Transforming Care Through Digital Solutions

William Manzie, a seasoned healthcare professional with a remarkable 30- year track record in clinical and operational enhancement, currently serving as the Administrative Director of Telehealth Strategy at Memorial Healthcare System. William’s outstanding leadership abilities, exceptional communication skills, and a proven history of collaborating with teams and leaders to pioneer innovative service line strategies have resulted in the successful launch of numerous digital health initiatives. Notably, he holds the distinction of establishing Florida’s first reimbursed managed care telehealth program and possesses a diverse skill set spanning strategic planning, physician network development, process optimization, and financial analysis. William’s unwavering commitment to quality improvement, business development, employee engagement, and the seamless implementation of IT solutions make him an invaluable asset for organizations aiming to expand their digital health footprint.

WHAT ARE YOUR CURRENT ROLES AND RESPONSIBILITIES WITHIN YOUR ORGANIZATION TODAY?

I entered the telehealth field in 2012, initially working with a hospital robot project. However, my interest grew as I explored new ways to engage with patients through the robot. In 2013, I was recruited to establish a telehealth program at a children’s hospital in South Miami, marking the early days of telehealth in Florida. Subsequently, I returned to Memorial Healthcare System in 2016 to initiate their telehealth program, focusing on strategic planning, consumer engagement, and partnerships. When COVID-19 emerged, my prior experience allowed our program to swiftly transition into a hospital-wide initiative, spanning six hospitals. Post COVID, we continued to expand telehealth’s reach, emphasizing patient-centered care, education, medication management, digital health literacy, and clinical consultations. Telehealth has become an integral part of healthcare, aligning with my belief that it would one day be a standard component of care delivery, if it hasn’t already reached that point.

WHAT ARE THE KEY CHALLENGES IN THE RECENT TELEHEALTH LANDSCAPE, AND WHAT PAIN POINTS HAVE EMERGED IN THIS SPACE?

In recent times, the telehealth sector has faced notable challenges across several fronts. Initially, consumer engagement and trust posed hurdles, as many patients were unfamiliar with telehealth and harbored doubts about its efficacy compared to in-person care. While progress has been made in shifting this perception, ongoing patient education remains vital, particularly among older individuals less accustomed to technology. Providers and healthcare organizations have grappled with the adoption of telehealth, often due to technical complexities and time constraints, necessitating the search for user-friendly platforms. Furthermore, government regulations have played a pivotal role, with temporary relaxations during the COVID-19 pandemic raising questions about the future landscape of telehealth and its impact on billing and patient care. These multifaceted challenges continue to shape the evolving telehealth landscape.

WHAT HINDSIGHT INNOVATIONS OR IMPROVEMENTS HAVE EMERGED TO ADDRESS THE CHALLENGES IN THE TELEHEALTH SPACE?

Certainly, addressing the challenges in the telehealth space has been a multifaceted journey. To tackle the education and consumer engagement aspect, active participation in community events, informative articles, podcasts, and open dialogues have played a pivotal role in making patients comfortable with telehealth and dispelling any misconceptions surrounding it.

For healthcare providers and organizations, the pivotal moment arrived with the COVID-19 pandemic, compelling them to embrace telehealth as a necessary means of healthcare delivery. Once they experienced its effectiveness, telehealth became an integral part of their routine care, leading to collaborative efforts to enhance and tailor telehealth programs to meet everyone’s needs.

As for government regulations, proactive involvement has been key. Participation in advisory boards, conferences, and engagement with policymakers at the state and national levels have helped shape the evolution of telehealth and digital health as a whole. Collecting data to substantiate claims about the positive impact of telehealth, such as reduced readmissions and healthcare cost savings, has been crucial in advocating for the value of telehealth and guiding its growth. This active involvement and data-driven approach have played a significant role in shaping the telehealth landscape.

WHAT IS YOUR LEADERSHIP STRATEGY FOR EFFECTIVELY GUIDING AND LEADING YOUR TEAM IN THE IMPLEMENTATION OF NEW TELEHEALTH INITIATIVES WITHIN YOUR ORGANIZATION?

My leadership strategy revolves around innovation, which is the cornerstone of our telehealth endeavors. It entails exploring novel approaches to healthcare delivery, communication, and leveraging technology to enhance patient care. Instead of trying to fit existing programs into our system solely for the sake of novelty, we focus on identifying real problems and determining if telehealth or digital health solutions can genuinely address them.

We prioritize making a meaningful impact, especially for chronic disease patients, by seeking innovative methods to prevent readmissions post-surgery. This includes adopting non-invasive tools for monitoring vital signs, ones that don’t restrict patients like traditional hospital equipment. We collaborate closely with emerging vendors who are pushing the boundaries of technology, creating a partnership where we can enhance the clinical experience.

Furthermore, we believe in expanding the scope of telehealth beyond primary care to encompass specialized services, particularly in behavioral and mental health. This holistic approach allows us to tackle critical issues such as mental health in schools and within our patient population, viewing digital health as a versatile tool to address a wide array of challenges. Ultimately, our strategy is rooted in continuous innovation and the strategic application of telehealth to provide better, more accessible care.

WHAT IS YOUR VISION FOR THE FUTURE OF TELEHEALTH IN THE COMING YEARS, AND WHAT POTENTIAL DISRUPTIONS DO YOU ANTICIPATE IN THE TELEHEALTH LANDSCAPE?

In the near future, I envision a rapid and widespread adoption and integration of telehealth into the healthcare landscape. This isn’t limited to consumer adoption; it extends to healthcare vendors, who are increasingly harnessing artificial intelligence and digital technologies to enhance their offerings. The integration between various platforms is evolving, with a shift from multiple standalone applications to seamless integration with major EMRs like Epic and Cerner. Regulatory changes are also expected, driven by CMS and government initiatives to redefine healthcare delivery through telehealth. Mental health services, particularly in Telepsychiatry, are poised to expand significantly to address the pressing mental health needs in the nation. Overall, there will be a heightened focus on increasing awareness and access to mental health services as telehealth continues to transform healthcare delivery.

WHAT ADVICE WOULD YOU OFFER TO YOUR PEERS ON HOW TO ADAPT AND EVOLVE IN THE FACE OF THESE UPCOMING CHANGES IN THE HEALTHCARE AND TELEHEALTH LANDSCAPE?

Two essential pieces of advice for navigating the evolving healthcare and telehealth landscape would be: first, prioritize continuous learning and active participation to stay informed and empowered in the rapidly changing field of digital health. Second, avoid letting the pursuit of perfection hinder progress; it’s okay if things aren’t flawless from the outset. Don’t fear failure, take action, and continuously improve your approach over time.