— Inspira LIFE PACE Staff

Introduction

In today’s rapidly evolving healthcare environment, effective communication is essential for delivering quality care, particularly within the PACE population, where participants often face challenges with technology. This study explores the transformative potential of no-touch video visits as a solution to these communication barriers. By analyzing over 14,000 traditional phone calls and more than 1,300 care.coach video visits, we gained groundbreaking insights into connection rates and participant preferences.

The study addresses real-world issues such as seniors' difficulty answering calls, navigating smartphone interfaces, and managing voicemail. care.coach’s no-touch video visits provide an innovative solution that bypasses these obstacles, offering a seamless, tailored communication experience that enhances participant engagement and improves clinical outcomes. This approach bridges the gap between technology and personalized care, optimizing communication channels for better results in PACE programs.

Objective

• Analyze connection rates: Compare connection rates between traditional phone calls and care.coach’s no-touch video visits.

• Identify challenges: Evaluate seniors’ difficulties with smartphone use, including maintaining devices, checking voicemail, and answering calls.

• Apply communication strategies: Explore actionable strategies to optimize communication channels and enhance participant engagement in PACE settings.

Methodology

• Data collection: Analysis of over 14,000 phone calls and more than 1,300 notouch video visits using care.coach.

• Comparison metrics: We defined missed connections as any phone call or Video Visit lasting less than 30 seconds.

• Challenges identified: Difficulties reported by seniors in using smartphones, such as:

  • Dexterity or vision issues

  • Inability to answer calls

  • Trouble navigating smartphone interfaces

  • Issues with voicemail and battery life.

Analysis

The analysis of this study highlights the stark contrast between traditional phone calls and no-touch video visits within the PACE community, revealing key findings that underscore the transformative potential of video technology.

Through the examination of over 14,000 phone calls and more than 1,300 care.coach video visits, several critical insights emerged. First, the significantly higher connection rate for no-touch video visits (99.1% lasting over 30 seconds) compared to phone calls (71.75%) signals a clear advantage of video-based communication. These findings suggest that video visits are not only more effective in establishing contact but also in maintaining meaningful interactions, which are critical to the well-being of participants.

The data further revealed that participants often struggle with the complexities of smartphones, such as answering calls, navigating interfaces, and checking voicemail. These challenges contribute to lower connection rates in traditional phone calls, highlighting the limitations of relying on these devices for consistent communication. By contrast, care.coach’s no-touch video visits simplify the communication process by removing these technological barriers, allowing participants to engage with their care teams more easily and effectively.

Results/findings

In stark contrast, 99.1% of no-touch video visits lasted beyond 30 seconds, demonstrating the superior engagement and effectiveness of this method. By allowing care teams to visually assess participants in real-time, these visits enable more accurate and timely health interventions. The video visit platform eliminates the technological barriers that typically prevent seniors from staying connected with their care teams, resulting in more meaningful interactions and improved clinical outcomes.

• Phone call connection rates: Only 71.75% of Inspira LIFE calls lasted over 30 seconds, indicating challenges in maintaining meaningful connections through phone calls.

• Video Visit connection rates: 99.1% of Inspira LIFE video visits lasted over 30 seconds, demonstrating significantly higher engagement and effectiveness compared to phone calls.

Discussion/conclusion

The comparison between phone calls and no-touch video visits reveals the significant impact of video technology on communication within the PACE community. Video visits not only

improve connection rates but also foster deeper engagement between participants and the

Interdisciplinary Team (IDT). This suggests that no-touch video visits can effectively overcome

the challenges seniors face with smartphones, offering a tailored solution that simplifies

communication.

Key insights:

• Improved engagement: The high success rate of video visits suggests that they offer a more reliable and engaging method of communication for participants who struggle with traditional phone calls.

• Simplicity and accessibility: No-touch video visits eliminate the need for seniors to navigate complex technology, making it easier for them to stay connected with their care team.

No-touch video visits revolutionize communication within PACE programs, providing an

accessible and reliable alternative to traditional phone calls. By offering a simple, user-friendly platform, care.coach ensures that participants can stay engaged with their care teams without the frustration of managing complex devices. This results in improved outcomes for participant well-being and satisfaction within the PACE community.