Health systems seek out patient feedback to improve telehealth platform

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, Health systems seek out patient feedback to improve telehealth platform

As Jefferson Well being in Philadelphia noticed its telehealth platform volumes skyrocket throughout the first few months of COVID-19, technical glitches began occurring.

In mid-March, complaints from suppliers and sufferers about technical issues stored cropping up. They cited video and audio points as visits utilizing Jefferson’s digital platform rose by as much as fiftyfold.

To grasp extra in regards to the technical challenges, Jefferson rapidly instituted a survey that pops up instantly after visits for each the affected person and the supplier, asking in regards to the units getting used and particulars on the audio and visible issues. The well being system has since acted on lots of these issues, working with its know-how associate to repair back-end issues inflicting glitches.

The modifications have made for a significantly better platform, stated Dr. Judd Hollander, who leads Jefferson Well being’s telehealth program referred to as Jeff-
Join.

Sufferers and suppliers “drove us to dramatically enhance the product,” Hollander stated.

Jefferson’s expertise echoes that of different well being programs responding to the expansion of telehealth companies. When COVID-19 emergency orders went into impact in mid-March, some suppliers needed to rapidly create telehealth platforms or construct out present ones to fulfill the heightened demand. Issues rapidly got here to the forefront with the know-how and the way it match into the patient-care workflow.

Well being programs that see telehealth becoming into their future long-term are actually working by means of these challenges, and are seeing that the important thing to discovering options is listening to from sufferers and workers instantly.

“We’re seeing well being programs taking actions now to handle these points,” stated Brian Kalis, managing director of digital well being at Accenture. “Compelled adoption actually accelerated and dropped at gentle various the challenges that existed earlier than.”


The strain is on for well being programs to create digital experiences sufferers will take pleasure in or danger dropping out on income. Within the digital age, shoppers have excessive expectations of what these platforms ought to be like. “Methods are now not simply competing with different well being programs of their area, they’re competing with the experiences folks have of their day by day lives from different manufacturers—that’s the bar,” Kalis stated. “When these experiences are cumbersome, that may result in selecting one supplier over one other … and in probably the most excessive case, even switching suppliers.”

Telehealth’s elevated recognition has prompted Stanford Well being Care to completely rethink how it’s assessing sufferers’ expertise with the platform. The California system now does about 62,000 telehealth visits a month, up from a couple of 1,000 a month earlier than COVID-19.

Now that volumes have stabilized and are staying sturdy, Alpa Vyas, vice chairman for affected person expertise at Stanford, stated management noticed a possibility to mirror on classes realized throughout the development interval and methods to enhance affected person expertise.

Stanford requested greater than 50 sufferers and a few physicians who’ve skilled video visits for suggestions on what didn’t work and what varieties of questions ought to be included on a telehealth survey. The result’s a brand new survey that’s extra versatile and particular to the Stanford expertise, stated Mysti Smith-Bentley, government director for service excellence at Stanford.

The earlier survey was static and restricted how a lot beneficial intel it was gathering, she stated, as a result of questions weren’t modified steadily and weren’t particular to Stanford.

The brand new survey, launched on the finish of June, asks about pre-visit scheduling and directions; connecting to the go to; wait occasions; visible and audio communication with the supplier; and post-visit planning. There may be additionally a piece for sufferers to supply feedback in regards to the go to total and the supplier.

Smith-Bentley stated Stanford plans to take away gadgets when it seems a problem has been addressed after which add new gadgets with more moderen issues.

“Even now if we see that 95% to 99% of sufferers inform us one thing isn’t an issue, we must always ask one thing that’s extra related so we will proceed to enhance,” she stated.

The survey’s response charge is about 25%, which is increased than for Stanford’s inpatient surveys. The survey exhibits up within the affected person portal instantly after the doctor ends the go to.

An early perception so removed from the survey is that the effectiveness of doctor communication determines how sufferers understand the general go to. Smith-Bentley stated if sufferers don’t give the query concerning doctor communication a excessive rating, the general ranking of the go to drops by 30%.

“Folks worth the (relationship with their supplier) immensely, no matter how they work together with them,” Vyas stated.

In response to this discovering, Stanford will start coaching suppliers in communication expertise throughout telehealth visits. The system is growing the content material now, with the coaching obtainable in early 2021.

“We’re digging into a number of the info however that was one early perception that we’re taking motion on instantly,” Smith-Bentley stated.

Well being system digital leaders say the power to get knowledge from the affected person expertise surveys instantly is essential to bettering telehealth platforms.

Since COVID-19, North Carolina-based Novant Well being has added icons to its affected person portal indicating if a go to will likely be carried out over video, cellphone or in-person, in response to suggestions from sufferers in surveys that they had been confused about what sort of go to they had been having. Moreover, Novant has modified directions on the best way to entry digital visits, creating detailed step-by-step guides in addition to movies on its web site demonstrating how they’re carried out.

