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Create and Scale an Enterprise Telehealth Support Model

February 23, 2017 — 10:30AM - 11:30AM EST
Orange County Convention Center
Session ID: 


Small-scale telehealth services and telehealth support structures have been successfully used at Mayo Clinic for over thirty years, but creating and scaling an enterprise support model for an emergency telehealth service in a large, integrated delivery system has proved extremely challenging. Telehealth is an evolving care delivery platform built by connecting those existing technology and care services in new ways. Those new connections among existing services made creating and scaling an enterprise support model for telehealth challenging at Mayo Clinic. The organization cannot diffuse services across the enterprise until a centralized support structure is in place. A model was needed to streamline resources, processes and better manage telehealth program effectiveness.

Learning Objectives: 

  • Identify support requirements, as well as potential existing resources and resource gaps, by documenting current state of the clinical service and analyzing existing infrastructure, staffing models and roles of support-related services
  • Choose a multidisciplinary group of key stakeholders to gain a shared understanding of the clinical service process, support requirements and organizational resources and constraints
  • Design tools, materials and structures to build and operationalize the support model
  • Implement initial phase of the support model with core structures and base functions
  • Measure the effectiveness of initial interventions and use results to inform planning and implementation of improvements, enhancements and additional support features


Senior IT Executive
IT Professional
Management Engineer and Process Improvement Prof.




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