Multichannel Healthcare: Impact of Asynchronous Telemedicine Adoption on Patient Flow

References

• Abbatemarco JR, Hartman J, McGinley M, Bermel RA, Boissy A, Chizmadia DT, Sullivan AB, et al. (2021) Providing person-centered care via telemedicine in the era of covid-19 in multiple sclerosis. J. Patient Experience 8:2374373520981474.Crossref, Google Scholar
• Aflaki A, Swinney R (2021) Inventory integration with rational consumers. Oper. Res. 69(4):1025–1043.Link, Google Scholar
• Anand KS, Paç MF, Veeraraghavan S (2011) Quality–speed conundrum: Trade-offs in customer-intensive services. Management Sci. 57(1):40–56.Link, Google Scholar
• Bachman KH, Freeborn DK (1999) HMO physicians’ use of referrals. Soc. Sci. Medicine 48(4):547–557.Crossref, Google Scholar
• Baranowski MLH, de la Feld S, Yeung H, Chen SC (2020) Clinically significant incidental findings among teledermatology patients with history of skin cancer. J. Amer. Acad. Dermatology 83(5):1444–1447.Crossref, Google Scholar
• Barnett ML, Huskamp HA, Busch AB, Uscher-Pines L, Chaiyachati KH, Mehrotra A (2021) Trends in outpatient telemedicine utilization among rural Medicare beneficiaries, 2010 to 2019. JAMA Health Forum 2:e213282.Crossref, Google Scholar
• Bassamboo AL, Randhawa S, Van Mieghem JA (2010) Optimal flexibility configurations in newsvendor networks: Going beyond chaining and pairing. Management Sci. 56(8):1285–1303.Google Scholar
• Bavafa H, Hitt LM, Terwiesch C (2018) The impact of e-visits on visit frequencies and patient health: Evidence from primary care. Management Sci. 64(12):5461–5480.Google Scholar
• Bavafa H, Savin S, Terwiesch C (2021) Customizing primary care delivery using e-visits. Production Oper. Management 30(11):4306–4327.Crossref, Google Scholar
• Berg M (2001) Implementing information systems in healthcare organizations: Myths and challenges. Internat. J. Medical Inform. 64(2–3):143–156.Crossref, Google Scholar
• Brody DS (1980) The patient’s role in clinical decision-making. Ann. Internal Medicine 93(5):718–722.Crossref, Google Scholar
• Çakıcı ÖE, Mills AF (2021) On the role of teletriage in healthcare demand management. Manufacturing Service Oper. Management 23(6):1483–1504.Link, Google Scholar
• Chan CW, Green LV (2013) Improving access to healthcare: Models of adaptive behavior. Denton BT, ed. Handbook of Healthcare Operations Management (Springer, New York), 1–18.Google Scholar
• Chisholm CD, Collison EK, Nelson DR, Cordell WH (2000) Emergency department workplace interruptions are emergency physicians “interrupt-driven” and “multitasking”? Acad. Emergency Medicine 7(11):1239–1243.Crossref, Google Scholar
• Chua R, Craig J, Wootton R, Patterson V (2001) Randomised controlled trial of telemedicine for new neurological outpatient referrals. J. Neurology Neurosurgery Psychiatry 71(1):63–66.Crossref, Google Scholar
• Dai T, Tayur S (2020) OM forum—Healthcare operations management: A snapshot of emerging research. Manufacturing Service Oper. Management 22(5):869–887.Link, Google Scholar
• Deshpande A, Khoja S, Lorca J, McKibbon A, Rizo C, Husereau D, Jadad AR ( 2009) Asynchronous telehealth: A scoping review of analytic studies. Open Medicine 3(2):e69.Google Scholar
• Dotson P (2013) Cpt® codes: What are they, why are they necessary, and how are they developed? Adv. Wound Care 2(10):583–587.Google Scholar