“All (the modifications) got here from affected person suggestions,” stated Dr. Hank Capps, Novant’s chief digital well being and engagement officer.

The actual-time suggestions is feasible as a result of Novant has created its personal survey, Capps added.


Distributors reminiscent of Press Ganey provide telehealth surveys however that method is unappealing to some supplier organizations. Hollander at Jefferson Well being stated the system prefers its personal surveys as a result of it will get outcomes again straight away when a affected person completes the survey, permitting issues to be recognized rapidly. Jefferson also can change questions at any time. 

“I can resolve tomorrow that everybody who is available in with a cough is requested, did you get antibiotics?” he stated.

Nonetheless, Press Ganey has seen a major improve in using its telehealth affected person expertise survey since COVID-19. From April 1 to Sept. three, it administered 19.9 million telehealth surveys; in roughly the identical interval final yr, Press Ganey despatched out 23,000 surveys.

Press Ganey launched its telehealth survey about two years in the past and it may be accomplished over e-mail or textual content, stated Chrissy Daniels, chief expertise officer on the firm.

Daniels stated Press Ganey can customise survey gadgets for patrons, however system digital well being officers nonetheless commented that the method is simply too gradual in contrast with doing it in-house.

Baylor Scott & White Well being is likely one of the well being programs utilizing Press Ganey’s telehealth survey and it really works for them as a result of sufferers’ expertise with the digital platform may be in comparison with in-person medical visits, stated Sunni Barnes, vice chairman of affected person expertise and client analytics.

The Dallas-based system has been utilizing Press Ganey’s medical go to survey for “many, a few years,” Barnes stated, so that they have a stockpile of information to check with the telehealth expertise.

One other profit to utilizing a vendor is that Press Ganey gives stories analyzing how Baylor is acting on telehealth affected person expertise in contrast with its friends. “One of many benefits … is you get the benchmark capability,” stated Dr. Tiffany Berry, chief medical officer of the well being system’s high quality alliance.

The federal authorities can also be leaping on the bandwagon of telehealth affected person expertise surveys. Trendy Healthcare reported final month that the Company for Healthcare Analysis and High quality will likely be releasing a beta model of a telehealth survey for suppliers to make use of someday this month.

Digital leaders at well being programs with a customized survey stated the enchantment of AHRQ making a telehealth survey is the potential that the company will publish outcomes so suppliers can examine their efficiency with that of their friends.

“We wish to have metrics that examine us to different well being programs,” Hollander stated. He added Jefferson would proceed to make use of its customized survey for enchancment work.

AHRQ’s telehealth survey continues to be in testing mode and subsequently outcomes received’t be publicly posted as is completed for surveys from physician’s workplace visits and well being plans, stated Caren Ginsberg, director of AHRQ’s Shopper Evaluation of Healthcare Suppliers and Methods surveys program.

Stanford’s Smith-Bentley stated though she is within the questions AHRQ has chosen to incorporate and the survey’s design, a paper-based survey can be “foolish.”

AHRQ hasn’t but selected the survey’s mode, however CMS collects surveys utilizing paper and phone, which is unpopular amongst suppliers.


Moreover asking sufferers about their expertise, well being programs are additionally gauging suggestions from workers members about the best way to enhance the telehealth platform.

Jefferson has had a telehealth program for years, however solely medical doctors prepared and had been taking part. COVID-19 has introduced on physicians who had no different selection as their clinics closed for in-person care within the early months of the pandemic.

On condition that, Hollander stated there was a number of complaining from clinicians about what they thought was flawed with the platform.

“We designed a really perfect use (of the platform) for individuals who wished to make use of it, however we needed to redefine ultimate use for individuals who by no means wished to be doing telemedicine however wanted to,” he stated.

Since COVID-19, a survey instantly after a go to asking questions on technical challenges goes to the supplier along with the affected person. The doctor suggestions has pushed leaders to make modifications to the platform, reminiscent of eradicating the registration course of for sufferers already within the system as a result of it was redundant and time consuming.

Jefferson’s hiccup charge, which describes when a go to has technical glitches, is now below 10%, however for some suppliers it’s upwards of 30%. Hollander stated Jefferson is now geocoding the place suppliers are doing these visits to grasp if it’s a problem the system can resolve or one thing the supplier would possibly want to handle, reminiscent of buying a extra highly effective router.

Hollander stated it’s important suppliers assist the telemedicine expertise as a result of knowledge present sufferers are extra probably to make use of the platform if their supplier recommends it.

“I must make this a superb expertise for the suppliers to allow them to make it a superb expertise for the sufferers,” he stated.


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