Optimizing the Patient Experience Telehealth Implementation ......Behavior Change Institute • Is a...

Telehealth Implementation of ABA Services: Optimizing the Patient Experience

Housekeeping

• Please use the Q&A box to submit your questions and monitor for responses

• Did you request CEUs when registering for the webinar?○ In order to receive CEUs, you must attend the entire presentation○ CASP/APBA members who satisfactorily complete the webinar will receive

their certificates within 45 days via email○ Non-CASP/APBA members who satisfactorily complete the webinar will

receive a PayPal invoice via email (please check junk mail). CEU Certificates will be emailed within 45 days of receiving payment.

Thank you!

Behavior Change Institute

Behavior Change Institute• