1 00:00:00,640 --> 00:00:03,199 Philips is a health tech leader focused on 2 00:00:03,199 --> 00:00:06,000 innovation that improves the health and well-being of 3 00:00:06,000 --> 00:00:09,460 people. Our health care technology and informatics solutions 4 00:00:09,679 --> 00:00:12,639 help care teams diagnose, treat, and manage more 5 00:00:12,639 --> 00:00:16,244 patients with greater precision, speed, and confidence across 6 00:00:16,244 --> 00:00:19,225 the care journey. With Philips, clinicians are empowered 7 00:00:19,285 --> 00:00:21,765 with streamlined insights in the moments that matter 8 00:00:21,765 --> 00:00:24,904 for every patient. Better care for more people. 9 00:00:25,204 --> 00:00:25,704 Philips. 10 00:00:28,739 --> 00:00:30,980 This is Gracelyn Keller with the Becker's Healthcare 11 00:00:30,980 --> 00:00:32,659 Podcast, and we are live at the 9th 12 00:00:32,659 --> 00:00:36,200 annual health IT digital health and RCM conference. 13 00:00:36,659 --> 00:00:39,619 I'm excited now to be joined by Jasmine 14 00:00:39,619 --> 00:00:42,119 Bishop, who is the managing director at MedStar 15 00:00:42,259 --> 00:00:43,880 Telehealth Innovation Center. 16 00:00:44,185 --> 00:00:46,024 Jasmine, thanks for being here, and would love 17 00:00:46,024 --> 00:00:47,784 to start off by having you introduce yourself 18 00:00:47,784 --> 00:00:48,685 a little bit further. 19 00:00:49,465 --> 00:00:50,685 Thanks for having me. 20 00:00:51,304 --> 00:00:53,065 As you said, I'm the managing director for 21 00:00:53,065 --> 00:00:55,625 our telehealth innovation center at MedStar Health. We're 22 00:00:55,625 --> 00:00:57,945 a 10 hospital health system in the DC, 23 00:00:57,945 --> 00:01:01,260 Maryland, and Virginia area, and we are also 24 00:01:01,560 --> 00:01:04,280 benefited by a large innovation institute of which 25 00:01:04,280 --> 00:01:06,700 I am part of. And we are 26 00:01:07,640 --> 00:01:08,140 supporting, 27 00:01:08,840 --> 00:01:09,659 up to 450,000 28 00:01:10,680 --> 00:01:12,760 patient visits each year with some of our 29 00:01:12,760 --> 00:01:14,280 telehealth, so I'm excited to talk to you 30 00:01:14,280 --> 00:01:16,334 a little bit more about that today. But 31 00:01:16,334 --> 00:01:18,334 as a quick background, I've been in telehealth 32 00:01:18,334 --> 00:01:20,655 for 15 years. I started in California where 33 00:01:20,655 --> 00:01:23,215 I'm originally from, and we started back then 34 00:01:23,215 --> 00:01:25,534 with addressing the biggest barriers that we have 35 00:01:25,534 --> 00:01:27,775 in telehealth, which is broadband. So we actually 36 00:01:27,775 --> 00:01:28,275 were 37 00:01:28,609 --> 00:01:29,109 installing, 38 00:01:29,489 --> 00:01:31,270 broadband lines across the state of California. 39 00:01:31,969 --> 00:01:32,469 And 40 00:01:32,849 --> 00:01:35,090 since then, I've moved into the health system 41 00:01:35,090 --> 00:01:37,430 space, and I'm excited to be able to 42 00:01:37,489 --> 00:01:38,950 expand what it means 43 00:01:39,329 --> 00:01:42,344 to provide telehealth care and move into some 44 00:01:42,344 --> 00:01:44,265 more care innovation. So I'm excited to talk 45 00:01:44,265 --> 00:01:46,424 more about that today. Great. Well, thank you 46 00:01:46,424 --> 00:01:48,665 so much for being here. And I understand 47 00:01:48,665 --> 00:01:51,224 your organization has had 3 years of historic 48 00:01:51,224 --> 00:01:53,625 growth in this space. So can you expand 49 00:01:53,625 --> 00:01:55,944 a little bit on how telehealth has matured 50 00:01:55,944 --> 00:01:56,525 for you? 51 00:01:57,200 --> 00:01:59,759 Definitely. So MedStar Health was well positioned when 52 00:01:59,759 --> 00:02:02,239 the pandemic hit, and everyone had to shut 53 00:02:02,239 --> 00:02:05,200 down most of their ambulatory operations in March 54 00:02:05,200 --> 00:02:05,859 of 2020. 