Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program
Introduction Virtual urgent care (VUC) provides real-time evaluation, triage, and treatment of low-acuity medical problems; however, VUC physicians have varying levels of telemedicine training. We created a workplace-based experiential onboarding program that deployed standardized patients (SPs) int...
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| Format: | Article |
| Language: | English |
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Association of American Medical Colleges
2022-04-01
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| Series: | MedEdPORTAL |
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| Online Access: | http://www.mededportal.org/doi/10.15766/mep_2374-8265.11244 |
| _version_ | 1818669604630691840 |
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| author | Daniel J. Sartori Viraj Lakdawala Heather B. Levitt Jason A. Sherwin Paul A. Testa Sondra R. Zabar |
| author_facet | Daniel J. Sartori Viraj Lakdawala Heather B. Levitt Jason A. Sherwin Paul A. Testa Sondra R. Zabar |
| author_sort | Daniel J. Sartori |
| collection | DOAJ |
| description | Introduction Virtual urgent care (VUC) provides real-time evaluation, triage, and treatment of low-acuity medical problems; however, VUC physicians have varying levels of telemedicine training. We created a workplace-based experiential onboarding program that deployed standardized patients (SPs) into a VUC clinic to evaluate and deliver feedback to independently practicing physicians, providing quality assurance and identifying areas for improvement. Methods We simulated evaluation of an adult with upper respiratory symptoms. To replicate a real-life encounter, we developed a mock electronic medical entry with demographic and medical information and scheduled SPs into the clinic's actual patient queue. SPs provided seamless, realistic training within the real-world virtual clinic environment. Using an adapted assessment tool anchored to not done, partly done, or well done, SPs evaluated communication, disease-specific, and telemedicine skills by observing behaviors. We surveyed participants to evaluate the program. Results Twenty-one physicians participated. All performed well in core communication and disease management domains. Ninety-three percent of behaviors (SD = 11%) were rated well done within the information gathering domain, 90% (SD = 8%) within relationship development, and 95% (SD = 5%) within disease management. Physicians struggled with telemedicine-specific skills—55% (SD = 38%) well done—and education and counseling—32% (SD = 34%) well done—highlighting specific behaviors most ripe for improvement. All queried participants indicated that this simulation improved communication and telemedicine skills. Discussion This workplace-based experiential onboarding program uncovered knowledge gaps within telemedicine skills and patient education domains. Identification of these gaps can help drive new virtual care curricula. |
| first_indexed | 2024-12-17T06:54:51Z |
| format | Article |
| id | doaj.art-5305a95aaae143dcb225779144cf1165 |
| institution | Directory Open Access Journal |
| issn | 2374-8265 |
| language | English |
| last_indexed | 2024-12-17T06:54:51Z |
| publishDate | 2022-04-01 |
| publisher | Association of American Medical Colleges |
| record_format | Article |
| series | MedEdPORTAL |
| spelling | doaj.art-5305a95aaae143dcb225779144cf11652022-12-21T21:59:27ZengAssociation of American Medical CollegesMedEdPORTAL2374-82652022-04-011810.15766/mep_2374-8265.11244Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding ProgramDaniel J. Sartori0Viraj Lakdawala1Heather B. Levitt2Jason A. Sherwin3Paul A. Testa4Sondra R. Zabar5Assistant Professor, Department of Medicine, NYU Grossman School of MedicineClinical Associate Professor, Ronald O. Perelman Department of Emergency Medicine, NYU Grossman School of MedicineProgram Manager, Division of General Internal Medicine and Clinical Innovation, Department of Medicine, NYU Langone HealthAssociate Director, Virtual Health, Medical Center Information Technology, NYU Langone HealthAssistant Professor, Ronald O. Perelman Department of Emergency Medicine, NYU Grossman School of Medicine; Chief Medical Information Officer, NYU Langone HealthProfessor, Division of General Internal Medicine and Clinical Innovation, Department of Medicine, NYU Grossman School of MedicineIntroduction Virtual urgent care (VUC) provides real-time evaluation, triage, and treatment of low-acuity medical problems; however, VUC physicians have varying levels of telemedicine training. We created a workplace-based experiential onboarding program that deployed standardized patients (SPs) into a VUC clinic to evaluate and deliver feedback to independently practicing physicians, providing quality assurance and identifying areas for improvement. Methods We simulated evaluation of an adult with upper respiratory symptoms. To replicate a real-life encounter, we developed a mock electronic medical entry with demographic and medical information and scheduled SPs into the clinic's actual patient queue. SPs provided seamless, realistic training within the real-world virtual clinic environment. Using an adapted assessment tool anchored to not done, partly done, or well done, SPs evaluated communication, disease-specific, and telemedicine skills by observing behaviors. We surveyed participants to evaluate the program. Results Twenty-one physicians participated. All performed well in core communication and disease management domains. Ninety-three percent of behaviors (SD = 11%) were rated well done within the information gathering domain, 90% (SD = 8%) within relationship development, and 95% (SD = 5%) within disease management. Physicians struggled with telemedicine-specific skills—55% (SD = 38%) well done—and education and counseling—32% (SD = 34%) well done—highlighting specific behaviors most ripe for improvement. All queried participants indicated that this simulation improved communication and telemedicine skills. Discussion This workplace-based experiential onboarding program uncovered knowledge gaps within telemedicine skills and patient education domains. Identification of these gaps can help drive new virtual care curricula.http://www.mededportal.org/doi/10.15766/mep_2374-8265.11244Workplace-Based AssessmentExperiential OnboardingEmergency MedicinePrimary CareSimulationStandardized Patient |
| spellingShingle | Daniel J. Sartori Viraj Lakdawala Heather B. Levitt Jason A. Sherwin Paul A. Testa Sondra R. Zabar Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program MedEdPORTAL Workplace-Based Assessment Experiential Onboarding Emergency Medicine Primary Care Simulation Standardized Patient |
| title | Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program |
| title_full | Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program |
| title_fullStr | Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program |
| title_full_unstemmed | Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program |
| title_short | Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program |
| title_sort | standardizing quality of virtual urgent care using standardized patients in a unique experiential onboarding program |
| topic | Workplace-Based Assessment Experiential Onboarding Emergency Medicine Primary Care Simulation Standardized Patient |
| url | http://www.mededportal.org/doi/10.15766/mep_2374-8265.11244 |
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