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C. Von Dohren



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    OS03 - Geography and Telehealth: It's Not Always Distance (ID 6)

    • Event: e-Health 2018 Virtual Meeting
    • Type: Oral Session
    • Track: Clinical Delivery
    • Presentations: 1
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      OS03.01 - IH Telehealth Patient Experience Project (ID 86)

      C. Von Dohren, Telehealth, Interior Health; Kelowna/CA

      • Abstract
      • Slides

      Purpose/Objectives: The purpose of this project is to evaluate the telehealth patients’ experience, to assess the quality of care we provide, and to ensure alignment with both accreditation standards and Interior Health’s five key strategies. The data gathered and analyzed from this audit is part of a strategy to support quality, safety, and standardization. The findings from this project will help to establish recommendations to improve the quality of the patient care experience, and allow for continued growth and sustainability of our Telehealth program.

      Methodology/Approach: We developed a standards based auditing tool to obtain both qualitative and quantitative data to measure the current telehealth patient experience state. The auditing tool encompasses a multitude of criteria to assess current state; the criteria is categorized into themes such as quality & safety, accessibility, privacy & security, resources, efficiency, and overall workflow. The audit will encompass a review of current documentation, staff interviews, and observations of current practices. A representative from the telehealth team will audit pre-selected acute care sites to obtain data. This data will be analyzed for each site and then compared against other sites assessed. A qualitative measure of the patient’s experience will be attributed by a global score ascertained from a five-point Likert scale. A quantitative measure will be determined from observations and open-ended questions to staff members

      Finding/Results: The results of the data collected from each site will be analyzed for compliance with Accreditation standards. The results from each site will act as a baseline of current practices and allow for comparison between sites and future audits. Discussion and evaluation of these results to identify deficiencies and an acceptable action plan to improve services to be implemented before the 2019 Telehealth Accreditation Survey. These results will further act as a catalyst to define IH Telehealth standards.

      Conclusion/Implications/Recommendations: The analysis will be disseminated to our quality control advisory committee to implement recommendations. Once change has been implemented, a subsequent audit will be performed at the same site to confirm compliance and identify problems or issues. The auditing tool developed will be utilized as part of an ongoing audit process to measure compliance and to meet the evolving Accreditation Telehealth Standards.

      140 Character Summary: Evaluate current practices against Telehealth Accreditation Standards by creating an auditing tool to identify gaps and plan for improvements.

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