Use Case

Technology Planning: Managing Virtual Care

The Process of Building a Comprehensive Virtual Care Platform

Whether building, replacing, refining or expanding your virtual care platform, you need a thoughtful approach. As healthcare organizations strive to address regulatory changes, satisfy clinician and patient preferences, and sustain a long-term virtual care plan, an end-to-end technology platform is a must. Following a proven process helps to ensure the healthiest outcome possible.

A Guide to Mapping Your Virtual Care Journey

PHASE 1

Discovery

Start with the basics. Get a clear picture of the requirements, specifications and expected business outcomes for your virtual care program.

Identify high-level project scope and goals.

Define and outline the desired business outcomes.

Secure executive buy-in, roles and responsibilities.

Include key departments and stakeholders involved in virtual care.

Conduct a thorough baseline discussion about top business initiatives and compelling events.

Discuss how the virtual care strategy will impact existing projects and programs.

Close up image of a man looking at laptop screen.

Man and woman reviewing information on a tablet device.

PHASE 2

Technical Baseline Discussion

Have a technical roadmap baseline discussion to understand the current technology landscape and business initiatives in place today.

Gauge the usage of:
- Clinical apps (e.g., inpatient and ambulatory EHRs)
- Telehealth/video endpoints
- Video platforms
- Clinical communication
- Scheduling process(es)
- Workflow integration

Uncover day-to-day virtual care challenges and gaps with the care team.

Identify opportunities to rationalize technologies and associated investments.

Assess the size and scope of locations and care team users.

PHASE 3

Focus Group Interviews

As you prepare to activate your plan, schedule line-of-business focus groups. Identify workflows and use cases with the specific care teams. Understanding the needs and whys of the technology is part of the goal.

Focus groups should include:
- Clinical (patient care team members, both direct and supporting)
- Non-clinical (admin staff)

Line-of-business use cases should explore virtual care applications in:
- Patient to family
- Provider to patient
- Population health management
- Specialty services consults
- Cross-site operations
- Clinical communication

Use open-ended questions to assess workflow and day-to-day challenges and encourage active discussion.

Close up image of a man facilitating an online focus group on a laptop.

Man and woman reviewing information on a laptop.

PHASE 4

Outcomes

A statement of understanding will document the feedback from the business owners within the health systems. Develop a recommendation around the best technology and process for the stakeholders to implement.

Outline current experiences and challenges

Identify use cases and expected outcomes

Prepare a comprehensive report with specific recommendations and best practices

Deliver the report with the strategic plan to phase the recommendations, leading to:
- Cost avoidance
- Increased patient satisfaction
- New revenue streams
- Clinical workflows efficiencies
- Improved quality care
- Successful patient care outcomes

Execute an adoption plan with the following pillars:
- Marketing and communication
- End-user enablement
- IT success sustainment
- Ongoing inspection