Operations and Implementation

ePoster Presentation

(EP-136) Designing and Implementing a Telehealth Crisis Service Throughout an Integrated Delivery System

Sunday, April 23
4:55 PM - 5:10 PM
Location: Experience Zone - ePosters

Intermountain Healthcare continues to experience an increasing demand for mental health services throughout the communities we serve. Many of our communities lack the necessary resources to respond in a timely and appropriate manner to the mental health needs of the individuals. This results in delayed assessment of risk and subsequently a delay in treatment. Delay in treatment is a significant risk for persons experiencing suicidal ideation/intention. In 2013, the Intermountain behavioral health and intensive medicine clinical programs in partnership with the Telehealth department began exploring ways to address the needs of patients in crisis in our emergency departments. This was the beginning of our journey to designing and implementing a system wide Telehealth ED crisis care service.

The goals of this presentation are to discuss the following:
1. How we identified Telehealth as an appropriate mechanism for delivering ED crisis care
2. The key elements to designing a system wide Telehealth service
3. How to gain support from clinical and business stakeholders
4. The trials and successes of implementation
5. The increasing demands to expand crisis and behavioral health services

• The State of Utah has one of the highest prevalence rates in the nation for serious mental health disorders. 22.4% of the adult population experience a mental health disorder in the past year.
• Over 15% of the patients seen in our emergency departments have a primary or secondary diagnosis related to behavioral health. Some facilities are seeing as high as 30%.
• Facilities and communities struggle to recruit and staff the emergency department with a trained and experienced crisis worker.
• Patients are waiting hours and sometime days to receive the appropriate care needed.

Why Telehealth
Telehealth provides a transformative and cost effective method to deliver crisis care
• Providing access to trained professionals and meeting the unmet needs of our patients
• Operational efficiency by having a dedicated crisis team available and eliminating costly on call and downtime hours
• Better care coordination and expertise in local resources and inpatient placement processes
• Crisis is our core competency and what we deal with on a daily basis

• 11 Intermountain facilities are using these services and 1 outreach partner
• Over 600 crisis evaluations have been conducted
• Median response times decreased from over 60 minutes to less than 20 minutes
• Demand for additional services (inpatient and direct to consumer)

Learning Objectives:

Adam N. Hornung

Regional Operations Director - Central Region
Intermountain Healthcare

Adam has been a key leader in the development of tele health service delivery at Intermountain Healthcare. Under Adam's leadership, the telecrisis program at Intermountain Healthcare grew from 4 hospitals to 12 hospitals in a years time. Response times have improved 72% and volumes have increased several hundred percentage points. Adam is passionate about the impact for good telehealth can have on patients, particularly in rural settings. Adam holds masters degrees in Social Work (University of Louisville) and Healthcare Administration (University of Minnesota). Adam has held positions at the VA and Banner Health before accepting his present role. Adam is currently a regional operations director at Intermountain Healthcare and has held that position for 2 years.


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Jason C. Cox

Clinical Operations Manager
Intermountain Healthcare

Jason is an experienced healthcare professional with a passion for healthcare technology and operations. He has over sixteen years of experience in Healthcare and has worked as an administrative fellow, clinical systems analyst, senior operations consultant and most recently a clinical operations manager in Telehealth at Intermountain Healthcare.

Jason received his Masters of Healthcare Administration degree from the University of Minnesota in 2002 and holds a Bachelor of Science degree from the University of Utah.


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(EP-136) Designing and Implementing a Telehealth Crisis Service Throughout an Integrated Delivery System

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