Using Interactive Voice Response Technology in the University of Ottawa Heart Institute’s Women’s Heart Health Clinic to Improve Patient Care and Clinical Outcomes.
This project is being funded by the UOHI Patient Alumni: Another example of Patient Engagement in Action!
Authors:
Nazli Parast, RN
Bonnie Quinlan, RN
Dr. Thais Coutinho
Dr. Amelie Paquin
Description: Women with microvascular dysfunction have higher rates of myocardial infarction and death. Spontaneous coronary artery dissection (SCAD), myocardial infarction with non-obstructive coronary arteries (MINOCA) disease and angina with non-obstructive coronary artery disease (ANOCA) are much more prevalent in women than in men. In a clinic developed specifically for women’s heart health, the patients with SCAD, MINOCA, and ANOCA are referred for further assessment and follow-up. In order to further assess the impact and outcomes of the clinic, we are planning to use Interactive Voice Response Technology(IVR) to prepare patients for clinic visits, assess symptoms, health care utilization and quality of life measures over the course of the patient’s stay in the clinic(approximately two years).
Purpose: Improving patient care at the Women’s Heart Health Clinic (WHHC).
Method: We have created an IVR questionnaire that will be provided to all clinic patients pre-clinic visit, 6, 12 and 24 months post initial visit. At pre-clinic visit, we are assessing patients’ frequency of symptoms, need for follow-up at emergency departments or their physician, as well as helping them prepare for the first visit at the clinic including an assessment of their understanding of their health condition. At the 6–24-month follow-up, we are assessing patients’ frequency of symptoms, need for follow-up at emergency departments or their physician. All IVR calls will also have a generic quality of life (QOL) questionnaire that patients are asked to respond to. The information provided by the patients will be reviewed by the clinic team to better understand individual patient needs prior to visits and identify gaps in patient education and care, driving future improvements to the clinic care provided to this unique population.
Outcomes:
- To improve patient care, patient knowledge, and clinical outcomes at the UOHI Women’s Heart Health Clinic.
- To improve the patient experience at every clinical visit.
- To assess the impact of Women’s Heart Health Clinic on Patient’s Quality of life over the duration of their clinic participation.
- To increase patient satisfaction.
- To promote uniqueness of the Women’s Heart Health Clinic.
