Interview: Lessons from a Leader in Telehealth Diffusion: A Conversation with Adam Darkins of the Veterans Health Administration

Abstract

The Veterans Health Administration (VHA) is one of the world leaders in using telehealth to promote independent living for its patient population. The VHA’s model uses a care coordinator who supports and monitors a panel of 100–150 patients, with a focus on empowering patients to take roles in self-management. VHA’s telehealth program has resulted in successful outcomes including patient satisfaction and reductions in bed days of care and hospital admissions. Adam Darkins, M.D., MPMH, FRCS, identifies key drivers that have led to the organization’s successful implementation of telehealth for patients with chronic illnesses: dedicated senior leadership, the presence of an electronic health record, operational innovation, and a desire to avoid higher-cost institutional care for patients. Looking forward, Dr. Darkins expects that telehealth will continue to create an environment in which people are motivated, engaged, and feel responsible for their own health. Dr. Darkins stresses that the opportunity is not in making more advanced technological breakthroughs, but rather in consolidating what is currently available and developing a coherent strategic vision for the future of health care. The VHA’s success in telehealth implementation is a result of the organization’s ability to connect its vision, strategy, and technology; this success can serve as a blueprint for the nation as it moves forward on health technology adoption.