Dissemination, adaptation, and uptake of patient-facing materials to improve care coordination in primary care

Objective

We sought to improve patients' experience of care coordination by promoting the uptake of patient-facing tools with evidence of sustained use in Veterans Affairs (VA) primary care clinics. We disseminated tools, adapted and improved tools in response to feedback, and tracked real-world uptake.

Methods

We conducted outreach to leadership and frontline providers at local, regional, and national levels. We collaborated with frontline providers and veteran patients using human-centered design approaches to guide tool adaptation. We assessed dissemination and real-world uptake through website analytics and QR code tracking.

Results

Tools included paper pamphlets that explained care processes, provided contact information, and answered frequently asked questions. Feedback resulted in use of larger fonts; pictures and colors; less dense text; and QR codes. Discussions led to development of new tools addressing current challenges coordinating care with VA-paid community providers. We observed substantial uptake (>2000 tool page views, >3000 QR code accesses).

Conclusion

Simple patient-facing tools are valuable to patients and frontline providers as evidenced by voluntary uptake despite competing demands.

Innovation

Tools with evidence of sustained uptake were adapted to address current challenges with navigating care and care coordination among VA and non-VA providers. QR codes enabled tracking of real-world uptake.