55 00:02:06,560 --> 00:02:09,439 And well positioned because of us having a 56 00:02:09,439 --> 00:02:12,355 MedStar Institute for Innovation and a telehealth innovation 57 00:02:12,355 --> 00:02:14,615 center, which I now lead alongside my diet 58 00:02:14,675 --> 00:02:16,215 partner, Doug Breith and Booker. 59 00:02:16,594 --> 00:02:19,795 And we had already partnered with different platforms 60 00:02:19,795 --> 00:02:21,795 to be able to provide telehealth services. We 61 00:02:21,795 --> 00:02:23,495 just had to amp them up significantly. 62 00:02:23,960 --> 00:02:25,319 So we have the same story that every 63 00:02:25,319 --> 00:02:27,639 other health system had about historic growth in 64 00:02:27,639 --> 00:02:29,879 that moment. What I'm really excited to talk 65 00:02:29,879 --> 00:02:31,400 about is where we're going next and how 66 00:02:31,400 --> 00:02:32,840 we've already started to see some of that 67 00:02:32,840 --> 00:02:33,740 growth stabilize. 68 00:02:34,360 --> 00:02:36,680 So we are now in a moment where 69 00:02:36,680 --> 00:02:39,104 we have 15% of our ambulatory visits are 70 00:02:39,104 --> 00:02:41,104 still being done over telehealth, at least in 71 00:02:41,104 --> 00:02:43,444 primary care. Overall, about 8%, 72 00:02:43,824 --> 00:02:45,685 and we get upwards of 30 to 40% 73 00:02:45,824 --> 00:02:47,685 in our behavioral health space. 74 00:02:48,305 --> 00:02:50,305 Year over year, we continue to see in 75 00:02:50,305 --> 00:02:51,924 this past 2 fiscal years 76 00:02:52,419 --> 00:02:52,919 450,000 77 00:02:53,219 --> 00:02:56,120 visits per year, which suggests some stabilization. 78 00:02:56,580 --> 00:02:58,099 So I'm excited for us to be able 79 00:02:58,099 --> 00:02:59,540 to continue to build on that growth and 80 00:02:59,540 --> 00:03:01,300 then, as I said, be able to move 81 00:03:01,300 --> 00:03:03,319 beyond what is considered traditional telehealth. 82 00:03:04,555 --> 00:03:07,935 And how has this evolution of telehealth enabled 83 00:03:08,155 --> 00:03:09,134 care continually? 84 00:03:10,395 --> 00:03:13,594 So the care continuity piece is important because 85 00:03:13,594 --> 00:03:15,935 it describes how we can bring in technology 86 00:03:16,074 --> 00:03:18,074 beyond just the point of care when a 87 00:03:18,074 --> 00:03:19,909 patient, say, bumps their head in the middle 88 00:03:19,909 --> 00:03:21,510 of the night and needs to call our 89 00:03:21,510 --> 00:03:23,990 247 virtual urgent care platform, which we call 90 00:03:23,990 --> 00:03:24,969 MedStar evisit. 91 00:03:25,430 --> 00:03:27,189 We also are being able to bring this 92 00:03:27,189 --> 00:03:30,150 technology into our urgent care centers. MedStar operates 93 00:03:30,150 --> 00:03:33,110 over 30 urgent care centers across, Maryland, DC, 94 00:03:33,110 --> 00:03:33,770 and Virginia, 95 00:03:34,235 --> 00:03:36,954 And these urgent care centers are key to 96 00:03:36,954 --> 00:03:39,114 part of our care continuity plan. We wanna 97 00:03:39,114 --> 00:03:40,794 make sure that patients are going into the 98 00:03:40,794 --> 00:03:42,974 right center of care for their acuity level. 99 00:03:43,275 --> 00:03:45,834 Sometimes the patient doesn't always know, and that 100 00:03:45,834 --> 00:03:48,330 is where we're able to bring in specialty 101 00:03:48,330 --> 00:03:50,330 consultations into urgent care. So imagine if you 102 00:03:50,330 --> 00:03:52,030 go into one of our urgent care centers 103 00:03:52,409 --> 00:03:54,250 and you are not so sure if you 104 00:03:54,250 --> 00:03:55,710 might need to go to an emergency 105 00:03:56,010 --> 00:03:56,510 department, 106 00:03:56,810 --> 00:04:00,010 we actually have bunkered ED Physicians that are 107 00:04:00,010 --> 00:04:03,150 supporting the urgent cares through video based consultation 108 00:04:03,715 --> 00:04:06,275 to help the urgent care providers make those 109 00:04:06,275 --> 00:04:07,734 decisions at the site of care. 110 00:04:08,114 --> 00:04:09,495 We also are able to 111 00:04:09,954 --> 00:04:11,875 provide some confidence