by local children. The future of health care will, in part, be influenced by the experiences, ingenuity and lessons learned from the world’s experience with COVID-19. At some point this pandemic will end. But what won’t end is Kaleida Health’s unwavering commitment to our patients, staff and community. We are #KaleidaStrong. 6 THE FUTURE OF HEALTH CARE BUFFALO BUSINESS FIRST
For a complicated time, the simplest words are best: thank you. These are unprecedented times for all of us. But we’re heartened by what we see day in and day out as Western New York takes on COVID-19. To our caregivers, thank you for being there for patients who need you more than ever. To our support staff, thank you for keeping our hospitals thriving at the peak of challenges. To Governor Cuomo, County Executive Poloncarz and all of our partners in government, thank you for your leadership during these extraordinary times. And to our community, thank you for staying home and staying safe in the face of isolation. Western New Yorkers, please keep up your part in the fight. We promise that we’ll be out here doing the same to get us through this challenge. kaleidahealth.org/coronavirus
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Page 3 and 4: Contents JOED VIERA The Covid-19 pa
Page 5 and 6: ECMC’s Virtual Care EXTENDING HEA
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Page 15 and 16: Technology PAID ADVERTISEMENT Spons
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Page 19 and 20: Thank You to all Healthcare Profess
Page 21 and 22: Visit shswny.org for more info As o
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Page 32 and 33: To the nurses, physicians and all t
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