Qualitative Case Study: Implementation of Patient Reported Outcome Monitoring in a Mental Health Practice to Enhance Care and Improve Business

Abstract: Background: We present a case study to demonstrate how patient-reported outcomes (PROs) are used in mental health, and their impact on patient health and engagement. Methods: In 2020, a large telepsychiatry practice in California, United States, implemented an electronic PRO (ePRO) platform. Patients were sent scheduled PRO measures specific to their condition(s) via a unique link through text or email. Upon questionnaire completion, patients were shown a scorecard display of their results, and (in the case of follow-ups) changes from baseline. Patient responses were monitored by the practice’s clinicians. In 2022, we conducted a qualitative interview with the clinic director. Results: The use of ePROs in this practice had implications at the individual-patient level and system level. Tracking PROs allowed for enhanced patient engagement by enabling the patient to be knowledgeable about their own outcomes immediately upon questionnaire completion; this allowed patients to participate in informed discussions with their clinicians, and be actively involved in treatment decisions. The practice also used such display examples in their marketing, generating business from new patients who were interested in tracking their outcomes. Collecting data on patients within their practice allowed the company to conduct aggregate analysis across their patient population, to have a clear view of short-term and long-term benefits and risks associated with treatments, and identify where changes were needed. Challenges centered around optimizing patient response rate. Conclusion: PRO monitoring is a valuable tool for mental health clinicians to provide patient-centered care, optimize engagement, and generate new business.Short Description: We present a case study of a large telepsychiatry practice in the US to demonstrate how patient-reported outcomes (PROs) are used in mental health, and their impact on patient health and engagement. We conclude that PRO monitoring is a valuable tool for mental health clinicians to provide patient-centered care, optimize engagement, and generate new business.Name of Sponsoring Organization(s): VH, JP, and JS are affiliated with OutcomeMD.