Session Outline

 Learning Objectives

• Identify what patients want regarding telehealth and how we as a practice know this.

• 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.

Pre-session activity There is an audit activity to complete prior to this session.

Activity 1 Watch video A (5 mins)

Activity 2 Group discussion (15 mins)

• 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 Audit discussion (15 mins)

Activity 4 Group discussion ‘What are our doctors doing?’ (15 mins )

• How do our GPs differ in their approaches?

• What challenges do individual GPs 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 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 Group discussion: Exploring practical issues (15 mins)

• 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 chose the correct type of consultation?

Activity 6 Wrap up (10 mins)

• Identify one thing I will keep doing.

• Identify one thing I might change.

Post-session reading is available for further learning.