Telehealth is an important clinical delivery model, especially for home-based providers during the COVID-19 pandemic. Here are some practical implementation considerations:
Practice Implementation
- Consider current and future COVID-related workflow needs when selecting a technology vendor
- Train staff by conducting mock virtual visits among team members
- Develop documentation templates and educate staff on documentation and consent requirements
- Define the scheduling process (e.g., time slot allotments for virtual versus in-person visits)
- Use support staff to set up the visit with patients/caregivers before connecting the provider
Provider Telehealth Etiquette
- Conduct visits in a well-lit, private space; choose solid-colored clothing/backgrounds
- Greet patients as you would normally, consider showing your I.D. badge to new patients
- Set camera at eye level, maintain eye contact, and explain if and why you need to look away
- Speak in a normal tone of voice using empathetic speech and body language
- Keep “lag time” of technology in mind, allow for pauses
- Communicate next steps (e.g., follow-up appointments, prescriptions)
Post-Visit
- Conduct patient and caregiver satisfaction surveys, analyze feedback
- Identify outcome metrics (e.g., number of successful visits, phone versus video, technical difficulties, billing level)
- Discuss challenges and successes with your team
- Conduct internal monitoring and audits to ensure documentation and compliance requirements are met for all types of telehealth encounters
