Session 3
Whole Practice Implementation
Table of Contents
Learning Outcomes
Identify what patients want from a telehealth consultation and how we as a practice identify patients’ preferences
Explore telehealth protocols and workflows in the practice
Identify gaps in technological infrastructure to support telehealth
Explore the complexities of telehealth billing within the practice
Session Outline
Pre-session reflective activity & references
This activity requires participants to undertake their own clinical audit using the Audit Tool. Keep track of 10 telehealth consultations and key information such as choice, mode, and challenges. The Audit Tool can be found in Session Resources of Sessions 2 & 3.
Ahead of the workshop ask participants to look at the references for Session 3. The complete list of references can be found in the Session References section of this page.
Activity 1: Video A (5 mins)
What do patients think about telehealth?
Activity 2: Discussion (10 mins)
The Patient’s Perspective
Questions for discussion:
What do our patients want? What do they like? What do they not like?
What are the challenges of telehealth from their perspective?
What choices do we give patients?
How do we gather information about the patient perspective in this practice?
Activity 3: Discussion in pairs (10 mins)
What have I learnt about my telehealth practices?
Share your audits and what you have learnt about your telehealth consulting in pairs.
Activity 4: Discussion (10 mins)
What is our practice currently doing?
Questions for discussion:
How do our clinicians differ in their approaches?
What challenges do individual clinicians encounter?
What do I do when I am running late? Do I prioritise people in the physical waiting room over the virtual waiting room?
Do I have different rules for different contexts, e.g. whether the patient is a new patient or already known to the practice?
What do I do if the patient doesn’t answer the phone?
Activity 5: Discussion (15 mins)
Exploring practical issues
Questions for discussion:
What are the challenges for our reception staff?
How do we manage telehealth in our practice and does this work for our workflows and processes?
Is triage working? How do we help patients choose the correct type of consultation?
Activity 6: Discussion (10 mins)
Wrap-up
Identify one thing I will keep doing
Identify one thing that I might change
Post-session reading
The post-session reading is the Session 3 Key Learning Summary, downloadable in Session Resources.