Telehealth Community

During the COVID-19 health crisis and beyond many need access to guidance on telehealth, including clinical, legal, and technical expertise, as well as advice from peers. Participation in this community is free.

Welcome to the Telehealth Community

CSI Solutions and its partners have launched this community to enable rapid access to telehealth information and resources. Join the conversation to learn and contribute to this important work.

Meet Our Community Facilitators

Roger Chaufournier, MHSA
CEO of CSI Solutions

Kathy Reims, MD, FAAFP
CMO of CSI Solutions

Christian Milaster, MS
Founder and President
Ingenium Digital Health

Kathy Letendre, MHA
Organizational Excellence Advisor
Ingenium Digital Health

Tom Davis, MD
Physician Telemedicine Advisor
Ingenium Digital Health

 

Join the Telehealth Forums to share insights and questions. Once you login, you can choose the Subscriptions option to receive email notifications of new posts.

Participation is free. We will not share your contact information with vendors or other third parties. Some products and services recommended by peers may have associated costs.

Upcoming Telehealth Webinars

September 17, 2020 12PM ET – Telehealth Use Cases for Acute and Post-Acute Care

Virtual Inpatient Care, Remote Patient Monitoring and other valuable use cases.
In this 60-minute webinar, join Christian Milaster, Founder & President of Ingenium Digital Health Advisors, as he shares real-life examples from his experience in helping healthcare organizations to offer the best of both worlds.


Previous Telehealth Webinars


August 20, 2020 – Measuring Telehealth Success

View Webinar Recording  View Webinar Slides

July 23, 2020 – Hybrid Care Delivery: The Best of Both Worlds

View Webinar Recording  View Webinar Slides

July 9, 2020 – Optimizing Your Telehealth Services The 6 Hallmarks of Excellent Telehealth Services

View Webinar Recording  View Webinar Slides


Selected Recent Telehealth Resources

This is a nice piece outlining competencies needing to be taught at various level of medical training relative to telehealth and can be adapted for other purposes.
Published on: 2020-11-12
This change package is built on a set of primary and secondary drivers that lead to optimization of telehealth services.
Published on: 2020-09-24
This 60-minute HIMMS webcast explores how Northwell Health is leveraging multiple technology platforms in new ways during the COVID-19 health crisis.
Published on: 2020-07-14
Optimizing telehealth
Published on: 2020-07-14
The following sample scripts can help your front desk team manage the process of helping patients handling the shift to telehealth appointments.
Published on: 2020-07-14
This updated site provides AMA updates and a link to AMA's Steps Forward Module on Telemedicine.
Published on: 2020-07-14

Telehealth Updates

Ingenium Digital Health Advisors Optimizing Care Delivery

  • Telehealth & Covid-19: Past, Present & Future
    by Christian Milaster on April 13, 2021 at 5:58 am

    Over the past year, a lot has happened, is still happening and is going to happen in the Telehealth universe. At the height of the Covid-19 health crisis we’ve seen an unprecedented growth of telehealth followed by a dip in utilization as people were trying on “hybrid care”. Now, a year into the widespread [...] The post Telehealth & Covid-19: Past, Present & Future appeared first on Ingenium Digital Health Advisors.

  • Hybrid Care 2021: The Best of Both Worlds
    by Christian Milaster on April 6, 2021 at 8:06 am

    The concept of hybrid is to combine the best of two worlds. A gasoline engine and an electric engine in hybrid cars. In-person and virtual learning in hybrid learning. Or peanut butter and jelly, ice cream with chocolate sauce or pizza with pineapples (okay, I understand the last one is debatable ;-). In a [...] The post Hybrid Care 2021: The Best of Both Worlds appeared first on Ingenium Digital Health Advisors.

  • Telehealth is a Clinical Tool: Use it as Such
    by Christian Milaster on March 30, 2021 at 6:29 am

    Telehealth is everywhere. In the news. On Clubhouse. On the radio. On the frontpage of hometown newspapers. But we need to stop treating telehealth like it’s a novelty, or a distinctly new service offering. Or, even worse, as a “digital health” technology. At its essence, Telehealth is merely a clinical tool. It can be [...] The post Telehealth is a Clinical Tool: Use it as Such appeared first on Ingenium Digital Health Advisors.

Telehealth Forums

TELEHEALTH ONLINE CHANGE PACKAGE

Telehealth is used as an interim and long-term strategy to increase patient access to care, enhance care team productivity, and provide a positive experience for patient and provider.

