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

Peter Caplan, MPCD, MS
Telehealth Strategy & Implementation Advisor Ingenium Digital Health Advisors


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 2PM ET – Telehealth Use Cases for Acute and Post-Acute Care

Virtual Inpatient Care, Remote Patient Monitoring and other valuable use cases.
In this webinar, Christian Milaster and Erkan Hassan, will provide a comprehensive overview of healthcare’s most common uses of telehealth for acute care in the hospital and emergency room and post-acute care at home, nursing homes and hospice, including remote patient monitoring (RPM).

Christian Milaster is the Founder & President at Ingenium Digital Health Advisors and Co-Founder of the Telehealth Community. Erkan Hassan, PharmD, is the Acute & Critical Care Advisor at Ingenium Digital Health Advisors and Principal at Transformational Views Consulting.

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 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

  • 5 Telehealth Metrics Healthcare Leaders Need to Pay Attention to
    by Christian Milaster on October 27, 2020 at 6:55 am

    With telehealth having been launched virtually overnight in most healthcare organizations, many leaders are pretty much in the dark when it comes to their insights into the performance of their organization’s telehealth services. Without “knowing how it’s going”, healthcare organizations risk alienating clinicians, limiting patients’ access to care, and hurting their bottom line. In [...] The post 5 Telehealth Metrics Healthcare Leaders Need to Pay Attention to appeared first on Ingenium Digital Health Advisors.

  • Is Virtual Care Worsening Outcomes?
    by Christian Milaster on October 20, 2020 at 9:18 am

    The Covid-19 health crisis accelerated the wide-spread adoption of virtual care to quickly get care to the patients while keeping physicians, staff and patients safe. But after many months of some patients being seen “virtual only”, the question is asked: Is virtual care worsening outcomes? A Simple 4-step Care Process I’ve been working in [...] The post Is Virtual Care Worsening Outcomes? appeared first on Ingenium Digital Health Advisors.

  • No Virtual Care Waiting Rooms, Please!
    by Christian Milaster on October 13, 2020 at 6:08 am

    As we are getting more and more familiar with the new virtual care paradigm, the “new normal” seems to slowly now also embrace the widespread abomination of traditional care: Making Patients Wait. Thus my plea is: No Virtual Care Waiting Rooms, please! Virtual Care Waiting Rooms are Necessary! Now, don’t get me wrong — [...] The post No Virtual Care Waiting Rooms, Please! appeared first on Ingenium Digital Health Advisors.

Telehealth Forums

Please or Register to create posts and topics.

Telehealth Scheduling question

On behalf of a subscriber to another list, I would be interested to know if anyone can share best practices documents regarding telehealth scheduling. Specifically, the person is wondering whether telehealth visits should be carved out or be a block of appointments in a schedule.

Thank you.

In terms of scheduling templates there are a couple of considerations. First, what do your patients want and need? It is important to assess each panel and the patients affinity for telehealth.  You may find that some patients resist returning to the traditonal visit and others just can't adapt to the virtual visit or don't have the local capacity to engage (bandwidth and or computers with cameras).

The COVID pandemic has disrupted our normal care delivery model in the near term. The second consideration is the reality that the impact of COVID may be felt long term on some of our staff who may  encounter child care and other needs to be home bound well beyond the pandemic.  Therefore, we need to understand how telehealth can help retain, accommodate and optimize our work force.

Two basic models evolve with many permutations off each. One is the block scheduling model where in-clinic, face-to-face visits are offered in chunks of time either in the morning or the afternoon. Then telehealth visits are conducted during a block of time at the other parts of the day.  Many providers prefer this approach and find it easier to do telehealth visits back to back.  This approach also affords some staff and providers to work at home in the morning or afternoon and then be in clinic at the other times.

The other model is where telehealth gets integrated into the normal schedule as if it is a routine encounter.  In such a  scenario, a care team might have two in-clinic face-to-face visits followed by a telehealth visit. Or a face-to-face in clinic visit sandwhiched inbetween two telehealth visits.  This normalizes telehealth visit into the mainstream of routine workflow mimicking our more traditional approach to care delivery.  The downside is it requires the care team to be in-clinic for the whole day.

We also need to consider  future scenarios such as a beloved provider leaving the geographic area but who could continue to maintain a panel of pateints in a virtual way with a hybrid design of other care team members being able to support the hands on in-clinic work when needed (e.g. pap smear, vaccinations, etc.).

This will take some time to evolve based on the needs of your local environment. The key is empanelment and understanding the needs, flexibility and continues improvement as you experiment with your model.

Thank you Laurel for passing on this very common question that I've discussed multiple times over the past 2 weeks.

I've likened it to the Swiss Cheese and Block Cheese scheduling model: With the Swiss cheese model of scheduling you intersperse virtual visits with your in-person visits. With the block cheese model you reserve chunks of time.

Prior to Covid-19 most telehealth services I launched used the Swiss Cheese model, though for those providers that were notoriously running behind schedule, we quickly instituted the block scheduling approach, typically after lunch.

For Covid-19, given the need for PPE, a Swiss Cheese model is not advisable, as it requires too many PPE changes and also makes it easier for providers to fall behind schedule. We therefore highly recommend using a block-scheduling model, ideally at least half days, ideally at the beginning of your shift or a pre-scheduled break (to allow for catching up).

With regards to the location of the providers also consider this: to further optimize the in-person clinic environment for the safety of staff and patients during Covid-19, clinicians can work from home a full day or half days doing telemedicine.

As more and more patients return to work, this also allows for more flexibility to schedule shifts in the late afternoon, early evening hours, e.g., 4 PM to 8 PM (which patients love!).

For a free webinar this Thursday where I talk about Hybrid Care, see this post on LinkedIn:

I have also attached a recent article from my weekly newsletter that specifically addresses the Hybrid Care Delivery environment.

Please contact me here for further questions.


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