Preparing for Synchronous Telemedicine Visits
How can I prepare patients for their virtual visit?
To ensure a seamless synchronous telemedicine experience, it’s important to establish effective practices tailored to your virtual platform and available staff. Here are some helpful strategies:
- Virtual Rooming:
Many telemedicine platforms and electronic health records allow you to send custom electronic links for patient-provider connections. These links can be generated during scheduling and sent via email or text. For added convenience, consider sending them again on the day of the visit. Support staff, like medical assistants, can log in early for a “face-to-face” check-in, confirming:- The patient’s location.
- Consent for the virtual visit, ensuring it was obtained within the last year.
- Completion of any necessary check-in processes, such as questionnaires.
If virtual rooming isn’t available, have your staff call patients on the day of the visit to verify appointment times and provide guidance on using the technology. Some practices find it helpful to conduct a “test run” of the log-in process prior to the actual visit.
- What if the platform fails or connection issues arise?
Always have a backup plan! Here are a few steps to take if technical issues occur during a visit:- Maintain at least one alternative HIPAA-compliant virtual platform for emergencies.
- If connections fail, consider switching to an audio-only visit. Just keep in mind, billing for this may differ from a full telemedicine visit.
- If all else fails, reschedule the appointment for an in-person visit.
- What should I do if a patient is in an inappropriate location during the visit?
Remember, telemedicine appointments are just as serious as in-person visits and should take place in private, HIPAA-compliant settings. If a patient appears to be in a public area (like a bathroom or car), follow these steps:- Verify the patient’s location during virtual rooming.
- If the patient is driving, pause the visit until they are safely parked.
- If they cannot comply with appropriate conditions, it’s best to terminate the session and reschedule.
- What if a patient is out-of-state during their telemedicine appointment?
Stay informed about state and federal regulations regarding telemedicine. Some states require providers to hold a medical license for the state in which the patient is located. If your license doesn’t cover that state, either reschedule the appointment when the patient is within your licensed state or help them find a local provider. Ensure that your scheduling staff verifies the patient’s location when booking appointments. If state laws prevent out-of-state telemedicine visits, consider partnerships for local sleep testing, like at-home sleep apnea tests. - What if only the caregiver shows up for the visit?
If a caregiver attends the appointment without the patient, it’s crucial to confirm that the caregiver has the authority to discuss the patient’s health. If necessary, you may need to reschedule the appointment to ensure that the patient can participate in their care.
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