Virtual primary care: Taking health care to the next level

Dr. Reierson, a primary care provider with Optum Virtual Care, shares her perspective on delivering quality care in a virtual setting.

When the health care industry was challenged with delivering care amid a pandemic, it became evident that the traditional approach to care was no longer enough. Overnight, health care changed, and providers needed to rapidly switch gears from delivering in-person care to virtual care to meet their patient’s needs.

This shift to virtual care isn’t going away. It’s been quickly adopted by both patients and providers as a preferred method for easy, convenient access to high quality care. Dr. Britta Reierson shares this first-hand experience as she has quickly learned how important virtual visits are for meeting the needs of her patients and the community.

Creating positive patient relationships

Building connections and relationships with patients virtually is no different than in person. Whether face-to-face on a screen or in the same room, that connection happens through active listening and dialogue. In my experience, patients are more relaxed in their preferred setting over video than they are in-clinic. They quickly forget they are even on camera, and it feels like we are together in an exam room.

While my job is to address patients’ immediate health needs, it’s also important to help them feel comfortable and connected to the primary care experience. This involves understanding their history and health and wellness goals, but it goes beyond that. I’m also focused on personal conversations like hearing about their recent vacation or how the pandemic puppy is doing.

The reward for the primary care clinician comes from the care relationship that develops over time with continuity, and virtual connections are now an integral component of the care continuum. The reward for the patient is the trust that develops with the clinician over time, improving health outcomes and overall well-being. This trusting relationship forms just as easily on video as it does in the clinic.

Ensuring diagnosis accuracy

As an experienced primary care physician, I often will start formulating a working diagnosis and plan as I actively listen to the patient — even before starting an exam or reviewing diagnostic results. This is where the “true practice of medicine” and the development of a relationship and trust between clinician and patient is of utmost importance. I feel my diagnostic skills have sharpened due to this experience of delivering telemedicine.

Personally, I have enjoyed breaking from my “usual” diagnostic thought processes that have been a staple for the past 21 years. As a lifelong learner, this unexpected change has been very professionally satisfying. On the flip side, I am also realistic and know that we cannot deliver primary care 100% virtually all the time. So what happens when the virtual patient has a “brick-and-mortar” need?

What sets Optum Virtual Primary Care apart is that our model coordinates the full 360-degree care continuum for the patient. This could be a lab or X-ray, immunization, specialist referral or physical examination component. Our virtual care navigators and health assistants provide the member with the needed coordination for these care extensions, focusing on care excellence, coverage and convenience.

Transitioning care from in-person to virtual

Transitions of care are difficult, whether signing out a patient to a colleague in the hospital or sending the virtual patient to another clinician or center for care. Having the processes in place to assist in this transition, and having a top-notch, committed team focusing on communication, make this sharing of care seamless for the clinician and patient

Many clinicians may be concerned about feeling isolated or “on their own” when working in a virtual practice. Optum Virtual Care has a team approach to care and includes many of the same roles as providers have worked with in a physical care setting — health assistants, registered nurses and care coordinators.

Excellent communication is a critical element to working with a team in our virtual/digital space. To address this, my colleagues and I worked on ways to have face-to-face video connections. This helped tremendously, and in time these types of interactions felt natural, just like being physically present with one another. I enjoy connecting with clinicians doing the same work, especially when questions come up and when we can work through a problem together.

Transitioning to virtual care can also come with technology challenges, particularly related to using a new digital platform. Up for the challenge, my colleagues and I managed to work through it and find solutions to help make the team more efficient. We also have a fantastic and fast IT support team for both providers and patients, making those in-the-moment glitches less cumbersome.

As for my patients, I was pleasantly surprised by how easy the transition was for them. It was not a surprise that our younger patients were the first to adapt to virtual care, but what I didn’t expect was how quickly my older patients accepted this mode of health care delivery. Those patients who struggled finding either the time or the transportation to the clinic were finally making those far overdue appointments for refills or preventive care.

Improving work/life balance

In any field, working virtually can help improve work/life balance. By having the ability to work from home, I spend no time commuting, am able to throw in a load of laundry between patients and can get to my daughter’s 5 p.m. soccer games. This goes a long way in reducing my stress, and my family loves it.

Virtual care also provides flexibility for my patients. Generally, they are more responsive to my recommendations and are more likely to follow up with me. We are all busy, and time is precious. Patients are getting the care they need, when they need it, wherever they are. I have discovered that my patients feel more comfortable meeting from their own setting, in contrast to the sterile (“scary”) environment of the clinic. In short, they love the experience as much as I do.

Looking to the future with Optum Virtual Care

Telehealth is changing the face of health care and is requiring that health care organizations and providers adapt quickly. The goal of Optum Virtual Care is to increase access, reduce costs and improve outcomes while optimizing the experience of giving and receiving medical care.
Optum is one of few virtual health organizations offering primary care, and it will take telehealth to the next level. I am thrilled to be a part of this health care transformation.

If you are interested in joining Optum Virtual Care, click here to view open virtual primary care positions.