[UX] Determine the ROIs for the Remaining Appointment Types/Modalities

[loripusey]

Background

Currently, Pre-Check-in only supports in-person and phone appointments and eCheck-in only supports in-person appointments. There are other appointment modalities that we could potentially support. We should do some research to determine if we should/could support these other modailities.

• List of Appointment Modalities

• Other Info

  • Some sites at Bay Pines are sending pre-check-in links for VVC appointments. This ends up presenting conflicting information between the SMS and pre-check-in confirmation page; the sms clearly calls out correctly that this is a video visit, but pre-check-in verbiage indicates that the provider will call the Veteran, which is relevant to telephone appointments
    • Slack thread
  • CVT appointments have a patient-side and a provider-side appointment (2 appts) but they are treated as the same appointment (slack thread)
    • GitHub documentation

User Story

As a team, we need to determine the ROI** for supporting each of the remaining appointment types/modalities. From this determination, we can then decide which ones we will work towards supporting in Pre-Check-in and/or eCheck-in applications and in what order.

** ROI, here, is represented by the ratio of the estimated Veteran impact to the estimated implementation effort In this example, a higher impact vs. effort would have a higher ROI 5 impact/3 effort = 1.67 3 impact/5 effort = 0.6 5 impact/5 effort = 1

Tasks

• Develop list of questions
• Show those to Stephen & Shawn & have a meeting with them
  • Who else should we talk to?
• Create f/u ticket(s)

[benbrasso-agile6]

@kellysmith1008 I'm going to grab a few conversations for some background on different modalities:

• https://dsva.slack.com/archives/C022AC2STBM/p1659452379493209

Meeting notes

Other slack discussion

[benbrasso-agile6]

Discovery that we did for phone appts. More to be used for reference on the types of questions we asked. Although, this step was a bit more past where we are today. For example, we knew we were going to incorporate phone appts at this time, but wanted to do some more discovery work to get the UX right.

[benbrasso-agile6]

There might not actually be any other modalities to add. I think we need to confirm with Shawn and Stephen if all of the other appt types listed in the screenshot above all belong to VVC. If so, I think there was some conversation in here about not needing or being able to integrate with VVC. Probably a good idea to read through the conversation here.

[benbrasso-agile6]

• Can we accurately identify this appointment type? (Or, how might we figure this out?)
• Roughly, percentage of total appts? (E.g., how many vets does this impact?)
• From a work flow perspective, could PCI fit into the process? Pre-check-in only?
• Who could we talk to understand the workflow a bit more for both Veterans and staff? Any providers that we could connect with?

[benbrasso-agile6]

@kellysmith1008

Determine the value of PCI supporting other appointment modalities (in addition to in person and phone), including:

• VVC at a facility
• VVC at an ATLAS location
• VVC at home
• VVC using a VA device

Questions to help determine value of each:

• How many appointments are scheduled for each?
• Is it worth pursing PCI support? For example, how easy or difficult would it be to integrate pre-check-in? Check-in? (If unsure, who could we speak to to understand how it works?)

And, finally:

• Are there other appointment modalities that we're forgetting?

[kellysmith1008]

FY 2022:

Link to slack message

[loripusey]

[kellysmith1008]

We met on May 1 to discuss this ticket. Per slack communications from Shawn, we aren't going to pursue any video appointment types because they have separate software for notifications.