Q&A with Polly Thomas

Q: From the broker/consulting perspective, can you tell us specifically how the increased use of telemedicine by providers is changing insurer’s relationships with corporate and individual consumers? What about with providers?

A: The expansion of telemedicine by providers is improving access for many consumers and providing some financial relief for corporate consumers since the cost of those visits is less.  Telemedicine has also enabled us to reduce spread of COVID-19 by allowing virtual visit access vs in person visits.  For patients who are symptomatic, they can meet with a provider via telemedicine and then have a drive-up test reducing exposure to other patients.

Q: How has that engagement changed throughout the pandemic, and what have been the cost/benefit implications?

A: The pandemic forced some consumers to adopt telemedicine when we were in shut down in the Spring.  Many consumers had a positive experience at that time and now feel more comfortable using telemedicine more often.  The biggest uptick in engagement however is with mental health televisits.  Prior to the pandemic we were already facing a mental health access challenge.  There are more mental health telehealth and mobile solutions now and engagement and demand continues to increase, as more individuals are struggling with depression, anxiety and stress related to the pandemic.

Q: What do you see as the potential for all parties—insurers, providers and patients—realizing future costs savings and improved care delivery?

A: Providers can increase capacity and access through telemedicine visits.    Cost savings can come from not delaying care and then routing higher risk individuals to specialists as appropriate.  Consumers may be more willing to get a preventive exam virtually if the time commitment is reduced, catching chronic conditions and risks before they become costly and catastrophic.

Q: Do you have enough data yet from telemedicine visits to discern any need for new programs or initiatives? What else might it be telling you?

A: There is continued demand and need for virtual mental health services.   Longer term virtual dietician visits could be helpful in managing many lifestyle related conditions.

Q: The AMA suggests that 25 percent of Americans lack a primary-care physician, attributing much of that to people being reluctant to deal with the hassle of finding physician and scheduling office visits. How does that dynamic drive up health-care costs, and how can insurers leverage telemed to connect with those people who can now see a physician without “going” to a doctor?

A: There are two factors at play:  1.  We do not have an adequate number of primary-care physicians in our community.  As a new patient it can take up to 6-9 months to get an appointment with a primary care provider.  2.  Primary care physicians are not reimbursed or paid as much as specialists further exacerbating the shortage of primary care physicians.  This drives up costs in a few ways.  People delay getting preventive care or when they have immediate care needs they visit the emergency room or a specialist which is more costly.  Telemedicine can positively impact the capacity and access challenges.  It also may allow some primary care physicians the flexibility to work part time which could increase capacity and access to patients as well. 

Read more from other thought-leaders in the region by visiting the digital edition of the December 2020 issue here.