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Standard Operating Procedure (SOP)
Telehealth Team Meeting

Doc Active Date: 06/05/10

Doc Review Date: 06/05/11

Cross Referencing: Telehealth Program Guide

Purpose: Facilitate ongoing team communication and review of clinical and financial outcomes using trended data.

Materials: Outcome Tracking Tools, Telehealth Team Topics

Procedure Description

1.  Telehealth team meetings are conducted regularly as a method of program review.

·  Weekly for the first six weeks to stabilize processes

·  Bi-monthly through the first year until process are standardized

·  Semi-annually or annually thereafter

2.  Meetings are scheduled and coordinated through the Project Manager

3.  A standard agenda is utilized to review the program processes

·  Intake and Admission

·  Installation and client teaching

·  Case Management

·  Marketing

·  Equipment Management

·  Outcome tracking data

o  Utilization of monitors

o  Success Stories (Either patient or physician)

o  Number of Emergency Room visits

o  Number of readmissions to hospital with admitting diagnosis

o  Number of unscheduled nurse visits, physician visits

4.  Topics for the meeting may include:

·  General

o  Are success stories being communicated to staff?

o  Are there educational needs among staff?

o  Is there a need to order more equipment (monitors or peripherals)?

o  Is staff using monitors to take vital signs as part of routine visits?

o  Are policies and procedures being followed? Do they need revised?

o  Review goals toward Utilization and Referrals.

·  Case Management/Care Collaboration

o  When are monitors being installed? Is there a delay between obtaining the referral and monitor installation?

o  Are installers using the Set-up Wizard in the Genesis DM?

o  What are the barriers to a successful installation?

o  Is the telehealth model of care being followed? What visit frequencies? What is the number of PRN visits per episode?

o  How does communication occur between the Telehealth Clinician and the Case Manager/Field Staff?

o  Are reports from LifeStream being used for Case Management?

o  Is the telehealth clinician reinforcing disease management teaching using the clinical educational content in LifeStream?

·  Data Management

o  Is the communication process between the field staff and telehealth clinician working so that patient data is being managed effectively? Does it need revised?

o  Does the process for responding to alerts need to be revised? How much time is spent responding to alerts? What is the percentage of red alerts?

o  Are the reporting features in LifeStream being used efficiently to eliminate duplication of work?

·  Marketing

o  How has the marketing plan been adapted to emphasize the telehealth initiative?

o  What physicians or community groups are being targeted?

o  What marketing materials are being utilized?

o  Have success stories been communicated to the physician and community?

o  What tracking is being completed to measure the success of the marketing strategies?

o  What is the process for obtaining physician and patient satisfaction?

5.  Team members contribute trended data for process review and actively participate in program implementation and growth. Members may include:

·  Administration

·  Program Manager

·  Telehealth Clinician(s)

·  Telehealth Case Managers (s)

·  Intake/Admission Staff

·  Equipment Manager

·  Quality Assurance/Data Collection Staff

·  Marketing Liaison (s)

·  Clinical Educator

C4018.01 06/2010 2