Challenges Impacting Virtual Care Industry

Gerard Frunzi currently works as a  director of virtual care at Centura Health. He is responsible for overseeing the implementation and management of virtual care initiatives within the organization. His role also involves strategizing and coordinating the integration of telehealth services into Centura Health's overall care delivery model. This includes ensuring the seamless integration of virtual care technologies with the organization's electronic medical record system and other healthcare systems.

What are some of the major predicaments that are plaguing the virtual care industry?

In terms of equity and accessibility, the virtual care market has significant problems. People living in places with inadequate internet connectivity or without essential equipment, such as cell phones or computers, are unable to benefit from telehealth services. This condition generates inequities in access to critical healthcare services. Another serious problem is the uncertainty surrounding future telemedicine support and coverage. Although Medicare enrolees’ coverage has been extended through the end of 2024, the long-term situation remains uncertain. This uncertainty may have an impact on the healthcare industry because it is unknown whether telehealth services will continue to receive enough funding and coverage.

How does Centura Health integrate virtual care into its overall care delivery model?

Centura Health’s commitment to building flourishing communities is based on a simple belief — we have the duty and privilege to care for others.  Centura aims to make telehealth an integral element of patient care by incorporating virtual care into its overall model for care delivery. Initially, after the COVID-19 pandemic, there was a haste to implement telehealth, but the initial product used was not well integrated with Centura Health's platform, Epic, the electronic medical record system. Therefore, providers resorted to utilizing their own less effective instruments. Since then, however, Centura Health has shifted to using Epic video clients, which have vastly enhanced telehealth services. 

Telehealth is now encouraged and supported by the organization, although it is not mandatory. Centura Health acknowledges the potential to extend virtual care services to more underserved regions and populations, and ongoing discussions and efforts are focused on achieving this objective. Incorporating virtual care has increased patient satisfaction and the overall efficacy of Centura Health's care delivery.

What are some of your recent project initiatives?

This endeavour entails a comprehensive telehealth installation, with each patient room equipped with a video unit. The integration with the Epic platform enables telehealth access and interaction between clinicians and their patients. Additionally, the patient experience is enhanced by the seamless transitions between entertainment and video interactions. Efforts have also been made to enhance bedside rounds, quality boards, and asset monitoring via real-time location services.

The expansion of Centura Health's increasingly popular virtual urgent care solution is an additional ongoing endeavour. This expansion involves internal and external marketing and communication efforts to increase awareness of virtual urgent care services and attract more patients. Centura Health is also committed to expanding its capabilities for remote patient monitoring. This project seeks to utilize home monitoring devices to assist patients in better managing their health and identifying potential problems promptly.

In addition, Centura Health is about to launch a virtual nursing pilot program. Recognizing the difficulties encountered by nurses and the current nursing staff shortage in the industry, this project aims to assist frontline nurses by enhancing their efficiency and facilitating better coverage during staff shortages.

What would be your piece of advice for budding professionals in the field?

First and foremost, one should focus on building a team of highly competent and enthusiastic experts in their field. Their knowledge and hard work will propel the project to great heights. Also, take into account the value of teamwork and partnerships within your company; build solid partnerships with key stakeholders in the clinic, including IT, legal, compliance, and the leadership team. Creating a healthy work atmosphere and treating others with compassion and empathy will help streamline processes and improve results. We can make a huge difference in patient care and move our businesses forward if we learn to work together, cultivate meaningful connections, and approach our jobs with a compassionate perspective.