Bridging The Telehealth Gap For Employees

Telehealth has been thrust into the spotlight while the world navigates the COVID-19 pandemic. For many health systems, the ability to provide non-emergency care virtually is vital to maintain a manageable flow of patients in clinics and hospitals, and keep at-risk individuals safe from coming into physical contact with those battling the virus.

A new Omnibus survey from G&S Business Communications and Opinium finds that as many as 82 percent of Americans do not think telehealth is currently available to them, even though more than three quarters of U.S. hospitals offer these services. This gap in awareness could result in people putting themselves at risk by traveling to a healthcare facility or, worse yet, skipping care entirely.

As employers, it is our duty to bridge the communications gap between our healthcare providers and our team members, who rely on these benefits now more than ever. With 40 percent of Americans indicating their ability to utilize telehealth relies on how much is covered by their health insurance, we as business leaders have the opportunity to make a major difference and bring this capability to our staff’s attention. To do so requires intentional and consistent communication with the two key parties: employees and healthcare providers.

With Employees: Communicate Early and Often

HR advisors and other executive leaders should be sharing regular updates on how the organization is handling the latest developments in the COVID-19 crisis, whether it’s relaying new work-from-home options or connecting on video conferencing tools. Healthcare needs to be considered among these high priority topics during this period. With the global situation changing every day, and employees feeling understandably anxious, employers should be having regular check-ins to ensure staff is feeling supported.

The current situation, while overwhelming, does not put a pause on other existing health issues for your team members. Data shows more than three in four Americans are concerned about delaying “non-essential” health care during the pandemic. Telehealth presents a solution for many as they determine how to best communicate with their doctors for ongoing health management and, importantly, mental health care during this high-stress time. Take the lead on explaining the options available through your insurance provider to your staff, and offer the opportunity to talk through the process with them one-on-one should they have any questions about how to leverage this emerging tool.

Accessibility for all employees must also be considered. Data indicates that older Americans in the workforce may find technology to be a barrier to utilizing telehealth. Provide ample education options to your full team on how to engage with their doctors digitally, and keep the door to feedback open as your staff explores the tools themselves.

With Providers: Keep Up to Date on New Offerings

Private organizations and public offices alike are offering new policies to support companies and families through this time. Legislation such as the Families First Coronavirus Response Act, for example, offers new services for individuals helping a sick family member or navigating their own health concerns. Staying abreast of not only how these policies impact your business, but also your healthcare provider, will be valuable when it comes time to communicate key points to your staff.

Having a proactive, trusting relationship with your healthcare consultant is vital to ensure information is readily available and instill confidence in the information being provided. Compile the frequently asked questions your team is bringing to you as it relates to their healthcare plans and share with your insurance broker and direct point of contact at your organization’s insurance partner. Many of these providers are offering carrier-sponsored webinars to understand plan changes specific to the carrier as a result of the pandemic. Also prompt them to share how telehealth plays into their current policy adaptations. Make those connection points between the services offered by your healthcare provider, and the needs of your staff as they focus on maintaining “business as usual” during this unusual time.

The COVID-19 pandemic is happening day by day, in real time, and all of us are trying to interpret the best next steps. This event will leave a lasting impact on how we navigate a variety of work issues. Growing awareness for telehealth, and greater communication from employers on the potential of this developing healthcare option, will empower your team to make decisions in line with their own health and the public health situation as it unfolds.