Clinical Videoconferencing in Telehealth by Peter W. Tuerk & Peter Shore

Author:Peter W. Tuerk & Peter Shore
Language: eng
Format: epub
Publisher: Springer International Publishing, Cham

6.7 Evaluation of Process-Oriented Parameters

Evaluation demonstrates the value of services and is key to improving and protecting those services. Ultimately, even the most effective, evidence-based health care is not sustainable unless it meets the minimum acceptable level of success across a myriad of process-oriented outcomes. Indeed, because of the complexity of health care delivery, management, and remuneration, in many realms, process-oriented outcomes are valued above clinical effectiveness. Regardless of how much we may agree or disagree with what is valued when, and in which context, the process of health care is important and there is no doubt that every clinical context is subject to standard or idiosyncratic process-oriented benchmarks . Accordingly, crafting a custom evaluation plan to assess and define those benchmarks in CV-contexts is essential.

CV has the ability to help managers meet and improve both the process and the outcome of health care, yet these goals are often at odds. Moreover, it frequently is the case that “solutions” in one realm cause unintended consequences in another. For example, improving clinical outcomes by initiating an evidence-based medication management protocol that adds 15 min to each appointment, may negatively impact patient wait-times for services. The CV context can complicate matters by, for example, increasing access to intake and evaluation services, without necessarily increasing other “downstream” services in the ecology, such as labs, medication management, or emergency services. Every manager knows there is a “balancing act” to administrating clinical services. In the case of new CV program development, attending to the measurement of process-oriented outcomes not only helps day-to-day decision-making “in the trenches” but can also help to define what is considered important to hospital administrators.

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