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When Volunteers Were Engaged, Patients Benefited in Multiple Ways

• Volunteers often reassured patients.
• Patients could avoid costly and inconvenient travel to an in-person specialist or could be seen by an in-person specialist more quickly.

Volunteers Generally Evaluated the Program Positively Overall

• Volunteers were very pleased with administrative staff and the improvements made to the pilot over time.

The On-Site Clinicians Had Only Positive Things to Say About the Physician Volunteers

• They frequently praised their clinical skill and professionalism.

Low Utilization of Volunteers by On-Site Clinic Providers Was a Leading Challenge

• Some on-site physicians and volunteers identified cases in which referral to MAVEN Project volunteers was inappropriate.
• Lack of familiarity and rapport between on-site clinicians and volunteers was a major barrier to uptake.
• The limited hours of MAVEN Project volunteers and the need to track the schedules of part-time volunteers were barriers to greater uptake.

Workflow Issues Are Common in New Telehealth Interventions

• Each service line required its own unique workflow; there was no one-size-fits-all approach.
• Both volunteers and on-site staff independently recommended that certain days or blocks of time be fully dedicated to the MAVEN Project and telehealth.

Volunteers Did Not Always Get Information on What Ultimately Happened to Their Patients

• They were concerned that, given the low volume of visits, there might be insufficient demand to allow them to meet their personal goals with the program and to remain comfortable with MAVEN Project systems and processes.

The Program Can Have Unintended Consequences

• Certain patients who confront barriers to in-person care might opt to use the MAVEN Project as a substitute for the care of a local specialist.