Henry Ford Medical Group - Radical Convenience: A New Wave of Patient Care Presented by
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Henry Ford Medical Group
Radical Convenience:
A New Wave of Patient Care
Presented by:
Diane George, DO
HFMG Associate Chief Medical Officer
Thomas S. Nantais
HFMG Chief Operating Officer
The Henry Ford Medical Group
40-specialty academic Medical Group practicing in 30 HFMG Medical Centers
1300 Employed Senior Staff Physicians & Researchers; 3100 non-physician
providers & support staff
$750M in net revenue (33% of total HFHS provider revenue)
70% FFS, 30% risk capitated (120,000 HMO commercial & Medicare
Advantage)
2.1 M clinic visits annually
Henry Ford Health System
Monday-Friday
.6
8 a.m. to 8 p.m.
Weekends &
Holidays
10 a.m. to 2 p.m.
HFMG Medical Center
HFMG MC & UC
MC & 24 Hour ER
Hospital & ER
Same Day Clinic Macomb UC
3 Wyandotte MC & ED
HFMG’s Competitive Environment
Six major health Difficult for the ENTER
systems Henry Ford’s
Little to no populace to
competing for a
patient
growth in that differentiate one Radical
population base population health system Convenience
of 3.8M people from another Model
“Call, Click or Come In” Henry Ford Medical Group June 11, 2014
6
Radically convenient access to Primary Care
“Call, Click or Come-In”
Call (telephone) Click (computer)
HFMG Nurse-On-Call program to Increase the number of active
address primary care medical MyChart users
concerns (Internal Medicine,
Family Medicine, Pediatrics &
• Directly schedule appointments
online with Primary Care,
Women’s Care) Behavioral Services, and Women’s
Health physicians on line (96%
patient satisfaction)
• Real time test results
• Timely communication with your
physician
• E-visits
7
Radically convenient access to Primary Care
“Call, Click or Come-In”
Come-In (office visits)
• Provide evenly distributed, broad access by reconfiguring sites
in Primary Care, Medical Center or Super Center models
• Formal MinuteClinic relationship
• Expanded collaboration with CVS Health
• Develop our own “QuickCare” product
• Pursue offering some level of concierge service
• Grow Same Day Clinic (walk-in) – have five 7-day sites open in
2015
• Pilot Clockwise MD
1,000
2,000
3,000
4,000
5,000
6,000
0
Sep-12
Oct-12
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Open Fairlane
Jan-14
Feb-14
Mar-14
Heights
Apr-14
Open Sterling
May-14
Jun-14
Same Day Clinic Growth
Jul-14
Northwest
Open Detroit
Aug-14
Sep-14
Oct-14
Nov-14
Dec-14
Henry Ford Medical Group
TELEMEDICINE
Henry Ford Health System Telehealth Healthcare Transformed: - Primary Care telemedicine visits facilitated by Teladoc - Remote Consulting - Convenience Clinics
Triple Aim Opportunity
Henry Ford Medical Group is working in partnership with Teladoc to offer a
co-branded telemedicine product delivered by primary care physicians
● Telemedicine provides what patients,
employers & Insurance companies are • Timely
looking for – their Triple Aim
Access
● HFMG is the first System in the Detroit
Market to offer true telemedicine to its • Lower Cost
patients via this modality
● Offered directly to patients, but also the
employees • Quality Care
● Very popular with the 53 HFMG primary
care physicians who have agreed to
participate
● Timely Access + Lower Cost + Quality Care
Growth
= Our ObjectivesThe Teladoc Approach is Working
How Teladoc Works
Access Teladoc
service through
HFHS Website or
Teladoc webpage
13Access Modalities
Phone Mobile
Video
KioskTeladoc Clients
Customers are using Teladoc across multiple market segments,
including Commercial and Government-Sponsored Plans, Providers and
Employer Groups
Health Plans Managed Medicaid Employers
Providers
15Marketing Focus ● HFMG is looking to target a new employer- based market and insurance companies ● This will include our owned health plan – Health Alliance Plan ● Quote from patient: “I have used Teladoc 15 times this year for my family and me"….Home Depot employee/HFMG patient
HFHS Access
HFHS patients & newly acquired employers will have
