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.


Secondary Drivers

1.1 A dynamic plan based on assessment of need

1.2 Policies and procedures to cover human resources, operational, and legal requirements

1.3 Communication methods reaching community stakeholders

1.4 Optimized space and technology

Change Concepts

Choose a secondary driver to reveal its change concepts

-Conduct a formal readiness assessment

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

-Assess impact on scheduling and space

-Codify aims and how to measure them

-Look for innovative ways to expand use of virtual care

-Identify patients who would benefit from telehealth visits using defined criteria

-Use documentation standards for all aspects of a telehealth visit

-Develop and implement generalized workflows and those needed for specific population segments

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

-Adapt job descriptions and onboarding to Include telehealth expectations

-Designate oversight responsibility for telehealth

-Engage a clinical champion

-Build awareness in staff and community

-Manage expectations of patients and families

-Stay current with evolving technology

-Assign responsibility for technical support

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

-Confirm home monitoring devices and interfaces used

-Identify space and technology barriers and develop mitigation strategies


  1. Telehealth Readiness Assessment tool:

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Secondary Drivers

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

2.2 Patient and provider communication and engagement strategies

2.3 Formal initial and ongoing training approach

Change Concepts

-Define responsibilities for all aspects of the telehealth visit

-Regularly review and standardize telehealth workflows

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

-Anticipate potential failures in remote care provision and develop written contingency plans

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

-Share information to promote patient comfort with telehealth

-Build self-management support staffing into telehealth scheduling

-Incorporate feedback to improve patient experience

-Measure and act on provider experience with telehealth

-Use scripts for reliable messaging before and during the visit

-Train stakeholders to meet their distinct needs

-Cross train staff

-Add telehealth training to onboarding process



Secondary Drivers

3.1 Continuous data-driven quality improvement system

3.2 Ongoing review and response to reimbursement and regulatory requirements

Change Concepts

-Regularly monitor and act on metrics that align with goals

-Incorporate telehealth into QI and strategic planning

-Document value in financial and non-financial terms

-Stay abreast of payer reimbursement rules and requirements

-Maximize traditional and alternative funding opportunities


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Secondary Drivers

Bi-directional modalities and back-up systems confirmed, installed, and tested
Integration of biometric monitoring and point of care testing


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