Florida Hospital

Going Beyond Brick-And-Mortar Facilities

“We just keep seeing an upward trend with eCare, And now we have more access to patients who don’t want to undergo the inconvenience of visiting a facility.”

Tyler Brown
project manager 

Improving patient care through innovative services

The Florida Hospital Association (FHA), has partnered with the American Hospital Association’s Health Research and Educational Trust to provide support and education through the FHA Hospital Engagement Network (HEN 2.0). 77 Florida hospitals are working to improve patient care through this collaborative. One service that sets Florida Hospital Centra Care apart in improving patient care is eCare, a custom-branded version of eVisit, the popular telemedicine platform.

As Project Manager for Florida Hospital Centra Care, a big part of Brown’s role is meeting and exceeding customer expectations. “Our patients want urgent care services, but the majority don’t want the inconvenience of coming into a brick-and-mortar facility,” says Brown.

As soon as he and his colleagues became interested in and more knowledgeable about telemedicine — the practice of connecting patients to physicians via the Internet, primarily via secure videoconferencing — they began looking at options. Most telemedicine products forced Centra Care to adapt its and its patients’ workflows and practices to the software versus the other way around, and many options were not affordable.

An intuitive, cost-effective telemedicine service that improves the patient experience

Brown and his team then met with eVisit. They found eVisit easy to use. The company’s engineers and compliance experts were technically smart and knowledgeable about the telemedicine industry’s rules and regulations, even when compared to pricier vendors.

“eVisit looked at our total patient experience and made it more intuitive for our patients to enter their information,” says Brown. “It has made it a much more streamlined and stress-free process for our customers.”

With a growing number of physicians currently using the service, Centra Care has completed a rapidly increasing number of visits. The service was initially made available to Florida Hospital employees and has since been adopted by various local employer groups. eCare has the capability to gather insurance information, which helps streamline the process for reimbursement.

Keeping in closer touch with patients, more frequently

Currently, eCare is mostly used to treat minor conditions such as colds and sinus infections, but Brown and the physicians at Centra Care expect eCare to be used for managing conditions such as diabetes and other chronic diseases. One of the biggest advantages is increased and more recurrent access to patients outside hospital walls, and that’s especially convenient for people who need to make frequent doctor visits. The implications for chronic care are huge, because physicians can keep in closer touch with patients who need visits more often, without the patient undergoing the effort of physically going to a care facility.

“We just keep seeing an upward trend with eCare,” says Brown. “And now we have more access to patients who don’t want to undergo the inconvenience of visiting a facility.”

Centra Care, the urgent care arm of Florida Hospital, adopted eVisit several months ago. Patient reviews of the telemedicine service have been stellar. At the end of every visit, Centra Care poses a quick, three-question online survey.

“Patients rave about their experience,” says Tyler Brown, project manager for Florida Hospital CentraCare. “They tell us that they can see a provider in less than five minutes from the comfort of their own home. Their issue is resolved within a five-minute visit — all at an average cost of only $49.”

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