and comfort to what we 112 00:04:11,875 --> 00:04:14,055 would call our worried well, those that are 113 00:04:14,435 --> 00:04:16,274 fine to go home, but do have some 114 00:04:16,274 --> 00:04:18,294 ailment that would be benefit 115 00:04:18,620 --> 00:04:20,860 from connecting with a specialist. And so in 116 00:04:20,860 --> 00:04:22,779 that moment, we can actually roll in a 117 00:04:22,779 --> 00:04:25,279 video cart and have them do a teleconsult 118 00:04:25,659 --> 00:04:27,019 either with the patient in the room or 119 00:04:27,019 --> 00:04:28,939 just between the urgent care provider and their 120 00:04:28,939 --> 00:04:29,439 specialist 121 00:04:29,899 --> 00:04:32,814 to discuss the treatment plan when the patient 122 00:04:32,814 --> 00:04:34,894 gets home and even to schedule at the 123 00:04:34,894 --> 00:04:35,394 appointment. 124 00:04:35,774 --> 00:04:38,254 That also helps with our patient's ability to 125 00:04:38,254 --> 00:04:40,814 know who to reach out to, and we 126 00:04:40,814 --> 00:04:42,974 can even schedule that appointment right when they're 127 00:04:42,974 --> 00:04:43,474 there. 128 00:04:44,699 --> 00:04:47,920 And as we discussed telehealth and with the 129 00:04:48,139 --> 00:04:50,319 incredible growth that we've seen in that area 130 00:04:50,379 --> 00:04:50,879 from 131 00:04:51,420 --> 00:04:53,259 couple years ago all the way through now, 132 00:04:53,259 --> 00:04:55,259 I would love to know how you see 133 00:04:55,259 --> 00:04:57,920 that health care organizations can better support 134 00:04:58,225 --> 00:05:00,545 both IT and clinical teams as we're carrying 135 00:05:00,545 --> 00:05:03,105 out these innovations and delivering health in a 136 00:05:03,105 --> 00:05:05,264 digital way? Yeah. It's such a great question. 137 00:05:05,264 --> 00:05:06,884 We have a shiny toy problem. 138 00:05:07,584 --> 00:05:09,665 It's, it's really fun to do the new 139 00:05:09,665 --> 00:05:11,290 thing. It's just like any one of us 140 00:05:11,290 --> 00:05:13,370 that have started a diet program as an 141 00:05:13,370 --> 00:05:15,050 example. We do it for a couple weeks. 142 00:05:15,050 --> 00:05:17,050 It feels good and because it's exciting and 143 00:05:17,050 --> 00:05:19,050 new, and then it drops off. I think 144 00:05:19,050 --> 00:05:21,289 the same thing can happen in not exactly 145 00:05:21,289 --> 00:05:23,050 the same way, but with the same impact 146 00:05:23,050 --> 00:05:25,229 when it comes to building out new innovation 147 00:05:25,289 --> 00:05:26,269 in our health systems. 148 00:05:26,714 --> 00:05:29,754 We will find ourselves with an impassioned clinical 149 00:05:29,754 --> 00:05:32,014 champion that wants to do something important, 150 00:05:32,395 --> 00:05:34,235 maybe even be lucky enough to have some 151 00:05:34,235 --> 00:05:37,115 funding for it. And then, ultimately, once we 152 00:05:37,115 --> 00:05:39,194 have that thing live, we move on to 153 00:05:39,194 --> 00:05:40,290 the next without 154 00:05:40,850 --> 00:05:44,230 continuing to build and nurture that original innovation. 155 00:05:44,689 --> 00:05:45,970 So one of the ways that we can 156 00:05:45,970 --> 00:05:48,529 support our IT organization is ensuring that when 157 00:05:48,529 --> 00:05:50,689 we are considering a new innovation, we build 158 00:05:50,689 --> 00:05:52,149 it in a way that has sustainability. 159 00:05:52,764 --> 00:05:55,645 And sustainability isn't just ensuring that it has 160 00:05:55,645 --> 00:05:57,725 a clinical champion that is going to stick 161 00:05:57,725 --> 00:06:00,845 around. It's also about understanding the back end 162 00:06:00,845 --> 00:06:01,345 support. 