Researching Virtual Specialty Care For Boston Children’s Hospital, A Competitive Analysis of Virtual Specialty Care Across U.S. Hospitals

Abstract

This project I worked on at the Boston Children Hospital reviewed the presentation of the Virtual Specialty Care in 35 major hospitals in the U.S. With virtual care gaining importance, particularly among pediatric patients and families that need to access specialty services without the inconvenience of travelling, digital delivery of such services is especially relevant to accessibility. The project was to analyze the clarity and fairness in which hospitals communicate their Virtual Specialty Care online. Data was gathered in a number of dimensions, such as the availability of services, specialties, booking experience, pricing clarity, and multilingual services, with a structured Excel tracker. Findings revealed that 76% of hospitals offered Virtual Specialty Care in a single specialty and 24% did not. Of the hospitals that did offer virtual specialty care, pricing information was also published by only 18%. 90% of hospitals restricted access to in-state patients, and only 31% of hospitals had multilingual support, mainly in Spanish, Arabic, and Chinese. The results indicated significant discrepancies in usability and transparency of websites of hospitals. Hospitals that were outstanding focused on descriptions of services, inclusive design, and easy booking that did not need patient log-in. The findings of this analysis have been compiled in the form of recommendations that can provide the Boston Children Hospital with the best strategies to enhance its virtual care digital approach. The publication is in line with wider aims of increasing access, equity, and trust in pediatric telehealth services