Why has Ascension's telehealth appointment completion rate declined from 90% to 75% since implementing the new video conferencing system last month?

Introduction

Ascension's telehealth appointment completion rate decline from 90% to 75% since implementing the new video conferencing system last month is a critical issue that demands immediate attention. This significant drop in completion rate not only impacts patient care but also affects the efficiency and reputation of Ascension's telehealth services. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a direct correlation between the new system implementation and the decline. Could you confirm if the drop in completion rate coincided exactly with the new system rollout?

Why it matters: This helps establish a clear timeline and potential causality. Expected answer: Yes, the decline started immediately after the new system was implemented. Impact on approach: If confirmed, we'll focus more on system-related issues; if not, we'll consider a broader range of factors.

• Considering user segments, I'm wondering if the decline is uniform across all patient demographics. Have you noticed any particular patient groups more affected than others?

Why it matters: This could reveal usability issues specific to certain user groups. Expected answer: Older patients or those in rural areas might be more affected. Impact on approach: If specific groups are more impacted, we'll tailor our solutions to address their unique challenges.

• Given the significance of the drop, I'm curious about any changes in the definition or measurement of the completion rate metric. Has there been any alteration in how this metric is calculated or tracked?

Why it matters: Ensures we're comparing apples to apples and not dealing with a data anomaly. Expected answer: No changes in metric definition or tracking methods. Impact on approach: If there were changes, we'd need to reassess the validity of the comparison.

• Considering potential system issues, I'm interested in knowing if there have been any reported technical problems or an increase in support tickets related to the new video conferencing system.

Why it matters: Helps identify if there are widespread technical issues affecting users. Expected answer: Yes, there has been an increase in technical support requests. Impact on approach: If confirmed, we'll prioritize technical troubleshooting and system optimization.