1. Kelly Crown
Children’s Hospital Los Angeles
Virtual Care Challenges &
Considerations Working with Children
Telehealth Secrets – October 2, 2019

2. About CHLA
• #5 on the U.S. News & World Report Honor Roll of children’s hospitals
• Top rated children’s hospital in California
• Safety net hospital
• 6,850+ employees and medical staff
• 17,000+ inpatient admissions annually
• More than half a million patient visits annually
• 95,000+ emergency department visits annually
• 17,150+ pediatric surgeries performed annually
• 2,453 patients transported via helicopter, Learjet and ambulance

3. Our Patients
60% English as a second
language
10+ languages spoken
Depending on the specialty
60%-80% of patients covered
by Medi-Cal
5%
African-American
5%
Asian
20%
Caucasian
60%
Latino
10%
Other

4. Purpose of
Innovation at
CHLA
To build a thriving culture of
innovation, solving complex problems by
convening internal and external communities
to design, incubate, accelerate and
operationalize new processes and technologies
that transform care delivery models in
pediatrics.

5. Virtual Care

6. Virtual Care @
CHLA
Current State
 Approved implementation strategy and plan
 Launched seven pilots, 100+ virtual visits
 Contracted American Well & Cerner as platform
 Wrote Enterprise Implementation Guide & Policies
2019 – 2020 Focus
Using our new platform, in 2020 we are focused on :
1. Scale – increase volume & access
2. Expand – introduce 15+ new specialties
3. Improve Patient, Family & Provider Experience
Virtual Care Services
• Virtual visits
• Virtual consults
• Remote second opinions

7. Challenges & Considerations

8. Challenge 1:
Adoption
How can we increase adoption of virtual
care and help families feel comfortable
accessing care virtually for the pediatric
population?

9. Challenge 2:
User
Experience
How might we mitigate existing
challenges with physician, provider and
staff burnout through easy-to-use,
intuitive applications that enable them to
seamlessly deliver high quality care?

10. Challenge 3:
Access for all
children
How can we ensure connectivity in
populations with less access to
technology?

11. Key Lessons Learned

12. Lesson 1:
Build a Change
Coalition
Build a Change Coalition with cross-
functional stakeholders to provide
expertise and feedback, launch pilots and
champion virtual care services across the
organization, including provider and
administrative representatives

13. Lesson 2:
Integrate Legal
& Risk Early
Legal, compliance and risk management
teams are key resources to integrate into
the procurement, strategy and
implementation processes early

14. Lesson 3:
Design for the
End User
Understand the needs of the user and
design accordingly to drive adoption:
convenience, quality, trust, security and
connection with the provider care team

15. Questions?

16. Thank you!