On this page:

• Preparing for Telehealth Visits
• Conducting Telehealth Visits
• Follow-Up after Telehealth Visits
• Tips for Expanding Your Telehealth Program

Changes to your workflow will be influenced by your chosen telehealth vendor, practice size, setting, patient population, and provided services. The integration of electronic health records (EHR) into your telehealth workflow is crucial.

Preparing for Telehealth Visits

Staffing

• Will you need additional staff or new roles, such as a telehealth coordinator and IT lead?
• How will staff roles change, including front desk personnel and patient intake?
• Are staff comfortable using technology?
• Is the staff ready and committed to providing care through telehealth?
• How will you prepare and train your current healthcare team?
• Technology
• Is your technology platform user-friendly and EHR-compatible?
• Does the technology platform offer training for providers?
• What challenges should be considered in advance?
• How will patients access telehealth appointments (e.g., through a patient portal)?
• What technology barriers might patients encounter, and how will you assist them?

Scheduling

• When will you offer telehealth appointments (e.g., specific days or daily)?
• Will patients schedule online or by calling your office?
• How will you determine if a telehealth appointment is appropriate?
• How and when will you send appointment reminders?

Meeting Patient Needs

• How will you determine the accommodations patients might need?
• How and when will you send appointment reminders to patients?
• How will you support patients who do not speak fluent English?
• How will you support patients with disabilities?
• Telehealth can enhance equity and access for underserved patients.

Tip: Do a telehealth practice run with a co-worker first.

Conducting Telehealth Visits

A telehealth visit may feel different, especially for patients with limited technology experience. Enhance the experience for both you and the patient.

Before the Visit

Reminder: Send patients appointment reminders (e.g., email, text, phone call).

Information: Provide guidance on using technology (e.g., handout or pre-recorded video link).

Paperwork: Ask patients to fill out forms online (e.g., reason for the visit, insurance information, symptoms, medical history).

Technology: Have a staff member guide the patient through technology and logistics.

Troubleshooting: Ensure patients have information on addressing technical issues.

Legal Considerations: Confirm patient consent for a telehealth visit and address privacy concerns.

Accommodations: Ensure operational features for accommodations like translation or closed captioning.

Conducting the Visit

Confirmation: Verify the patient’s identity and reason for the visit.

Intake: Review and collect information, such as identity verification, symptoms, medical history, and vitals.

Engage the Patient: Maintain a visit similar to an in-person one using friendly body language, interactive dialogue, and eye contact.

View Patient and Information: Consider a split screen for both the patient and medical information.

Follow-Up after Telehealth Visits

Documentation: Clearly document that the visit was telehealth, using specific billing codes or modifiers.

Evaluation: Collect patient feedback on their telehealth experience and suggestions for improvement.

Telehealth can serve as a bridge between in-person appointments, enhancing care management.

Tips for Expanding Your Telehealth Program

As you broaden telehealth usage, explore how technology can further improve care delivery.

• Remote Patient Monitoring
• Additional Telehealth Services
• Continuous Improvement Based on Telehealth Service Evaluations

Quick resources