dedicated access points by telephone and the HFHS webpage
● Payments to HFHS ● Payments to HFHS
● % of the per encounter per physicians
member (PEPM) for newly
acquired employer ● Physicians are paid
contracts independently regardless
● Payment from employer is of the source of the
$40 split between Teladoc patient
& HFMG Physician (covered
by employer) ● Physicians may also
● Fixed $ per encounter for service non-HFHS patients
non-employer aligned
patientsTelemedicine Reduces Cost
Telehealth is redirecting ER and UC utilization to an
affordable alternative.Not a replacement of the PCP relationship
● Member communications reinforce importance
of PCP relationship
● Evidenced-based medicine
● Every patient is asked before every consult if
they would like a copy of their consultation sent
to their PCP
Teladoc supports the
● Referrals to the HFHS network Patient / Physician
Medical Home
● Patient does not select their physician or
develop an on-going relationship
Teladoc refers patients
● Overutilization of Teladoc services is closely to their PCP for any
monitored follow up care
● Credentialing, rigorous QA, maintenance of
evidence-based protocols, adherence to 125+
proprietary telehealth guidelinesHFMG Implementation Progress
Progress to date:
Marketing Monitoring
Initiated in physician
to patients
January and patient
and satisfaction
2015
employers levels
HFMG Dr. Passerman quote: “6 encounters in one evening….a lot of fun! “The industry isn’t standing still
HFMG, in partnership with Teladoc, is committed to
transforming healthcare, pursuing better….
Timely Access Member Engagement
Lower Cost Employer Engagement
Quality Care Provider Engagement
Together, We CanHenry Ford Medical Group TELE-CONSULTING
Tele-Consulting
“Box”
Convenient
Works cloud
Remote Virtually follow up
extremely technology
access to “meet” on post-
well for transmits
HFMG consulting procedural
rural video link
specialists physician issues
facilities & images
remotely
to HFMGTele-Consulting (continued)
Long distance Structural Heart and Neurosciences
Consults
Local Dermatology Consults (less costly technology)
Community Health Fairs – specialty on-call
physician consults on patientConvenience Clinics
Chrysler World Headquarters Clinic PA run clinic operating within Chrysler for 7 years Physician presence 1 day per week Online scheduling for employees Point of care testing for common viruses/infections Pharmacy on site High satisfaction from Chrysler & employees Significant impact on lost workdays
Chrysler World Headquarters Clinic
Lessons Learned
• Pros: • Improvements:
– Used as an incubator for our – Not much downstream
future “convenience clinics” business to secondary care
– Supported on work time by HFMG clinics
employer (not at lunch or – Generated a slight loss (but
break) is covered by employer)
– Excellent payer mix – Demand was variable;
(insurance or employer significant volume decrease
reimbursed) when employee based
– Tech saavy employees (love dropped from 12,000 to
the scheduling technology) 9,000 during recession
– Confidentiality (sequestered
waiting room)Downtown Detroit “Quick Care” Clinic
Clinics staffed by
mid-level providers Expanding urban
Quick and Easy way Use learning from
with tele-health professional market
to meet healthcare Chrysler experience
consulting in central core of
needs to plan & design
capabilities to any city
HFMG physicianDowntown Detroit “Quick Care” Clinic
(continued)
• Service offerings • Pharmacy on site
include: • Clinics will use pre-
– Remote travel clinic established treatment
services protocols
– Immunizations and
vaccinations
• Delivery of DME
– Point of care testing for
supplies and equipment
viruses and infections on a real-time basis
– Remote access to a • Opening April 2015
HFMG specialist
– A healthy Juice Bar“Radical Convenience”:
Future State
Same Day Specialty Appointments
Complete Video visits with PCPs
HealthSpot
-On the spot self serve health care kiosksQuestions and Discussion
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