Written by: Center for Care Innovations

The wake of the COVID-19 pandemic has required the immediate shift of our work into the virtual space. Now several months into the pandemic, there is an evolving transition into the “new normal” of a hybrid care delivery model: balancing telehealth, in-person, and in-building care.

This timely session sought to surface early efforts of designed solutions that incorporate and address patients’ needs and concerns at this time. We turned to Laura Wong, MD, PhD, to learn how Adventist Health Lodi Memorial partnered with human-centered designers to encourage sick patients to seek emergency care. Next, we heard from Meagan Mulligan and Brandon Bettencourt of Chapa-De Indian Health as they shared how they’re working to make patients feel safe during visits, as well as innovative approaches they’ve implemented to bring in patients (via drive-through) with chronic conditions who need to be seen for care.

  • Laura Wong, MD, PhD, University of California San Francisco, Integrated Plastic Surgery Resident
  • Brandon Bettencourt, Chapa-De Indian Health, Director of Quality Improvement
  • Meagan Mulligan, MSN, FNP, Chapa-De Indian Health


Those who provide care to patients with chronic conditions or working on population health during the COVID-19 pandemic. Also, those who work in care teams / clinics that are in process of transitioning to a hybrid version of virtual and in-person care delivery.

5:00 – Interview with Laura Wong
16:21– Open Q&A with Laura Wong
26:36 – Interview with Brandon Bettencourt and Meagan Mulligan

Join us on CCI Academy to download the slides and continue discussion in the forum on this very topic.

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