Operations and Implementation
Emergency telemedicine services at Mayo Clinic enable emergency access to specialty consultation, which allows for remote guided care and mentoring during critical situations. Consultants are able to assist health care providers with the rapid diagnosis, management, and treatment decisions needed when caring for vulnerable, high-risk patients.
Teleneonatology is one of the emergency telemedicine services offered by Mayo Clinic. The successful implementation and growth of teleneonatology was built on a strong partnership between the Center for Connected Care and the Division of Neonatology. The Center for Connected Care serves as centralized administrative operations while the Division of Neonatology manages the clinical operations needed to provide the service. The deep collaboration between the Division of Neonatology and the Center for Connected Care has proven effective in ensuring the sustainability of teleneonatology.
Successful clinical delivery of teleneonatology requires 1) rapid and reliable activation of the service, 2) a physician champion and engaged neonatology and leadership staff, 3) relationship building with the local health system sites, and 4) continuous process improvement to meet the needs of the customer. The clinical workflow should include a formalized activation process that has a reliable turnaround time of less than five minutes and involves the institutional transport team and bed control. Engagement of neonatology staff with support of departmental and institutional leadership is critical to supporting the program, including scalable staffing models and resource requirements. It is crucial to establish and manage relationships between the consulting service and the recipient hospitals. This often requires understanding the needs, processes, and culture of the local hospital. Through continuous process improvement and feedback from local providers, neonatologists can provide the highest quality telemedicine consult. High satisfaction with the clinical service is marked by clear communication, manageable recommendations, and collaborative teamwork when guiding care during high-risk newborn resuscitations.
Expanded knowledge of the telemedicine space is necessary to ensure programs are maintained and compliant. The Center for Connected Care was created as the centralized organization to oversee telemedicine product management, operations, and technology at Mayo Clinic. It serves as the foundational infrastructure to enable emergency telemedicine services. Connected Care administrative operations include facilitating licensing and credentialing requirements, supporting the creation of teleneonatology policies and procedures, developing and reporting program metrics, and guiding teams through implementation of emergency telemedicine products and services.
Emergency telemedicine services, including teleneonatology, depend on highly reliable technology components. The program requires that the telemedicine technology has a 100% uptime to ensure systems are readily available for medical emergencies. To support this level of reliability, the infrastructure must include rigorous product selection processes, technical analysis and multi-tiered support models in which system performance and monitoring can be established. Teleneonatology also has unique attributes that require the technology to function in small patient care spaces. It must also have high fidelity audio to allow for seamless communication during high-risk newborn resuscitations, and video must be of the highest quality to allow remote guided care of the smallest newborns.
Professor of Neurology
Mayo Clinic College of Medicine
Dr. Demaerschalk is a Professor of Neurology at Mayo Clinic College of Medicine and Medical Director of Telemedicine at Mayo Clinic Center for Connected Care. He contributed to the research body of evidence supporting reliability, validity, safety, efficacy, clinical effectiveness and cost effectiveness of telemedicine in acute stroke. He co-edited the textbook Telemedicine in Neurology. He co-chaired and authored the guidelines for Telestroke for American Telemedicine Association and American Stroke Association. Dr. Demaerschalk is the recent recipient of the Mayo Clinic Distinguished Clinician of the Year and the Distinguished Educator of the Year awards.
Clinical Service Program Manager for Teleneonatology
Mayo Clinic, Division of Neonatal Medicine
Dr. Jennifer Fang attended Mayo Medical School and completed her pediatric residency at Lucile Packard Children’s Hospital at Stanford University. She practiced as a neonatal hospitalist in California and Minnesota for nine years. Dr. Fang holds a Master’s degree in the Science of Health Care Delivery from Arizona State University and is an Assistant Professor of Pediatrics at Mayo Clinic. She is currently a third year fellow in Neonatal-Perinatal Medicine at Mayo Clinic and will join the faculty in July 2017. Dr. Fang’s academic interests include improvement science and innovative approaches to health care delivery. She has served as the Clinical Service Program Manager for teleneonatology since it began in March 2013. This program uses emergency synchronous video telemedicine to support local providers during high-risk newborn resuscitations. It has been used in over 130 cases, ranging from resuscitation of extremely premature infants to management of unanticipated congenital anomalies.
Sunday, April 23
12:00 PM – 12:30 PM
IT Service Delivery Manager
Susan Kapraun is an IT Service Delivery Manager within the External Patient and Provider Services Section in support of Mayo Clinic's Center for Connected Care. Susan provides leadership and direction for technology support and technical team resources for video telemedicine initiatives across the enterprise. She joined Mayo in 2005 as an IT Lead Analyst/Programmer, and while at Mayo has supported multiple enterprise-level system and application implementations.
Operations Administrator, Center for Connected Care
Nicole Blegen is an Assistant Professor of Health Care Systems Engineering at Mayo Clinic College of Medicine and an Operations Administrator at Mayo Clinic’s Center for Connected Care. Nicole provides leadership, direction and oversight to video telemedicine initiatives across the enterprise. She joined Mayo in 2003 as a Health Systems Engineer. While at Mayo, she has supported and led multiple institutional initiatives related to Patient Access, Care Process Redesign, Business Development, Telemedicine and Clinical Digital Imaging.
Product Manager, Mayo Clinic Center for Connected Care
Beth Kreofsky graduated from Cardinal Stritch University in Milwaukee, WI with a Bachelor of Science in Strategic Management of Information Systems and received her Master of Business Administration from St. Mary’s University of Minnesota. Beth has held many positions throughout her 18 years with Mayo Clinic including positions within Endocrinology, SPARC Innovation Program, Management Engineering and Internal Consulting, and the Center for Innovation. Beth’s experience includes clinical process experimentation, ideation, project management, and systems innovation. She is currently working as a Product Manager in the Center for Connected Care with a focus on Emergency Telemedicine Services.