What is InterChange?
- InterChange is a research process for broadening understanding of physician and patient interactions in virtual settings across multiple perspectives to identify future opportunities to optimize the patient and physician telehealth experience.
- The InterChange process includes three steps:
- Physician IDI: ICG conducts an initial physician interview (45-60 minutes) to understand treatment philosophy, patient population, and practice context in a specific therapeutic area.
- Audio Recording of a Telehealth Visit: ICG captures an audio recording of a telehealth visit, using a secure platform that meets HIPAA requirements.
- Post-visit, Flexible Follow-up: After the visit, ICG follows up with both the patient and physician (15-20 minutes each), by phone or survey, to gather participant perspectives about the visit.
What are the strengths of InterChange as a research tool?
- InterChange uncovers nuances of physician-patient dialogue during a remote office visit, while discovering individual expectations, perceptions, and desires before and after each interaction.
- Through the InterChange process, unmet physician and patient needs in the telehealth environment are revealed, building a robust knowledge base about telehealth implementation challenges across a variety of contexts and disease states.
- The InterChange process identifies key levers for improving the telehealth experience by exploring the lived experience of physicians and patients as they engage in telehealth-supported interactions.
How does InterChange comply with HIPAA requirements?
- ICG is committed to protecting the confidentiality of all research participants while ensuring data security and privacy.
- ICG uses the Microsoft Teams platform to capture all qualitative data collected as part of the InterChange process. Microsoft Teams includes built-in security and compliance features that address HIPAA requirements.
- The Microsoft Teams platform is independently certified by HITRUST (Health Information Trust Alliance) as meeting benchmarks established in the Common Security Framework (CSF).
My practice uses a designated platform for telehealth appointments, how are you able to observe them?
- If using Microsoft Teams is not an option, ICG will work with your practice to understand your technology needs and will define means of recording the interaction that work for all parties.
What are the benefits of this type of study?
- The findings from InterChange research studies are translated to actionable insights aimed at improving the telehealth experience.
- By participating in the InterChange process, you are contributing to knowledge that can improve telehealth implementation and sustainability, increase patient satisfaction, and enhance clinical care in a virtual environment.
Who do I contact if I encounter trouble with the recordings?
Once you are onboarded to the research, a member of the ICG team will be assigned to you to provide technology support.
Are patients compensated for their participation?
- All patients receive a financial incentive for participating. Patients receive their incentive when the research concludes.
What is the process of obtaining consent for participation?
- Both the physician and patient are required to read and sign a legal document (waiver) indicating agreement to the terms of participation.
- Waivers are collected electronically prior to participation.
- The waiver includes details on data collection and use, rules of engagement, confidentiality, and compensation.
