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Implementing Smoking Cessation Telehealth Technologies Within the VHA: Lessons Learned
Sara E Golden1, Stephanie Unger1, Christopher G Slatore1,2
1Veterans Affairs Portland Health Care System, Oregon.
Summary
Developing an interactive voice response (IVR) system for the US Department of Veterans Affairs (VA) can effectively connect smokers with cessation resources. This guide offers a roadmap for VA IVR implementation, sharing lessons learned to aid future projects.
Area of Science:
- Health Services Research
- Telemedicine
- Health Informatics
Background:
- Healthcare systems must connect patients who smoke with evidence-based cessation resources.
- Telehealth, specifically interactive voice response (IVR) systems, presents a potential solution.
- A clear roadmap for developing and implementing IVR systems within the US Department of Veterans Affairs (VA) is lacking.
Purpose of the Study:
- To describe the development and implementation of an IVR system at the VA Portland Health Care System.
- To proactively connect veterans who use tobacco with cessation resources.
- To provide a roadmap and lessons learned for future VA IVR initiatives.
Main Methods:
- Coordinated with local departments to define necessary processes and strategies.
- Developed recommendations for IVR vendor selection, including key questions for vendors and the VA.
- Utilized the Patient Engagement, Tracking, and Long-term Support (PETALS) initiative as a potential starting point for VA IVR projects.
Main Results:
- Successfully developed and implemented an IVR system to reach veterans using tobacco.
- Identified key considerations for vendor selection and contract finalization.
- Documented the process timeline and steps involved in IVR implementation.
Conclusions:
- IVR systems offer efficient, low-cost, and resource-light solutions for connecting patients to healthcare services.
- Developing IVR systems within the VA presents challenges and a significant learning curve.
- Sharing implementation experiences and lessons learned can assist future VA personnel in adopting IVR technology.
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