Telehealth Services The 6 Hallmarks of Excellent Telehealth - PowerPoint PPT Presentation

Telehealth.Community Presents Optimizing Your Telehealth Services The 6 Hallmarks of Excellent Telehealth Services Christian Milaster Founder & President Ingenium Digital Health Advisors 1

Join us at telehealth.community

Making the most out of Zoom ➢ Please keep your video on if you can (it’s much nicer to present to real people) ➢ We will keep everyone muted ➢ Use the Chat function to ✓ post your questions for the Q&A ✓ report technical questions to Laurel ➢ Provide feedback via the Participants’ window ➢ We are recording this session

Telehealth.Community Presents Optimizing Your Telehealth Services The 6 Hallmarks of Excellent Telehealth Services Christian Milaster Founder & President Ingenium Digital Health Advisors Christian.Milaster@IngeniumAdvisors.net 4

Rapid Rural Remote Care 200 visits/day Launch Decision Made (c) 2020 by Ingenium Consulting Group, Inc. 5

Participant Poll 1. What type of organization do you represent?  Academic Medical Center  Health System (regional)  Health System (multi-state)  Multi-Specialty Group Practice  Physician Offices  Community Health Organization / FQHC  Skilled Nursing Facility  Consulting Firm  Technology Vendor  Other (please note in chat) 6

Participant Poll 2. Where do you need to optimize your telehealth service? (check all that apply) ❑ Patient Interest/Acceptance ❑ Physician Satisfaction ❑ Billing/Reimbursement ❑ Regulatory Compliance ❑ Workflows ❑ Telehealth Technology – Internal ❑ Telehealth Technology – Patients ❑ More video, less telephonic care ❑ Other (note in chat) 7

About Christian PincSoft 33 years 8 (c) 2020 by Ingenium Consulting Group, Inc.

Creating Telehealth Success Telehealth Defined 6 Hallmarks of Success Optimizing Telehealth Q&A Wrapup & Bonus (c) 2020 by Ingenium Consulting Group, Inc. 9

Telehealth Defined Everybody agreed, until somebody defined it. (c) 2020 by Ingenium Consulting Group, Inc. 10

Everybody agreed, until somebody defined it… Telehealth Delivering Care at a Distance Telemedicine Practicing Medicine at a Distance Remote Care Connecting with Patients at a Distance

Remote Care (c) 2020 by Ingenium Consulting Group, Inc. 12

The Quadruple Aim of Telehealth Improved Patient Satisfaction Improved Provider Satisfaction Better Lower Cost Health of Care Outcomes (c) 2020 by Ingenium Consulting Group, Inc. 13

Serving the Modern Healthcare Consumer Quality Convenience Confidence Value 14 (c) 2020 by Ingenium Consulting Group, Inc.

15 (c) 2020 by Ingenium Consulting Group, Inc.

The 6 Hallmarks of Telehealth Success (c) 2020 by Ingenium Consulting Group, Inc. 16

Start with the End in Mind What does Successful Telehealth Look Like? Satisfied Satisfied Satisfied Patients Clinicians Staff Excellent Pre-Covid 100% Reim- Clinical Volume bursement Quality (c) 2020 by Ingenium Consulting Group, Inc. 17

6 Critical Hallmarks for TH Success    Workflow Physician New Clinical drives & Staff Service Technology Training Mindset    Pre-Visit Metrics Internal Telemedicine driving Pre-Auth Quality TechCheck (c) 2020 by Ingenium Consulting Group, Inc. 18

New Clinical Service  Select Clinical Leadership  Designate Operational Leader (Telehealth Director/Manager)  Engage the Whole Team  Define Workflows, Policies, Marketing, Training, Support, Change Management (c) 2020 by Ingenium Consulting Group, Inc. 19

Workflow drives Technology  Don’t put the horse behind the cart Everybody Practices on Top of their License  First, design your clinical, operational, and financial workflows  Then select the technology that best fits your needs (c) 2020 by Ingenium Consulting Group, Inc. 20

Physician & Staff Training  Design Training for Everyone Schedulers, PSRs, Front Desk • Physicians, Clinicians, Allied Health • Billing Staff •  Create “Cheat Sheets”  Create brief videos (c) 2020 by Ingenium Consulting Group, Inc. 21

Pre-Visit TechCheck  Evaluate the video-readiness for every new patient!  Designate tech-savvy staff with great customer service skillset  Train & Support!  Build self-service page for patients  Track success and audit process (c) 2020 by Ingenium Consulting Group, Inc. 23

Metrics driving Quality (c) 2020 by Ingenium Consulting Group, Inc. 24

Metrics driving Quality  Identify Key Success Indicators Satisfied Satisfied Satisfied Patients Clinicians Staff Excellent Pre-Covid 100% Reim- Clinical Volume bursement Quality (c) 2020 by Ingenium Consulting Group, Inc. 25

