December 8, 2023 | By Shannon O. DeConda
The healthcare landscape is constantly evolving, and with dwindling reimbursement models, it is crucial to embrace innovative solutions for new healthcare delivery models to provide efficient and accessible services for patients. As we enter 2024, telehealth integration into medical practices has become necessary rather than convenient. As a regular consumer of telehealth services myself, I am personally delighted to see patient convenience of not leaving my home, not being exposed to other illnesses, and not waiting in an uncomfortable waiting room, but rather on my comfy couch with my pup! This new way of providing patient care may increase patient compliance, as healthcare is more approachable and accessible. This article highlights key steps for those not offering telehealth yet to successfully implement a telehealth model, ensure compliance, enhance patient experiences, and navigate the changing healthcare landscape.
Understand Regulations and Compliance:
Keeping current with local, state, and federal regulations is the cornerstone of a successful telehealth integration. When new to telehealth, incorporate the “keep it simple” concept of not crossing state lines and stick to Medicare patients (or those with published guidance). Compliance with privacy laws, reimbursement policies, and licensing requirements is paramount. As you expand your footprint, someone will need to own the task of regularly updating the knowledge base of your group and adapting your practices to align with the evolving regulatory environment.
Invest in Technology:
Selecting the right telehealth platform doesn’t mean you must pay for it. There are many free options out there that meet the post-PHE requirements. Consider factors such as security features, ease of integration with existing systems, and user-friendliness. There are specific telehealth options such as Doxy.me, but also Webex, GoTo, Teams, and even an enhanced Skype for Business made the CMS list of approved post-PHE options.
Patient Education:
Patient education is key to the success of your telehealth program. Provide clear instructions to your patients on ALL aspects of telehealth care, including (but not limited to): platform usage, appointment scheduling, copayment/co-insurance responsibilities, and any pre-appointment preparations. Empowering patients with information will provide a positive and seamless virtual care experience.
Ensure Connectivity and Accessibility:
Confirm that patients and staff have reliable internet connections and access to necessary technology. Address potential barriers to virtual care, such as limited digital literacy or technology access, to ensure inclusivity in your telehealth services.
Telehealth Workflow Integration:
Seamlessly integrate telehealth into your existing workflow. Adapt scheduling, billing, consent, and documentation processes to accommodate virtual visits. A well-integrated workflow ensures efficiency and minimizes disruptions to your practice’s operations. Also, consider the creation of a template for virtual visits. Remember that a compliant template is NOT overpopulated but rather includes the placeholders for the physician. These placeholders would include items such as:
Video: Yes/No
Consent: Yes/No
And other pertinent details to the telehealth encounter
Monitor and Evaluate:
It is important to regularly evaluate the performance of your telehealth program using metrics such as patient satisfaction and appointment volume. Be prepared to adapt and optimize your telehealth services based on the challenges.
Conclusion:
To successfully integrate a telehealth model in 2024, healthcare practices must take a strategic approach encompassing regulatory compliance, technology investment, staff training, and patient engagement. By following these key steps, your practice can embrace the future of telehealth and provide high-quality and accessible care that meets the evolving needs and demands of patient scheduling and the healthcare industry.
Next Steps for Success:
- Here is another great article by @TerryFletcher for NAMAS in 2023 that includes a checklist for Telehealth services.
- Download the most recent CMS Post-PHE Guidance.
- Contact us for assistance implementing telehealth or auditing your current telehealth records to ensure correct coding.
