6 Steps to Adapt Your New Rehab Therapy Telehealth Services for Long-Term Success

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At any time when I write a publish for the WebPT Weblog, I at all times begin with a tough draft—and imagine me, they’re normally very tough. Then, as soon as I’ve gotten all my concepts onto the web page, I am going again via with a proverbial fine-tooth comb to ensure that my publish doesn’t sound just like the imprecise ramblings of a madwoman. In some methods, I believe many bodily therapists can relate to this course of—particularly after the final three months. In March, we discovered ourselves confronted with a world pandemic, which left many practices scrambling to implement a distant service choice (i.e., telehealth) as rapidly as doable. Now that the mud has settled considerably, bodily therapists have the possibility to return and clear that “tough draft” up—and to make telehealth a viable therapy choice for years to come.

How ought to practices use telehealth post-COVID?

In response to the COVID-19 pandemic, bodily therapists have turn out to be enlightened to the worth of distant telehealth companies throughout a time when social distancing and an infection management are of the utmost significance. However, why ought to PTs proceed utilizing this service as soon as the specter of an infection has subsided? As Meredith Castin, DPT, writes in this blog post for The Non-Clinical PT, “We reside in an on-demand society. Folks need what they need, when they need it. Even earlier than COVID-19 started dominating our every day lives, individuals have been altering how they approached life. Sufferers are trending towards wanting instant care, they usually don’t need to wait weeks for an appointment, particularly in the event that they solely want train prescription and basic schooling/steering.”

Make bodily remedy accessible.

It’s true: even earlier than we knew concerning the coronavirus, on-demand, at-home companies dominated our every day lives. Why wait in line on the grocery retailer when you need to use a service that may do your buying for you and ship all the things you want immediately to the doorstep a pair hours later? Why go to the financial institution to deposit a examine when you are able to do so proper out of your cellular machine. 

Within the healthcare realm, digital PT is very worthwhile for people with restricted mobility—like, say, post-surgery sufferers or people with bodily disabilities or degenerative diseases. However even when a bodily remedy affected person doesn’t have restricted mobility, life can simply get in the best way of his or her capacity to attend bodily remedy appointments in particular person—whether or not that’s a automotive breaking down or inclement climate making journey unsafe—and having telehealth as an choice empowers sufferers to adhere to their therapy plans no matter these challenges.

Alternatively, practices can supply a hybrid mannequin the place sufferers come into the clinic for on-site evaluations or progress updates whereas doing the majority of their therapy periods through telehealth. This provides a cheerful medium for sufferers who don’t at all times require hands-on therapy.

Who ought to obtain telehealth companies?

According to the APTA, “Folks of all ages and who’ve a wide range of signs and medical situations could also be candidates for telehealth.” Some examples embody sufferers present process therapy for:

  • stability and dizziness,
  • postoperative care,
  • persistent ache,
  • pelvic well being,
  • orthopedic situations, and
  • most cancers rehabilitation.

This APTA resource additionally supplies a wide range of examples of outpatient PT practices that use telehealth for extra than simply social distancing.

What ought to practices do to adapt their present mannequin?

Now, let’s shift the lens to your clinic. If you’d like to make telehealth a everlasting fixture in your group, listed below are six issues you need to do proper now:

1. Collect suggestions.

First, begin by accumulating suggestions from people who’ve first-hand expertise together with your telehealth practices. This gives you a baseline for the place your telehealth recreation is at the moment—and enable you decide the place it wants to be sooner or later.

Speak to your sufferers.

Affected person suggestions is maybe essentially the most worthwhile useful resource you’ve gotten at your disposal when it comes to guaranteeing you at all times ship top-notch companies. In case you haven’t already, ship a satisfaction survey to each telehealth affected person. Ideally, you need to do that instantly after the affected person’s appointment in order that his or her expertise is prime of thoughts, and she or he can provide you clear, detailed suggestions. Make sure to ask sufferers what they preferred about their appointment in addition to how one can enhance. This gives you worthwhile perception into how one can alter your course of to ship a tremendous affected person expertise.

Speak to your group.

Your employees can supply loads of perception into the precise execution of telehealth companies, so open the ground to them subsequent. Particularly, ask them issues like:

  • Does the {hardware}/software program meet their wants as suppliers?
  • Do they really feel their distant therapy periods have been profitable?
  • Might the digital consumption course of be improved?

Speak to your friends.

There’s a reasonably good probability you realize not less than one different supplier who has carried out telehealth companies in response to the pandemic. So, faucet these community connections and ask them about their very own experiences. They might have already discovered options to the identical challenges you’re going through.

