Super-Supporters - Virtual Care Technology Navigators

Wake Forest University Health Sciences1,111 enrolled

Overview

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.

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.

Study Type

INTERVENTIONAL

Allocation

RANDOMIZED

Purpose

HEALTH_SERVICES_RESEARCH

Masking

DOUBLE

Enrollment

1,111

Conditions

Telemedicine

Interventions

Enhanced Usual CareOTHER

Offer written instructions to the patient and refer the patient to their clinical team if they have unresolved issues.

Super Supporter SupportOTHER

Assist and troubleshoot with the patient including a practice video visit.

Eligibility

Sex: ALLMin age: 18 YearsHealthy volunteers:

Medical Language ↔ Plain English

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.

Locations (2)

Atrium Health

Charlotte, North Carolina, United States

Atrium Health Wake Forest Baptist

Winston-Salem, North Carolina, United States

Outcomes

Primary Outcomes

Rate of Successful Video Visits

Data will be collected from electronic health record review

Time frame: Up to Week 3

Secondary Outcomes

Health Care Climate Questionnaire (HCCQ)

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.

Time frame: Month 6

Data from ClinicalTrials.gov

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