Expanding Access To Rural Healthcare Services And Benefits Through Secure, Interactive Video Links: A Case Study Of Video Claims Taking Implementation In The Great Plains

Abstract

Context: Between 2003 and 2008, the University of North Dakota Center for Rural Service Delivery (RSD) increased access to a number of vital government services for citizens in rural communities and Native American reservations through the Video Claims Taking (VCT) program, which allowed claimants in rural healthcare settings to apply for benefits over secure interactive video networks to distant government offices. VCT helped increase healthcare reimbursement, social and related public service benefits to 31 underserved communities in six states and leveraged a significant increase in applications for government services and monetary benefits to these communities. Methods: A case-study examines the implementation, use and impact of the VCT technology over the RSD’s five year operation. Findings: The authors offer five principal findings which center on the relationships between government agencies and rural claimants, some cultural considerations posed by this electronic form of service delivery, the program’s potential to realize certain efficiencies, the technical challenges faced during implementation and overcoming a number of organizational and communications barriers. Conclusions: The foregoing analysis of the RSDs initiative and its VCT program contributes to a better understanding of how to leverage an interactive video platform to provide government healthcare reimbursement services to underrepresented groups in rural contexts for public agencies and private healthcare providers that are interested in adopting a similar model of service delivery to their stakeholders