Virtual Clinic Introduction

Transcription

1 Virtual Clinic Introduction carenamd.com

2 About Carena Founded in 2000 by a primary care physician, Carena has care quality at its core. Our team of medical, technology, and consumer service professionals is committed to helping health systems improve access to care and create exceptional patient experiences. We partner with health systems to extend their reach to more patients through integrated, system-branded, 24/7 virtual clinics. Carena delivers the software, clinical team, operational support, and marketing strategy to connect patients with the care they trust, when they need it most. Carena s virtual clinics provide access to more than 15 million patients across the country through our partnerships with the nation s leading health systems.

3 Shifting Landscapes An evolving insurance landscape changes the way patients pay for care and how health systems are reimbursed, resulting in a systemic shift to how health care is accessed and delivered. Health Systems Face Major Challenges Increased risk management, the transition to fee-for-value services, care fragmentation, and growing competition from retail clinics and B2C apps are all drastically changing the market landscape. For health systems, increased patient engagement and retention are essential to successfully navigate these major market shifts. Consumers in a Crunch Trusted health system brands are far better for consumers with tighter wallets, sorting through confusing options for care. As consumers place more value on convenience and on-demand service, health systems will benefit by delivering quality virtual care to consumers where they are, when they need it most.

4 How We Can Help Implementing a virtual clinic into care delivery strategy brings substantial benefit to our health system partners and the populations they serve. With our complete software suite, operational support, and delivery of quality care, Carena s solution brings long-term value to your health system. Build Brand We are your health system s partner, not your competitor. We help expand your patient base and build loyalty to your brand. We offer better patient engagement and protocol-based referrals. And our digital marketing strategies drive patient utilization and retention. Expand Reach As your partner, we never compete with you for patients, and our goal is to direct patients back to health systems. We are dedicated to directing patients to the right care. Our experience shows that 68% of the visitors who seek care with a virtual clinic can be treated virtually. The remaining 32% are given medically appropriate referrals, including directing patients to your health system s clinics and PCPs. Manage Risk We help partners reduce member use of ED and urgent care facilities for non-emergencies, set up new patients with our partners PCPs, and manage more patients in your system. In postcare surveys, 8% of patients reported avoiding an ED visit, and 72% of patients reported avoiding an urgent care visit by using the virtual clinic. Grow Revenue Delivering virtual care is an opportunity to build new and lasting patient relationships - over 70% of patients treated virtually have no prior relationship with a health system. Through strengthening your brand, expanding your patient reach, and better managing risk, Carena s virtual clinic helps health systems build new patient relationships, and spurs new revenue growth.

5 Our Virtual Clinic Solution Our virtual clinic is designed with a goal of delivering high quality care and creating a new source of referrals for your health system. Growing your business is the outcome of our delivery. Integrated Software 24/7 Care Team Operational Partnership Digital Marketing Strategy

6 Integrated Software Our software suite virtualizes your health system s care delivery experience, supporting consistent clinical quality and health system referrals. 24/7 Care Team Carena offers provider staffing options under a health system s brand, educational resources, and 24/7 patient intake to drive quality care delivery. Consumer Portals and Apps Health System Integration Virtualists Provider Education Our health system-branded virtual clinic web Our software facilitates patient intake, virtual Carena offers 24/7 medical care provided by Carena s comprehensive online education portals and native IOS and Android apps allow care delivery, messaging, and data sharing. The our employed team of board-certified family program, Carena University, helps you prepare consumers to request and receive care 24/7 virtual clinic allows you to staff using your own practice Physicians and Advanced Registered your team to deliver care through the virtual from their laptop, tablet, or smartphone, providers, a combination of your providers and Nurse Practitioners (ARNPs). Virtualists are clinic. With multiple modules and live training wherever they are. Carena s Virtualists, or fully outsource to Carena. supported with our proprietary clinical decision opportunities, we give your team access to the and treatment software that ensures consistent, latest practices and standards in virtual care. Configurable Patient Workflows Zero Footprint Installation high quality care. Our software supports customized business rules and pricing for different health system The virtual clinic is fully hosted by Carena and has virtually no impact on health systems IT. 24/7 Patient Services Virtual Practice Guidelines Our diagnosis-specific Virtual Practice populations, including guest, member, and ACO Carena provides 24/7 software support, and Our Patient Concierge team helps consumers Guidelines (VPGs) are based on analysis of programs. Our workflows create a seamless handles all maintenance and upgrades. navigate the health system, facilitating referral over 35,000 patient encounters and national experience for referrals to health systems, and and follow-up with system providers and clinics, standards of practice. VPGs are embedded with ensure appropriate follow-up care for patients. and minimizing patient wait times. Our clinic our virtual clinic software to ensure delivery of administrators supervise operations in the virtual consistent, quality care. clinic and facilitate operational integration with your providers and clinics. PCP 9% ER 5% Virtual care is the new front door. UC 18% Carena is dedicated to creating the best outcomes for patients. We treat virtually only when appropriate, and refer patients to our partners for in-person care. Patient Portals Virtual Clinic Your Health System We customize web portals for access by your guest, member, and ACO populations. Data driven workflows guide patients to care in the virtual exam room. Our software integrates with your operations and EMR system. Managed Virtually 68% Managed 68% virtually Referred to 32% health system

