In Washington, the epicenter of the U.S. coronavirus outbreak, the state’s largest community-based nonprofit health system MultiCare, partnered with DispatchHealth, a provider of in-home healthcare, to address COVID-19 related surges in hospital capacity and fear-based deferral of healthcare. The partners worked collaboratively to meet the changing need of the community by launching two pivotal programs, Hospital at Home and Clinic Without Walls. This presentation will examine the adaptive strategy a forward-thinking health system initiated during the height of the pandemic and sustained to address the new normal through an innovative partnership with a tech-enabled, home-based provider. Two different Hospital at Home models launched: one under the CMS Waiver Program and one through a partnership called “Advanced Care” to deliver hospital-level care directly to qualified patients in their environment. Clinic Without Walls addressed patients deferring treatment out of fear or inability to leave home by bringing the care to them. Using technology and an enhanced video visit facilitated by an in-person, highly trained medical technician, the strategy allowed providers to remotely complete a more complex exam on those patients with chronic disease and comorbidities without the patient ever leaving home. An early snapshot of data revealed unprecedented patient satisfaction in both programs with an NPS score of +98. The partnership enabled MultiCare to quickly right-size its care model while still focusing on a superior patient experience and the high-quality care its community expects.

For executive leaders managing health systems with similar legacies of quality, meeting the changing demands of patients is time-sensitive. Attendees will learn first-hand the value of partnering to scale complimentary service lines that enable fewer avoidable emergency room visits, hospital admissions, or stays at skilled nursing facilities using an evolved hospital-like setting without walls. This enhanced approach to care empowers clinicians to go beyond traditional clinical treatment settings and meet patients where they are at, with the type of convenient care they are growing to expect.

Learning Objectives:

• Examine patient expectations in a post COVID-19 world and technology that solves all aspects of delivering healthcare to the home, including clinical logistics.
• Discover the financial sustainability of these novel models and their application into the strategic plans of health systems.

Speakers:

Lindsley Withey, FACHE
Director, Healthcare Strategy, Guidehouse

Christi McCarren, RN
Senior Vice President, Retail Health and Community-Based Care, MultiCare

Phil Mitchell, MD
Chief Medical Officer, DispatchHealth

This session was originally presented at the 2022 Congress on Healthcare Leadership.

Continuing Education Credit

ACHE Qualifying Education Credit

This recording is eligible for 1 ACHE Qualifying Education credit.

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Interprofessional Continuing Education Credit

In support of improving patient care, the American College of Healthcare Executives is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC), and the American Academy of PAs (AAPA) to provide continuing education for the healthcare team.

This activity was planned by and for the healthcare team, and learners will receive a maximum of 1 Interprofessional Continuing Education (IPCE) credit for learning and change. For further information about Joint Accreditation credits and certificates, please click here.

Physician Continuing Medical Education

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Continuing Nursing Education

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Continuing Pharmacy Education

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 1 contact hours of continuing pharmacy education credit. 

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Physician Associate/Physician Assistant Continuing Education

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