covid-19: rapidly reengineering primary care€¦ · primary care must manage the 80%...
TRANSCRIPT
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COVID-19: Rapidly Reengineering Primary Care
John Findley MD, CPE
April 2, 2020
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• Primary care capacity in COVID-19 crisis
• Anticipating Chronic disease tsunami
• Team based approach to virtual care
• Essential Workflow Redesign
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Agenda
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Covid-19 Call to Action in Primary Care
Action is necessary to
• Protect your patients
• Protect yourself and your team
• Protect your practice, revenue, and financial sustainability
• Protect jobs and community
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Critical: Comprehensive COVID-19 Rapid Response
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Community Response:Addressing SDOH, Shelter In Place,
Public Health Guidance
Inpatient Response:PPE, Capacity, Ventilators
Office Preparedness: PPE, Screening, Patient
Education Campaign
Office Teams & Workflows
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Flattening the Curve
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Primary Care Must Manage the 80%
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5
14
81
?
0
10
20
30
40
50
60
70
80
90
Critical DiseaseRespiratory Failure, Shock,
Multiorgan Dysfunction
Severe DiseaseDyspnea, Hypoxia,
>50% Lung Involvment on Imaging
Mild to Moderate DiseaseNo to Mild Pneumonia
Asymptomatic but Infected
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COVID-19: A New Paradigm
Influenza
Predictable Symptoms
In-Office Triage
Rapid Test
Screen for Complications
Treat
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COVID-19
Variable Symptoms
Out-of-Office Triage
No Rapid Test
Monitor for Complications
No Treatment
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COVID-19 Capacity Crisis
• Average PCP panel= 2000
• 50% infection rate = 1000 patients with COVID-19
• Of infected, 80% develop mild illness = 800 patients requiring home based care
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Office Visit
COVID-19
Mild Illness, Home Management
Chronic Disease Follow-
Up
Non-COVID-19
Acute
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The Calm Before the Primary Care Storm
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As of today, are your primary care clinics…
0
20
40
60
80
100
120
140
Slower than usual The same as usual Busier than usual
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Chronic Disease: Preparing for a Second Tsunami
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Week 1 Week 2 Week 3 Week 4
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COVID-19: Managing the Outpatient Tsunami
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Anticipated COVID-19
Cases
COVID-19 Home Management
Chronic DiseaseManagement
COVID-19 Hospital/ICU
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Monumental Moment in Time For Primary Care
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Source: https://www.flickr.com/photos/pahowho/9525240640
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Typical Primary Care Inflow
14
Office Visit
COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home Assisted
Living
Wellness Visits
Specialty Care
Post Acute
Routine Follow-Up
Home Health Hospice Recert
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Reengineering Patient Inflow to Primary Care
15
COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home Assisted Living
Wellness Visits
Specialty Care
Post Acute
Routine Follow-Up
Home Health Hospice Recert
Telehealth
CCM
PCM
TCM
AWVTelephone
E/M
Virtual Check-
InOffice Vis it
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0
5
10
15
20
25
30
35
40
45
25% 25-50% 50-75% >75%
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What percent of your primary care visits do you see
moving to telehealth?
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Are you concerned a
large number of patients won't have web or smart phone
access?
0 10 20 30 40 50 60 70 80 90 100
No
Yes
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New: Telephone E/M Visits
Interim approval to use codes during COVID-19 Public Health Emergency
Audio-only evaluation and management
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Physician and Non-Physician Provider
994419944299443
Telephone E/M Visit, 5-10 minTelephone E/M Visit, 11-20 minTelephone E/M Visit, 21 or more min
Qualified Health Care Professional989669896798968
Telephone Assessment Visit, 5-10 minTelephone Assessment Visit, 11-20 minTelephone Assessment Visit, 21 or more min
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Now Is the Time for Team-Based Care
Service Billable by Physician/NPP? Billable by QHP? Support Staff Role
Virtual Check-In G2012, G0071 No Support Workflow
Remote Evaluation G2010, G0071 No Support Workflow
Digital E&M or Assessment 99421-99423 G2061-G2063 Support Workflow
Telehealth Yes Only applicable servicesContribute to time for
applicable services
Telephone E&M or Assessment
99441-99443 98966-98968 Support Workflow
Care Management (CCM, TCM, PCM)
Yes No Contribute to billable time
BHI/CoCM Yes No Contribute to billable time
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All Hands On Deck
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Setting a Course to New Care Models
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Captain Navigator Crew
• Establish new care delivery models and workflows
• Re-imagine provider support in new models
• Delegate tasks to calibrate efforts to new workflows
• Identify lists for proactive outreach, care management, and follow-up
• Prioritize and operationalize support for care management
• Align across roles and functions to facilitate new care models
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Dramatically Different Front Desk Capabilities
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Office-based Model Remote Care Model