• Dussault G, Franceschini MC (2006) Not enough there, too many here: Understanding geographical imbalances in the distribution of the health workforce. Human Resources Health 4(1):1–16.Crossref, Google Scholar
• Eppen GD (1979) Note—Effects of centralization on expected costs in a multi-location newsboy problem. Management Sci. 25(5):498–501.Link, Google Scholar
• Fink AS (2006) Veterans administration physician compensation: Past, present, future. Amer. J. Surgery 192(5):559–564.Crossref, Google Scholar
• Forrest CB, Reid RJ (1997) Passing the baton: HMOs’ influence on referrals to specialty care. Health Affairs 16(6):157–162.Crossref, Google Scholar
• Fortney JC, Steffick DE, Burgess JF Jr, Maciejewski ML, Petersen LA (2005) Are primary care services a substitute or complement for specialty and inpatient services? Health Services Res. 40(5p1):1422–1442.Crossref, Google Scholar
• Gao F, Su X (2018) Omnichannel service operations with online and offline self-order technologies. Management Sci. 64(8):3595–3608.Link, Google Scholar
• George PE, KC Diwas, Greenleaf M, Shah J, Lam WA, Hawkins CM (2024) Bridging the divide: Unintended consequences of the shift to home-based telemedicine. J. Pediatrics 269:113719.Crossref, Google Scholar
• Gordon A, Rotemberg V, Love D, Kurtansky NR, Pagel D, Mones J (2023) Use of asynchronous interprofessional e-consults in cancer patients during the COVID-19 pandemic: Current and future role. Telemedicine J. E Health 29(2):304–309.Crossref, Google Scholar
• Gordon J, Tsay D, Coyne S, Barchi D, Fleischut PM, Deland EL (2017) Four challenges of launching a telehealth program. New England J. Medicine Catalyst 3(4).Google Scholar
• Green LV, Nguyen V (2001) Strategies for cutting hospital beds: The impact on patient service. Health Services Res. 36(2):421.Google Scholar
• Hasija S, Pinker E, Shumsky RA (2010) Om practice—Work expands to fill the time available: Capacity estimation and staffing under Parkinson’s law. Manufacturing Service Oper. Management 12(1):1–18.Link, Google Scholar
• Hill E (2003) Understanding when to use the new patient e/m codes. Family Practice Management 10(8):33–36.Google Scholar
• Hollander JE, Carr BG (2020) Virtually perfect? Telemedicine for Covid-19. New England J. Medicine 382(18):1679–1681.Crossref, Google Scholar
• Ibanez MR, Clark JR, Huckman RS, Staats BR (2018) Discretionary task ordering: Queue management in radiological services. Management Sci. 64(9):4389–4407.Link, Google Scholar
• Kahn JM (2015) Virtual visits—Confronting the challenges of telemedicine. New England J. Medicine 372(18):1684–1685.Crossref, Google Scholar
• Kapur K, Joyce GF, Escarce JJ, Van Vorst KA (2000) Visits to primary care physicians and to specialists under gatekeeper and point-of-service arrangements. Amer. J. Managed Care 6(11):1189–1196.Google Scholar
• KC DS (2014) Does multitasking improve performance? Evidence from the emergency department. Manufacturing Service Oper. Management 16(2):168–183.Link, Google Scholar
• KC D, Tushe S (2021) The effects of multisiting on productivity and quality. Manufacturing Service Oper. Management 23(4):803–818.Link, Google Scholar
• KC DS, Staats BR, Kouchaki M, Gino F (2020) Task selection and workload: A focus on completing easy tasks hurts performance. Management Sci. 66(10):4397–4416.Link, Google Scholar
• Keleshian V, Ortega-Loayza AG, Tarkington P (2017) Incidental skin malignancies in teledermatology and in-person cohorts in the veterans affairs health system. J. Amer. Acad. Dermatology 77(5):965–966.Crossref, Google Scholar
