Digital Health Literacy: The Evolution of Communication and Relationships in Health Care
Webinar recording, presentations, and excerpts
Michal Wilson, MD, Medical Advisor, Homeless Programs Office, VHA
The Exploration-Innovation-Technology (E.I.T.) Forum is a webinar series from the National Center on Homelessness among Veterans and the VHA Innovation Ecosystem that provides a platform to showcase and foster innovative approaches to health care for Veterans.
Virtual care isn't new. It's been around for many years in varying degrees of sophistication, but the COVID-19 pandemic has required rapid responses and has greatly accelerated the adoption of technology and virtual strategies. We often hear there are barriers associated with technology but we are making great headway in reaching high risk populations. Digital care modalities are no longer small pilot efforts, something separate, second tier, or done out of necessity. Virtual care is now just care, care that is by and large very well received and becoming the standard in settings. The questions we are asking today and in this series are: What is happening now, how can we learn from it, expand upon it, and shape the future?
We are grateful to the presenters and panelists listed here for sharing their expertise and reflections. If you were unable to join us on November 16, you can view the recorded program and download the presentations by clicking on the titles.
Christina Armstrong, PhD, Clinical Psychologist, Connected Health Implementation Strategies, Office of Connected Care, VA Central Office
Cultural issues, such as ethnic, racial, and socioeconomic variables, can affect clinical care. VA health care staff should consider cultural factors that can affect a Veteran’s adoption of technology. Differing relationships with technology can create a divide between VA staff and Veterans. It is important to assess those differences and use traditional cultural models to mitigate differences. VA health care staff must recognize their personal biases and adapt technology use in clinical care according to the needs and comfort level of each Veteran — meeting the Veteran where they are.
Lynn Garvin, PhD, MBA, Investigator, Center for Healthcare Organization and Implementation Research (CHOIR), VA Boston Healthcare System, and Clinical Assistant Professor, Boston University School of Public Health
We interviewed 48 Veterans experiencing homelessness or participating in the U.S. Department of Housing and Urban Development (HUD)-VA Supportive Housing (VASH) program about their use of VA Video Connect (VVC)-enabled tablets and smart phones. Veterans told us that they appreciate the convenience of the technology. The devices keep them connected with clinicians and services and help to address the isolation that many of them experience. None of them said that transferring from in-person to telehealth had hurt their provider relationship. While VA’s Office of Connected Care continues to advance its digital training and support for all Veterans, some with homelessness experience still require tailored training and contend with poor broadband coverage.
Panel
Stephen C. Hunt, MD, MPH, National Director of the VA Post-Deployment Integrated Care Initiative, VA Puget Sound Health Care System
The title of this webinar --the evolution of communication and relationships in health care –conveys that digital health literacy is not simply about the technology. It’s not even primarily about virtual versus “in person” visits. Finding ways to most effectively use whatever new tools are at hand is grounded in the fundamental processes of communicating and connecting with others… about creating relationships that are functional and safe and healthy. And it’s not just about relationships between us and our Veterans but also about relationships between all of us as clinicians and staff. How do we put the pieces together to create a health care environment of connection and integration, whether we’re talking about the individual Veteran's life, our VA clinics and medical centers, or the VA as an organization? How can we be sure that we are putting our digital and “virtual care” tools to best use to accomplish that?
Keith McInnes, ScD, MSc, Investigator, Center for Healthcare Organization and Implementation Research (CHOIR), VA Boston Healthcare System, and Research Associate Professor, Boston University School of Public Health
A lot of my research in the homeless sphere has focused on the role and value of peer support specialists. In terms of promoting digital health literacy, I’m wondering if you could have a “digital peer,” a peer support specialist who does most or all of his or her interactions through technology. You could also imagine a digital peer as a support person to help people with technology and a hand holder for the people who aren't as comfortable and need assistance and some confidence building. That could help some of the Veterans Lynn Garvin mentioned who may have less access and less experience in using technology.
Pamela Sparks, LCSW, LADC, Tribal VA Supportive Housing Case Manager for Muscogee (Creek) Nation
I'm a huge fan of the virtual technology we’ve been using with our Veterans. It’s helpful to me and has actually increased my visits because I cover 11 counties in northeastern Oklahoma as the Tribal VA Supportive Housing Case Manager for the Muscogee (Creek) Nation. It was really a bridge for all of us during the pandemic when we were so isolated. It now adds one more layer to porch visits and our face-to-face interactions. I had one young man literally on the street with no connectivity whatsoever. Through VA’s Homeless Programs Office telehealth initiative, I was able to get him a smartphone and engaged in care right away.
For more information on the webinar, please call Nora Hunt-Johnson (215) 823-5800 x207087 or email Nora.Hunt-Johnson@va.gov.
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