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Measurements for Success and Who You Need to Convinceto Fund your Telemedicine ProjectViraj Lakdawala MD, FACEPDirector of Telemedicine, Department of Emergency MedicineNYU Langone Health
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 1
• Financial Interest Disclosure: None
• Conflict of Interest Disclosure: None
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 2
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
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What Metrics Do We Follow?
Patient Care Choice Survey
Patient Satisfaction
Volume New System Patients
System Downstream Referrals / Stickiness
Meds Prescribed
Ancillary Testing
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 4
VUC Dashboard
How satisfied were you with your NYU Langone Virtual Urgent Care Visit?
4.79
How well did the NYU Langone Virtual Urgent Care visit address/manage your medical needs?
4.91
How likely are you to use NYU Langone Virtual Urgent Care again?
4.96
How easy was the technology to use? 4.61
Patient Satisfaction
6%
65%
21%
8%
Urgent care
PCP
Nowhere ED
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
3
4
2
1
If you had not used this service, where would you have gone?
5
6
Impact of Marketing
11
47
19
15
7
17
34
43
18
25
20
32
46
25 24
28 2931
39
Virtual Urgent Care Weekly Completed Visits
1/31 Benefits flu email
2/21 MyChartCommercial Payer 1
3/7 Mailchimp emailCommercial Payer 1
4/3 MyChartCommercial Payer 2
4/10 Mailchimpemail Commercial Payer 2
5/16 intranet article5/17 MailchimpCommercial Payer 1 tristate and app
5/21 MailchimpCommercial Payer 2 tristate and app
Marketing Efforts
• Mailchimp email
• MyChart app notifications
• Benefits emails
• Internal NYU Langone Health website articles
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
STRATEGIES
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 8
Operating Expenses
Multi-state Licensure
Wages
IT Help Desk
At Home Logo
Background Banner
$100
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 9
Revenue vs Expenses Breakeven*
Revenue YTD Daily Breakeven Volume
Patient Fees $821K 20.97Total Revenue
ExpensesAssumptions:Wages Revenue Per VisitVisits Per Day
$100/hr$9025
Wages $584K
Licensure $100K
Supplies $5K
Total Expenses $689K *all figures are hypothetical
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Payors
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
Employee
Commercial Plans
Self Pay
Other
66%
27%
2%6%
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 11
Downstream Revenue
Facility Professional
10_____established with primary care
5_____referred to PT/OT
Top 5 _____outpatient referrals:1) Dermatology2) Ear, Nose, Throat3) Internal Medicine4) Ophthalmology5) Sports Medicine
50_____Specialty referrals with 15 pts multiple visits
60_____ED visits
15_____admit/observation
5_____surgeries
80_____imaging visits
50_____lab visits
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 12
“Loyal” Patients
340 patients
Virtual Care is 1st Health
System Encounter
Follow “stickiness” over time
Connect with PCP, GYN, Ortho, GI
repeat VUC visits
10%
outpatient visits10%
hospital visits2%
Lost Productivity
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
Without Virtual Urgent Care, would you have taken time off work to get care elsewhere ?
If yes, how much time did you save by using Virtual Urgent Care, including travel time?
Yes, 69%
No, 31%
8%
23%
31%
8%
0%
31%
< 1 hour
1-2 hours
2-3 hours
3-4 hours
> 4 hours
N/A
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Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 14
Afterhours CoveragePCP Office Phone
Trees
lowers burden of calls fielded by
PCPall referred back to
PCP prevents leakage
15
Health Plan Savings
Annual savings for self-insured employee health plan: $272,420
Patient Response % Response Per Visit Savings Annual Savings
Emergency Department 6% $2,000 $120,000
Urgent Care 65% $250 $162,500
Primary Care 21% $0 $0
Nowhere 8% ($126) ($10,080)
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project
Why do you need to partner?• Skill gap
– Sales
– Finance
– Marketing
– Product management
– Legal
• Support– IT expertise
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 16
Partnerships• C-Suite• Sales, marketing
• Legal/regulatory/compliance– Licensure
– Credentialing
– State-specific issues
• IT – PM, tech, integration– Support
• Managed care
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 17
Where to start?• Develop goals, objectives and mission statement• Develop description of service and program
• Develop in-house product vs outsourced vendor
• Legal considerations - get your in-house legal experts on board• Payment – FFS, contract
• Staffing – MD vs APP vs combo
• EHR integration• Contracts – legal experts
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 18
Key Performance Indicators• Set clear, attainable goals• short and long-term goals and establishing a
monitoring program
• SWOT analysis
• Align KPIs with strategy– Improve Patient Access
– Gain/Protect Market Share
– Enhance Clinical Operations
– Enhance Patient Engagement
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 19
SWOT• Strengths - internal• Weaknesses - internal
• Opportunities - external
• Threats - external
Measurements for Success and Who You Need to Convince to Fund your Telemedicine Project 20
Division Name or Footer21
KPIs – know your audience
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KPI examples
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