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Core Competency:
Trustworthy Digital
Experience

Use this core competency to ensure your platforms are creating a trustworthy digital experience for patients.

V1C providers and payors can use this core competency to learn about the key factors and importance of privacy and security measures for virtual healthcare.

Value proposition

Exceptional V1C providers embed safe, ethical, and equitable practices by design into everything they do, from cybersecurity infrastructure and platform design to technology selection and deployment.

This care modality relies heavily on digitized health data and digital health technologies to power responsive, personalized, and continuously accessible care. It must adhere to all laws applicable to healthcare delivery companies and take responsibility for protecting patients and users from harm associated with the theft or misuse of their sensitive health data.

Considerations

Maturity: Established

The digitization of healthcare and the rise of V1C promise enormous benefits but also introduce new risks and considerations for privacy and security. Current legal protections for health data with healthcare providers covered by HIPAA are sufficient. Yet HIPAA does not cover all digital health solutions, and some that claim to be HIPAA compliant in public have acted contrary to their public claims.

Taking an ethical approach to digitally-enabled virtual first care comes down to:

  1. Weighing the benefits and risks of developing and deploying digital solutions
  2. Taking measures to avoid any unnecessary uses or disclosures of a person’s private digital information to provide just the sought-after healthcare (and reimbursement for it)
  3. Ensuring that the benefits outweigh the risks for all people
Success indicators
  • Data infrastructure protects against data breaches and other misuse of private health information, including automatic data encryption, conducting regular security protocols, audits, updates, and training, and ensuring compliance with regulatory requirements.

  • Data privacy practices include using data sharing agreements, developing user-friendly contracts (e.g., terms of service or privacy policies), and allowing users to opt in or out of third-party transfer or use of their data.

  • Digital health technologies have appropriate regulatory oversight, are used according to label claims, are free from bias, and appropriately contextualize data for clinical decision-making.

  • Support, service, and content are personalized for a diverse population of users, don’t require technology that unintentionally excludes individuals, use clear language, and provide offline capabilities.

Stakeholder perspectives on trustworthy digital experience

  • Patients trust providers to safeguard their sensitive information and are increasingly aware of their right to choose how their data is used. Patients value accessing and using technology in a way that fits into their lives.

  • Providers must trust the integrity of the data they use for patient care and be assured that the technology used in V1C practice is fit-for-purpose, including tools such as artificial intelligence and machine learning (AI/ML) to reduce administrative work and augment their ability to care for patients.

  • Payors conduct rigorous security reviews and value prospective partners that can streamline contract discussions and audits by demonstrating that they meet or exceed accepted industry standards for security controls and the use of sensitive data.

  • Health systems face a myriad of security and privacy challenges. They need assurances that potential partners appropriately manage risks.

  • Investors seek a trustworthy digital experience as a vital indicator of a venture’s scalability and sustainability in market acceptability and mitigating risks to their reputation.

What does high quality, trustworthy V1C look like? Explore the Core Competencies framework to discover what good V1C looks like and how to get there.

Effectiveness

Produce outcomes that are valuable to your key stakeholders

Trustworthy digital experience

Deliver an ethical, equitable, and safe digital experience

Clinical & operational integration

Fit seamlessly within a broader healthcare context

Administrative efficiency

Minimize implementation and operational frictions

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