Considerations for a Telemedicine Services Provider During COVID-19

By Mary-Lou MacDonald

Until recently, relatively few Canadian employers were offering telemedicine services to their employees. But the urgent necessity of social distancing and the potential overwhelming of the medical system due to COVID-19 may have permanently changed the face of medicine.

Telemedicine is an obvious way to meet your medical needs while still maintaining social distancing. Rather than visiting the doctor’s office in person, a patient can simply log into the online system, answer some questions about their symptoms or complaint, and quickly be directed to the appropriate address. That may be a doctor – and a virtual appointment can take place quickly thereafter – or it may be a refill on a prescription or a referral to a mental health specialist.

The appeal of these systems is clear, especially in the current situation. But even during normal times, a telemedicine program can help patients increase their efficiency and productivity – which are at a premium even in ordinary day-to-day life. We also believe it to be one of the most important benefits an organization can offer its employees. This pandemic aside, with so many families having both parents working, or have no family doctor, their ability to provide employees, and their family with this support is invaluable.

Although some employers may be tempted to sign up for the first provider they encounter, it’s still worth keeping a few considerations in mind before signing up.

• Know what you are buying. The cheapest option or the fastest onboarding process may be important today, but make sure you are comparing apples to apples. Often, the less expensive options offer just a thin layer of coverage, rather than more comprehensive coverage or longer wait times, limited hours or appointment only.
• Understand the different models. Some digital health providers offer widespread, supportive coverage, while others address only a specific area, such as mental health support or online pharmacy. Understanding the way each provider offers coverage can help you determine which version will work best for your employees.
• Learn about cyber risks. Make sure to ask questions about data storage, managing patient records, platform security and quality controls. Clarify the ways patient information is shared with their regular physicians – and whether any aggregated data is provided to the employer. This is important information for future intervention program planning. Finally, consider any education and/or support for new users.
• Manage employee expectations. One of the biggest benefits of telemedicine is convenience. The most comprehensive providers offer bilingual service, available 24-7, 365 days a year. They offer support through video, telephone and chat. They also offer integrated care management, with a real person, and navigation throughout the entire patient journey. But most providers don’t offer this kind of coverage, so you may need to manage your employees’ expectations or match the service to their needs.

Try it out. It can be challenging to commit to a new service from an unfamiliar provider, especially when you’re under pressure to select one. The good news is that a number of providers are offering short term contracts because of the COVID-19 pandemic. Use this to your advantage; a short term contract can provide a good introduction to a new service. If your goal is to offer something as soon as possible, in response to the pandemic, it may be enough to choose a short-term contract. Make sure that contract offers basic coverage for physical and mental health support, referrals to specialists and paramedical professionals and the ability to write prescriptions. If you want coverage with care management and navigation then ask about that up front. Look for a reliable company that you can trust.

And later, you may want – or need – to offer more comprehensive coverage. Once your employees experience what telemedicine can offer, they may prefer that method over visiting the doctor’s office.

Because our clients need options that provide protection and support for their employees and families, accessible anytime and from anywhere - 24/7/365, HUB CARE is a new employee benefits virtual health platform in Canada that integrates care management and navigation services for clients. Contact a HUB employee benefits specialist to learn more and to help you find the best telemedicine provider that meets your organization’s needs.