Netsmart CareThreads
Netsmart CareThreads

Episode · 9 months ago

#Seniorliving Seniors Embrace an Integrated Virtual Care Experience


70%of healthcare consumers prefer to receive virtual services for their conditions. And 72% prefer to track their health status virtually.

Despite this consumer demand, however, just 2% of healthcare providers offered 80% or more of their services virtually as of 2019.

The COVID-19 pandemic has transformed care delivery, resulting in mass-adoption of telehealth.

How can organizations navigate this new virtual world?

In this episode of Netsmart CareThreads, we spoke with Megan Gresham-Ulrich, vice president of marketing and business development, and Mark Plunkett, corporate director of information technology at Maple Knoll Communities.

Here's what Megan and Mark discussed:

- Why Maple Knoll chose to be a technology-first organization

- How technology is revolutionizing senior care

- Ways technology will change the senior care delivery experience

- Supporting technological innovation through grants

This discussion with Megan Gresham-Ulrich and Mark Plunkett was sampled from our show, Netsmart CareThreads. If you want to hear more episodes like this one, check us out on Apple Podcasts.

Welcome in that smart care, threads, apodcast were human services and postocute leaders across the healthcarecontinuum come together to discuss industry trends, challenges andopportunities. Listen is we uncover real stories about how to innovate andimpreve the quality of care to the communities we serve? Let's get intothe show all right. Well, welcome everyone. Today's podcast, my name isAJ Peterson on the vice president and general manager of our care guidancesolutions here and netsmark today's podcast. The topic is seniors, embraceand integrated virtual care experience, and I am really peleased to be joinedhere today by Megan, Gresham Olrick and vice president of marketing andbusiness development in Mar pucket corporate director of InformationTechnology for maple no communities, so virtual care setting a little contextaround what virtual care is. It's really a comprehensive model of carethat addresses issues. Provider organizations are facing and and sendthins to solve, remotely thinking about it more holistically around bothphysical and behavioral health needs of an individual person also focusing onhow will those individuals access care, as well as around affordability andeven the clinician shortages and regulatory compliance that were seeingmore and more prevalence in our community. So when we think about thiskind of catchall term of virtual care really encompasses a number ofdifferent facets where providers are interacting with consumers in aclinical setting, including virtual provider, visits teemonitoring virtualdata sharing, as well as some of the other kind of remote patient monitoringprocesses. But I found it interesting according to a study that a Censur didthat ' kind of getting a sense of where consumers are about seventy percent ofconsumers and consumers. I say consumers of health care which can beanyany. Any individual would prefer to have their virtual services for bothphisical and VA behavioral health conditions, and will that statistic isreally telling the benefits of Tella health. They extend far beyondsatisfying just the this, the individual consumers. So we think aboutthis facet of virtual care goes beyond remote, pation mondigoring use ofconnecting an external kind of devices to get the biometric screenings, andyou know when they looked at that same study. It was determined that aboutseventy. Two percent of consumers prefer to track their health status,virtually including metric by blood pressure, blood glue coast and PulseRighe, so we're seeing the kind of the trend and demand and the preference ofindividuals to be able to have better visibility, management of their healthcare through the use of technology, and... we've seen actually to give littlecontext to we've seen a dramatic groth and tela help, as you can imagine, todeliver virtual care to consumers. That same survey was also looking at precurrent and then what their providers are thinking in the future pandemic ofthe use of o virtual care solutions. So when we look at the prepandemic, onlytwo percent of organizations were providing either eighty percent or moreof their services virtually, but today, in a certain is survey is about twomonths old. Sixty percent of organizations are providing eightypercent or more of their services virtually, but when they ask the thesame providers that they see this playing out in the future post pandemic,only eigh eight percent expect to have those same levels at eighty percent ormore, but the majority about forty five percent when they looked at it say thatvirtual care will constitute about forty to sixty percent of their overallservices delivery. So this is hawing organizations think a littledifferently on the way in which they're engaging consumers, marketing toconsumers and serving consumers in this new virtual world. So whyl we well theofperings at Tella Health, there's a number of them on the virtual visits,the remote monenvering, artificial intelligence. There are really lookingat e the different components and how they deploy out technology to servetheir populations individually. These virtual care strategies optimize carecollectively these virtual character strategies revolutionized here, sowe're seeing Opportuniti, specifically in the senior living community toLebrage these type of technology tools to solve some of the challenges beingfaced today as results Tho pandemic, and some of these challenges, as youall know, include limited access to our Skille care and assistent livingcommunities for for providers also sor of help ensure that residents haveaccess to their healthcare providers in a safe way and then also cfiguring outhow to reduce the risk of spread, specifically, as providers are kind ofmoving from vocation t location. So with me, maple no communities isaddressing these challenges head on and looking at it from a comprehensivetechnology strategy, thas focusing in kind of three main areas. One islooking at intigration from the electronic health record syphormacy inorder to drive provider efficiencies and reduce eyers and rest. I'm alsolevorating interoperability and open interoperability networks to seamlesslyshare data with their hospital and physician partners, as care is nowbeing delivered virtually and then looking at three looking at at the Telahealth platform to ddrive virtual car across their communities in theresidence that they're serving so, let's bring in Megan and mark to startthe discussion around the technology...

