Topic: Telehealth services and COVID-19
Organization Name: Quality of Life Health Services, Inc.
Organization Type: Health Center
Location (city/state): Alabama
Special or Vulnerable Population: Public Housing
Challenges: Digital divide, digital health literacy, broadband internet, COVID-19 effect on health services
Promising Practice: Telehealth Mobile Units
The COVID-19 pandemic heightened the need to develop or improve telehealth services, particularly in community health center settings. Health centers around the nation served as the first point of contact for vulnerable populations who were in need of comprehensive primary care services.2 As a result of the high influx of virtual patient visits, telehealth challenges also emerged related to digital health literacy, broadband access and more among health center patients. Quality of Life Health Services, Inc. is a health center located in Alabama that has addressed challenges surrounding digital health literacy, digital divide, broadband internet, and improved access to care through their Telehealth Mobile Units. With these mobile units, they were able to take health care services to schools such as those located in rural areas to connect students to medical, dental, optometry, and behavioral health services Pre and Post COVID-19.
The COVID-19 pandemic impacted Quality of Life Health Services, Inc. significantly as they temporarily closed 13 sites in March 2020, laid off 30% of their staff in the same month, experienced a decrease in patient visits, patient revenue and collections. They also experienced a lack of personal protective equipment (PPE) and a rapid shift to telehealth and phone care only services were needed to keep up with their services. To address these challenges, Quality of Life Health Services, Inc. also created strategies on growth and opportunities that allowed them to improve quality performance and increased level of care. This promising practice addresses satisfaction, impact/outcome, and partnerships.