ECHO Session: Mastering the Techno-Human Aspects of Telehealth Visits

Project ECHO is a telementoring program combining presentations, case studies and trouble-shooting Q/A where "all teach, all learn." In this ECHO session, we tie together the concepts mentioned in this section with greater detail and examples useful to providers and future healthcare professionals. We even have it timestamped!

Overview

December 8, 2020 ECHO Session created by Comagine Health in Collaboration with the University of Utah as part of a telehealth education program sponsored by the HRSA CARES Act Grant. In this ECHO session, Trudy Bearden, Senior Consultant and Telehealth Lead, describes common challenges in telehealth implementation and delivery. She offers simple solutions, telehealth resources, and an outline of how an improvement-science lens can help clinics optimize their telehealth practice.

Key points are listed below:

3:10 - Guidance for eye-contact

4:00 - Session objectives

5:06 - Role of nurses in telehealth including patient education, advanced care planning, transition plans, etc and a walk-through of billing codes.

12:05 - Advertising telehealth and orienting patients to virtual visits

16:45 - Assessing patient readiness for telehealth

20:34 - Trouble shooting patient barriers such as digital literacy, hearing impairment, etc.

24:40 - Workflow and improvement science

32:08 - Best practices checklist for telehealth delivery

41:04 - Case study provided by a women's health center in Utah discussing telehealth implementation, patient experience, and challenges to telehealth workflow. Following the case study, telehealth experts and peers troubleshoot common telehealth challenges and discuss unique solutions.

Tips and Takeaways

Consider ways to orient new patients to telehealth by advertising your programs and establishing expectations for both patient and provider etiquette
Some platforms do not accommodate caregivers or other third parties. Making sure your telehealth platform is suitable for a range of care needs is essential
Medicare and most state Medicaid agencies require obtaining and documenting informed consent to receive telehealth services
Mapping both patient and provider workflow can help streamline and optimize a telehealth practice

Additional Resources