• Manage Appointments/ Scheduling
• Verify Insurance
• Check-In/Check-Out
• Manage Records/Information Requests
• Triage COVID-19 Incoming Calls
• Schedule Appointments
• Verify Insurance
• Check-In/Check-Out
• Obtain & Document Consent for Virtual Care and Care Management
• Educate Patients about Virtual Care Services
• Assess Patient Readiness for Virtual Care
• Support Patient Use of Technology for Virtual Care
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Refocusing IT/HIM Roles
• Modify schedule templates to accommodate new appointment types• Telehealth – E/M, Acute, Wellness• Telephone E/M• Virtual Check-In, Remote Evaluation• Digital E/M• Office visits
• Establish a clear pathway to virtual care on Portal/Website
• Support technology for telehealth
• Support providers/staff work-from-home
• Revisit down-time procedures and prepare clinical teams
• Support temporary telehealth solutions
• Support telehealth vendor RFP/Contracting
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Redefining Billing & Coding Roles
• Shift teams from closed clinical areas to support primary care surges• Ambulatory surgical center
• Elective surgical clinics
• Contact commercial plans to establish NEW coverage
• Master new/expanded coding
• Provider coding support/education
• Audit early on to identify problems
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Create Partnerships & Referral Networks to Address Needs
• Paramedicine Programs
• Medicine Banks, Medication Delivery
• Transportation Assistance
• Senior Citizen Centers
• Churches, School Programs
• Meals on Wheels
• School Programs
• Lily Care
• Public/County Health Agencies
• Area Agency on Aging
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Putting Workflows to Work
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Approaches Will Vary
Low Risk
Under 65
No co-morbidities, nonurgent
Delay Wellness, Refills x 3-6 mo
Add to follow up list
Establish into new care model
High Risk
65+
HTN, DM, CVD, Lung Disease, Depression
Avoid in-person, Establish home care
Proactive outreach (CCM, AWV)
Establish into new care model
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Using Provider Time Wisely
Telehealth
Telephone E/M
Provider CCM/PCM
Virtual Care, Digital E/M
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Best use of provider time
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Nurse-Led Care Management Is Critical
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• Top-of-license care
• Telephonic support
• Between Visit Care• CCM
• PCM
• Transitional Care Management
• Preventive Care • Telehealth AWV
• Proactive, prescriptive outreach
• Telephonic support for COVID-19 home management
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Reengineering Patient Inflow
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COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home & Assisted
Living
Wellness Visits
Specialty Care
Post AcuteRoutine
Follow-Up
Home Health Hospice Recert
Telehealth E/M or Other
Service
CCM
PCM
TCM
Telephone E/M
Virtual Check-
In
Office Vis it
Telehealth Preventive
Care
Reengineering Patient Inflow
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Reengineering Patient Inflow: COVID-19 Triage
32
COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home & Assisted
Living
Wellness Visits
Specialty Care
Post AcuteRoutine
Follow-Up
Home Health Hospice Recert
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Telehealth E/M or Other
Service
CCM
PCM
TCM
Telephone E/M
Virtual Check-
In
Office Vis it
Telehealth Preventive
Care
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Reengineering Patient Inflow: Routine Follow-Up
33
COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home & Assisted
Living
Wellness Visits
Specialty Care
Post AcuteRoutine
Follow-Up
Home Health Hospice Recert
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Telehealth E/M or Other
Service
CCM
PCM
TCM
Telephone E/M
Virtual Check-
In
Office Vis it
Telehealth Preventive
Care
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Reengineering Patient Inflow: Refill Request
34
COVID-19 Triage
Urgent Non-COVID-19
ED Follow-Ups
Refill Request
Nursing Home & Assisted
Living
Wellness Visits
Specialty Care
Post AcuteRoutine
Follow-Up
Home Health Hospice Recert
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Telehealth E/M or Other
Service
CCM
PCM
TCM
Telephone E/M
Virtual Check-
In
Office Vis it
Telehealth Preventive
Care
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What Type of Service Does the
Patient Need?
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Discussion
Visit https://caravanhealth.com/covid-19/ for resources.
Questions or suggestions on future webinars or resources?
Email us at: [email protected]
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Join Us Tomorrow and Next Week
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CMS Actions in Response to COVID Public Health Emergency Friday, April 3rd | 10am PT | 1pm ET
The Centers for Medicare and Medicaid Services just issued a lengthy set of policy changes to address the growing COVID-19 public health emergency. The new rules aim to help hospitals and health providers respond to the crisis quickly and safely. Join Tim Gronniger, President and CEO of Caravan Health, to find out how these new rules impact telehealth, quality reporting, and performance loss relief for MSSP ACOs.
Register online: https://caravanhealth.com/covid-19/
Emergency Funding Considerations for Rural Hospitals Thursday, April 9 | 11am PT | 2pm ET
Over the past several weeks, we have seen the implementation of waivers, expansion in telehealth and related services, and the creation of multiple temporary and permanent funding options. Join Greg Paris, VP of Customer Success and the team at Eide Bailly to discuss how these changes affect rural providers across the nation. The panel will share their insight on revenue cycle, reimbursement, cost reporting and operational components.
Register online: https://caravanhealth.com/covid-19/