Metrics driving Quality  Identify Key Success Indicators  Quantitative Data Collection is Crucial ▪ surveys of patient, provider, staff ▪ best way to engage clinicians Control Define  Set targets and pre-define actions Improve Measure  Act on the data! Analyze (c) 2020 by Ingenium Consulting Group, Inc. 26

Internal Pre-Authorization Current Reimbursement is available for almost all or many telehealth services. But Reimbursement Regulations will change.  Establish centralized authority to stay abreast of legislation  Implement preemptive pre-authorization for any scheduled telehealth visit NOW. (c) 2020 by Ingenium Consulting Group, Inc. 27

Success in Telehealth Satisfied Satisfied Satisfied Patients Clinicians Staff Excellent Pre-Covid 100% Reim- Clinical Volume bursement Quality

Optimizing Telehealth (c) 2020 by Ingenium Consulting Group, Inc. 29

Optimization Areas BILLING/ WORKFLOW TECHNOLOGY REGULATORY CLINICIAN CLINICIAN ENGAGEMENT SATISFACTION PATIENT PATIENT SATISFACTION DEMAND (c) 2020 by Ingenium Consulting Group, Inc. 30

WORKFLOW 31 (c) 2020 by Ingenium Consulting Group, Inc.

Workflow WORKFLOW • Document Your Workflows ▪ Scheduling, Testing, Preparing, Visiting, Post-Visit; Billing • Identify a Workflow Owner (c) 2020 by Ingenium Consulting Group, Inc. 32

Workflow WORKFLOW • Document Your Workflows ▪ Scheduling, Testing, Preparing, Visiting, Post-Visit, Billing • Identify a Workflow Owner • Measure your Workflows ▪ Problems, Satisfaction • Act on the Data: Continuously Optimize (c) 2020 by Ingenium Consulting Group, Inc. 33

Billing/Regulatory BILLING/ REGULATORY • Internal Pre-Authorization for every telehealth visit ▪ Even if the answer is “YES” for all • Stay abreast of changing regulations ▪ Not just billing – consent, HIPAA, licensing (c) 2020 by Ingenium Consulting Group, Inc. 34

Technology TECHNOLOGY • Gather feedback from ALL users ▪ patients, providers, staff • Act on the Data • Train all Users • It’s not about the Technology • …unless it is: ▪ No WebEx, GoTo Meeting, Facetime ▪ Use designed-for-telehealth solutions (c) 2020 by Ingenium Consulting Group, Inc. 35

Clinician Focus CLINICIAN SATISFACTION • Telehealth MUST BE clinician-led CLINICIAN • Capture Satisfaction ENGAGEMENT ▪ Performance, Clinical Quality • Engagement ▪ Physician Training & Support ▪ Optimize Clinical Quality of Visit (c) 2020 by Ingenium Consulting Group, Inc. 38

Patient Focus PATIENT SATISFACTION • Satisfaction PATIENT ▪ Post-Visit Polls are Critical DEMAND ▪ Act on the Data • Optimizing Patient Demand ▪ Be on social media and news outlets ▪ Make Your online front door telehealth-centric ▪ Conduct proactive outreach ▪ When your clinicians love telehealth, your patients will too (c) 2020 by Ingenium Consulting Group, Inc. 39

Telehealth Optimization BILLING/ WORKFLOW TECHNOLOGY REGULATORY CLINICIAN CLINICIAN ENGAGEMENT SATISFACTION PATIENT PATIENT SATISFACTION DEMAND (c) 2020 by Ingenium Consulting Group, Inc. 40

It takes Pts a Village IT MDs PR RNs Tele Health §§§ MAs 📇 $$$ (c) 2020 by Ingenium Consulting Group, Inc. 41

Key Elements of Telehealth Success Organizational Workflow Change Mgmt. Technology (c) 2020 by Ingenium Consulting Group, Inc. 42

Telehealth Project Health Checkup Christian Milaster Christian@IngeniumAdvisors.net 657-Ingenium (464-3648) Send me an email to request your free copy of our Telehealth Project Health 43 (c) 2020 by Ingenium Consulting Group, Inc. Checkup!

Wrap Up & Bonus One of Two Things that will Dramatically Improve The Value you are getting out of Telehealth. (c) 2020 by Ingenium Consulting Group, Inc. 44

Key Takeaways: Telehealth Telehealth is Delivering Care at a Distance Telehealth is a New Clinical Service Offering Telehealth requires New Workflows & New Policies Training & Support  Marketing & Publicity Designated Leadership & Change Management (c) 2020 by Ingenium Consulting Group, Inc. 45

Key Takeaways: Optimizing Telehealth Services Optimizing Telehealth is Starting with the End in Mind Optimizing Telehealth is Designing a better System Optimizing Telehealth involves workflow redesign, managing by data, training & support, a village, leadership, change management (c) 2020 by Ingenium Consulting Group, Inc. 46