Telehealth is first and foremost a clinical tool and to be successful and sustainable, telehealth optimization must focus on creating a stellar clinician experience.
If you want grow and expand your clinicians use of telehealth (when clinically appropriate) and to enjoy it more, then here are 5 areas of telehealth knowledge to share with your clinicians:
Telehealth Awareness Training
The first question that anyone asks before they try something new is: Why?
To enroll clinicians into accepting telehealth as a viable alternative care delivery modality in a hybrid care delivery model, the clinical and executive leaders must provide an answer to that question. Whether it’s the preferences of the Modern Healthcare Consumer or the competitive threat of the Digital Health Avalanche: by now every clinic, hospital, or health center should have a Telehealth Strategy that describes the vision and strategic priorities for telehealth.
Once created — preferably with the input from many clinicians — the leaders of the organization must share the vision (and impetus behind the strategy) with the clinicians.
Telehealth Workflow Training
The delivery of healthcare is at its core a collection of interconnected service workflows that involve a multitude of staff in addition to the clinicians. There are front office staff, schedulers, nurses, MAs, as well as billing people, and technical support staff that all may interact with the patient before, after and between appointments.
Once an organization has defined, documented, and refined the various telehealth workflows, clinicians must be trained on their part, especially the hand-off points from the preceding workflows (such as scheduling and rooming) and the hand-off to the workflows that happen after the appointment (such as post-visit and follow-up activities).
This workflow training (which often goes hand in hand with the technology training) should cover the steps for launching a virtual visit (including where to “find” the patient)
Telehealth Technology Training
“Telehealth is not about Technology – except when it is.”
When the technology to conduct telehealth visits has been appropriately selected and properly configured, connecting to a virtual exam room should be as easy as a single click and requires little training. Peripherals such as cameras, microphones, and speakers (or headsets) are straightforward accessories and a number of proven telehealth solutions exist that make the experience
Of course if your technology is not optimized for the clinician experience, then training needs will grow exponentially (as will clinician frustration).