Super-Supporters - Virtual Care Technology Navigators

Not Applicable

Completed

• Conditions: Telemedicine

• Registration Number: NCT06841081
• Lead Sponsor: Wake Forest University Health Sciences

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.

Detailed Description

The Super Supporter Technology Navigator Program was designed to support patients, across the health system, to connect more easily and successfully with their providers in Virtual Care appointments. Super Supporters call patients in advance of Virtual Care appointments to remind them of their appointment, ensure that they have a device on which to conduct the appointment, set up the device for a successful Virtual Care appointment, help them set up and log into their patient portal account, and practice connecting with their provider using a practice virtual video visit. This research study is designed to determine differences in connection rate, patient reported health, patient access and responses to a healthcare climate questionnaire by comparing those helped by a Super Supporter and those supported by an Enhanced Usual Care program.

Study Timeline

• Study Start: 2021-11-01
• Status Verified: 2024-05
• Primary Completion: 2024-06-07
• Study Completion: 2025-01-21
• Study First Submitted: 2025-02-14
• Study First Submitted QC: 2025-02-19
• Study First Posted: 2025-02-24
• Last Update Submitted: 2025-02-26
• Last Update Posted: 2025-03-03

Recruitment & Eligibility

• Status: COMPLETED
• Sex: All
• Target Recruitment: 1111

Inclusion Criteria

• 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

Exclusion Criteria

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

Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Primary Outcome Measures

Name	Time	Method
Rate of Successful Video Visits	Up to Week 3	Data will be collected from electronic health record review

Secondary Outcome Measures

Name	Time	Method
Health Care Climate Questionnaire (HCCQ)	Month 6	This 15-item scale assesses participants' perceptions of the degree of autonomy support versus controllingness of relevant healthcare providers. Total score range is 15-105 with higher scores indicating a more positive perception of healthcare communication.

Trial Locations

Locations (2)

Atrium Health; 🇺🇸 Charlotte, North Carolina, United States

Atrium Health Wake Forest Baptist; 🇺🇸 Winston-Salem, North Carolina, United States