Author Archives: Zuzanna Walter

Maintaining & Building Strong Patient Relationships Through Telehealth

June 3, 2020

The recent rise in telemedicine use has taken the patient-provider relationship online, offering a platform for clinicians to continue delivering care while ensuring patient health and safety by mitigating unnecessary risk of COVID-19 exposure. For some healthcare practitioners this may be their first encounter with digital care services, and they may be wondering how social distancing guidelines are going to affect the industry as a whole and more specifically, their connection with patients. Amended regulations now allow for the offering of digital medical services without a prior established relationship with patients, leading to an influx of new patient-provider relationships and an increased need for effective telehealth communication strategies.

According to a study conducted by Public Values Research, the doctor-patient relationship is the top priority for patients and an important factor for how they value the quality of care.  Although it cannot replace in-person medical care, telehealth can be used to augment the experience by providing an opportunity for building and maintaining consistent, long-lasting relationships and expanded accessibility to care. The benefits are wide-ranging; both medical professionals and their patients can develop new lines of communication and strengthen existing ones, promote continuous care, and improve overall population health outcomes.

The Patient-Provider Relationship

In today’s healthcare environment screen-side manners are just as important as good bedside manners. As the new model of virtual care negates personal contact and can make caregiving more challenging, it requires tailored strategies to help establish relationships and foster meaningful interactions with patients online. By implementing some of the telehealth best practices and communication strategies below, clinicians can help ensure a positive patient experience while strengthening these relationships.

Best Practices

Maintain a Professional Appearance 

Despite the online nature of telehealth interactions, wearing clinical apparel during virtual visits is an important component of conveying professionalism, trust, and quality of care. Per an article published on Patient Engagement HIT, “Dressing the part will go a long way in instilling confidence in a patient receiving care via telehealth, especially for the first time, as will using body language.”

Maintaining a professional appearance relies on more than simply wearing a lab coat during telehealth appointments; physical cues such as looking into the camera, paying close attention, and reducing distractions all play a significant role in the patient’s perception of provider engagement and their satisfaction with the visit.

Give Patients Your Undivided Attention

Clinicians need to remember that 70% of all language is non-verbal and thus, body language and other physical cues can influence a telehealth encounter. Therefore, clinicians should avoid taking notes during appointments, writing or entering data in the electronic medical record, and any other forms of multi-tasking to give patients their undivided attention. Healthcare providers should also remain aware of their facial expressions as these can convey both positive and negative emotions to the patient – such as compassion, disinterest, or carelessness – and look directly into the camera instead of the patient’s on-screen image. 

Be Prepared

As part of ensuring a successful, positive patient experience, clinicians need to be well-prepared for virtual visits with all of the necessary tools at hand. However, proper preparation includes more than access to medical equipment; to guarantee a seamless online interactions clinicians should do the following:

–       Understand how to use equipment and test it beforehand
–       Ensure proper camera, microphone, and speaker placement
–       Clear the physical space of distractions
–       Ensure good lighting
–       Keep interactions private and secure
–       Wear professional clothes, solid and preferably light blue colors
–       Review patient history and electronic medical records before the appointment
 

Establish Rapport

Creating an open, warm environment via remote technology can be difficult yet remains paramount. Part of ensuring a positive overall telehealth experience is communicating empathy despite distance and time constraints so as to establish a meaningful connection with patients.

“Telehealth visits may not be any longer than ten to fifteen minutes. So, establishing a rapport immediately is important,” Jonathan Mack, PhD, RN, NP, director of a telehealth training program at the University of California San Diego told Patient Engagement HIT in an interview. “People tend to look down at the screen during video calls, so that translates to someone on the other side as not maintaining eye contact. The clinician needs to be trained to listen and look into the camera because that’s what’s going to appear on the screen for the patient as though the provider is looking at the patient.”

Establishing rapport and clear, emphatic communication can have a significant impact on the success of telemedicine visits, driving satisfaction while further strengthening patient-provider relationships.

The Many Benefits of Telehealth 

Research has found that an established patient-provider relationship is associated with fewer and shorter hospitalizations, increased reported patient satisfaction, as well as more consistent utilization of preventative strategies. In addition, the number of missed appointments decreases with the use of telemedicine, which can help prevent adverse long-term complications and poor health outcomes.

The convenience and increased engagement of patients with providers associated with telemedical strategies can also replace the urgent care or ER visit, further strengthening the doctor-patient relationship.

From a financial standpoint, telemedicine visits tend to be cheaper than office visits for patients and costs saved from diverting patient use of expensive healthcare facilities (e.g. emergency care) can generate long-term savings.

