Live Review FAQ

--Live Review No Longer Happens. Members can opt out of recordings on their side OR Support can opt them out via admin.--

Live Call Review 

Vida is moving towards a live review of consultations to support quality assurance and the best member outcomes. 

Why do Live Call review?

• Improve adherence to our programs and modalities (CBT, MI, etc)
• Identify trends and learning needs 
• Supports review of procedures in the event of a member escalation or adverse event.

What does this mean for our members?

• Our goal is to have our members receive the best service and have their needs met 
• Members will be notified that their consultations may be reviewed
• An opt-out option is available. Members can opt out on their side OR Support can opt them out via admin.
• A live review will be selected and reviewed at random; it is representative of a statistically low number of the total population.

What does this mean for providers?

• Live review offers an opportunity for direct feedback as well as tailored coach and therapist Vida learnings to enhance outcomes with members. 
• Highlight what is going well and interventions that support our members

How can members opt-out?

•  If a member would like to opt-out,  providers can take the following steps:
• Ask member if they would like no consultations to be reviewed or if they are only concerned about the current consult
• If they would like to opt-out, providers can say to members:
  • “ I will reach out to our QA department directly right now to let them know your request to not listen live to this consultation.”
• Provider will make a note in the Opt-Out Slack channel the following information::
  • “TEAM CODE: Member specifically stated that they do not want this consultation listened to. Please confirm”
  • Auditor will stop listening to the consultation if already doing so
• The QA Manager will keep track of members that have opted out of the live review 

Will members know if the call is being listened to?

• No. You will inform members at the start of their participation in a program that live call review may happen.  In order to not disrupt the delivery of services, neither the provider nor the member will know if or when the live review is happening. 

What will auditors be looking for?

• Physical location obtained
• Referrals or crisis protocols (if applicable)
• SMART goals and a plan reflecting the call
• Adherence to modalities and programs (MI and/or CBT) 

Who will have access to live review?

• Quality Assurance department
• Provider Leads

How often would a coach be reviewed for QA?

• Live call review is organized by the provider.  Every provider will be reviewed at some point throughout the year.  However, live call review is conducted monthly across the entire Vida population which means that not all calls are reviewed and there is a chance that your specific calls will never be reviewed. 

Will consultations be recorded?

• No calls will be recorded at this time. This is only live review which means a 3rd party can listen in.

How are members notified?

• The message for the member shows up after the consultation is scheduled in the app, not in the chat.  Providers will not be able to see the message on the dash side.

What do I need to do for member notification?

• During ANY initial consultation with a member, providers will say, “As a reminder, this and future sessions may be monitored for training and quality purposes”
• Providers will not need to remind members of every consultation.

Providers can refer members to FAQ for any further clarification needed.