Using Telehealth to Provide Care Delivery Options to Patients

Jefferson Health expanded its telehealth services to address healthcare access disparities in both urban and rural areas. By introducing JeffConnect, a telehealth platform powered by Teledoc, the health system aimed to provide patients with more autonomy and options for receiving care. The program offers on-demand visits, scheduled appointments, and e-visits, supporting urgent, primary, specialty, and follow-up care. This initiative reduces transportation barriers, increases healthcare access, and improves care coordination between providers, patients, and caregivers.

To encourage adoption, Jefferson Health focused on provider education, addressing biases that telehealth might be complex or less effective than in-person visits. Telehealth coordinators engaged directly with patients to troubleshoot technology barriers and ensure readiness for virtual visits. This proactive approach contributed to a significant rise in telehealth use, with visit numbers growing from 60 per day in 2019 to over 3,300 daily visits during the pandemic. Currently, JeffConnect facilitates around 1,000 appointments daily, representing 9% of ambulatory visits.

Metrics indicate that 80% of on-demand telehealth encounters require no further care, highlighting the program's effectiveness. Provider engagement remains crucial, as most patients learn about telehealth options through their healthcare providers. Jefferson Health continues to evolve its program by integrating age-inclusive telehealth principles, promoting equitable access, and addressing ongoing barriers to ensure seamless virtual care across diverse patient populations.