A well-prepared training program is a key step in a successful telehealth program rollout.
It’s important to consider who the training is for and the key pieces of information the audience will need to successfully support a telehealth visit. This may require different trainings targeted for specific staff such as schedulers, front office staff, medical assistants, nurses and physicians.
Including mock consultations as part of training will help give office staff and care providers valuable practice prior to their first telehealth visits with patients. In addition to mock consultations, here’s a list of topics to include in a training program for care providers and staff:
Telehealth overview
An overview of the telehealth visit program including benefits to care providers, staff and patients. Ensuring staff and physicians are on board and support in the telehealth service delivery model is vital.
Telehealth technology
Provide an orientation of the functionality of the technology so the front office staff, support staff and clinicians know how the technology works from start to finish. Examples of the technology details include:
Eligibility
Provide information on checking eligibility and assessing patients. Example details to include to help identify patient eligibility:
Consider the following:
Service
Consider the following:
Additional Considerations
Online training sessions for care providers:
A high-quality telehealth interaction can occur when the patient and the provider feel prepared and comfortable with the telehealth visit. Below are a few actions to consider taking when preparing for and conducting a telehealth visit.
Advice to Share with Patients
Provider Visit Location Set-Up
Tips for Telehealth Visits Delivered from a Clinic Setting
Telehealth Clinical Workflow
Telehealth Visit Considerations