New technologies show promise in improved health care access 

 The pandemic showed the health care industry that it could innovate and change rapidly to come together and connect with patients. 

During a panel discussion, “Improvements in Health Care Access and Quality in 2024 and Beyond,” presented by Central Penn Business Journal, three health care experts addressed the changes in health care delivery and how generative AI, telemedicine and video is being used and might be used in the future.  

Andrew Eckert, medical director of Population Health Management, UPMC in Central Pa., said while the use of AI and other technologies are being used and others are being studied, people are key for data to be used in a responsible way.  

“We continue to look at ways to engage with people in ways we’ve not used before,” Eckert, who is also medical director, Concert Health Alliance and medical site leader, Family Care Dillsburg, said. 

Ian Blunt, vice president, Advanced Analytics, Highmark, said generative AI and ChatGPT quickly captured the imagination of everyone.  

“We need to figure out how to harness AI to meet the needs of the population now and in the future,” he said. 

Saying he’s excited how new ideas can be gained from AI, Blunt said it can improve efficiencies and tailor services around the needs of Highmark members.  

While AI can take complex documentation and make it easier to digest, Blunt said putting it into production and making it work is harder. 

“We are focused on responsive AI and are learning to understand how it fits into our daily lives,” he said.  

Zach Shamberg, president and CEO, Pennsylvania Health Care Association, which oversees long-term care facilities, said new technologies are starting to be used.  

“For years the industry has been a hands-on care experience,” he said. “In March and April 2020, these facilities were locked down and no one came in. That’s when video and telemedicine kicked in.” 

Shamberg said the pandemic forced the issue and providers had to learn to use the technology while keeping patients safe. 

Jokingly, Shamberg said during his first video conference, his bookcase in the background was empty. He said he got a call from a colleague who told him he needed to fill the bookcase.  

“It’s a mindset, not just for clinicians, but for patients as well,” he said.  

Since the pandemic, Shamberg said providers can use a hybrid of in-person physician visits and telehealth which can be a cost savings.  

Blunt said the use of hybrid models is driven by patients’ needs.  

 “The quality improved a lot during the pandemic. There is more comfort being on video,” he said. “It’s normal now. As an organization, we use all care options to allow members to interact with providers and financial services. I think we will continue to see innovation.” 

Eckert said telemedicine has slowed since the pandemic and has shifted to other areas.  

“We’ve had the capability for a long time but there were barriers,” he said. 

Culturally, people thought they could only get good care in person and there were inequities in reimbursements, Eckert said, adding the pandemic demonstrated the value of the technology by making it necessary. 

“Four years later, we see good uses for it,” he said.  

Eckert cited an example of someone undergoing a procedure and being able to have follow-up visits via telehealth. It is also good too, for elderly who might be homebound.  

“Telehealth bridges the gap and having more touch points might mean less hospital and emergency room visits,” he said. 

“We have hybrid models that can include phone calls, telemedicine and in-person,” Eckert added. “We tailor it to it to the patients and physicians.” 

Shamberg said the industry is starting to see prototypes in AI that are geared toward hiring, which is still a major issue in health care.  

A prescreening model conducts interviews with prospective employees. Shamberg said it asks questions and responds to the answers. 

“This is a gatekeeper role that can free up staff to focus on daily operations,” he said.  

Shamberg said robots are also being used in some places for things like cleaning, mowing, and serving food. 

“If there is a lack of workers, the robots can step in and free up staff to do other tasks,” he said. “With the minimum staffing requirements increasing in July and Biden at the federal level looking to increase minimum requirements, providers will have to look at robots and AI to fill in.” 

Blunt added that AI can also increase the speed to new hire competence.  

“New hires take time to learn a new job. AI can monitor work and give details on policy. It would be a better experience for everyone,” he said. 

Both hospitals and long-term care facilities are still faced with a workforce shortage that started before the pandemic and became critical after as health care workers left due to burnout. 

Blunt said in 2022-2023, providers struggled from increased costs of staff and equipment. Many providers had to rely on agency staffing, which increased costs.  

“We are not in a good place yet,” he said. 

However, many physicians are using AI to take notes during patient visits. Blunt said before AI, physicians spent 40% of their time writing notes.  

Now, he said, AI is increasing the availability of the workforce by about a third. 

“The pandemic highlighted that we can innovate and change rapidly,” Eckert said. “It demonstrated the need to come together and connect with patients.” 

Even with the use of new technologies, Eckert said people are needed to use data in responsible ways. 

“We continue to look at ways to engage with people in ways we’ve not used before,” he said.