Staying Connected In The COVID-19 Pandemic: Telehealth At The Largest Safety-Net System In The United States
Jen Lau, Janine Knudsen, Hannah Jackson, Andrew Wallach, Michael Bouton, Shaw Natsui, Christopher Philippou, Erfan Karim, David M. Silvestri, Lynsey Avalone, Milana Zaurova, Daniel Schatz, V. Z. Sun, Dave A. Chokshi
Abstract
New York City Health + Hospitals is the largest safety-net health care delivery system in the United States. Before the coronavirus disease 2019 (COVID-19) pandemic, NYC Health + Hospitals served more than one million patients annually, including the most vulnerable New Yorkers, while billing fewer than five hundred telehealth visits monthly. Once the pandemic struck, we established a strategy to allow us to continue to serve our existing patients while treating the surge of new patients. Starting in March 2020, we were able to transform the system using virtual care platforms through which we conducted almost eighty-three thousand billable televisits in one month, as well as more than thirty thousand behavioral health encounters via telephone and video. Telehealth also enabled us to support patient-family communication, postdischarge follow-up, and palliative care for patients with COVID-19. Expanded Medicaid coverage and insurance reimbursement for telehealth played a pivotal role in this transformation. As we move to a new blend of virtual and in-person care, it is vital that the major regulatory and insurance changes undergirding our COVID-19 telehealth response be sustained to protect access for our most vulnerable patients.