Super-Supporters - Virtual Care Technology Navigators

NCT06841081 | Completed

• 1 other identifier: IRB00078662
• Study Type: interventional
• Target: 1,111
• Locations: 1 country
• Sites: 2

Brief Summary

The Super-Supporter Program is designed to provide pre-visit support to patients who are at risk of not being able to participate in Virtual Care modalities (specifically, Clinical Video Visits). Patient technology navigators (Super-Supporters) will reach out before video visits and help the patient connect more easily and successfully with their providers in Virtual Care appointments.

Conditions

Telemedicine

Keywords

virtual health; virtual telehealth; telemedicine

Outcome Measures

Primary Outcomes (1)

• Rate of Successful Video Visits

  Data will be collected from electronic health record review

  Up to Week 3

Secondary Outcomes (1)

• Health Care Climate Questionnaire (HCCQ)

  Month 6

Study Arms (2)

Enhanced Usual Care

ACTIVE COMPARATOR

At the beginning of the call for patients randomized to Enhanced Usual Care, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they are prepared to log into the video visit. If they are not, the Super Supporter will offer to send written instructions to the patient and refer the patient to their clinical team if they have unresolved issues. Then, they will tell the patient about the research the team is conducting and ask if they would like to participate. If so, the Super Supporter will follow the same protocol for Super Supporter intervention in telling them about the study. If they are interested, as with the other randomized group, REDCap will send the survey by email link with the info sheet included at the beginning.

Other: Enhanced Usual Care

Super Supporter Support

EXPERIMENTAL

At the beginning of the call for patients randomized to Super Supporter support, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they would like assistance connecting with their upcoming visit. Once the Super Supporter has assisted and trouble shot with the patient and conducted a practice video visit, they will tell the patient about the opportunity to participate in the research study and ask if they would like to participate . If so, the Super Supporter will select yes that they are interested in REDCap and REDCap will automatically send the initial survey with the verbal consent included as the face page to the survey.

Other: Super Supporter Support

Interventions

Enhanced Usual Care OTHER

Offer written instructions to the patient and refer the patient to their clinical team if they have unresolved issues.

Enhanced Usual Care

Super Supporter Support OTHER

Assist and troubleshoot with the patient including a practice video visit.

Super Supporter Support

Eligibility Criteria

• Age: 18 Years+
• Sex: all
• Healthy Volunteers: Yes
• Age Groups: Adult (18-64), Older Adult (65+)

You may qualify if:

• Scheduled for a video visit with a provider at Atrium Health (all locations)
• Identified as at risk of a failed video visit using criteria (1) a failed prior video visit (a discrete data field noting a prior visit was unsuccessful or converted to telephone-only visit), or 2) no prior access to the Electronic Health Record-connected patient portal

You may not qualify if:

• Patient plans to change visit to in-person or telephone only
• Patient declines assistance from the Super-Supporter program.

Sponsors & Collaborators

• Wake Forest University Health Sciences: lead

Study Sites (2)

Atrium Health

Charlotte, North Carolina, 28203, United States

Location

Atrium Health Wake Forest Baptist

Winston-Salem, North Carolina, 27157, United States

Location

Study Officials

• Thomas Houston, MD

  Wake Forest University Health Sciences

  PRINCIPAL INVESTIGATOR

Study Design

• Study Type: interventional
• Phase: not applicable
• Allocation: RANDOMIZED
• Masking: DOUBLE
• Who Masked: PARTICIPANT, OUTCOMES ASSESSOR
• Purpose: HEALTH SERVICES RESEARCH
• Intervention Model: PARALLEL
• Sponsor Type: OTHER
• Responsible Party: SPONSOR

Model Details: The study design is a randomized implementation of the quality improvement program, the "Super-Supporter" program, with post-implementation evaluation using patient assessments (24 hour survey and six month survey). Investigators will use a randomization protocol especially suited to comparison of a best standard compared with an enhanced intervention: the Zelen protocol. In this protocol, randomization occurs prior to calling patients and enrolling them in the evaluation. A cluster-randomized design will be used with 1-week intervals as the randomization cluster. All patients called within a given week will be randomized to the same group. Allocation of weeks to group will be determined by a block-randomization table establish prior to trial initiation.

Study Record Dates

• First Submitted: February 14, 2025
• First Posted: February 24, 2025
• Study Start: November 1, 2021
• Primary Completion: June 7, 2024
• Study Completion: January 21, 2025
• Last Updated: March 3, 2025

Record last verified: 2024-05

Data Sharing

• IPD Sharing: Will not share

Locations

US (2)