Rapid Adoption of Telehealth Services
Due to the COVID-19 pandemic, we have seen a drastic change in the way that physicians treat their patients. During the pandemic, many healthcare entities were forced to step into the telehealth space with little experience and even less training. The use of telehealth was barely a factor among physicians in 2015, with only 5 percent of physicians have used video visits to see patients.
That trend was on the rise by 2019, with 22 percent, but the pandemic accelerated it, with 80 percent of physicians saying they used video visits to see their patients in 2020. This is expected to continue in the year 2022, with 92 percent of physicians still expecting to use video visits when it is safe to meet with patients.
While telehealth isn’t a perfect fit for every patient or service, some patients will try to avoid it. In this blog, we shared some practical tips which might be useful for improving your patients telehealth experience.
Improving Patients Telehealth Experience
The biggest challenge in getting patients to embrace telehealth is technology or the lack thereof. Patients fear it won’t work or they won’t be able to see or hear their physician properly. We recommend that physicians learn some simple troubleshooting for when it appears the connection is faulty. If the physician and patient can’t connect, you should send the patient a text message or call them to guide them through possible solutions to the technical issue.
When doing a video call with a patient, audio will often connect before the video feed. We recommend checking whether the patient can hear as the visit starts. The physician should also acknowledge and apologize for the patient’s wait as a courtesy. At the beginning of a telehealth visit, the physician should keep their hands in view of the camera and assure the patient that the physician is in a private, HIPAA-compliant space.
Before the visit begins, the physician should make sure their device is fully charged, turn off notifications, close conflicting software such as FaceTime or email, ensure the equipment is ready, test their internet speed, and limit other activity on the Wi-Fi, which can consume bandwidth. The physician should look professional, wearing a white coat and dress shirt.
The camera should also be kept at the physician’s eye level, about 2 or 3 feet away. Their face should be well lit from the front and backlighting, which can make the physician appear in silhouette, should be avoided.
The telehealth visit should start with the patient’s chief complaint. We recommend against rushing this. When treating adults over telehealth, the physician should check the patient’s surroundings: where are they calling from, how they appear, what their environment is like, and how comfortable they are.
If the patient lives in a state where the physician is not licensed to practice, the patient should be encouraged to find a physician in their area to avoid any legal issues.
When treating children using telehealth, we recommend keeping toys on hand to make the exam engaging, considering seasonal decorations for the physician’s telehealth space, addressing the child directly, encouraging them to hold the device the visit is taking place on, and acknowledging what the physician is doing off-screen.
During telehealth visits, physicians should ensure they are in a private space, with a locked door if possible. There shouldn’t be children, pets, or food in the room with the physician. The physician should maintain eye contact by looking directly into the camera and explaining what they are doing when off-camera.
During the visit, vitals can be collected using wearable devices, but if the patient doesn’t own one of these devices the physician should feel comfortable referring them to in-person care. When examining the patient’s mental status, the physician should evaluate their speech and mental status throughout the interview, their eye contact, and whether they are understanding cause and effect.
When evaluating the mental status of a patient under 18, the physician must ensure a parent or guardian is present. At the end of the visit, the physician should take time to ask whether the patient has questions, review the next steps and ensure the patient understands them and review pharmacy information.
Sometimes physicians avoid providing with patients telehealth services due to uncertainty of insurance coverage. Medical Billers and Coders (MBC) can assist you with an inaccurate collection of insurance reimbursement for every submitted claim. We are a leading medical billing company providing complete revenue cycle services.
Our team is well-versed with payer guidelines and reimbursement policies for telehealth services. To learn more about our telehealth billing and coding services, contact us at info@medicalbillersandcoders.com /888-357-3226.
FAQs
1. How did the use of telehealth change during the COVID-19 pandemic?
Before the pandemic, only 22% of physicians used video visits. However, by 2020, 80% of physicians had adopted telehealth, and this is expected to remain high in 2022, with 92% of physicians planning to continue using video visits.
2. What are some common challenges patients face with telehealth?
Patients often face technology issues such as poor connectivity or difficulties with audio and video. To help, physicians should troubleshoot technical problems and guide patients through potential solutions via text or call if needed.
3. How can physicians improve the telehealth experience for their patients?
Physicians should ensure their equipment is ready, maintain a professional appearance, check audio and video connections, and make sure they’re in a private, well-lit space. They should also maintain eye contact and be mindful of the patient’s environment.
4. What are some tips for conducting a telehealth visit with children?
When treating children, physicians should keep toys on hand, address the child directly, encourage them to hold the device and make the exam engaging with seasonal decorations and off-screen actions.
5. How can Medical Billers and Coders assist with telehealth services?
Medical Billers and Coders can help physicians with accurate insurance reimbursement for telehealth services, ensuring proper billing according to payer guidelines and policies for telehealth claims.
