Implementing Smoking Cessation Telehealth Technologies Within the VHA: Lessons Learned
Background: Health care systems need to reach patients who are smokers and connect them to evidence-based resources that can help them quit. Telehealth, such as an interactive voice response (IVR) system, may be one solution, but there is no roadmap to develop or implement an IVR system within the US Department of Veterans Affairs (VA).
Observations: We describe the development and implemention of IVR at the VA Portland Health Care System in Oregon to proactively reach veterans who use tobacco and connect them with cessation resources. We coordinated with local departments to verify the necessary processes and strategies that are important. We recommend several questions to ask the IVR vendor and be prepared to answer before contract finalization. The Patient Engagement, Tracking, and Long-term Support (PETALS) initiative may be an excellent place to start for VA IVR-related questions and can be used for IVR initiation within the VA, but other vendors will be needed for nonresearch purposes. Finally, we describe the process timeline and steps to help potential users.
Conclusions: IVR systems, once they are developed and implemented, can be efficient, low-cost, resource-nonintensive solutions that can effectively connect patients with needed health care services. Developing an IVR system within the VA was challenging for our research team. We experienced a large learning curve during implementation and hope that our experience and lessons will help VA personnel in the future.
Patient Engagement, Tracking, and Long-term Support
The new Patient Engagement, Tracking, and Long-term Support (PETALS) initiative is an excellent place to start with any VA IVR-related questions. PETALS is used for research.20 We hoped to use this system for our study, but its implementation was delayed until 2022. The PETALS system is designed for VA investigators who conduct research studies and need a secure platform that is compliant with VA policies for deploying SMS and IVR systems for research.20 At this time, PETALS is for use only with veterans, so if research will occur outside the VA, you must use an outside vendor. Users who want to set up a new IVR system can ask their local contracting office whether any contracts have already been established for IVR development and support.
From our perspective as researchers who are not telehealth savvy, we encountered several delays from failing to ask the appropriate questions or inability to navigate complicated systems. For instance, there were several tasks that needed to be completed and were not included in the original timeline developed by the vendor and researcher. Therefore, it is important to have clear communication on both sides about who is doing what, when, and how. We tried to detail these unexpected steps to help researchers, administrators, or other VA employees in the future.
Conclusions
IVR systems, once they are developed and implemented, can be efficient, low-cost, resource-nonintensive solutions in a health care setting that can effectively connect patients with needed health care services. Our experience developing an IVR system within the VA was challenging and was a huge learning curve for our research team. We hope that our experience and lessons will help VA personnel in the future.
Acknowledgments
Thank you to everyone involved in this project and who answered questions about the process, especially Nicolle Marinec, MPH; Toan Tran, and Molly Delorit, BA. This study and Christopher Slatore, MD, are supported by an award from the US Department of Veterans Affairs (HSR&D IIR 19-425). It was also supported by resources from the Center to Improve Veteran Involvement in Care, VA Portland Health Care System, Portland, Oregon (VAPORHCS).
