The world needs more than just telemedicine.

Last month, Google searches for ‘telemedicine’ rose by 645%. ‘Telehealth’ saw an even larger leap: queries rose by over 1200%. Everyone—and their doctors—are scrambling to locate and learn about how healthcare can be done during COVID-19.

But there is another type of digital support on the rise. One less discussed in news cycles yet flourishing across Massachusetts and across the country.

Human services agencies are stepping up to deliver ‘telecare,’ finding innovative ways to provide their services virtually to those who need them the most.

Getting telecare services up and running.

One provider leading the telecare charge is NuPath, a human services agency out of Woburn, MA, that rapidly transitioned their programs, services, and administration to operate completely online as soon as the coronavirus hit the state.

“It’s been amazing to see how fast we got up and running,” says Brett Reily, Vice President of Marketing and Communications at NuPath. “From the moment we begin with our virtual morning meetings, our days are packed with activities—exercise classes, art classes, job trainings—all happening online. Everything is changing, but the fact that we can continue our programs has meant the world to the families we serve.”

“Our days are packed with activities—exercise classes, art classes, job trainings—all happening online.”

Brett Reily, Vice President of Marketing and Communications at NuPath

What accounted for the relatively smooth transition? Reily and others cite a focus on innovation and organizational readiness as integral to NuPath’s success. In an industry that rarely receives attention and resources for Big Tech, NuPath has taken matters—and technology—into their own hands. 

“Long before this crisis, we had strategically positioned ourselves to use technology in our programs,” says Dan Lannan, NuPath’s Senior Vice President of Operations. “We knew the world was going that way and wanted to be at the forefront. Since having to close our day programs, we’ve activated numerous technologies that were already in place and ready to go.”

Learning from others.

How do you pioneer new ways of delivering care without jeopardizing its quality?

For providers like NuPath, whose entire business hinges on delivering personalized, compassionate care to the people they serve, this is the burning question.

One place they’re searching for answers: outside their industry. A core component of their thought-leadership is that to find solutions for your community, you have to look beyond it.

One telehealth leader to watch is Commonwealth Psychology Associates, a Boston-based multi-specialty psychological counseling and behavioral health center that, similarly to NuPath, implemented telehealth services well before COVID-19.

Committed to being at the forefront of the mental health industry and increasing access to care, the company not only transformed their internal operations to provide virtual therapy and counseling as well as psychiatry and medication management, they became advocates at the state level.

Caitlin Schwager, CPA’s Director of Communications, is a regular participant in a roundtable discussion group with Boston City Councilor Annisa Essaibi George to strategize about improving access to mental health care in Boston. She is also active with her Commonwealth Psychology colleagues in working with state lawmakers to create legislation that would require health insurance companies to provide expanded coverage for telehealth services as well as equal reimbursement rates for providers. Traditionally, telehealth mental and behavioral services have not been reimbursed at the same rate—if at all—as in-person services.

“Especially in the care industry, our day-to-day is so consuming right now,” she explains. “But having leaders who can see what might be coming down the road, what trends in technology are coming up, and then plan creatively and strategically for that is what makes all the difference.”

Out of the fire and into the future.

What good can come out of a pandemic? Even as the world endures so much pain and suffering, positive changes, incredibly, miraculously, are happening too.

“Industries that have always been overlooked, that have been thought of as ‘the underdog,’ are suddenly moving forward in ways the world didn’t expect,” says Reily. “We’re innovating our way forward.”

Might such regulation hold beyond COVID-19? Perhaps this moment of immense pressure has galvanized leaders to act, putting into law measures that increase accessibility and equity for all. 

Meanwhile, those delivering care are getting more creative and more innovative than ever before. And what they create now, in this time of dire need, may forever change how we care in the future.