How can Providence balance expanding its telehealth services to reach more patients versus maintaining high-quality in-person care at its existing facilities?

Introduction

Providence faces a critical trade-off between expanding telehealth services and maintaining high-quality in-person care. This scenario touches on the evolving healthcare landscape, where digital solutions are increasingly important, but traditional care remains essential. I'll analyze this trade-off by examining the product ecosystem, potential impacts, key metrics, and experimental approaches to guide a strategic decision.

Step 1

Clarifying Questions (3 minutes)

• Based on recent healthcare trends, I'm thinking telehealth adoption has accelerated. Could you share Providence's current telehealth usage rates compared to in-person visits?

Why it matters: Helps gauge the existing demand and adoption of telehealth services. Expected answer: 20-30% of consultations are currently via telehealth. Impact on approach: Higher rates would suggest a stronger case for expansion.

• Considering Providence's mission, I assume patient outcomes are a top priority. How does Providence currently measure and compare outcomes between telehealth and in-person care?

Why it matters: Ensures we're not sacrificing quality for convenience. Expected answer: Some metrics are tracked, but comprehensive comparison data is limited. Impact on approach: Lack of data would necessitate more robust testing before expansion.

• Looking at resource allocation, what's the current split of investment between telehealth infrastructure and in-person facilities?

Why it matters: Indicates current strategic priorities and potential for reallocation. Expected answer: 70% in-person, 30% telehealth. Impact on approach: A more balanced split might suggest easier expansion of telehealth.

• Regarding user segments, which patient groups are currently underserved by Providence's telehealth offerings?

Why it matters: Identifies opportunities for targeted expansion. Expected answer: Rural communities and certain specialist consultations. Impact on approach: Would focus telehealth expansion efforts on these specific segments.

• Considering technical feasibility, what are the main limitations of Providence's current telehealth platform?

Why it matters: Determines the scope of technical improvements needed for expansion. Expected answer: Limited integration with EHRs and bandwidth issues in some areas. Impact on approach: Would prioritize these technical improvements in the expansion plan.