SUPPORTIVE ORGANIZATIONAL INFRASTRUCTURE

Secondary Drivers

1.1 Dynamic plan based on assessment of need
---------

1.2 Policies and procedures to cover HR, operations, legal
---------

1.3 Optimized space, equipment, and technology
---------

Change Concepts

Change Concepts (1.1)

Change Concepts (1.2)

Change Concepts (1.3)

Choose a secondary driver to reveal its change concepts

-Regularly address overall population needs for telehealth based on patient and visit data.

-Look for innovative ways to use virtual care to address needs and preferences of patients and the care team.

-Conduct formal operations, technology, clinical, and patient readiness assessments.

-Assess operational impact of all types of telehealth (phone, synchronous video, other).

-Establish aims, determine how to measure them, and include these in the organization’s strategic and quality plans.

-Identify candidates who will benefit from telehealth using defined criteria.

-Identify patients who may have difficulty engaging in telehealth and develop mitigation strategies for those for whom telehealth is desired.

-Designate oversight responsibility for telehealth.

-Follow federal, local, medical practice and malpractice insurance guidance for virtual care provision.

-Engage patients and frontline staff to develop and implement generalized workflows and those needed for specific population segments.

-Adapt job descriptions and onboarding material to include telehealth expectations.

-Assign responsibility for technical support.

-Confirm or supply needed home monitoring devices and interfaces.

-Protect privacy and security in all locations and with all device options.

-Stay current with evolving technology.

-Anticipate things that can go wrong and develop written contingency plans.

Resources

No Resources

No Resources

No Resources

PRODUCTIVE INTERACTION OF PATIENTS AND PROVIDER/CARE TEAM

Secondary Drivers

2.1 Standardized, role-based workflows, scripts, and documentation
---------

2.2 Communication and marketing to reach internal and external stakeholders
---------

2.3 Formal initial and ongoing training approaches
---------

1.4 Optimized space and technology
---------

Change Concepts

Change Concepts (2.1)

Change Concepts (2.2)

Change Concepts (2.3)

Choose a secondary driver to reveal its change concepts

-Define responsibilities for all aspects of the telehealth visit, including the provision of self-management support.

-Use scripts for reliable messaging before, during, and after the visit.

- Incorporate virtual care and remote monitoring documentation into an overall record and care plan.

-Regularly review and standardize telehealth workflows.

-Develop procedures to ensure patient safety in the virtual care environment.

-Engage a clinical champion.

-Engage patient champions.

-Build awareness in staff and community about telehealth options offered by the practice.

-Assist patients and families in understanding the types of care and visits appropriate for telehealth.

-Prepare staff, patients and families for positive and effective engagement through telehealth.

-Adapt job descriptions and onboarding material to include telehealth expectations.

-Train all members of the care team for their roles and responsibilities for telehealth.

-Cross train staff in their roles and responsibilities for telehealth.

-Provide staff with tools and information to engage patients in a culturally appropriate manner.

-Stay current with evolving technology.

-Anticipate things that can go wrong and develop written contingency plans.

Resources

No Resources

No Resources

No Resources

BUSINESS MODEL

Secondary Drivers

3.1 Continuous data-driven quality improvement system
---------

3.2 Ongoing review of the business case for telehealth services.
---------

2.3 Formal initial and ongoing training approaches
---------

1.4 Optimized space and technology
---------

Change Concepts

Change Concepts (3.1)

Change Concepts (3.2)

Choose a secondary driver to reveal its change concepts

-Monitor care delivery performance for all patients: those that receive telehealth and
those that do not.

-Incorporate feedback from staff, patients, and families to improve experience with
telehealth for all.

-Regularly monitor and act on metrics that align with goals.

-Regularly review and standardize telehealth workflows.

-Develop procedures to ensure patient safety in the virtual care environment.

-Assess and optimize the efficiency of telehealth services.

-Maximize traditional and alternative funding opportunities.

-Understand positive and negative financial impact of telehealth on patients.

-Assist patients and families in understanding the types of care and visits appropriate for
telehealth.

-Prepare staff, patients and families for positive and effective engagement through
telehealth.

-Adapt job descriptions and onboarding material to include telehealth expectations.

-Train all members of the care team for their roles and responsibilities for telehealth.

-Cross train staff in their roles and responsibilities for telehealth.

-Provide staff with tools and information to engage patients in a culturally appropriate
manner.

-Stay current with evolving technology.

-Anticipate things that can go wrong and develop written contingency plans.

Resources

No Resources

No Resources

No Resources

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