A key component of CHS’s vision was developing a comprehensive digital and telehealth ecosystem. CHS saw nearly 100,000 ED visits annually. Approximately 42,000 of those visits were considered low acuity. Telehealth provided the opportunity to convert a percentage of those low-acuity ED visits to virtual visits, reducing costs and improving patient experience and satisfaction. The organization engaged ECG to lead a current-state assessment and telehealth business plan development process.
Ultimately, ECG and CHS work groups partnered to manage the implementation of CHS’s initial telehealth use cases and scale telehealth offerings to multiple direct-to-consumer patient populations. Within the first four months, nearly 10% of the eligible population was enrolled, patient satisfaction rated high, and visit time and wait time averages measured low.