• Khayretdinov OZ, Rubakova LI (2023) Equivalence of the Autism Spectrum Disorders Diagnostics in Children in Telemedicine and Face-to-Face Consultations: A Literature Review (Consortium Psychiatricum, Moscow).Crossref, Google Scholar
• Lee NT, Yaraghi N, Lai S (2022) The roadmap to telehealth efficacy: Care, health, and digital equities. Report, Brookings Institution, Washington, DC.Google Scholar
• Ludewigs S, Narchi J, Kiefer L, Winkler EC (2022) Ethics of the fiduciary relationship between patient and physician: The case of informed consent. J. Medical Ethics, ePub ahead of print December 23, https://jme.bmj.com/content/early/2023/05/17/jme-2022-108539.Crossref, Google Scholar
• Luong P, Bojansky AM, Kalra A (2018) Academic physician compensation in the united states: Should providers‘ work at academic medical centres be judged by just one metric, the relative value unit (RVU)? Eur. Heart J. 39(40):3633–3634.Google Scholar
• Mandelbaum A, Reiman MI (1998) On pooling in queueing networks. Management Sci. 44(7):971–981.Link, Google Scholar
• Martin I, Aphivantrakul PP, Chen KH, Chen SC (2015) Adherence to teledermatology recommendations by primary healthcare professionals: Strategies for improving follow-up on teledermatology recommendations. JAMA Dermatology 151(10):1130–1132.Crossref, Google Scholar
• McConnochie KM, Conners GP, Brayer AF, Goepp J, Herendeen NE, Wood NE, Thomas A, et al. (2006) Differences in diagnosis and treatment using telemedicine vs. in-person evaluation of acute illness. Ambulatory Pediatrics 6(4):187–195.Crossref, Google Scholar
• Murphy DR, Reis B, Kadiyala H, Hirani K, Sittig DF, Khan MM, Singh H (2012) Electronic health record–based messages to primary care providers: Valuable information or just noise? Arch. Internal Medicine 172(3):283–285.Crossref, Google Scholar
• Murthy RK, Kahn BJ, Zhang C, Chen SC (2023) Stratifying clinical complexity of dermatology outpatient visits: Validation of a pilot instrument. J. Amer. Acad. Dermatology 88(5):e251–e258.Crossref, Google Scholar
• Nekhlyudov L, Fleisher LA, Jacobsen PB (2022) Telemedicine across the cancer care continuum: Evidence and opportunities for clinical care, research, and policy. Cancer J. 28(2):121–124.Crossref, Google Scholar
• Nelson E-L, Palsbo S (2006) Challenges in telemedicine equivalence studies. Evaluation Program Planning 29(4):419–425.Crossref, Google Scholar
• Nguyen OT, Tabriz AA, Huo J, Hanna K, Shea CM, Turner K (2021) Impact of asynchronous electronic communication–based visits on clinical outcomes and healthcare delivery: Systematic review. J. Medical Internet Res. 23(5):e27531.Crossref, Google Scholar
• Nurok M, Gewertz B (2019) Relative value units and the measurement of physician performance. JAMA 322(12):1139–1140.Crossref, Google Scholar
• Ofek E, Katona Z, Sarvary M (2011) “Bricks and clicks”: The impact of product returns on the strategies of multichannel retailers. Marketing Sci. 30(1):42–60.Link, Google Scholar
• Pak H, Triplett CA, Lindquist JH, Grambow SC, Whited JD (2007) Store-and-forward teledermatology results in similar clinical outcomes to conventional clinic-based care. J. Telemedicine Telecare 13(1):26–30.Crossref, Google Scholar
• Pan E, Cusack C, Hook J, Vincent A, Kaelber DC, Bates DW, Middleton B (2008) The value of provider-to-provider telehealth. Telemedicine J. E Health 14(5):446–453.Crossref, Google Scholar
