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Shaping telehealth with a culture of learning

Optimize adoption of telehealth programs with training solutions

Sept. 16, 2020 | By: Leslie Deutsch

healthcare professional in blue scrubs reviewing information on a wireless tablet; digital overlay shows multiple icons associated with the medical field.

Telehealth, or telemedicine, is not necessarily a new trend, but the increased and urgent need for it during a global pandemic has revolutionized patient care experiences and the standard of healthcare. Because of social distancing and public health safety measures, telehealth solutions are being introduced to healthcare consumers by way of necessity and will only continue to increase as more patients take advantage of digital channels to connect with their healthcare providers from the comfort of their own home. In our hyper-connected world, where consumers expect accessibility, it only makes sense that healthcare providers and payers are shifting more toward the virtual care delivery space of telehealth.

But while many healthcare practices are investing in telehealth technology innovation—such as video conferencing, remote meetings, online scheduling and virtual consultations—providing quality care and streamlined efficiency goes beyond bringing technology to the forefront. Comprehensive telehealth software and technology adoption requires investing in the individual physicians through smart processes and training in order to effectively deliver care and treat patients.

Rethink the way you manage telehealth

Although more and more physicians are embracing telehealth, there are many challenges and hesitations to learning new processes and behaviors needed for virtual care. For doctors who have been treating patients traditionally for so long, the transition to using digital technologies during delivery of care may feel like an overwhelming obstacle. Clinicians—and patients—need the required skills and confidence to provide and receive a high-quality level of telehealth services and care.

And while there may not be a standard textbook for how to practice telehealth, comprehensive and strategic telehealth adoption training can help healthcare providers dramatically improve the way they provide patient experiences. Through forward-thinking learning and development programs, healthcare providers can further scale their telehealth patient-care services and heighten physician and patient experiences. These programs are a unique foundation for accelerated, sustainable telehealth adoption that enables long-term success.

4 tips for telehealth success

A thoughtfully designed telehealth adoption program will help you maximize the value of your telehealth investment. From our experience, successful telehealth adoption incorporates four major training components:

  1. Set expectations for clinicians and patients. It helps everyone better participate in telehealth experiences. Help patients prepare by providing resources up front, such as what to expect during a telehealth appointment and how to set up their space at home for success. Identify best practices and new protocols for clinicians to conduct quality telehealth sessions and new modes of care delivery.
  2. Offer training and support for commonly used telehealth platforms, which can be delivered virtually to clinicians and customized as needed. Also, provide guided support to help assist patients as they experience their telehealth service.
  3. Provide best practices around everything from process change to communication approach to logistics, to ensure clinicians are prepared and successful as they shift from on-site appointments to telehealth delivery.
  4. Continually evaluate telehealth adoption, business impact and quality to ensure real-time improvements are applied and future learning needs are uncovered.

Telehealth adoption investment is more important than ever

As you look forward with telehealth’s modern approach to healthcare—improving access, patient outcomes and delivery options—make sure to put effort behind the goals you’ve had in mind. Successful telehealth programs are built on the efforts, understanding and expertise of your clinicians, as well as your different patient profiles. It involves a unique approach to training and adoption to help your staff overcome challenges, improve engagement and become motivated to provide best-in-class care, while also encouraging your patients to take advantage of innovative telehealth solutions.

As telehealth access evolves and expands amid the COVID-19 pandemic, virtual care is being leveraged more than ever—and may be a permanent fixture in future healthcare delivery systems. With training, clear processes and a customized approach, telehealth training will help your clinicians deliver virtual care with confidence. And with engaged, equipped, empowered care providers, your patients will feel more at ease as well. The result: sustainable and measurable performance improvement that propels unmatched patient experiences, no matter where they’re located.

TEKsystems’ telehealth technology adoption services are designed to optimize adoption of your telehealth program. We partner with you to examine your individual program needs and provide a right-fit solution to ensure clinicians and patients are equipped to participate in the best telehealth experiences possible.

As the director of the Learning Solutions practice within TEKsystems Global Services, Leslie Deutsch drives learning and adoption services within our clients’ organizations. These programs focus on building a future workforce with tomorrow’s skills, upskilling and reskilling current teams, or changing behavior needed to impact productivity.

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