Best practices for implementing virtual care
In the aftermath of COVID-19, virtual care will become a more integrated part of our healthcare system. But to make it really work for your practice, you need more than a patchwork of single-use solutions. Even if you implement one solution at a time - as most practices do - it’s important to approach deployment strategically, considering platforms that support a full suite of solutions that can be tailored to create the ideal experience for patients while streamlining practice workflow. The platform should also be flexible so you can customize them to your practice's unique needs, integrate with your electronic health records (EHRs), comply with HIPAA regulations, and manage all of your practice's work and communications from a single convenient place.

To set your practice up for virtual care success, here are four tips to keep in mind:

1. Identify the next right-fit solution
A majority of providers started with the launch of telehealth services during the COVID-19 pandemic, but now it's time to determine the next step in the virtual care journey. Consider feedback from patients and staff, and your practice's goals, when figuring out what solutions to implement next. Maybe you could benefit most from a broadcast or text messaging tool to combat a large number of no-shows or cancellations. Or perhaps your staff is drowning in paper, so electronic fax and form solutions could enhance efficiency and save costs on office supplies. Whatever you choose, consider how it will impact the entire patient journey, and optimize processes that improve their overall experience.

2. Train patients and staff
When you add a virtual care solution, it should fit seamlessly into existing workflows and be intuitive and user-friendly for both your staff and patients. As you consider new technologies, identify a practice champion who can evaluate and pilot it, develop the workflow, lead staff training, and implement a patient communication plan.

3. Set goals and measure
To understand the value of each new technology you implement, set goals to define what you want to achieve. Building on earlier examples, maybe you would like to reduce patient no-shows by 30% by adopting a secure text tool. Or maybe you want to cut paper and printing expenses in half by using electronic forms and faxes. Before implementing these technologies, determine your baseline - such as the number of no-shows or how much you spend on paper and toner each month. Then regularly measure the results of using these solutions, so you can see if you're able to meet your desired goals and can determine your return on investment.

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