• Patel SY, Mehrotra A, Huskamp HA, Uscher-Pines L, Ganguli I, Barnett ML (2021) Trends in outpatient care delivery and telemedicine during the covid-19 pandemic in the US. JAMA Internal Medicine 181(3):388–391.Crossref, Google Scholar
• Patterson V (2021) Neurological telemedicine in the covid-19 era. Nature Rev. Neurology 17(2):73–74.Crossref, Google Scholar
• Patterson V, Humphreys J, Henderson M, Crealey G (2010) Email triage is an effective, efficient and safe way of managing new referrals to a neurologist. Qual. Safety Health Care 19(5):e51.Google Scholar
• Perednia DA, Allen A (1995) Telemedicine technology and clinical applications. JAMA 273(6):483–488.Crossref, Google Scholar
• Portnoy JM, Waller M, De Lurgio S, Dinakar C (2016) Telemedicine is as effective as in-person visits for patients with asthma. Ann. Allergy Asthma Immunology 117(3):241–245.Crossref, Google Scholar
• Rajan B, Tezcan T, Seidmann A (2019) Service systems with heterogeneous customers: Investigating the effect of telemedicine on chronic care. Management Sci. 65(3):1236–1267.Link, Google Scholar
• Rasmussen P, Farmer CM (2023) The promise and challenges of VA community care: Veterans’ issues in focus. Rand Health Quart. 10(3):9.Google Scholar
• Reid RO, Tom AK, Ross RM, Duffy EL, Damberg CL (2022) Physician compensation arrangements and financial performance incentives in us health systems. JAMA Health Forum 3:e214634.Google Scholar
• Rothkopf MH, Rech P (1987) Perspectives on queues: Combining queues is not always beneficial. Oper. Res. 35(6):906–909.Link, Google Scholar
• Russo JE, McCool RR, Davies L (2016) VA telemedicine: An analysis of cost and time savings. Telemedicine J. E Health 22(3):209–215.Crossref, Google Scholar
• Scott A, Sivey P, Ouakrim DA, Willenberg L, Naccarella L, Furler J, Young D (2011) The effect of financial incentives on the quality of healthcare provided by primary care physicians. Cochrane Database Systems Rev. (January 29), https://doi.org/10.1002/14651858.cd013040.pub2.Crossref, Google Scholar
• Sommer AC, Blumenthal EZ (2020) Telemedicine in ophthalmology in view of the emerging Covid-19 outbreak. Graefes Arch. Clinical Experiment. Ophthalmology 258:2341–2352.Crossref, Google Scholar
• Staats BR, Gino F (2012) Specialization and variety in repetitive tasks: Evidence from a Japanese bank. Management Sci. 58(6):1141–1159.Link, Google Scholar
• Sun S, Wang G (2023) Does telehealth reduce rural-urban care-access disparities? Evidence from Covid-19 telehealth expansion. Working paper, Jindal School of Management, University of Texas at Dallas, Dallas.Google Scholar
• Trettel A, Eissing L, Augustin M (2018) Telemedicine in dermatology: Findings and experiences worldwide–A systematic literature review. J. Eur. Acad. Dermatology Venereology 32(2):215–224.Crossref, Google Scholar
• Tuckson RV, Edmunds M, Hodgkins ML (2017) Telehealth. New England J. Medicine 377(16):1585–1592.Crossref, Google Scholar
• VHA (2022) Your VA primary care provider and pact team. Accessed September 30, 2023, https://www.va.gov/health-care/about-va-health-benefits/your-care-team/#:∼:text=No.,on%20the%20location%20you%20choose.Google Scholar
• Yeung H, Sargen MR, Luk KM, Berry EG, Gurnee EA, Heuring E, McMichael J, et al. (2018) Teledermatology and teledermatopathology as educational tools for international dermatology: A virtual grand rounds pilot curriculum. Internat. J. Dermatology 57(11):1358–1362.Crossref, Google Scholar