Author Contributions: Ms Gomes had full access to all of the data in the study and takes responsibility for the integrity of the data and the accuracy of the data analysis.

No abstract

The HFES Diversity Committee is entering its third year following many years existing as a task force. We have built a series of annual meeting content over the past years, with panels introducing the task force and then the committee; last year, we shifted focus to highlight examples of HFE research advancing diversity, inclusion and social justice. We continue to build off of previous years’ sessions – last year concluded with several questions seeking practical, concrete advice and suggestions to advance DISJ through HFE research and within the society. Therefore, this year we present an alternative format session that will function as a group of mini-workshops: two focused on research, one on broadening participation in HFE and one of inclusive excellence within HFE training and education. Session participants will develop “how to” knowledge and leave with a network of likeminded peers, colleagues and potential collaborators.

Introduction On-demand telehealth can have a high rate of patients requesting visits and dropping off without being seen by a provider, especially during the COVID-19 pandemic. Methods On-demand telehealth requests made to a large healthcare system in the USA between 15 March 2020 and 31 May 2020 were included for analysis with a focus on patients who were defined as left without being seen (LWBS). As part of a pilot program a registered nurse attempted to call LWBS patients within 24 hours of their telehealth request and asked if they were ok, if they sought care for their original visit reason, what that care was, or if they still needed guidance. This information and patient demographics were analyzed. Results During the study period there were 21,610 completed on-demand telehealth visits and 1852 patients for whom there were LWBS attempted follow-ups. Most patients LWBS for a reason that originated from the patient and not associated with the provider or telehealth platform. The mean wait time for LWBS patients was 12.4 min compared to patients waiting 15.1 min before engaging with a provider to complete a visit. Of the 1852 total LWBS patients in the follow-up programme, 819 (44.2%) were successfully contacted with a follow-up phone call. Most of these patients (63.2%) already completed or planned to complete a telehealth visit, 13.6% indicated they no longer needed to see a provider, and 12.8% planned or already completed an in-person visit. Only 2.2% went to an emergency department. Discussion Results suggest patients can effectively self-manage their care needs.