163 00:06:01,645 --> 00:06:04,045 Cybersecurity is a big issue for everyone right 164 00:06:04,045 --> 00:06:05,964 now, and we wanna make sure that we 165 00:06:05,964 --> 00:06:06,464 have 166 00:06:06,790 --> 00:06:09,110 product managers that are supporting these platforms that 167 00:06:09,110 --> 00:06:11,430 we put in place, application support so the 168 00:06:11,430 --> 00:06:13,750 users have someone to reach out to when 169 00:06:13,750 --> 00:06:15,850 the product isn't working. And, 170 00:06:16,230 --> 00:06:17,850 ultimately, when we are 171 00:06:18,389 --> 00:06:20,649 going after financing for these new innovations, 172 00:06:21,064 --> 00:06:23,625 keeping our IT colleagues in mind and ensuring 173 00:06:23,625 --> 00:06:26,024 that we're building the support that they will 174 00:06:26,024 --> 00:06:29,144 need to be providing us into that finance 175 00:06:29,144 --> 00:06:29,644 request. 176 00:06:30,824 --> 00:06:33,144 And finally, as we wrap our conversation, I'd 177 00:06:33,144 --> 00:06:34,904 love to know what your top piece of 178 00:06:34,904 --> 00:06:36,930 advice is for health care leaders 179 00:06:37,230 --> 00:06:40,129 as we prepare for further advancements in technology 180 00:06:40,269 --> 00:06:41,009 and greater 181 00:06:41,389 --> 00:06:42,689 demands for care. 182 00:06:43,149 --> 00:06:43,649 Sure. 183 00:06:43,949 --> 00:06:46,050 So I would say partner boldly, 184 00:06:46,669 --> 00:06:49,504 and I mean that internally and externally. So 185 00:06:49,644 --> 00:06:52,524 we are familiar with the traditional lines of 186 00:06:52,524 --> 00:06:53,024 value, 187 00:06:53,485 --> 00:06:55,264 cost savings, revenue generation. 188 00:06:55,725 --> 00:06:56,925 We know that we can go to our 189 00:06:56,925 --> 00:06:59,324 finance teams and show them where those are 190 00:06:59,324 --> 00:07:01,584 hitting in ROI through a nicely 191 00:07:02,199 --> 00:07:04,520 built business case. But there's a lot more 192 00:07:04,520 --> 00:07:06,600 value that can be gained through patient and 193 00:07:06,600 --> 00:07:07,580 provider experience 194 00:07:07,960 --> 00:07:09,879 that doesn't have to always be seen as 195 00:07:09,879 --> 00:07:12,460 soft value. There are ways to define that 196 00:07:12,680 --> 00:07:15,285 that actually make a difference for our system 197 00:07:15,285 --> 00:07:17,925 to ensure that the very slim margins that 198 00:07:17,925 --> 00:07:20,964 nonprofit health systems work within, we're able to 199 00:07:20,964 --> 00:07:22,884 make those margins work for us and for 200 00:07:22,884 --> 00:07:24,824 our patients and ensure that we're still 201 00:07:25,125 --> 00:07:27,779 funding innovation for the next generation. 202 00:07:28,720 --> 00:07:30,800 The other element that I would share is 203 00:07:30,800 --> 00:07:33,279 on the external side. So we like to 204 00:07:33,279 --> 00:07:35,860 partner with all size of vendor, 205 00:07:36,160 --> 00:07:38,800 and sometimes they're startups, and that requires us 206 00:07:38,800 --> 00:07:40,425 to put together a bit of a vendor 207 00:07:40,584 --> 00:07:44,104 stack to support whatever the initiative is. Maybe 208 00:07:44,104 --> 00:07:46,125 that vendor is really good in one space, 209 00:07:46,425 --> 00:07:48,345 but we need to round them out with 210 00:07:48,345 --> 00:07:50,584 1 or 2 other vendors. Sometimes those other 211 00:07:50,584 --> 00:07:53,080 vendors might be competitors to the original one, 212 00:07:53,080 --> 00:07:55,319 and we want to encourage them to partner 213 00:07:55,319 --> 00:07:57,500 boldly too. See beyond those traditional 214 00:07:57,879 --> 00:08:00,279 competition lines so that they can partner in 215 00:08:00,279 --> 00:08:01,100 a way that 216 00:08:01,560 --> 00:08:03,100 allows for true codevelopment 217 00:08:03,480 --> 00:08:05,100 and building out real innovation. 218 00:08:06,285 --> 00:08:08,365 Wonderful. Well, thank you so much for taking 219 00:08:08,365 --> 00:08:10,204 the time to join me today, Jasmine, on 220 00:08:10,204 --> 00:08:12,444 the Becker's Healthcare podcast. Again, we are live 221 00:08:12,444 --> 00:08:14,685 at the 9th annual health IT digital health 222 00:08:14,685 --> 00:08:17,345 and RCM conference. Thanks so much, Grace.