Looking professional, being prepared, communicating clearly, and establishing rapport are all effective communication strategies that can foster positive patient-provider interactions. Implementing these best practices can help clinicians guarantee a high level of patient satisfaction and quality of care during telemedicine encounters as well as during future in-person services.

From a post-pandemic perspective, continued use of telehealth strategies can be expected for the benefit of the entire healthcare system, both as it recovers from outbreak demands and beyond. With this in mind, providers utilizing telemedicine to care for their patients at this time can better position themselves to form lasting, dependable patient-provider relationships and prepare for a future of remote medical care.

Telehealth IT Security: What Clinicians Need to Know & Tips to Keep Your Practice Secure

May 27, 2020

While the surge in online medicine has increased accessibility, allowed greater flexibility, and helped medical practices remain operational at this time, the rapid expansion of telemedicine presents its own set of risks. Data privacy, online patient safety concerns, and other cybersecurity threats are on the rise, as the pandemic has many emerging telemedicine solutions entering the market before proper vetting and without proven safety records.

As new technologies are introduced to meet increasing patient demand and a growing number of medical professionals switch to digital care delivery, protecting online patient data and ensuring compliance with federal regulations are paramount. Telemedicine has been shrouded in security and privacy concerns since its inception, with several large-scale, high-profile data breaches threatening to diminish patients’ and providers’ willingness to trust emerging solutions. In addition, more patients are now readily exchanging their privacy online for the benefit of immediate care and to avoid the public healthcare setting due to virus-related fears.

“Telehealth was trending upward before the pandemic, and there were already privacy and security concerns,” Dr. Stephen Hyduchak, CEO of the identity-verification service Aver, told Managed Healthcare Executive “But those are heightened now as people want the immediacy of care and are ready to accept the exchange of privacy to receive that.”

Data Privacy and Regulations 

To ease the implementation of telehealth solutions, federal regulations have lessened the enforcement of HIPAA restrictions throughout the pandemic to ensure patients can access the care they need while curbing the spread of COVID-19. Practitioners are now able to utilize popular telecommunications services, such as Zoom and Skype, which allow for easy patient-provider communication but present potential data privacy concerns.

In recent weeks, a growing number of hacker attacks have been reported on Zoom domains and other similar platforms used in telemedicine, underscoring possible threats associated with these popular services. There has also been an increase in COVID-19 fraud schemes and supply chain attacks as cyber criminals take advantage of increased online activity.

Telehealth IT Security Best Practices 

Threats to IT security in the clinical setting can range from phishing attacks and ransomware to loss of equipment and accidental data loss. While the risks depend on the type of service being provided, virtually all telehealth interactions are susceptible to cybersecurity breaches.

The increased cybersecurity risks affecting digital health services result from expanded lists of users accessing networks and software from different locations as well as a surge in untested solutions brought to market – all of which exacerbate online security, data privacy, and regulation compliance threats.

Healthcare professionals and organizations must remain aware of and alert to the multitude of cybersecurity concerns threatening their online practice; following some of the telehealth IT security best practices below can help practitioners better protect themselves and their patients.

Invest in Cybersecurity Insurance

Prior to adopting a telemedicine practice, healthcare providers should consult their malpractice insurance company to ensure digital services are covered by their current policy. It may be a good idea to purchase cyber protection insurance along with the standard business insurance package to help cover any potential repercussions associated with a data breach. These can include the costs of forensics, notification and call center costs, credit monitoring fees, as well as public relations and legal fees. Purchasing an effective cybersecurity policy can also help prevent data breaches as they provide protective software, employee training, and IT security support.

Ensure VPN Security

While establishing a telehealth practice, it is essential practitioners use virtual private networks (VPNs) as part of their protected communications while connecting remotely to enterprise networks. The use of these networks can help ensure sensitive data is encrypted and passes through appropriate corporate channels before being disseminated through internet-hosted software. Per recent data reported by Health IT Security, the use of VPNs has surged by 124% in the past several weeks alone leading to growing concerns over network safety.

Healthcare professionals and organizations must ensure their VPN software is functioning and up to date and to mitigate any potential system vulnerabilities in order to protect sensitive patient information.

Encrypt Mobile Devices

With lessened restrictions, practitioners can access protected health information and telemedical technologies from their personal devices allowing them to deliver virtual care easily and effectively. However, the use of non-corporate devices carries several potential cybersecurity risks and providers are urged to employ appropriate device management strategies to offer secure medical services. These include segregating personal devices and applications from healthcare applications and data – a solution that can significantly reduce the risk of data leaks – as well as encrypting all devices.

