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Veenu Aulakh

Over the last few years, our health systems quickly adapted to offering virtual care to diverse, low-income patients. Through CCI’s virtual care programs in 2020 and 2021, we worked with members of the CCI community to learn about the highest leverage changes that health centers could implement to meet our goal of delivering high quality virtual care that is accessible for all safety net patients.

We chose to use the "driver diagram" structure to help organize what we learned to be the most important levers to achieve our goal of equitable virtual care. This structure provides a simple visual way for others to understand the changes to consider when developing effective virtual care offerings for patients.

click to enlarge

To achieve our goal we learned there were four important drivers to consider:
  1. Develop systems to support patients with digital barriers.
  2. Develop approaches to support staff to have the skills and clear roles to deliver virtual care.
  3. Develop changes in workflows for delivering video visits and remote monitoring using new tools and platforms.
  4. Invest in the technology and infrastructure to enable virtual care.
The last column of the driver diagram provides very specific change ideas that were tested within health centers across California. These change ideas were common across multiple health centers who were successful in achieving their goal of equitable virtual care. CCI has provided more detailed descriptions about many of the change ideas including hybrid scheduling for visits, digital literacy assessments and many of the workflow changes needed for video visits and remote patient monitoring. There are a lot of changes that need to be made to provide high quality equitable virtual care. This driver diagram aims to provide guidance about what the right changes are to achieve this goal. You will need to work with your organization to prioritize which interventions you want to test and implement given your own internal resources and specific needs of your patients.
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Driver Diagram: Delivering High-Quality Video Visits

January 14, 2022
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By Kendra Chaikind
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We chose to use the “driver diagram” structure to help organize what we learned to be the most important levers to achieve our goal of equitable virtual care. This structure provides a simple visu…

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Unconscious Cultural Bias Reduction and Trauma-Informed Care

October 8, 2019
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By Angela Liu
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As you may know, CCI has been leading the Resilient Beginnings Collaborative (RBC), a program dedicated to addressing childhood adversity in pediatric safety net care settings. We have learned through…

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How to Cultivate an Innovation Ecosystem

March 1, 2019
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By Kendra Chaikind
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As we begin a new innovation ecosystem in Colorado and extend the CCI innovation ecosystem beyond California, what else should we be considering?

texting for better care
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Smartphones for Everyone

September 14, 2018
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By Kendra Chaikind
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We can no longer say that “our patients” are considerably different when it comes to technology.

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Trauma-Informed Care

August 31, 2018
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By Kendra Chaikind
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Learning to Talk-Story

March 9, 2018
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By Kendra Chaikind
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There’s a clear recognition that the goal of the health center is to serve the community and focus on what’s important to overall health and wellbeing. And it can’t happen without truly listeni…

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Launch and Learn Fast

January 26, 2018
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By Kendra Chaikind
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January is always an exciting time – full of promise for the new year and ambitious goals for how we make change. For CCI, it’s a time to launch new initiatives and reflect on what we’ve been le…

KKV
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Growing Deep Roots in Kalihi Valley

September 21, 2017
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By Kendra Chaikind
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The KKV clinic is a very special place. Our executive director didn’t really comprehend what it meant for a health care organization to really understand and respond to the needs of its community…

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Learning Through First-Hand Experiences

July 27, 2017
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By Kendra Chaikind
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This week I had an opportunity to visit the Chapa-De Indian Health Center for the first time. Chapa-De is really practicing many of the concepts we have been highlighting in our efforts to support pat…

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