...strategies that maple know communitieshas deployed and what that looks like for the residents. So Megan, do youmind talking a little bit about maple mill communities and the individualsand services that you offer sure so we're actually one of the oldestretirement communities in the United States? We've been around for a hundredseventy two years and we have programs and services that impact over thirtythree thousand older adults throughout the Greater Sinniti area and worldwidefor our outrich efforts. So we have residents who range from age sixty twoto a hundred seven living on our campuses and we provide independentliving, assistem living ind, so skill nursing to those individuals. We alsohave mapleno average services for seniors where we actually provide mealson wheels and transportation to those still living in their health. We havevillage hole, health and hospitice efforts which goes out and provideswhole health and hospice care to people not only living in our communities butalso live out in their own individual home. Still we have two seniorhughousing facilities. We have a monestory child center that focuses oninner generational relationships. We have a Welles Center, that's also opento the public for older adults, fifty five and older, and we have a radiostation wkv. Eighty nine point: Three eightnine point: Nine of M: We fellthis on big band, Music News, educational programs and we seeourselve as a companion for wholebound seniors as well. So we kind of have awide range of services that really make an impact on people in the community.That's fantastic and you know, as we've been- and I talked a little bit aboutyou- know: Technology playing a keyrole in not only as we 're in this publichealth emergency, but even moving out to in order to drive a better qualityexperience for residents, but also to provide efficiencies for providers andprovider. Satisfaction Magin. Can you start on tellg me a little bit whymaple nose is chosen to be more of a technology first organization and usingtechnology as iteach? A component of your organization? Sure just because weare a old organization, doesn't mean that we're stuff back at the time. Sowe have prodded ourselves over the years to really be innovated in tryingnew things before it's really out there in the marketplace, whether that'susing smart appliances, oven concept, design, planning, creating differentprograms and services that we had not seen offered an senior care before wereally have been very forward thinking and we've got a great management staffthat sees the importance of not being stuck in the whole senior care field,but really brodific bradny now and seeing what are things that are outthere on the market that are in different organizations, differentfields that could be teen adjusted if it senior care to improve patientsatisfaction to improve employee satisfaction, just help improveeverything here on our campus store. It...

...really makes an impact and continues usfor another hundred and seventy two years. So we've really made this one ofour number. One PRATEGIC goals is to incorporate technology into everythingwe do because we know that's the only way that we're going to be here formany more years- and I know mark, will be able to share a lot more oetechnology aspect about what we're doing sure Thaks Mau Megan. You did agreat job kind of broken that in for me, so taking it back. Even you know,twelve years ago, when I first started here with mapenall communities, youknow just the just the idea of robust expaining out and in creating this abus,why wireless network, throughout our entire campus, to support our lifesafety, deviceas, penincipal court, emergency services of that nature. Allthe way to today present day today, Wer we're because of that infrastructurethat we have in place were able to be more agile and adopt technology easier.You know such as introduction of you know, voicessystem technology. U Know Hwith the elexis and googles of the world understanding and you know,create introducing that tind of technology toour residents, introducing IOT devices into our enfrastructure and communityand leveraging some of those avices in in our nursing side of things and kindof popelling health care through those devices and and looking into the futurefor other other evices that we could use or other technology that we can usethat can help amprove over Al oucons right yeah and we end you know mark isyour then thinking about how you view technology is changing senior care. Youknow I reference some of the initiatives that you are underway with,as it's part of your strategic vision to leverage kind of the cutting engenew technologies to improve overall resident care. You know, as you think,about some of the the areas around you know: EHR integration from a pharmacyperspective to data sharing across the broader. You know health carecontinuhem and tell a how? How do you see technology in this regard? Kind ofrevolutionizing or even evolutionizing senior care? You know, I really. Ireally think this puts us a huge step forward and and this this processgetting that inmigration being able to share data across providers andgestingthat data andto R Ahr sitting that data out so that the provider can ingestedinto theirs. If that's capable, you know reallystarting the electronic provicing a medication and allowing thepharmacy to electronically receive that medication and send it back to USeliminating possible human air that goes into that and eliminatng. So ManoProcesses around that. And then you...

