Tackling Telemedicine Challenges
Telemedicine has been growing in popularity over the past few years. This year, COVID-19 has made it a common practice. Telemedicine offers increased convenience, but it can have its own set of challenges and frustrations. Thankfully, most of its problems can be avoided. The key is to anticipate them and have a plan of action.
Patient selection
Not all visit types are appropriate for telemedicine. To ensure your day runs smoothly, consider video visits for patients who:
Are well known to you and need medication management
Want to discuss labs or imaging results
Do not need detailed examinations
Have limited mobility or transportation issues
Patients with acute problems may need additional studies and evaluation. If you choose to see a patient for a short-term follow-up, be aware that the Centers for Medicare & Medicaid Services (CMS) may not reimburse for appointments within 24 hours of telemedicine visits. Of course, patients who are acutely ill should be seen immediately.
Patients with caregivers who would like to meet with you may also be good candidates for virtual visits. In fact, 79% of those currently caring for an ill or aging relative would find video visits helpful for caring for their patient or relative, according to a 2017 telehealth survey. Consider using video visits to manage your patients’ conditions with minimal disruption.
Scheduling
Your staff can help to minimize scheduling glitches and delays by confirming the following information:
Appointment time, reason, and review of systems the day before the visit
Insurance coverage for telemedicine visits
Patient access to your video application
You can streamline your schedule by:
Deciding how many patients you want to see per hour
Scheduling enough time depending on problem type
Scheduling some gaps in between appointments
Schedule gaps are helpful as they can provide flexibility. You might also consider booking times at the end of the day to finish interrupted appointments, but always keep in mind that patient availability might be a factor.
Communication
Patients who require translation services may need special assistance with online appointments. Consider these options if you are unable to speak directly with your patient:
Have a family member available to translate.
Arrange translation with a remote relative ahead of time via FaceTime or Duo.
Connect to a third-party translation service prior to the appointment.
Have Google Translate available on your phone and computer.
In addition, patients may face other privacy issues that can make communication challenging. They may be limited due to working from home and home-schooling. Patients who have limited options for privacy can always be seen in the office, if desired.
Technical issues
When video software malfunctions, you might be stymied in starting or completing your appointments. If you are familiar with a range of easy-to-use apps, you can switch between them to continue your conversation. Doximity and Google Voice are good backup choices when your primary software is not functioning. Here are a couple of things to know:
Google Voice allows you to create a new phone number. When you use the app to call patients, your Google Voice number will be displayed and your cell phone number will remain private. You can adjust the app settings so that calls to this number are delivered directly to your phone as voice mail.
Doximity offers its members a useful videoconferencing choice. It allows you to dial your patient’s cell phone from your computer or phone. It sends a link to the patient via text, and the patient clicks the link to join a video meeting. Your office phone number is displayed to the patient.
Additionally, programs such as Duo, FaceTime, Skype, and other “non-public facing” apps can be used for video conferencing. CMS has temporarily waived HIPAA requirements for telehealth due to COVID-19. Further information regarding Medicare and Medicaid policies can be found here.
A useful tool
While telemedicine visits will not replace office visits, they provide a versatile and convenient way to manage patient care and increase satisfaction. Through videoconferencing, patients feel seen and problems can be addressed in a timely fashion. What’s more, clinicians can use telemedicine visits to decide which patients need to be seen right away.
As telehealth technology improves, we may find that visits become more sophisticated and useful for both patients and physicians.
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