Designing a Sustainable Care Model for Digital Health
Accelerating digital health equity in Federally qualified health centers.
The Challenge
An accountable care organization (ACO) that serves vulnerable populations across over 25 Federally Qualified Health Centers (FQHCs) rapidly adopted telehealth during the pandemic. Previous attempts to implement telehealth capabilities were slow-moving, but the pandemic required the organization to fast-track its telehealth services, accomplishing in weeks what had been in the works for over a year.
While our customer successfully implemented telehealth to convert in-person visits to a virtual environment, they now needed help building a patient-first, scalable digital health strategy and roadmap.
Maturity Model Guides Long-Term Digital Health Service
Point B worked with the ACO’s executive team to create a digital health maturity model for FQHCs and determine what could/should be the future vision for delivering care to vulnerable populations with digital health services. The team set up the domains of a maturity model to devise a long-term strategy that considered a patient-centric holistic view of the future of integrated digital health. These domains included the care model (workflows, policy, procedures), tools and technology (platforms, electronic health record integration, remote patient monitoring tools, Wi-Fi, and hardware), strategy (leadership roles, change management, integration into financial and strategic plans), policy/regulatory (drive towards value-based care, lobby for reimbursement parity), and people (patient and provider satisfaction, role and responsibility definition). Point B provided strategic guidance on digital health evolution, best practices, and recommendations on how to apply health industry and regulatory changes to their population. Leveraging the board-approved maturity model, the team designed the maturity assessment process for each FQHC and advised the customer through the execution of that assessment and development of each FQHC strategy.
Reliable Results
Through the implementation of the maturity model, the digital health strategy, and the roadmap, each agency's program plans are now driving digital health adoption and equity for the ACO’s patient population. Leveraging the maturity model to assess the current state of digital health and drive future-state design across all FQHC locations fostered an understanding and implementation of digital health best practices. The maturity model outlines a clear strategy for the future that gives funders visibility, as well as key milestones, into how their investments are shaping those plans, and where their funding can be applied to help further the mission.
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