Patient Gets Specialty Care at Home with Virtual Visits

Elyria resident Monica Ross is no stranger to medical appointments. Years ago, a blood clot in her left leg landed her in the hospital. That began an avalanche of other diagnoses: pulmonary hypertension, anemia and a heart defect.

She continued working for the American Red Cross, managing the inventory of blood for local hospitals. But throughout years of work stress, she developed more health problems: high blood pressure, high cholesterol and diabetes.

Next came a couple of bouts of pneumonia, which made her breathing difficulties worse.

“Now I’m on oxygen 24/7,” says Monica, age 60. “And my left leg never really got back to normal after the blood clot. It’s still very weak.”

Although her primary care physician was just around the corner from her home, getting to and from medical appointments got harder. Walking in from the parking lot with a walker and oxygen tank was difficult. Sometimes she’d need a wheelchair. And depending on how long she’d be away from home, she’d need to tote more than one oxygen tank.

About two years ago, rather than going to her doctor’s office, Monica began having primary care visits at home through Cleveland Clinic’s Center for Connected Care. It’s a godsend, she says. However, specialist visits still required her to leave home.

“Because I don’t drive anymore, I’d need to get someone to take me to appointments,” she says. “But just riding in a car makes my leg sore. Sometimes I’d schedule medical transport, which isn’t cheap.”

In December 2017, her anemia worsened. She was admitted to Cleveland Clinic for blood transfusions and began seeing hematologist Abdo Haddad, MD at Cleveland Clinic Lorain Family Health and Surgery Center. Through a blood test, Dr. Haddad discovered that Monica had very low levels of vitamin B12, a nutrient necessary for making red blood cells. He prescribed B12 injections to help improve her red blood cell count and treat her anemia.

“I knew I’d need follow-up appointments with Dr. Haddad, so I asked if he offered virtual visits,” says Monica. “I’d heard that some Cleveland Clinic doctors offered them. And I knew that it would save me from having to travel to his office.”

“You don’t have to be computer savvy. If you own a smartphone or tablet, then you probably already know enough to be able to use the virtual visits app.”

The hematology/oncology department at Lorain Family Health and Surgery Center had never done virtual visits before, but they were ready and willing to start. Jennifer Olsen, CNP, was already trained on the technology, so she worked with the department to schedule Monica for a virtual follow-up visit.

After receiving her appointment and instructions via email, Monica downloaded the app on her tablet computer. On the date of her virtual visit with Jennifer, she logged on to the app and clicked on her scheduled appointment. Jennifer soon appeared on Monica’s screen. The two talked face to face, using the camera and microphone on their computers.

“We introduced ourselves, and Monica told me how she was doing,” says Jennifer, who had access to Monica’s electronic medical record. “Then we reviewed the results of her recent blood tests and discussed what steps were recommended to take next.”

A virtual visit was right for Monica because she didn’t require a physical exam at the appointment, explained Jennifer.

“I learned that my B12 injections seem to be working,” says Monica. “I’ll continue having them, and then have another blood test so Dr. Haddad can see if the results are just as good.”

The injections and blood tests are done during her home physician visits, and then she follows up with Dr. Haddad’s office through MyClevelandClinic.

Virtual visits are so much more convenient, she says. And the cost is less expensive than having a transportation service drive her to an in-person appointment.

“I like knowing that I’m helping improve patients’ access to healthcare,” says Jennifer. “Virtual visits allow people to get care at home or work. It can cost less than going to a traditional office visit by not having to pay for transportation, parking or child care. Virtual visits can be a good option for many people.”

Monica encourages others to try it.

“You don’t have to be computer savvy,” she says. “If you own a smartphone or tablet, then you probably already know enough to be able to use the virtual visits app.”