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 A dynamic plan based on assessment of need
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1.2 Policies and procedures to cover human resources, operational, and legal requirements
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1.3 Communication methods reaching community stakeholders
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1.4 Optimized space and technology
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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

Resources

  1. Telehealth Readiness Assessment tool: http://mhcctelehealthtool.herokuapp.com/

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PRODUCTIVE INTERACTION OF PATIENTS AND PROVIDER/CARE TEAM

Secondary Drivers

2.1 Standardized, role-based workflows, scripts, and documentation
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2.2 Patient and provider communication and engagement strategies
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2.3 Formal initial and ongoing training approach
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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

Resources

BUSINESS MODEL

Secondary Drivers

3.1 Continuous data-driven quality improvement system
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3.2 Ongoing review and response to reimbursement and regulatory requirements
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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

Resources

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OPTIMIZED TECHNOLOGY

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Secondary Drivers

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

Resources

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