7 Operational Partnership Our client operations team manages implementation of your virtual clinic starting from your business objectives through launch, and provides on-going support to make your virtual clinic a success. Digital Marketing Strategy Carena s digital marketing experts collaborate with health systems marketing teams to create campaigns that drive awareness and increase virtual clinic utilization. 90-day Launch Lifetime Support Proven Content and Design Post-Care Retention Our team gets your virtual clinic up and running quickly, and guides you through a streamlined 90-day implementation process after the completion of a definitive service contract. Member Programs We integrate with your health system s provider directory and member eligibility information, allowing our team to customize member and ACO programs for care delivery. Following the launch of your virtual clinic, our team provides ongoing technical and project management support to ensure the success of your virtual care program and help you scale. Reporting and ROI We deliver analytics-driven reporting to measure your clinic s success against your business objectives. Reports include website, phone and clinic activity, virtual visit statistics, clinical diagnosis information, and patient survey responses. Our digital marketing experts come from major ecommerce companies and specialize in launching new lines of business and optimizing web and mobile experiences for consumers. SEO, SEM, and Social Media Our consumer acquisition programs include search engine marketing, search engine optimization, display advertising, and social media content. All programs are specifically designed to drive consumer and patient awareness to a your virtual care program and increase utilization. Keep virtual care top-of-mind for patients with customized post-care surveys and followups, seasonally relevant condition s, and updates on new virtual care features and announcements. Analytics and Optimization Measure your success with detailed analytics for all virtual care marketing campaigns. Carena provides timely reporting and analysis based on web traffic and virtual clinic utilization results, offering partners deep insights and proactive recommendations on campaigns to grow their virtual care programs. We get you up and running quickly. Carena s virtual clinic live in: 90 DAYS Building a virtual clinic in-house: 2 YEARS - UW Medicine Implementation Analysis, 2015 Discovery Drive awareness of your virtual clinic among consumers and patients. Acquisition & Engagement Digital content and design compels consumers to action. Retention & Increased Utilization Customized post-care campaigns help keep patients in your system.

8 Choosing a Telemedicine Partner Implementing a virtual clinic into care delivery strategy brings substantial benefit to our health system partners. I couldn t believe we could get something like this up and running in three months, but we did it It s been a great experience, it s been fantastic, and I m so happy that we are doing this. - Dr. John D. Scott, Medical Director, Telehealth UW Medicine Partnering with the right telemedicine provider offers health systems at risk for large populations a way to deliver more cost effective care, and engage patients and member populations. A partner can also implement a virtual clinic more quickly than an internal solution, and with minimal impact to health system operations. Investing in a partner with fully employed virtual care providers and strong technology keeps quality of care high for health system, reflecting and enhancing their trusted brand. Carena focuses on hospital and health system partnerships, allowing the virtual clinic to become a natural extension of your current operations and brand. With our complete virtual clinic solution, we help health systems across the country achieve the triple aim of healthcare enhance the patient experience, improve health, and reduce costs.

9 carenamd.com I sales@carenamd.com I CARENA I 999 3rd Ave, Suite 680, Seattle, WA 98104