A national telehealth company, ClientCo decided to embed their telehealth solution into pre-existing brick and mortar clinics with chosen committed partners. To do this, ClientCo needed help conceiving their telehealth offering, developing clinical workflows, identifying software, launching the platform and training staff. ClientCo engaged Zaazi to lead this implementation.
Opportunity
ClientCo’s objective was to demonstrate to a partner the following:
- Embedded telehealth providers could improve access to mental health services in rural areas
- Non-mental health providers can collaborate with mental health providers effectively
- Patient population health outcomes can improve
ClientCo wanted to open 15+ embedded telehealth clinics, therefore the process needed to prove scaleable. The health care data collected needed to be secure and reportable so ClientCo could promise secure patient information, maintain regulatory compliance and protect their enterprise value.
Zaazi was engaged for its expertise in telehealth and to leverage the following experience:
- Successfully launching a secure and seamless telehealth offering
- Delineating the parties responsible for each clinical component (lab results, scheduling, etc)
- Interoperability between clinic EHR and telehealth EHR
- Ensuring the telehealth workflow fits within the clinic’s workflow
- Documenting and training all staff on their workflows
- Continued monitoring and collaboration with telehealth EHR feature releases
- Fluency in clinical vocabulary and concerns
Results
Zaazi successfully launched 15+ clinics in an acceptable time frame for the business case. Any larger issues that arose after launch were resolved within 7 business days and rarely happened again. Through the reporting functions, the telehealth company was able to demonstrate to their partner that embedded telehealth increased access to mental health care services in rural areas. The clinic staff reported more awareness of and collaboration with the patient’s mental health services. As a result of these successful clinic launches, ClientCo was rewarded with a contract for more telehealth services.
Metrics
- 15+ clinics launched in 3+ states
- 15+ EHR instances set up and administered across 200 users
- 150+ staff trained
- ~6 custom workflows totalling ~400 steps
- 10 exportable reports
- 9 custom user roles defined and documented
- 100+ pages of training documentation and videos
- 20+ EHR administration workflows developed, documented and trained