Super-Supporters - Virtual Care Technology Navigators

February 26, 2025 updated by: Wake Forest University Health Sciences

Super-Supporters - Specially Trained Staff to Facilitate Virtual Care for Vulnerable Patients and Family Caregivers: A Real-world Implementation and Evaluation Across North and South Carolina

The Super-Supporter Program is designed to provide pre-visit support to patients who are at risk of not being able to participate in Virtual Care modalities (specifically, Clinical Video Visits). Patient technology navigators (Super-Supporters) will reach out before video visits and help the patient connect more easily and successfully with their providers in Virtual Care appointments.

Study Overview

Status

Completed

Conditions

Intervention / Treatment

Detailed Description

The Super Supporter Technology Navigator Program was designed to support patients, across the health system, to connect more easily and successfully with their providers in Virtual Care appointments. Super Supporters call patients in advance of Virtual Care appointments to remind them of their appointment, ensure that they have a device on which to conduct the appointment, set up the device for a successful Virtual Care appointment, help them set up and log into their patient portal account, and practice connecting with their provider using a practice virtual video visit. This research study is designed to determine differences in connection rate, patient reported health, patient access and responses to a healthcare climate questionnaire by comparing those helped by a Super Supporter and those supported by an Enhanced Usual Care program.

Study Type

Interventional

Enrollment (Actual)

1111

Phase

  • Not Applicable

Contacts and Locations

This section provides the contact details for those conducting the study, and information on where this study is being conducted.

Study Locations

  • United States
    • North Carolina
      • Charlotte, North Carolina, United States, 28203
        • Atrium Health
      • Winston-Salem, North Carolina, United States, 27157
        • Atrium Health Wake Forest Baptist

Participation Criteria

Researchers look for people who fit a certain description, called eligibility criteria. Some examples of these criteria are a person's general health condition or prior treatments.

Eligibility Criteria

Ages Eligible for Study

  • Adult
  • Older Adult

Accepts Healthy Volunteers

Yes

Description

Inclusion Criteria:

  • Scheduled for a video visit with a provider at Atrium Health (all locations)
  • Identified as at risk of a failed video visit using criteria (1) a failed prior video visit (a discrete data field noting a prior visit was unsuccessful or converted to telephone-only visit), or 2) no prior access to the Electronic Health Record-connected patient portal

Exclusion Criteria:

  • Patient plans to change visit to in-person or telephone only
  • Patient declines assistance from the Super-Supporter program.

Study Plan

This section provides details of the study plan, including how the study is designed and what the study is measuring.

How is the study designed?

Design Details

  • Primary Purpose: Health Services Research
  • Allocation: Randomized
  • Interventional Model: Parallel Assignment
  • Masking: Double

Arms and Interventions

Participant Group / Arm
Intervention / Treatment
Active Comparator: Enhanced Usual Care
At the beginning of the call for patients randomized to Enhanced Usual Care, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they are prepared to log into the video visit. If they are not, the Super Supporter will offer to send written instructions to the patient and refer the patient to their clinical team if they have unresolved issues. Then, they will tell the patient about the research the team is conducting and ask if they would like to participate. If so, the Super Supporter will follow the same protocol for Super Supporter intervention in telling them about the study. If they are interested, as with the other randomized group, REDCap will send the survey by email link with the info sheet included at the beginning.
Other: Enhanced Usual Care
Offer written instructions to the patient and refer the patient to their clinical team if they have unresolved issues.
Experimental: Super Supporter Support
At the beginning of the call for patients randomized to Super Supporter support, the Super Supporter will identify themselves, verify they are speaking with the patient, confirm the patient has an upcoming video visit, and ask if they would like assistance connecting with their upcoming visit. Once the Super Supporter has assisted and trouble shot with the patient and conducted a practice video visit, they will tell the patient about the opportunity to participate in the research study and ask if they would like to participate . If so, the Super Supporter will select yes that they are interested in REDCap and REDCap will automatically send the initial survey with the verbal consent included as the face page to the survey.
Other: Super Supporter Support
Assist and troubleshoot with the patient including a practice video visit.

What is the study measuring?

Primary Outcome Measures

Outcome Measure
Measure Description
Time Frame
Rate of Successful Video Visits
Time Frame: Up to Week 3
Data will be collected from electronic health record review
Up to Week 3

Secondary Outcome Measures

Outcome Measure
Measure Description
Time Frame
Health Care Climate Questionnaire (HCCQ)
Time Frame: Month 6
This 15-item scale assesses participants' perceptions of the degree of autonomy support versus controllingness of relevant healthcare providers. Total score range is 15-105 with higher scores indicating a more positive perception of healthcare communication.
Month 6

Collaborators and Investigators

This is where you will find people and organizations involved with this study.

Sponsor

Wake Forest University Health Sciences

Investigators

  • Principal Investigator: Thomas Houston, MD, Wake Forest University Health Sciences

Study record dates

These dates track the progress of study record and summary results submissions to ClinicalTrials.gov. Study records and reported results are reviewed by the National Library of Medicine (NLM) to make sure they meet specific quality control standards before being posted on the public website.

Study Major Dates

Study Start (Actual)

November 1, 2021

Primary Completion (Actual)

June 7, 2024

Study Completion (Actual)

January 21, 2025

Study Registration Dates

First Submitted

February 14, 2025

First Submitted That Met QC Criteria

February 19, 2025

First Posted (Actual)

March 25, 2025

Study Record Updates

Last Update Posted (Actual)

March 25, 2025

Last Update Submitted That Met QC Criteria

February 26, 2025

Last Verified

May 1, 2024

More Information

Terms related to this study

Keywords

Other Study ID Numbers

  • IRB00078662

Plan for Individual participant data (IPD)

Plan to Share Individual Participant Data (IPD)?

NO

IPD Plan Description

This project by a specific endowment and thus does not have a sharing requirement.

Drug and device information, study documents

Studies a U.S. FDA-regulated drug product

No

Studies a U.S. FDA-regulated device product

No

This information was retrieved directly from the website clinicaltrials.gov without any changes. If you have any requests to change, remove or update your study details, please contact register@clinicaltrials.gov. As soon as a change is implemented on clinicaltrials.gov, this will be updated automatically on our website as well.

Subscribe