On January 30, 2020, the WHO declared COVID-19 a global health emergency. To assure social distancing while providing needed care, health systems rapidly increased use of telehealth. Recognizing the potential for inequities related to digital readiness barriers, Jefferson Health implemented programs to address both access and knowledge barriers to telehealth uptake.

Methods

In June 2020, Jefferson received Federal Communications Commission funding to distribute iPads and remote patient monitoring (RPM) devices to patients. We created the Digital Onboarding Taskforce (DOT) in September, comprised of 30 MPH and medical students, to provide outreach to patients who received a device. Students engaged patients by phone, providing help with setting up and using devices to engage in telehealth or remote monitoring. All assistance activities were recorded to inform types and frequencies of challenges.

Results

Outreach has been slow, with the main barrier being patients not answering phone calls; students moved from Doximity Dialer to Google Voice to allow for pre-call texting, which has helped. To date, 79 patients have been assisted in connecting to the patient portal and using their new devices as intended. Patients have required assistance for multiple steps in the process, including setting up email, creating an Apple ID, accessing patient portals and syncing RPM device readings to electronic records.

Conclusions

Telemedicine may reduce the digital health divide, though not without attention to equitable uptake. Addressing digital readiness is necessary, but time consuming and complex. There is potential for students to play a role in addressing digital health inequities within health systems.