...look at taking those points of getting those Goni Conodi caredocuments into the HR. Look at getting that pharmacy. The medication received electronicallyand then you add, on Tela Health Services. On top of that, it reallymakes for a really robust system that can really help pempel us to the nextlevel and really help us. You know improve overall patient health, Eine Baggino. You have any thoughts onhow you see chicktechnology kind of changing the senior care deliveryexperience prior to covid. We had seen technology something that was veryimportant on our campus, and we thought this is going to help us to be a leaderin senior care. We're going to be able to expand our services once cobit in. Ithink that this has really shown us that technology has got to be a part ofeverything we do on our campus. It has changed everything from the way thatpeople look for a senior care community to how they're getting their careaccess to them to everything. FOM ourk studyou know medication management. Allof that so is wo'rth. Seeing people's accuvity levels increase woin staffingbecome more of an issue because there's not as many health care workers outthere right now. We've got to be creative and you need to havetechnology in there to help with things that might be human eir to helpimplement where we might not have enough staff to to handle a certainfloor technology efforts can be used to help bridge that gap. It's somethingthat I think our residents are getting more and more comfortable with as well.A few years ago, when we started using technology, we were very impressed withthe adaptation of them, picking it up their willingness to have a bea part oftheir life even and we're seeing that only increase. So you know they'reconcerned about their health and safety with covid and everything else going onto so we can provide technology to help them feel a little bit safer to howthey receive access to speak eacto their position to putting inprescription orders anything like that. We're not only joying them service, butwe're going us to service to so I think iis, definitely something on the futurethat we're going to get more and more request for, and I think organizationsthat don't implement these services are going to dust fall. The line now that'sa great point Magan, and that was you know, as I've been talking to toproviders it a it's amazed doing this kind of this shift front into thepandemic. It's amazing to hear the solutions that previously were kind ofa good to have to it's a must have and tella health was one of those I meanTela Health was was a you know, a technology that some organizations wereusing and maybe a limited capacity. Maybe is a certain provider type or acertain program or facility, and then essentially overnight, had to move toto a virtual world rather quickly, and I think that's where we've seen kind ofthe rapid evolution of technology and...

...from what what we've been working withwith clients is just it's being agile enough to continually refine thattechnology as we're getting more widespread adoption in use because itbrings up new use. Cases brings up new intigration capabilities in scenarios.It brings up new ways in which we can bring in partners and physiciannetworks and utilizing more of the the biometric screenings and devices andreally now taking kind of a single thought around Tela Health and buildingout a robust, intigrated virtual care strategy. So you know on that, there'sbeen some really cool news mark with Maple Moll community, as relates to theto the grant Tela Health Grant that you guys were awarded, which I think is areal testament to the innovation that you're bringing to your Outo yourresidence in your communities. Do you mind talking a little bit aboutbackgrant kind of what you were envisioning, utilizing those funds for and then howyou're planning to roll that out? Yeah absolutely Yo, it's kind of funny theit's really almost like the perfect timing of onethat that FCC grand became available because we were already looking atseveral solutions: Care Quality Care Connect, pharmacy intigration! We arelooking at those before Raley covad hit those FCC grants became available. Soonce that grant became available, we were already ready and had theinformation at hand that we were very quickly able to move that into proposal in an ask. So we were, we weredefinitely ready for that and it was really just a just a perfect timing ofit all. You know going forward we're going to be using. You Know Pharmacyintigration with the with the medication best. You know, you knowtransmitd electronically, caret connact, with being able to send to Br providerCCD documents, care quality, where we can go out, quary other providers andadjust that intorehr and then I you know, tell a health that really kind ofrounds that out and enables us to offer services and gete access to doctors andspecialists that we may not have as easy of access to now. That's great sa t yeah that theFCC grant was really around Tela Helt, but it was also more broad in theperspective of you know how, as care is being scattered as a result of thispandemic. How do we ensure that providers are receiving thecomprehensive information on a person, no matter where they happend to receiveservices? And so it was really great to see that that was already written intothe FCC Gran, because it was so timely. Not only getting you know, providersonto a virtual care platform, but also helping fund the use ofinteroperability, because I, as you just explain, see those two workingtogether, because you can't necessarily...

