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Evaluating How Service Delivery and Program Outcomes in an Outpatient Setting Changed After the Use of Telehealth Services During COVID-19

Murphy, Kelli (2022) Evaluating How Service Delivery and Program Outcomes in an Outpatient Setting Changed After the Use of Telehealth Services During COVID-19. Master Essay, University of Pittsburgh.

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Regulatory restrictions for licensed community-based outpatient mental health providers were lifted during the COVID -19 pandemic. During this time, the needs of outpatient clients dramatically shifted, which influenced Milestone Centers, Inc. to provide phone-only telehealth services for the first time.
This study aimed to evaluate how service delivery and program outcomes in a licensed outpatient setting changed after the first-time use of phone-only telehealth services during the COVID-19 pandemic.
Three different data collection systems were used to gather data for this evaluation study, Including the organization’s in-house analytics dashboard, AnalyticsRx, the data management software for their electronic health record (EHR), Pentaho, and IMPACT Reports. Data was collected five quarters before and after the transition to telehealth between January of 2019 and June 2021 and a trend analysis was completed on demographics and specific factors relative to service delivery and assessment outcomes.

The number of individuals using Medical Assistance as their payer source increased by 8 %. Average kept appointment rates increased by 10 %. Average number of intakes decreased from an average of 177 per quarter to an average of 11.6 per quarter. The average duration of a therapy appointment changed from 54.1 minutes to 39.8 minutes. The average number of voluntary discharges decreased by 6.4 %. The average rate of improvement for the GAD-7 assessment increased by 6.06 %.
Even though this trend analysis is significantly limited in providing insights into degree of association without controlling for any variables, Milestone is implementing a video/audio telehealth platform. However, it is unclear how much of the observed changes in variables can be attributed to the pandemic and how much can be attributed to the use of telehealth services.
This evaluation has many limitations due to the specific context in which data was collected. The results of this study may not be generalizable to video services that will be used in the future and cannot be applied to individual level situations. Findings may not be reflective of the total client population and excludes those most disenfranchised from care from the study.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Murphy, Kellikem272@pitt.edukem272
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairHawk, Marymary.hawk@pitt.edumary.hawkUNSPECIFIED
Committee MemberAlbert, Stevensmalbert@pitt.edusmalbertUNSPECIFIED
Committee MemberMoon, Deborahdjm207@pitt.edudjm207UNSPECIFIED
Date: 17 May 2022
Date Type: Completion
Submission Date: 29 April 2022
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Number of Pages: 45
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Behavioral and Community Health Sciences
Degree: MPH - Master of Public Health
Thesis Type: Master Essay
Refereed: Yes
Uncontrolled Keywords: telehealth, COVID-19, behavioral health, outpatient, licensed settings
Date Deposited: 17 May 2022 22:03
Last Modified: 17 May 2022 22:03


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