Implementation and evaluation of an electronic consult program at a large academic health system

Area of Science:

• Health Informatics
• Healthcare Management
• Clinical Operations

Background:

• Electronic consultations (eConsults) improve healthcare access and reduce unnecessary utilization.
• Developing successful eConsult programs presents significant implementation challenges.

Purpose of the Study:

• To share implementation and evaluation experiences of a high-volume eConsult program.
• To describe the program's adoption across 34 medical and surgical specialties in an academic health system.

Main Methods:

• A multi-method approach combining qualitative and quantitative data collection.
• Operational and process outcome analysis to assess eConsult adoption.
• Clinician satisfaction surveys for referring and specialist providers.

Main Results:

• Demonstrated robust uptake of the eConsult workflow within the health system.
• Achieved high satisfaction levels among both primary care and specialty clinicians.
• Identified effective implementation strategies: leadership engagement, dedicated teams, and quality assurance.

Conclusions:

• The eConsult program achieved significant adoption and positive clinician feedback.
• Effective implementation relies on strategic planning, team support, and quality control.
• Findings offer valuable insights for health systems aiming to implement eConsult programs.