Telehealth Optimization Tips

Telehealth has remained an important tool in physicians’ toolbox since many practices first implemented it in response to the 2020 public health emergency. Learn how to refine and optimize your telehealth program with tips from a Practice Hack.

Refining your telehealth program 

Tip 1. Understand the telehealth preferences of both your patients and physicians

Patient and physician preferences may change for a variety of reasons. Periodically reassess everyone's preferences. For example, determine which type of telehealth service schedule works best for you and your practice. You may decide to dedicate certain days or blocks to telehealth, or only provide certain types of services through it.

Asking whether your patients want telehealth services is important to ensure you are offering services they will use. You can conduct a brief survey to gather patient feedback, or you could ask patients at their next visit.

If the majority of your patients prefer to receive their care, in-person telehealth services may not be necessary.

Tip 2. Make sure you’re using the right technology for your patients

Consider having staff ask patients which platform they prefer to use when the patient is scheduling their appointment. If the patient is unfamiliar with the platform or has not used technology, your front office staff call patients beforehand to walk through logging in and troubleshoot any issues so that you can stay focused on the patient during the visit.

Tip 3. Market your telehealth services

Let patients know what is available to them. Patients may be unsure if you are still providing telehealth services or when it's appropriate to use telehealth instead of coming in person.

It can be helpful to remind patients that telehealth is available when they can't make it to the clinic or if they need to stay home for health reasons.

Consider promoting it as an offering on your practice’s social media accounts, as well as other avenues. Educating patients about when and how to access telehealth services at your practice is key to making your program a success.

Tip 4. Review your telehealth workflow.

Often a workaround or temporary workflow becomes the established way of doing things, regardless of whether it's the most effective or efficient process. These examples can help you make proactive improvements:

• Discuss with your team what's working and what could be modified or improved.
• Identify ways to utilize your whole team more fully. For example, you could assign a medical assistant to a physician who is conducting a virtual-only clinic session. They can help get the patient checked in as well as manage your inbox or knock out some other administrative tasks during their shift. 

Want to learn how an efficient telemedicine workflow can contribute to achieving administrative simplificaiton? The AAFP's technology CME package includes education to help you reduce burden, including through the use of telehealth.