Our organization has developed a robust toolkit to create a benchmark of excellence for virtual care and to address the absence of best-practice guidelines for virtual care quality assurance. Our toolkit is composed of a provider chart review rubric, targeted provider improvement strategies and foundational feedback principles. This session will delineate our methodical approach to crafting the rubric, achieving consensus across service lines and successfully adopting a coaching feedback model. Our versatile, plug-and-play toolkit has been rigorously tested and refined, showcasing successful implementation to transform clinical excellence in virtual care.
Tool: Toolkit for Virtual Care Quality and Patient Safety
Problem: Primary: to address an unmet need for virtual care organizations through establishing a best-practice standard for virtual care. Secondary: to address inter-rater variability, disparities in practices across service lines, effectiveness of chart review exercises and inconsistencies in provider feedback.
Tool Selection: A chart review rubric was necessary to decrease inter-rater variability and standardize review criteria across service lines. Improvement strategies were critical to ensure that reviewers were sharing best-in-class resources and support to providers by rubric category. Feedback principles were provided to ensure a coaching feedback culture to enhance provider morale.
Usage: The tool serves as a foundational blueprint for Medical Directors and Clinical Leads to perform standardized provider chart reviews, ensuring the delivery of safe, high quality patient care. The tool has been refined and iterated upon based on user testing and reviewer feedback.
Results: A refined quality assurance chart review process that encompasses the essential dimensions of healthcare quality and ensures an optimized user experience. The success was rooted in performing Plan Do Study Act rapid cycle testing, which highlighted consensus gaps and reviewer pain points.
