{"id":47533,"date":"2021-05-03T04:00:04","date_gmt":"2021-05-03T11:00:04","guid":{"rendered":"\/us\/en\/blog\/?p=47533"},"modified":"2024-07-25T22:59:09","modified_gmt":"2024-07-26T05:59:09","slug":"claims-data-reveals-changing-patient-behaviors","status":"publish","type":"post","link":"\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/","title":{"rendered":"Claims data reveals changing patient behaviors"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Between March 2020 and now, patient behaviors have changed dramatically. Thanks to a global public health crisis, going to a healthcare provider is no longer routine; it\u2019s become fraught with risks for both patient and provider.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a result, telehealth usage has skyrocketed. Cigna took note of this in a survey published in March 2021. Changing patient behavior will have a significant impact on payers; read on to learn what it means for healthcare payers and plans.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"724\" height=\"776\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/member-engagement-new-normal.png\" class=\"responsive-image\" alt=\"Changing ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>Changing patient behavior is impacting payers. Here&#8217;s what you need to know.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/netstorage.ringcentral.com\/documents\/guide_member_engagement_new_normal.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b>What Cigna\u2019s study reveals<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Cigna\u2019s study analyzed\u00a0<\/span><a href=\"https:\/\/www.cigna.com\/about-us\/newsroom\/innovation\/covid-19-impact-virtual-and-behavioral-health\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">national healthcare claims<\/span><\/a><span style=\"font-weight: 400;\">. Here are some of the biggest takeaways from this report:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Today, telehealth visits make up 25% of medical and behavioral healthcare in facilities that allow them, up from just 1% prior to March 2020<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Outpatient behavioral telehealth visits rose sharply\u201427% when compared to pre-March 2020 levels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Over 60% of behavioral health patients conduct telehealth visits<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The increased use of telehealth for behavioral healthcare stayed constant, even as telehealth for other healthcare services decreased<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">One of the biggest takeaways Cigna researchers noticed from the data is that behavioral healthcare has become more accessible thanks to telehealth. It\u2019s now possible (and even advisable) to talk to a mental health professional in the comfort and safety of one\u2019s own home, making it simpler and more convenient to work on behavioral health issues.<\/span><\/p>\n<h3><b>Changing patient behaviors<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The Cigna study aligns with other research about the global public health crisis. Before March 2020, telehealth usage was low;\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/8-top-drivers-of-telehealth-adoption-in-2020\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">11% of patients used it<\/span><\/a><span style=\"font-weight: 400;\">. Had the health crisis not erupted, adoption rates most likely would have grown gradually because telehealth represents a convenient option for both patients and providers. Telehealth adoption sped up exponentially after March 2020. A month after the outbreak, 46% of American consumers used telehealth services to replace canceled healthcare visits.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, attitudes toward mental health are changing. As the Cigna study showed, the global health crisis led to a dramatic rise in healthcare claims for behavioral health services. Isolation and anxiety took their toll on patients, who turned to mental healthcare professionals for guidance. Cigna\u2019s report revealed that\u00a0<\/span><a href=\"https:\/\/www.cigna.com\/static\/www-cigna-com\/docs\/about-us\/newsroom\/innovation\/cigna-covid-trends-factsheet-virtual-and-behavioral-health.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">97% of people who accessed behavioral healthcare services<\/span><\/a><span style=\"font-weight: 400;\"> between March to May 2020 didn\u2019t have a prior mental healthcare claim.<\/span><\/p>\n<h2><b>The impact of changing patient behavior on healthcare<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">What do these trends mean for the future of healthcare? There are two main conclusions we can reach:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Patients want telehealth services even as we begin to recover from the health crisis<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Specifically, patients want access to mental health services going forward<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/7-telehealth-challenges-for-healthcare-organizations-and-how-to-overcome-them\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Thirty-three percent of patients<\/span><\/a><span style=\"font-weight: 400;\"> say they would leave their current healthcare provider if they didn\u2019t offer telehealth services. Additionally, over three-quarters of patients surveyed by Cigna believed more care will be delivered at home in the future than in a traditional healthcare setting.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Going forward, patients will demand telehealth services from their providers and from healthcare payers. There will be a pronounced demand for virtual mental healthcare services, too.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47534\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/changing-patient-behavior-2.jpeg\" alt=\"RingCentral for healthcare\" width=\"930\" height=\"620\" \/><\/p>\n<h3><b>What do changing patient behaviors mean for payers?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Healthcare plan members will begin to demand continued coverage for telehealth services, especially for behavioral healthcare. That means there will be pressure on insurers to pay for telehealth services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Before the public health crisis, telehealth services were reimbursed at a low rate, if they were reimbursed at all. That situation can\u2019t continue as we enter the recovery stage; patients won\u2019t accept it.<\/span><\/p>\n<h2><b>How can payers adapt to changing patient behavior?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">What steps can payers take to adapt to changing patient behavior?