Podcast: episode 64

Jul 02, 2020

Cleveland Clinic CMO on The No Normal Show

Cleveland Clinic CMO on The No Normal Show Featuring Paul Matsen of Cleveland Clinic

Takeaways Travel industry lessons after 9/11  Security changes were made behind the scenes and gradually travel resumed. It wasn’t until after the financial crisis of 2008 that the airline industry started to recover.   A couple of lessons we learned from this: We’re going to see substantial financial impacts across the healthcare industry.  We could see…

Takeaways

Travel industry lessons after 9/11 

  • Security changes were made behind the scenes and gradually travel resumed.
  • It wasn’t until after the financial crisis of 2008 that the airline industry started to recover.  
  • A couple of lessons we learned from this:
    • We’re going to see substantial financial impacts across the healthcare industry. 
    • We could see the healthcare industry restructuring as small health systems start to merge with large systems. 
    • We have to challenge our pre-COVID-19 thinking and be nimble moving forward. 
  • We’re working with United on a program called Clean+ to help build traveler’s confidence in flying again. 

COVID-19 response 

  • We first saw patients with COVID-19 in Abu Dhabi, so we initiated our incident command structure that includes all of our locations around the world.
    • We started planning in early January by looking at clinical processes and surge capacities as well as gathering stockpiles of PPE.
    • Then, the focus was setting up drive-through testing, building surge capacity, and finally, recovery and reopening. 
  • Now we’re looking at trying to get back to our pre-COVID-19 numbers while being prepared for flare-ups. 
  • Our digital platforms have had a significant impact on reaching patients and communities all over the world.  
    • Since March 13, we’ve done 8,000 social media posts. 
    • Our website has had 120 million sessions so far this year. 
    • We’re sending a million emails a week. 

Recovery mode  

  • In response to the resistance for people to return for routine care:
    • We’ve downsized our outpatient spaces to allow for social distancing.
    • We’re running at 75% capacity but making it up through virtual visits.
    • We’re doing thermal screenings and continuing to enforce mask-wearing.  
    • We’re encouraging our clinical departments to extend hours and provide virtual options to ensure maximum flexibility.
  • We have also created predictive models, which are looking good 30 days from now.

Virtual care 

  • The physician community and health systems around the country and world have undoubtedly adjusted to virtual visits.
    • It’s only going to get better and smoother as technology advances.  
  • We’re looking forward to remote monitoring tools that can send reliable data to physicians and integrate with health records. 
  • If we do it right, we should be the big winners in virtual health. 
    • Consumers will want to come to Cleveland Clinic for virtual health and not a third party, one-off visit.

What no one is talking about (but should)  

  • Elevating your internal communications.
    • We’ve learned that through COVID-19, our internal communications were a guide throughout this process.  
    • Our caregivers have opened 3.3 million of our internal emails since March. 
      • We have an 83% open rate with emails from our CEO.
    • We’ve created 25 videos with messages from our CEO. 
  • Regulatory areas that need to be addressed.
    • Our supply chains are predominantly outside the United States.
      • The swabs we needed for COVID-19 testing were made in Italy at the height of the COVID-19. 
      • Our masks and gowns come primarily from China.

Acute home healthcare

  • One of our goals as a health system is to reduce the length of the patient’s stay. 
    • Infection rates are lower when we can get people home, so we are very focused on that.  
  • We have a home health division at Cleveland Clinic, and it’s an integrated part of the care that our institutes provide.
    • We do it for chronic diseases, especially working with EMS teams that go to people’s homes to try and keep chronic disease patients out of the hospital.

Reimbursements for virtual visits 

  • From a regulatory perspective, it needs to be one of our highest priorities.
    • We’re going to continue to see virtual visits move forward now that we have had such a huge trial period for them.
  • Those discussions take place on a state-by-state and insurer-by-insurer basis except for Medicare, but I think you have to give CMS and the government credit that they opened that up very quickly.