Study: Patient navigator improves telehealth visit attendance

Editor's Note

This study from Beth Israel Deaconess Medical Center, Boston, finds that the use of a patient navigator to assist patients in overcoming barriers to telehealth access significantly improves visit attendance with a financial gain.

A total of 4,066 patients had telehealth appointments scheduled. Those who had the navigator intervention had significantly increased odds of attending their appointments (Odds Ratio, 2.0), compared with the non-navigator group, for a 9% increase in appointment attendance—949 of 1,035 (91.6%) vs 2,511 of 3,031 (82.8).

The program’s return on investment was $11,387 over the 12-week study period.

The researchers concluded that a patient navigator was associated with reduced cancellations and no shows, increased telehealth visit uptake, and positive financial value.