Teleconsultation with Reacts - Good practices and suggested workflow

 

Integrating teleconsultation into a clinic involves several changes from the usual appointment scheduling process. The following article aims to facilitate this change management for both your team and your patients and to suggest a process that has been tested by our project managers with our clients.

Good Practices

Triage of clientele when making appointments

It is recommended that a triage over the phone be done before booking a teleconsultation for a patient, as not all patients are suitable candidates for this type of appointment, either because of their lack of familiarity with the technology or because of inadequate equipment (e.g. computer without webcam).

Identify what types of follow-ups are relevant to teleconsultation

Teleconsultation offers a world of possibilities, that being said, the telephone appointment always has its place, so it is important to determine which activity is preferable according to the cases encountered. Teleconsultations do not always need video support, and the telephone is often sufficient depending on the consultation reason.

The practice appointment

When the patient seems uncomfortable with the technology or shows signs of concern about this type of consultation, we recommend that a practice appointment process be put in place.

This is an appointment that is given to the patient in addition to the doctor's consultation appointment. In these special cases, a practice appointment is assigned to the secretary's schedule (she must, therefore, have a Reacts Pro account like the physicians). At the agreed time, the secretary assists the patient with the steps to be taken to connect to a teleconsultation appointment.

In this case, two appointments are booked for the patient, i.e. the practice appointment and the appointment with the doctor.

Create a Reacts account for a secretary

A secretary is in charge of making practice appointments as needed with patients. It is not possible to create a Reacts Pro account for all secretaries due to a limited number of licenses. Furthermore, we do not believe it is necessary. To create a Pro account, simply use one of your two free government-provided licenses. The administrator logins into Reacts and then accesses the dashboard to send an account creation invitation to the secretary. From there, it's the same steps to set up the secretary's Omnimed account as you would for a doctor's. Refer to the prerequisites.

Suggested workflow for booking appointments

When administrative staff makes an appointment:

  1. Assess whether the patient's reason for consultation can be addressed by a telephone appointment or whether teleconsultation is to be preferred. 
  2. Validate with the patient whether he is able to use videoconferencing :
    1. Are you comfortable with technology? Do you use email and text messaging?
      If your clinic is partnered with a partner that allows patients to book their appointments online, then it can be assumed that they are familiar enough with the technology to use teleconsultation.
    2. Do you have the necessary equipment? A tablet, a smartphone, or a computer with a webcam, sound output, and a microphone?
  3. Book the teleconsultation appointment and validate the presence of an email address in the patient's Administrative center.
  4. Explain the next steps to the patient: 
    1. The patient will receive an initial email confirming the time and date of the appointment to invite them to create a Reacts account. This email will include all the steps to follow to access the appointment.
    2. Once the patient has created their account, a second email will be sent to confirm that their account is now active.
    3. On the day of the appointment, he will need to log in to his Reacts account and allow Reacts to use his microphone and camera during the consultation.
    4. If the patient is using a tablet or smartphone, they must first download the Reacts application.
    5. Ask the patient to log in to their appointment 15 minutes in advance and give them the phone number to contact the clinic if there are any problems.
  5. If the patient is not completely comfortable with the process, the secretary may offer to book a practice appointment with a designated person. She will then book an appointment on that person's calendar a few hours or days before the medical appointment. This will give the patient the opportunity to practice logging on to Reacts and to know exactly what to do at the doctor's appointment.