Baylor Scott & White Health asks: 

For those offering virtual care (such as e-visits, video visits with any provider, video visits with your established provider, etc.), how are you promoting these offerings publicly? Secondly, how are your marketing tactics different depending on if they are an established patient, net-new patient, or potential patient?

Question From: 

Natalie Womble

Director, Clinic Marketing 

Natalie.Womble@BSWHealth.org

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Member Responses

Essentia Health

Klare Volgren, MBA

Operations Director

Klare.Volgren@EssentiaHealth.org

 

At Essentia Health we offer e-visits (retail only for limited conditions) and video visits on demand 24 hours per day / 7 days per week handled by a pool of clinicians, not with the patient’s established PCP. Most primary care providers will offer virtual visits, and they can easily be scheduled from MyChart. We recently optimized our telehealth visit modes in Epic to dual solution and show patients the options for care delivered both in person and virtually. However, we need to finish this process by redesigning our decision tree to support the telehealth visit modes work that was recently completed. 

The bulk of our marketing is focused on targeted google searches for key words associated with seeking virtual care /establishing with a provider who sees patients virtually. We have also aligned digital advertisements with symptoms we tend to see during specific times of the year. Allergies or cold and flu season are a few examples of that.

Additionally, our website has a symptom routing resource that will guide patients to the correct level of care and it is set to default to virtual options for our immediate care offerings. 

We also have a focus in this next upcoming year to enhance our marketing around virtual schedulable care.

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Froedtert ThedaCare – South Region

Jennifer Nagy, MD

Associate Chief Medical Officer, Primary Care

jennifer.nagy@froedtert.com

• We have billboards advertising same day virtual appointments across SE Wisconsin that I see on my way to and from work, unclear full scope of geographic coverage. [established patient, net-new patient, or potential patient]
• Froedtert.com has “Get Care Today” at the top of the page that promotes ODVV, Primary Care VV and Here Health. [established patient, net-new patient, or potential patient]
• Once authenticated you can self-schedule with your own provider virtually and we have visit modes turned on to better surface virtual availability to established patients. Working on getting more virtual blocks back on providers templates to increase virtual access availability. [established patient only]
• Once authenticated and in mychart we offer e-Visits as you need to have an established primary care relationship. [established patient only]

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Duke Primary Care

Seenamma Machireddy, M.D, FAAFP, DABOM.

Practice Medical Director, DPC Virtual Care Team

seenamma.machireddy@duke.edu

Please see Duke Primary Care's process below:

Established patients

1. Appointments are available for patients to self-schedule via My Chart (patient portal) 
2. When patients call triage or send message to provider - Triage staff offer E visits or Video visits depending on the chief complaint.

 New Patients

1. Patients self-schedule appointment - video visits are available for acute needs.