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. 2021 Oct;12(5):1041-1048.
doi: 10.1055/s-0041-1739195. Epub 2021 Nov 10.

Workflow Automation for a Virtual Hypertension Management Program

William J Gordon  1   2   3 , Alexander J Blood  1 , Kira Chaney  3 , Eugene Clark  3 , Corey Glynn  3 , Remlee Green  3 , John St Laurent  3 , Charlotte Mailly  3 , Marian McPartlin  3 , Shawn Murphy  2   3   4 , Hunter Nichols  3 , Michael Oates  3 , Samantha Subramaniam  3 , Matthew Varugheese  3 , Kavishwar Wagholikar  2   4 , Samuel Aronson #  3 , Benjamin M Scirica #  1   2   3
Affiliations

Workflow Automation for a Virtual Hypertension Management Program

William J Gordon et al. Appl Clin Inform. 2021 Oct.

Abstract

Objectives: Hypertension is a modifiable risk factor for numerous comorbidities and treating hypertension can greatly improve health outcomes. We sought to increase the efficiency of a virtual hypertension management program through workflow automation processes.

Methods: We developed a customer relationship management (CRM) solution at our institution for the purpose of improving processes and workflow for a virtual hypertension management program and describe here the development, implementation, and initial experience of this CRM system.

Results: Notable system features include task automation, patient data capture, multi-channel communication, integration with our electronic health record (EHR), and device integration (for blood pressure cuffs). In the five stages of our program (intake and eligibility screening, enrollment, device configuration/setup, medication titration, and maintenance), we describe some of the key process improvements and workflow automations that are enabled using our CRM platform, like automatic reminders to capture blood pressure data and present these data to our clinical team when ready for clinical decision making. We also describe key limitations of CRM, like balancing out-of-the-box functionality with development flexibility. Among our first group of referred patients, 76% (39/51) preferred email as their communication method, 26/51 (51%) were able to enroll electronically, and 63% of those enrolled (32/51) were able to transmit blood pressure data without phone support.

Conclusion: A CRM platform could improve clinical processes through multiple pathways, including workflow automation, multi-channel communication, and device integration. Future work will examine the operational improvements of this health information technology solution as well as assess clinical outcomes.

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Conflict of interest statement

W.J.G. reports consulting income from the Office of the National Coordinator for Health IT and Novocardia, Inc., both outside the scope of this work. B.M.S. reports institutional research grants to Brigham and Women's Hospital from AstraZeneca, Eisai, Merck, Novartis, NovoNordisk, and Pfizer and consulting fees from Allergan, Boehringer Ingelheim, Elsevier Practice Update Cardiology, Esperion, Hamni, Lexicon, Medtronic, and NovoNordisk.

Figures

Fig. 1
Fig. 1
CRM platform. Our CRM platform enables navigators, physicians, and pharmacists to leverage key pieces of functionality—device data integration, omni-channel communication, patient-reported outcomes and surveys, and EHR integration, powered by workflow and task automation, to manage substantially more patients than could be managed without these technical capabilities. Clinical navigators, using the tools in the box, can deliver guideline-driven, remote care. Because of this model, many more patients can be managed than would be possible with a more traditional 1:1 provider:patient relationship. CRM, customer relationship management; EHR, electronic health record.
Fig. 2
Fig. 2
Initial enrollment metrics. Many of the patients referred to our program were able to enroll and get their personal device configured and transmitting using electronic communication exclusively, highlighting the places where workflow automation could improve processes.
See this image and copyright information in PMC

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