Frequent and complex callers to telehealth services present unique challenges, requiring innovative approaches to ensure effective care delivery. This webinar delves into the advanced strategies developed by the Whakarongorau Aotearoa // New Zealand Telehealth Services Coordinated Care Team, made possible through the capabilities of Valentia Technologies’ Spectrum Telehealth Platform. Valentia’s Spectrum Telehealth System comprehensive suite of tools has been pivotal in addressing the unmet needs of these service users while providing critical support to frontline staff.

The Whakarongorau Coordinated Care Team provided enhanced support to Whakarongorau telehealth service users whose needs were unmet through standard service offerings. This work and its impact received a Highly Commended award at the 2024 TheMHS Learning Network Mental Health Awards of Australia and New Zealand.

Spectrum Telehealth System has enabled the creation of tailored support plans and effective collaboration among stakeholders. The platform’s ability to manage high-frequency calls and integrate multi-channel communication ensures that Whakarongorau service users receive individualised care while optimising system capacity. 

Drawing on insights from years of service and research, this session will demonstrate how practical techniques implemented by Whakarongorau—underpinned by Spectrum’s robust infrastructure—have transformed care delivery for complex callers. 

Webinar attendees will gain actionable knowledge on leveraging coordinated care to navigate high call volumes and complexity, fostering a sustainable, empathetic, and efficient telehealth environment. 

Key Discusssion Points:

• Exploring how the Whakarongorau Coordinated Care Team developed enhanced support for frequent and complex callers whose needs were not met through standard service offerings, showcasing a blend of clinical innovation and strategic planning.

• How Spectrum Telehealth System supports the implementation of tailored support plans and facilitates collaboration among stakeholders, ensuring individualised care delivery for complex cases.

• The use of data and analytics to inform care strategies, enabling evidence-based decision-making and improving outcomes for high-frequency callers through actionable insights.

• Strategies for balancing caller needs with system capacity, leveraging technology and clinical processes to ensure sustainable and efficient telehealth services.

• How integrating communication channels enhances the experience for service users and supports the clinical workflow, ensuring seamless interactions and follow-ups.

• Highlighting the clinical and systemic impact of coordinated care strategies, recognised by the Highly Commended award at the 2024 TheMHS Mental Health Awards, and the lessons learned from years of research and practice.