Speak to your payers.

Then, attain out to any insurance coverage payers you’ve billed for telehealth previously few months. Ask them to conduct a assessment of your claims and supply suggestions on what you probably did proper and the place you may enhance transferring ahead. Inquire as to whether or not their telehealth insurance policies have modified—or might change sooner or later. It is a good way to refine your course of whereas growing your relationships together with your greatest carriers—and that may repay large time afterward down the street.

2. Acquire outcomes.

I’m positive this goes with out saying, however tracking outcomes data is important—like, actually vital. Not solely does it enable you assess the effectiveness of your remedies, but it surely additionally influences fee. (For instance, take a look at this study Boston College performed along with the APTA and OptumHealth.) It is a actually large deal for newer therapy modalities (e.g., telehealth) particularly. One of many boundaries that has prevented some payers—and lawmakers—from permitting PTs to present digital companies is the obvious lack of information supporting the effectiveness of telerehab. And contemplating the truth that some payers (e.g., Medicare) have solely lifted restrictions quickly, it’s essential for PTs to gather outcomes knowledge proving that it’s the precise alternative for payers to make telehealth a everlasting choice for their beneficiaries. Plus, having that arduous knowledge will turn out to be useful when touting the effectiveness of telehealth to future sufferers.

3. Shut compliance gaps.

When the state of emergency went into impact, payers started opening up all types of digital pathways between sufferers and PTs. With a lot altering all of sudden, the federal authorities supplied slightly wiggle room to therapists when it got here to the HIPAA necessities round telehealth. Nevertheless, as we settle into our new regular, bodily therapists ought to anticipate rollbacks on these HIPAA relaxations. So, because the APTA advises here, “Carry out a spot evaluation and be certain that you defensively doc any compliance deviations.”

4. Consider your telehealth platform.

Talking of HIPAA, you also needs to assess your present telehealth platform and ensure it’s outfitted to meet all federal privateness requirements. If it isn’t, begin investigating your choices sooner somewhat than later. Whilst you’re at it, refer again to your group’s suggestions. In the event that they’re scuffling with the restricted capabilities of your present telehealth platform, work out which platforms clear up for these issues. Particularly, a telehealth program that’s deliberately designed to work together with your EMR (like WebPT’s Virtual Visits device) will help you streamline your therapy course of—and even prevent some cash. 

5. Regulate your advertising technique.

After you have your processes nailed down, shift your consideration to your marketing strategy. In any case, for those who carried out telehealth in the midst of the pandemic, I’m guessing your principal technique out of the gate was to get the phrase out to as many sufferers as doable—and as rapidly as doable. However now it’s time to assume long run. Utilizing the info you (hopefully) collected, you possibly can communicate to the effectiveness of your companies—and possibly even garner a number of on-line critiques and testimonials. Highlighting these real-life examples of telehealth success is a brilliant efficient technique for reeling within the skeptics. You may even solicit critiques from sufferers who’ve used your telehealth companies by tapping into your affected person satisfaction knowledge and reaching out to the sufferers who have been happy with their expertise.

Attain out to referral sources.

Don’t overlook about physician marketing! Utilizing your outcomes knowledge—in addition to testimonials and affected person satisfaction scores—get in contact together with your referral community and allow them to know what individuals consider your telehealth companies. In any case, increasingly more sufferers will begin stepping into for elective surgical procedures, so physicians ought to know you can supply their sufferers efficient rehabilitative companies remotely.

6. Set up a catastrophe restoration plan.

If there’s something we’ve realized over the previous few months, it’s that public emergencies can—and do—occur. And whether or not that emergency is a pure catastrophe or a pandemic, telehealth companies might be a giant a part of your restoration plan sooner or later. So, take this time to take into consideration:

  • the most important challenges you encountered whereas switching to a distant follow mannequin, and
  • how one can make that transition smoother within the occasion of one other main disaster.

For instance, for those who lack the tools crucial for your entire therapists to present distant companies, you might have considered trying to set up guidelines round utilizing private units to conduct telehealth visits so as to guarantee their HIPAA compliance. Or, in case your billing software program was not outfitted to invoice for telehealth, ensure that will probably be sooner or later—or swap to one that’s outfitted. After you have a strong catastrophe restoration plan, write it out and ensure key people (e.g., workplace supervisor, HR personnel, medical director, and so on.) in your follow are accustomed to it.


In case you discovered your self scrambling to get your follow prepared for telehealth, you’re not alone. However upon getting it, the toughest half is out of the best way. Now, it’s only a matter of perfecting your course of so you possibly can present the most effective affected person care doable—now and sooner or later. 



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