Lost or stolen devices – mobile phones, desktop computers, laptops, and USB drives – are the leading cause of data breaches. While HIPAA regulations provide some protection for the loss or theft of encrypted data, the vast majority of electronic breaches result from unauthorized access to unsecured devices. Medical practices and providers are urged to ensure that all mobile devices, software, communication systems, and stored data are encrypted and that telemedicine security policies are followed by all employees.

Establish Telehealth Guidelines

Telehealth cybersecurity guidelines are essential to protecting against potential breaches as employee access is one of the most challenging risk factors to manage. A recent IBM study reported that nearly 95% of all data breaches resulted from employee error – including the loss or theft of devices, accidental sharing of information with incorrect recipients, sending sensitive patient data in unencrypted formats, or falling victim to ransomware attacks.

Establishing and training staff on effective telehealth practice guidelines is necessary to ensure optimal cybersecurity at this time; all staff members should be aware of practice policies regarding online care, HIPAA compliance requirements, data handling procedures, and personal health information protection strategies.

Use Reputable Software

The sudden popularity of telehealth services has prompted the introduction of novel software technologies, many of which have yet to be adequately tested. Healthcare providers should only download applications from reputable sources and utilize only those which are approved and deemed safe. Organizations may already have telemedicine systems in place, however, practitioners are encouraged to double-check with their human resources department before connecting to new platforms.

Understand How Platforms Manage Data 

Having a robust understanding of the data collection, storage, management, and destruction practices of your chosen telehealth platform is essential to ensuring compliance with regulations and patient data safety. The majority of reputable providers should feature codes of conduct and explicit information regarding their data use policies and HIPAA compliance.

“Look for telemedicine providers that explain their use of data that you share, usually doing this in writing with a code of conduct,” Dr. Hyudchak added. “You have to make sure the telehealth service is reputable and that it’s following all HIPPA rules. Also, only disclose relevant information that is absolutely essential.”

Protect Against Unauthorized Access

The use of identity authentication systems is a critical tool for online safety. To protect against unauthorized access to sensitive data, many healthcare organizations use multi-factor authentication which is reported to block up to 99.9% of all automated cyberattacks. This strategy allows users to log in only after they present two or more pieces of evidence confirming their identity, thereby significantly decreasing the risks of breaches.

A common method hackers use to obtain access to protected health information is by capturing or guessing passwords. This threat can be reduced via identity authentication and the use of strong passwords that are frequently changed to prevent against password theft. Systems should lock users out of their accounts after three failed attempts and limit user access to sensitive databases.

While telehealth is a necessary and beneficial solution during the COVID-19 crisis and beyond, its growing use can jeopardize the safety of sensitive patient data and their privacy. As the majority of non-emergency patient-provider encounters are now occurring in the digital space, cybersecurity threats have reached an all-time high. Many emerging technologies are still new to most users yet cyber criminals have already begun to exploit vulnerabilities in networks and software, leveraging the widespread expansion of telemedicine as a platform for attack. The number of telehealth interactions will continue to increase as the COVID-19 pandemic reshapes the healthcare system, prompting the need for medical professionals and organizations to prioritize personal and patient cybersecurity.

Medicare COVID-19 Telemedicine Factsheet

May 20, 2020

The COVID-19 outbreak has not only disrupted daily life across the globe, but the contemporary healthcare model as well, with an urgently needed shift to digital medical solutions. Federal regulations are changing continuously, insurance coverage has greatly expanded, and the use of telemedicine is growing at a tremendous rate assisted by new policies and a widespread loosening of restrictions previously impeding access to care.

As part of the battle against the novel coronavirus pandemic, the Centers for Medicare & Medicaid Services (CMS) have expanded access to Medicare telehealth services on a temporary and emergency basis and lessened HIPAA enforcement effective as of March 6, 2020. These updates offer Medicare beneficiaries – many of whom are at an increased risk for serious COVID-19 illness – a safe, alternative model of care in the form of a wider range of remote services. During the COVID-19 crisis, innovative uses of telemedicine technology are driving routine care, keeping vulnerable demographics safe, and expanding access to health care. 

“The benefits are part of the broader effort by CMS and the White House Task Force to ensure that all Americans – particularly those at high-risk of complications from the virus that causes the disease COVID-19  – are aware of easy-to-use, accessible benefits that can help keep them healthy while helping to contain the community spread of this virus,” a statement from the CMS on the promotion of telemedicine reads. Further information about the newly implemented guidelines for patient care and their implications on telehealth services during the COVID-19 outbreak are outlined below.

