Kaiser Permanente’s Virtual Cardiac Monitoring: Pioneering Remote Digital Care

By the start of 2020, Kaiser Permanente already had a Virtual Cardiac Rehab (VCR) Center, doctors trained in telemedicine and a pacemaker/implantable cardioverter defibrillator department that went virtual a decade ago. Kaiser Permanente leveraged its digital prowess to care for vulnerable patients during a critical time.

Scaling Remote Cardiac Services During COVID-19

With the arrival of COVID-19, the health care organization quickly worked to scale its remote cardiac services even further. The result? A highly effective virtual cardiac event monitoring solution. When the pandemic began limiting the ability of patients to safely proceed with heart monitoring, Kaiser Permanente’s Cardiac Rhythm Monitor team had to act fast.

“Without adding additional virtual options, care would’ve been delayed and could’ve resulted in a worse cardiac event,” explains Dr. Siobhan Gray, Medical Director for VCR at Kaiser Permanente. Even if it’s not a major health concern yet, the longer you wait, the more likely it is to become one.

Overcoming Digital Implementation Hurdles

Physically getting equipment to patients was the first hurdle. They quickly switched to a type of monitor that is easier to mail and has limited shipping costs. Next, they took stock of all internal touchpoints that would be disrupted by this move to digital. Every day we tweaked things: patient reminders, workflows, scheduling, etc.

The scheduling department was retrained, technicians’ roles changed, customer service adapted to new requests and clinics collaborated closely with the Cardiac Rhythm Monitor team. Spurred by necessity, the solution went from concept to reality in two short weeks.

The Virtual Cardiac Monitoring Process

The virtual process looks like this:

• Notification: Patients receive a phone call informing them that their monitor is about to be shipped.
• Setup: When it arrives, patients are instructed to call a support number to get step-by-step instructions on setup and use.
• Monitoring: The patient wears the monitor for the designated amount of time, then sends it back in a prepaid box.
• Consultation: A cardiologist reviews the report and holds a virtual appointment with the patient to go over results and next steps.

Efficiency and Program Results

Propelled by client demand, operational efficiency and, in this case, necessity, Kaiser Permanente embraces the opportunities introduced by digital tools. Initial results show that the completion rate of the virtual cardiac event monitoring program at Kaiser Permanente is comparable to the in-person completion rate, making it a viable option for patients beyond the current state we are in with COVID-19.

“This experience has exceeded my expectations. I didn’t know if people would accept it, but it’s a paradigm shift. Many patients love it.” As in-person care ramps back up, the Cardiac Rhythm Monitor team plans to explore hybrid care that combines the best of both models and expands patient options.