Telemedicine
Conditions
Keywords
virtual health, virtual telehealth, telemedicine
Brief summary
The Super-Supporter Program is designed to provide pre-visit support to patients who are at risk of not being able to participate in Virtual Care modalities (specifically, Clinical Video Visits). Patient technology navigators (Super-Supporters) will reach out before video visits and help the patient connect more easily and successfully with their providers in Virtual Care appointments.
Detailed description
The Super Supporter Technology Navigator Program was designed to support patients, across the health system, to connect more easily and successfully with their providers in Virtual Care appointments. Super Supporters call patients in advance of Virtual Care appointments to remind them of their appointment, ensure that they have a device on which to conduct the appointment, set up the device for a successful Virtual Care appointment, help them set up and log into their patient portal account, and practice connecting with their provider using a practice virtual video visit. This research study is designed to determine differences in connection rate, patient reported health, patient access and responses to a healthcare climate questionnaire by comparing those helped by a Super Supporter and those supported by an Enhanced Usual Care program.
Interventions
OTHEREnhanced Usual Care
Offer written instructions to the patient and refer the patient to their clinical team if they have unresolved issues.
OTHERSuper Supporter Support
Assist and troubleshoot with the patient including a practice video visit.
Sponsors
Wake Forest University Health Sciences
Study design
Allocation
RANDOMIZED
Intervention model
PARALLEL
Primary purpose
HEALTH_SERVICES_RESEARCH
Masking
DOUBLE (Subject, Outcomes Assessor)
Intervention model description
The study design is a randomized implementation of the quality improvement program, the Super-Supporter program, with post-implementation evaluation using patient assessments (24 hour survey and six month survey). Investigators will use a randomization protocol especially suited to comparison of a best standard compared with an enhanced intervention: the Zelen protocol. In this protocol, randomization occurs prior to calling patients and enrolling them in the evaluation. A cluster-randomized design will be used with 1-week intervals as the randomization cluster. All patients called within a given week will be randomized to the same group. Allocation of weeks to group will be determined by a block-randomization table establish prior to trial initiation.
Eligibility
Sex/Gender
ALL
Age
18 Years to No maximum
Healthy volunteers
Yes
Inclusion criteria
* Scheduled for a video visit with a provider at Atrium Health (all locations) * Identified as at risk of a failed video visit using criteria (1) a failed prior video visit (a discrete data field noting a prior visit was unsuccessful or converted to telephone-only visit), or 2) no prior access to the Electronic Health Record-connected patient portal
Exclusion criteria
* Patient plans to change visit to in-person or telephone only * Patient declines assistance from the Super-Supporter program.
Design outcomes
Primary
| Measure | Time frame | Description |
|---|---|---|
| Rate of Successful Video Visits | Up to Week 3 | Data will be collected from electronic health record review |
Secondary
| Measure | Time frame | Description |
|---|---|---|
| Health Care Climate Questionnaire (HCCQ) | Month 6 | This 15-item scale assesses participants' perceptions of the degree of autonomy support versus controllingness of relevant healthcare providers. Total score range is 15-105 with higher scores indicating a more positive perception of healthcare communication. |
Countries
United States
Outcome results
None listed