Expansion of Telehealth Services

1135 Waiver

As part of the program, the 1135 waiver was introduced to lessen prior restrictions and promote wider access to remote care. Prior to the waiver, Medicare was only able to pay for telehealth on a limited basis, for example, when a patient was receiving care in a designated rural area or when received the service in a healthcare facility. Under this waiver, the following changes have taken effect:

•   Office, hospital, and other telehealth visits will now be covered and reimbursed for the same amount as an in-person visit.
•   A wide range of providers can offer telehealth services across the nation, including nurse practitioners, psychologists, and licensed social workers.
•   Medicare beneficiaries are now be able to receive a wider variety of services through telemedicine – such as evaluation and management visits, mental health counseling, and preventative health screenings.
•   The HHS Office of Inspector General is providing flexibility for healthcare providers to reduce or waive cost-sharing for telehealth visits paid by federal healthcare programs during this time.

Virtual Services 

Medical professionals can provide their Medicare patients with a range of virtual services as part of the telehealth program, including Medicare telehealth visits, virtual check-ins, and e-visits. Specific requirements for each service are outlined below.

Medicare Telehealth Visits

Throughout the course of the COVID-19 outbreak, Medicare patients may use digital technology for office, hospital visits, and other services previously rendered in-person. The recent changes include:

•   A wider range of practitioners is now able to get payment covered for telemedicine services – including physicians, nurse practitioners, physician assistants, midwives, anesthetists, psychologists, clinical social workers, registered dietitians, as well as nutritional professionals.
•   Virtual visits will now be paid at the same rate as regular, in-person visits.
•   Providers must use an interactive audio and video system permitting real-time communication during Medicare telehealth visits in order to be reimbursed appropriately.
•   New CMS guidelines remove the requirement of an established patient-provider relationship for the duration of the public health emergency, further details below.

“The Department of Health and Human Services (HHS) is announcing a policy of enforcement discretion for Medicare telehealth services furnished pursuant to the waiver under section 1135(b)(8) of the Act.  To the extent the waiver (section 1135(g)(3)) requires that the patient have a prior established relationship with a particular practitioner, HHS will not conduct audits to ensure that such a prior relationship existed for claims submitted during this public health emergency,” the CMS statement reads.

Virtual Check-ins

In all areas of the country, Medicare beneficiaries will be able to have brief online check-ins with practitioners – or brief communication technology-based services. Policy changes related to this include:

•   Medicare will now pay for virtual check-ins for patients with established relationships with their physicians to prevent unnecessary travel and office visits.
•   Brief virtual check-ins can be conducted using a broader range of communication methods than Medicare telehealth visits; medical practitioners may bill for virtual check-in services provided via several telecommunication technologies – including telephone, audio/video, secure text messaging, email, and patient portals.
•   Services cannot be related to a medical visit within the previous 7 days or lead to a medical visit within the following 24 hours, or the soonest available appointment.
•   Patients must verbally consent to receive virtual check-in services.
•   Patients can submit video/images using store and forward methods to be interpreted by physicians within 24 business hours.
 

E-Visits

As part of the updated guidelines, established Medicare patients in all types of locations can have non-face-to-face patient-initiated communications with their providers using online patient portals. These services can only be rendered in accordance with the following guidelines:

•   E-visit services can only be reported to Medicare if the billing practice has an established relationship with the patient.
•   E-visits must be initiated by the patient although, practices may educate patients on the availability of these services prior to their initiation.
•   Communications can occur over a 7-day period and only after the patient provides verbal consent to receive telehealth services.
•   These services may be billed using CPT codes 99421-99423 and HCPCS codes G2061.
More information on relevant billing codes for e-visits and other virtual care services can be found on the CMS’ website.

Health Insurance Portability and Accountability Act (HIPAA) Updates 

In addition to the amendments above, the HHS Office for Civil Rights will lessen restrictions and waive penalties in association with HIPAA compliance for health care providers that serve patients in good faith through virtual communication technologies during the COVID-19 outbreak. More information on the latest HIPAA updates can be accessed here.

Although Medicare already offers flexibility to states that wish to implement telehealth services, the most recent developments signal a major step forward in the direction of telemedicine, despite the temporary nature of federal guidelines. With the help of changes in regulations and the strategic expansion of telehealth, patients can now reach providers easily via a range of tele communication options from the comfort and safety of their homes, while medical professionals can readily provide care without reimbursement concerns. As the COVID-19 public health emergency continues to evolve rapidly, regulations and guidelines may change; clinicians are encouraged to stay up-to-date on the latest medical guidance.