<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Encourage providers to put the right telehealth foundations in place<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer providers incentives for delivering telehealth services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make it easy to communicate with providers through cloud communication technology<\/span><\/li>\n<\/ul>\n<h3><b>Encourage providers to put the right telehealth foundations in place<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Although telehealth has the potential to improve the patient experience, providers risk missing an important opportunity if they don\u2019t put the right technology in place. The right technology is a modern cloud communications platform that supports telehealth service delivery and numerous other collaboration workflows.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A<\/span>\u00a0<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/digital-healthcare-and-patient-experience-what-consumers-want\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">telehealth communications platform<\/span><\/a><span style=\"font-weight: 400;\"> incorporates messaging, video, phone (MVP), document sharing, and task assignments all within defined and focused groups and through a single application. Through these integrated capabilities, providers can connect to patients through their preferred channels and coordinate care across their aligned care teams.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Payers could encourage their network providers to increase virtual care visits by offering access to telehealth services through their own cloud-based platform. Offering technical support and training can also go a long way to a smooth implementation.<\/span><\/p>\n<h3><b>Offer providers incentives for delivering telehealth services<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Will providers continue to deliver telehealth services as we embark on the road to recovery? Before March 2020, many providers didn\u2019t have an incentive to deliver telehealth services to patients. Reimbursement was either low or non-existent, and there wasn\u2019t a compelling reason for virtual visits.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">During the public health crisis, the risk of spreading a deadly disease forced providers to close their offices and offer virtual appointments. The government changed regulations regarding reimbursements for telehealth services, making telehealth a viable option for providers. Yet, will those changes stay in place after recovery?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In addition to adequate compensation for telehealth services, payers should motivate providers with incentives for delivering telehealth services. Incentives could include financial or other kinds of rewards (in keeping with regulations).<\/span><\/p>\n<h3><b>Make it easy to communicate with providers through cloud communications technology<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Payers and providers have long had an adversarial relationship; payers don\u2019t understand the logic behind providers\u2019 treatment plans, and providers complain that payers don\u2019t supply adequate reimbursement. This situation could continue into the recovery, which could have a negative impact on providers\u2019 delivery of healthcare services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why it\u2019s critical for payers to communicate clearly and effectively with providers. A cloud communications platform with messaging, video, and phone (MVP) capabilities makes it easy to connect with providers and members to quickly resolve billing issues.<\/span><\/p>\n<h2><b>RingCentral: Supporting payers with the right cloud communications platform<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s cloud communications platform supports healthcare payers and plans<\/span> <span style=\"font-weight: 400;\">as they work with providers and members to navigate the new normal. Our platform enables communication through a variety of channels for a better payer and member experience. To see how our solution can help you, request a demo at <\/span><a href=\"https:\/\/www.ringcentral.com\/payers\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">ringcentral.com\/payers<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Between March 2020 and now, patient behaviors have changed dramatically. Thanks to a global public health crisis, going to a healthcare provider is no longer routine; it\u2019s become fraught with risks for both patient and provider. As a result, telehealth usage has skyrocketed. Cigna took note of this in a survey published in March 2021. &#8230;<\/p>\n","protected":false},"author":292,"featured_media":47535,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674,33837],"tags":[1855,16625,7361,7968,10896,7970],"class_list":["post-47533","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","category-telehealth","tag-cloud-communications","tag-collaborative-communication","tag-communications-platform","tag-patient-engagement","tag-patient-experience","tag-telehealth"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Claims data reveals changing patient behaviors | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Patient behaviors are changing according to claims data. 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Here&#039;s how RingCentral, a cloud communications platform, can help payers navigate the new normal.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-05-03T11:00:04+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-26T05:59:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/changing-patient-behavior-1.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Lance Mehaffey\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lance Mehaffey\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/\"},\"author\":{\"name\":\"Lance Mehaffey\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/a6b1815c7d4a150371b61ed482d66f5e\"},\"headline\":\"Claims data reveals changing patient behaviors\",\"datePublished\":\"2021-05-03T11:00:04+00:00\",\"dateModified\":\"2024-07-26T05:59:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/\"},\"wordCount\":1067,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/changing-patient-behavior-1.jpeg\",\"keywords\":[\"cloud communications\",\"collaborative communication\",\"communications platform\",\"Patient Engagement\",\"patient experience\",\"telehealth\"],\"articleSection\":[\"Healthcare\",\"Telehealth\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/\",\"name\":\"Claims data reveals changing patient behaviors | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/claims-data-reveals-changing-patient-behaviors\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/changing-patient-behavior-1.jpeg\",\"datePublished\":\"2021-05-03T11:00:04+00:00\",\"dateModified\":\"2024-07-26T05:59:09+00:00\",\"description\":\"Patient behaviors are changing according to claims data. 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