The closing of non-essential businesses and orders to shelter-in-place has left many health care providers scrambling to figure out how to continue providing quality care for their patients. As we continue to cope with COVID-19, many states have begun to issue temporary laws that eliminate barriers to TeleHealth and enable patients to access care remotely.
The most important factor for many practices is finding out how to setup TeleHealth quickly and securely while still being able to provide a great patient experience.
Here’s what you need to get started
1. An all-in-one video conferencing solution
Consider an all-in-one solution such as Zoom Healthcare that will help keep you connected and HIPAA compliant. Monthly plans are available so that when your office operations resume, the solution can remain in place or be canceled. (Miles IT is a Zoom Solution Provider.)
2. Up-to-date devices
You will want to ensure the devices your staff use are up-to-date and secure. All devices should run on a supported Operating System (Windows 7 is no longer supported) and utilize up-to-date anti-virus software.
It’s also important to implement complex password protection for all user accounts and devices and utilize device encryption for all devices if available.
3. A secure and encrypted connection
Whether from working from the office or home, all traffic must be secure and encrypted. If your office has an existing VPN, it is recommended to utilize it as an added layer of security. If using a wireless network, complex and 12+ character passwords are recommended.
An all-in-one packaged solution such as Zoom will also encrypt traffic between the provider and patient. You will want to ensure a signed HIPAA BAA is in place with the video conferencing provider you choose.
4. High-quality webcam and audio
Without our usual in-person interactions, it’s important to have a high-quality webcam and audio capability. One of the most common models for high-quality audio and video is the Logitech C920, which also has a low-cost barrier.
Speakers or a headset are also required to hear the patient, however, a headset provides less chance of an echo on the patient’s end.
5. An office-like setup
To ensure you are still providing professional quality care to your patients, you will want to have an office-like setup from wherever you are working. The room (or at least the camera view) you are using should be light, refreshing, and organized, much like your main office. Be prepared to sit or stand within 2-6 feet of your webcam.
Additional tips for setting up TeleHealth
Be strategic
Invest in tools and in training that will serve you well after the current crisis is behind us. Use tools designed for healthcare applications.
Enforcement of rules, laws, and regulations may be relaxed somewhat during the pandemic, but many changes are temporary and will change on the other side. You will want to be sure you are HIPAA compliant during and after.
Practice
Before going live with patients, have your providers practice using these tools with each other or with administrative staff. Not everyone is a natural.
Always on
Always have your camera on. It is disconcerting to be on camera with someone who is not doing the same for you. Additionally, some things we do naturally face to face require thought when on camera:
- Look at the camera when you would normally be looking someone in the eye.
- Smile (when appropriate, of course)
- Speak a little more slowly than you would live
- Mute yourself before sneezing, coughing, or making any other sound you would not make in someone’s face when live.
Don’t wait
As we adjust to COVID-19, physicians and administrative staff have scrambled to figure out how to continue providing care during these trying circumstances. As a result, many have exposed themselves to legal penalties and compliance risks.
You will want to stay ahead of the curve by working with your IT provider to implement safeguards and keep protected health information secure.
