Super-Supporters - Virtual Care Technology Navigators

Wake Forest University (WFU)

Status: Completed

Conditions: Telemedicine

Treatments: Other: Super Supporter Support; Other: Enhanced Usual Care

Study type: Interventional

Funder types: Other

Identifiers

NCT06841081

IRB00078662

Details and patient eligibility

About

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.

Full 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.

Enrollment: 1,111 patients

Sex: All

Ages: 18+ years old

Volunteers: Accepts Healthy Volunteers

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.

Trial design

Primary purpose: Health Services Research

Allocation: Randomized

Interventional model: Parallel Assignment

Masking: Double Blind

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1,111 participants in 2 patient groups

Enhanced Usual Care

Active Comparator group

Description:

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.

Treatment:

Other: Enhanced Usual Care

Super Supporter Support

Experimental group

Description:

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.

Treatment:

Other: Super Supporter Support