Lumeon, Boston, Massachusetts, USA: Lumeon works with NYC Health, Hospitals to keep frontline workers, patients safe

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COVID-19 introduced unprecedented new demands on the U.S. healthcare system. Increased patient flow placed incredible stress on frontline healthcare workers, particularly in pandemic epicenters such as New York City. Lockdowns and fear of acquiring COVID-19 also caused a significant increase in appointment cancellations that impacted health system revenue. Lumeon, a leading platform for automated care orchestration, was able to quickly pivot the capabilities of its solution to address these pandemic-driven needs. To help health systems better manage the surge of incoming patients and allow frontline healthcare workers to focus on those most in need of serious medical attention, Lumeon quickly developed a COVID-19 remote home monitoring solution. The solution is designed for patients that present at the ED with COVID symptoms and even test positive for the virus, but whose oxygen saturation levels aren’t serious enough to warrant hospital admission. Upon discharge from the ED, patients self-enroll in the Lumeon solution, which sends secure text messages to them every 12-24 hours to assess symptoms. If a patient reports escalating symptoms, they receive a follow-up call from a care team member and, if necessary, are referred to a hospital for appropriate care. The remote monitoring solution helps triage patients in the ED, freeing up capacity at the hospital while providing a safety net for patients with mild to moderate COVID symptoms. Lumeon initially worked with NYC Health + Hospitals on the initiative and launched the solution in only eight days. Lumeon also worked with NYC Health + Hospitals on an appointment reminder solution designed to combat the 20-40% no-show and late cancellation rates the health system experienced during the height of the pandemic. The solution integrates with the health system’s Epic EHR and sends patients SMS appointment reminders three days and one day prior to a scheduled appointment. Patients can confirm, cancel, and reschedule appointments via the solution. They can also elect to be connected to an operator or replace an in-person appointment with a telehealth visit. The solution helped reduce NYC Health + Hospitals’ no-show rate by 29%, contributing to $18.2 million in projected revenue savings.

Essay of up to 350 words

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The attached COVID-19 Remote Home Monitoring Solution graphic outlines the solution’s workflow and illustrates how patients continue to be monitored by SMS or phone until their symptoms improve or hospitalization is required. An attached news story also provides a first-hand account of the value of the Lumeon COVID-19 Remote Home Monitoring Solution from Dr. David Silvestri, Emergency Physician and Senior Director of Care Transitions and Access at NYC Health + Hospitals. In the story, Dr. Silvestri documents how the text-based solution’s availability in 14 languages allowed the health system to cover 99% of the patients they serve. He also explains how the solution was successfully deployed in NYC Health + Hospitals COVID testing centers, and later in all of New York’s COVID testing and tracing programs. The solution is now available to monitor anyone in New York that has tested positive for the virus. Dr. Silvestri also believes there is an opportunity to modify the solution to accommodate chronic conditions such as heart disease, diabetes, and COPD.

The attached NYC Health + Hospitals case study also documents the impetus and results of the Lumeon appointment reminder solution. Namely, how the solution led to a 29% reduction in no-show rates, a projected $18.2 million in saved revenue, and high patient response rates.