Excellence in Telehealth: Skills Workshop
CHAPMAN - ABC
Objectives
Objectives
Use communication and telehealth skills to:
Use communication and telehealth skills to:
Understand the patient’s concerns
Demonstrate skills to resolve the patient’s concerns
Conclude encounter with patient’s issue resolved or patient connected to a resource for assistance
3 Part Skills Workshop
3 Part Skills Workshop
Setup the encounter
Conduct interview
Team Handoff
Final Encounter to put it all together
Final Encounter to put it all together
Setting
Setting
Working as part of an Interprofessional primary care team. You have access to behavioral health, social work, nutrition, pharmacy on your team and can include any of these team members in your patient's future care to meet their concerns. The patient is new to you, but not to the team. Today is their last telehealth encounter with your team, as they are moving and will be establishing care with a new provider.
Skill 1: Start the Telehealth Session
Skill 1: Start the Telehealth Session
Enter prepared to begin a telehealth encounter.
Enter prepared to begin a telehealth encounter.
Greet patient, provide any setup assistance, and acknowledge virtual limitations.
Greet patient, provide any setup assistance, and acknowledge virtual limitations.
Obtain 2 factor authentication and verbal consent for the telehealth encounter.
Obtain 2 factor authentication and verbal consent for the telehealth encounter.
Exit encounter to take an emergent call.
Exit encounter to take an emergent call.
ETSU PCC Zoom Workflow.pdfSkill 1 Steps to Success:
Skill 1 Steps to Success:
- Set up environment in a private space & frame self in window.
- Have patient chart open and accessible.
- Click link to enter break out room.
- Obtain “2 factor authentication” that this is your patient – first and last name and date of birth is sufficient.
- Obtain Verbal Consent and document.
- During this Covid-19 crisis, we are using new technology to help provide and coordinate your care. We may not be able to manage everything by audiovisual means, so we may recommend an actual visit. If you feel you need to be seen in person, you can request a visit. Also, technology can be interrupted causing a delay in your care. If that happens we will try to reconnect as quickly as we can. You can stop this telehealth visit at any time. As we are providing care over an internet connection, in rare instances unauthorized access to your information could occur. We have heard that insurance will cover telehealth, but we cannot tell what yours will do. As always you will be responsible for anything not covered by your insurance. If you are comfortable with the information provided then we will proceed with the telehealth visit.
- Review & remedy tech issues for patient.
- Let patient know that if you are disconnected you will work to quickly resume visit, but it is possible if issues are not resolvable that you will finish visit via the telephone.
END ENCOUNTER FOR EMERGENT CALL - RETURN TO LARGE GROUP
END ENCOUNTER FOR EMERGENT CALL - RETURN TO LARGE GROUP
Skill 1 Patient Scenario
Skill 1 Patient Scenario
PCC Tele Scenario Setup Chapman.pdfSkill 2: Encounter & Plan
Skill 2: Encounter & Plan
Navigate communication barriers in a telehealth encounter to elicit an HPI and a physical exam.
Navigate communication barriers in a telehealth encounter to elicit an HPI and a physical exam.
Address patient’s concerns and form an agreed upon plan.
Address patient’s concerns and form an agreed upon plan.
Obtain patient’s permission to speak with new the health care team.
Obtain patient’s permission to speak with new the health care team.
Skill 2 Tips for Success:
Skill 2 Tips for Success:
- Elicit HPI as you would in person. Ask open ended questions, get clarifying information.
- Build rapport by eliciting the patient's perception, addressing and acknowledging concerns, and using non-verbal and verbal cues.
- Review med list, allergies, and significant history
- Obtain ROS
- Physical Exam
- You can make several observations of your patient that will inform your documentation of the PE.
- You can lead the patient through a self-exam by asking them to do different things and document your observations and their descriptions.
- Address concerns and obtain permission to speak to new team.
- End Encounter
Encounter Tip Sheet
Encounter Tip Sheet
Telehealth Tip Sheet PDF.pdfSkill 2 Patient Scenario
Skill 2 Patient Scenario
PCC Tele Scenario Encounter Chapman.pdfSkill 3: Team Handoff
Skill 3: Team Handoff
Perform a handoff to the new healthcare team using the PASS the BATON guide.
Perform a handoff to the new healthcare team using the PASS the BATON guide.
According to the Joint Commission:
According to the Joint Commission:
“The primary objective of a handoff is to provide accurate information about a patient’s / client's / resident's care, treatment and services, current condition, and any recent or anticipated changes. The information communicated during a handoff must be accurate to meet safety goals.”
“The primary objective of a handoff is to provide accurate information about a patient’s / client's / resident's care, treatment and services, current condition, and any recent or anticipated changes. The information communicated during a handoff must be accurate to meet safety goals.”
A proper handoff includes the following:
A proper handoff includes the following:
• Transfer of responsibility and accountability
• Transfer of responsibility and accountability
• Clarity of information
• Clarity of information
• Verbal communication of information
• Verbal communication of information
• Acknowledgment by receiver
• Acknowledgment by receiver
• Opportunity to review
• Opportunity to review
Handoff Guide: I PASS the BATON
Handoff Guide: I PASS the BATON
IPASSTHEBATON Tool Student Handout (1).pdfSkill 3 Patient Scenario
Skill 3 Patient Scenario
PCC Tele Scenario Team Hand Off Chapman.pdfFinal Encounter: Meet Your New Patient
Final Encounter: Meet Your New Patient
PCC Tele Scenario Final Schwartz.docx