Telehealth transformation: COVID-19 and the rise of virtual care

Abstract

The novel coronavirus disease-19 (COVID-19) pandemic has altered our economy, society, and healthcare system. While this crisis has presented the U.S. healthcare delivery system with unprecedented challenges, the pandemic has catalyzed rapid adoption of telehealth, or the entire spectrum of activities used to deliver care at a distance. Using examples reported by U.S. healthcare organizations, including ours, we describe the role that telehealth has played in transforming healthcare delivery during the 3 phases of the U.S. COVID-19 pandemic: (1) stay-at-home outpatient care, (2) initial COVID-19 hospital surge, and (3) postpandemic recovery. Within each of these 3 phases, we examine how people, process, and technology work together to support a successful telehealth transformation. Whether healthcare enterprises are ready or not, the new reality is that virtual care has arrived.

Keywords: COVID; pandemic; telehealth; telemedicine.

Figure 1.

Three phases of coronavirus disease 2019 (COVID-19) pandemic and demand for telehealth services.

Figure 2.

Duke institutional operations data of telehealth visits: telephone and video.

Figure 3.

Tele-ICU (iPad on a stick): rapidly deployed mobile virtual consult service. (A) The complete unit; (B) clamp attached to pole; (C) positioned bedside in patient room; (D) view for remote physician.