Super-Supporters - Virtual Care Technology Navigators

Study Results

Results pending

The study team has not published outcome measurements, participant flow, or safety data for this trial yet. Check back later for updates.

Basic Information

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Recruitment Status

COMPLETED

Clinical Phase

NA

Total Enrollment

1111 participants

Study Classification

INTERVENTIONAL

Study Start Date

2021-11-01

Study Completion Date

2025-01-21

Brief Summary

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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.

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Detailed Description

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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.

Conditions

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Telemedicine

Study Design

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Allocation Method

RANDOMIZED

Intervention Model

PARALLEL

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.

Primary Study Purpose

HEALTH_SERVICES_RESEARCH

Blinding Strategy

DOUBLE

Participants Outcome Assessors

Study Groups

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Enhanced Usual Care

At the beginning of the call for patients randomized to Enhanced Usual Care, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they are prepared to log into the video visit. If they are not, the Super Supporter will offer to send written instructions to the patient and refer the patient to their clinical team if they have unresolved issues. Then, they will tell the patient about the research the team is conducting and ask if they would like to participate. If so, the Super Supporter will follow the same protocol for Super Supporter intervention in telling them about the study. If they are interested, as with the other randomized group, REDCap will send the survey by email link with the info sheet included at the beginning.

Group Type ACTIVE_COMPARATOR

Enhanced Usual Care

Intervention Type OTHER

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

Super Supporter Support

At the beginning of the call for patients randomized to Super Supporter support, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they would like assistance connecting with their upcoming visit. Once the Super Supporter has assisted and trouble shot with the patient and conducted a practice video visit, they will tell the patient about the opportunity to participate in the research study and ask if they would like to participate . If so, the Super Supporter will select yes that they are interested in REDCap and REDCap will automatically send the initial survey with the verbal consent included as the face page to the survey.

Group Type EXPERIMENTAL

Super Supporter Support

Intervention Type OTHER

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

Interventions

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Enhanced Usual Care

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

Intervention Type OTHER

Super Supporter Support

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

Intervention Type OTHER

Eligibility Criteria

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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