...have a virtual care experience withoutproviders having good visibility in the history of the person that they'redoing a virtual care visit on. So I think it was an opportunistic momentthat maple, not communities, had really seazed on and are working diligently to get this thisrolled out and receiving the value across providers and o your resident,so that that is awesome work. So what do you think in Marc will stay with you?What do what will the kind of the impact be to kind of seniors andproviders? What do you see the value being as you're rolling out thesetechnologies? You know even specifically around Tella how, byimplementing that technology inside of your organization, sure so pers anforemost just the just the data. That's available, you know seven back a secondjust te data that's available through the sharing through te HR is really going to help paint a moreholistic picture of the resident's health and then that does right intounderstaning the patient, the residence meed more greatly, which then, in turnoffering Hel tell health services really gives the benefit of greater satisfaction to to the residenthigher convenience. So they're not burdene with the with the the need for travel, ranging travel ifthey're not feeling, while that day, you know a whole lot of things go intogetting to the doctor in a physical sense and and seein a doctor, whereaswith Tella Health, you have the ability of staying where you are and reallyreceiving, that same general care depinding on condition but receivingthe same general care without the me for all the the hustle and bustle andall those moving parts that are needed to get to the doctor maying any thoughts. R. From YourPerspective on how you think this technology will be impacting yourproviders in your residents, I agree with mark. I think it's going to have aextremely positive feedback for our residents in a positive impact on theirlives. So when we shut everything down in our main building back in March duto Covid, we had a lonside clinit fer. We have positions here five days a week.We also had specialists come in, obviously they've not been able to beseeing patients, so we went where we actually were showing our residents howthey could be a part of Tela health programs and services and thatssomethingit's, going to be even more enhanced. Now that mark is able to getthis grant for us, but we've had so many residents who weren't aware ofthis technology before, and I think it's going to open up a lot of doorsfor them, maybe to get medical care that they wouldn't have pursuedpreviously. So maybe they would not have reached out to specialist becausethey didn't want to have to make those appointments and go tor the hassle ofgetting transportation and just not feeling safe going oun, especially withwhat's going on. So I think that this will help them maintain their healthwell. Also staying in their come, I...

...think that's well said. I think thatthe Youknow as we're looking at you know, being able to get access toproviders is important, but I think the most important is doing in in in a waythat is safe for the residents where they feel safe, because they'll be moreopen to receiving the care that they need if they know that it's going to beconvenient and safe for them, and I think that telahealth is a greattechnology enabler for that focus, so that that was. That was a great point,so kind of bringing us Ain a little bit for a landing. So, as our communitiesare continully learning forward in this new virtual world senior care, it'svital that providers embrace a technology strategy like maple milkcommunities, so really to realize the benefits in order to improve caredelivery as well as Maka mark talked about around resident experience andsatisfaction. So, while these tools allow for safe delivery of the wholeperson care amid in beyond cavid nineteen, they also sowt for many ofthe challenges facing the broader health care continuon around creatingopportunities for providers to address the community needs today, as well asSthay head of the Curd and be prepared for tomorrow. So I want to think Meganand mark for joining me today on the podcast and look forward to continuingto see the great work that maple now communities are doing as a really aninnovative organization to reimagine the resident experience were the use oftechnology. So thank you Megan and thank you mark for joining us ontoday's podcast. Thank you for Haa. Yes, thank you at net smart. We understandthe challenges facing provider organizations. Our team will help younavigate changing value, based care models with solutions and services thatmake person centered care of reality will equip you with technology andservices that provide holistic, real time. Views of Care Histories thatinform better decision making and better outcomes visit us today, anntstcom Netsmart serving you, so you can serve others thanks for listeningto the net. Smart Care, threads podcast through collaboration and conversation.We can work together to make healthcare more connected than ever before andbetter support the communities we serve to ensure you never miss an episode.Please subscribe to the show in your favorite podcast player, if you useapple, podcast, we'd love for you to give us a quick rating for the showjust havp the number of stars that you think the podcast deserves until nexttime.

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