Date of Award
Fall 2022
Degree Type
Open Access Dissertation
Degree Name
Public Health, DPH
Program
School of Community and Global Health
Advisor/Supervisor/Committee Chair
C. Anderson Johnson
Dissertation or Thesis Committee Member
Jessica Clague DeHart
Dissertation or Thesis Committee Member
Bernie Jaworski
Terms of Use & License Information
This work is licensed under a Creative Commons Attribution 4.0 License.
Rights Information
© 2022 Cindy Delgado
Keywords
Customer Experience Journey Mapping (CXJM), Diabetes Prevention Program, Hispanic/Latino, Mixed-Methods, Older adults, Telehealth
Subject Categories
Marketing | Public Health
Abstract
Introduction: This study captured the experiences of diabetic patients and their coaches during the Covid- 19 transition to virtual delivery. Previous research has focused on the feasibility and effectiveness of in-person versus telehealth delivery of Diabetes Prevention Program (DPP). However, few studies have merged perspectives from the field of ethnic studies, public health, and customer service research during a pandemic to understand the experience of telehealth from end-users. Methods: A mixed-methods evaluation was conducted using interviews and quantitative surveys to provide insight into personal perspectives to in-person and telehealth experience. A customer-experience journey map (CXJM) was then created of Stopping Diabetes in Its Tracks (SDIT), a transdisciplinary engineered system that delivers holistic diabetes prevention and management to inform equitable telehealth infrastructure development and virtual delivery of future programs. Results: The CXJM was a useful method to identify and visualize key program touchpoints and critical stages where change can provide the most benefits. In addition, it provided insight into exceptional positive and negative experiences with in-person and telehealth class modality providing implications for future programs that want to transition to telehealth. Although the study had a small sample size (n=10), 70% of participants identified as Hispanic/Latino and were older adults. Their experiences and reflections offer recommendations for future chronic disease management programs that want to provide tailored care to these population groups. Conclusion: The study of telehealth experience is still in its infancy. Understanding individuals and institutions experiences with acceptance, adoption, and implementation will be critical moving forward. As the aging population grows, tailored approaches will be critical to improve quality of telehealth while also addressing concerns with unsatisfaction.
ISBN
9798351420387
Recommended Citation
Delgado, Cindy. (2022). Transdisciplinary Evaluation of Telehealth Experiences of Diabetic Participants’ and Their Coaches’ in “Stopping Diabetes in Its Tracks” (Sdit) a Descriptive Mixed- Methods Customer Experience Map Journey. CGU Theses & Dissertations, 501. https://scholarship.claremont.edu/cgu_etd/501.
