Page 7 CaseStudiesinTelehealthAdoptionCenturaHealthatHomeHomeTelehealthastheStandardofCare

centurA heAlth At home: home teleheAlth AS the StAndArd oF cAre 7

Exhibit 4. Telehealth Patient Satisfaction Survey Results:
Centura Health at Home Remote Patient Monitoring
5=completely agree 0=completely disagree

Mean score

5
4

3
2

1

0
Recommend telehealth
Uncomfortable with technology
Training and support Ease of use More motivated Health improved Took too much time Just as good as home nurse
Worried About privacy
More involved with health care

Area of inquiry

LESSONS LEARNED nursing staff can demonstrate the value of the inter-
Lessons learned at CHAH from the integration of vention without negatively affecting the workflow of
telephonic telehealth with home telehealth highlight clinicians. As a result of the improved chronic disease
several critical program areas for the successful imple- management in the program, field nurses were able
mentation of telehealth at scale and on a sustained to focus their time and attention on visits dictated by
basis: staff engagement; training and support; working urgent health circumstances, rather than regular assess-
with vendors to select solutions that scale while meet- ments, which can be routinely conducted via telehealth
ing the broader patient population’s needs; and modi- equipment.
fying care management practices to reflect telehealth- Effective nurse communication training is
enabled efficiencies. vital to patient enrollment and engagement. Home
Staff engagement and buy-in are critical to Service Coordination Nurses—the nursing staff who
program success. For the program to be successful, introduced patients to the program during their hos-
home care nurses and clinicians must see value in the pital stay—required additional training for effective
telehealth intervention for patients, nurses, and physi- communication, particularly to emphasize the value
cians. One potential strategy is hosting an open house of the program to patients. Clinical call center nurses
for the home care nurses to interact with the telehealth also benefited from effective communication training
technology and ask questions. Key discussion points to bolster confidence in decision-making processes to
used during such events should demonstrate the value actively manage patients in response to issues raised
of the telehealth intervention to patients, nurses, and during calls. Training focused on key words and
clinicians by focusing on outcomes, visits/episode, phrases that are simple yet effective in describing the
rehospitalization rate, as well as patient satisfaction program and on the intended outcomes for the patient.
data. Discussing how the program can improve chronic There was also some scripting of the initial RN call to
disease management by extending the reach of the the patients after the technology installation, as well as