Key Insights

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Before getting into the ideation, the eventual integration of Telehealth with a bigger system called as Crossroads made the product design team adapt the following insights:

• Data collected via the telehealth portal (e.g., specific documents, signature, and participant responses to questions) will need to be consumed by Crossroads to be part of the participant record

• Clinic staff will use Crossroads and Telehealth concurrently to support the appointment.

• Clinic staff would initiate a call to the participant on their computer via video communication provider external to Crossroads and the telehealth portal.

• Completion of the appointment, including benefits issuance, would be done in crossroads alongside any major integrations with other state systems.

 

Designs

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The goal of the telehealth portal and interface to the NC WIC MIS Crossroads includes:

• Participants would access the telehealth portal using existing account information, such as family id, parent/guardian date-of-birth, EBT card number.

• Participants would provide requested information via the telehealth portal prior to the appointment. This might include answering questions or providing “scanned” copies of documents taken using their device’s camera and then uploading the photo to the portal

• A model for displaying questions and accepting answers via the telehealth portal will be evaluated. This model will be used to evaluate the impact to participant experience and to inform final design decisions to be implemented in a future phase.

• Participants can provide electronic signatures using their device's touch screen. WIC staff will see an indicator in Crossroads when viewing the family that indicates when documents and/or responses to questions have been updated in the Telehealth portal.

• The staff can then initiate viewing the documents in a web-browser and update Crossroads with the information and import documents to be saved (i.e., special prescriptions, financial attestations, etc.)

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