Virtual Health Program Success 101

Virtual Health Program Success 101

Very often we speak to healthcare organizations that say they either have started a Virtual Health program or want to establish one. Frequently they have started with a patient portal and believe they are well on their way to planet Virtual Health. Unfortunately, this is not the case. We often advise from experience that for Virtual Health sustainability and success key processes cannot be circumvented. This means executing a need evaluation, a care services delivery plan, a business plan, a technology plan, a personnel training plan, a pilot to evaluate the care and technology plans, and an evaluation of outcomes. Most times this seems overwhelming because of three main issues; (1)The healthcare organization has already tethered itself to a vendor and therefore put the "technology cart" before preparing the "racehorse"; (2) Most health systems don't recognize it is 80% about change management and 20% about the technology; and (3) No distinction is made between implementation and adoption. Inspite of the initial good intentions, they end up with a "square peg in a round hole" problem coupled with a negative return on investment.

The following 10 point assessment is a preliminary eye-opener into figuring out your health service organization's maturity in the "Virtual Health Adoption Model":

1. What do you mean by Virtual Health?

2. How do you distinguish between implementation and adoption with respect to Virtual Health and other Health IT programs?

3. What patient, provider and organizational needs will be met?

4. Have other healthcare organizations attempted to address needs similar to yours?

5. Are you aware of any relevant models?

6. Have you contemplated what evidence-based practices you should incorporate? 

7. Do you have a realistic idea of what the demand would be for the Virtual Health services proposed?

8. How can you drive greater demand for the same?

9. Have you estimated the cost of the typical units needed for equipment, training, additional human resources or contractors with the necessary scheduling, patient presentation, and technical support?

10. What are the potential funding options that would facilitate the sustainability of the program and how does reimbursement, grants and other revenue streams subsidize your Virtual Health program costs?

Addressing the questions above in a formal manner is critical to getting started on the road to a successful Virtual Health program characterized by going beyond implementation to adoption, the delivery of intended health outcomes and a positive return on investment.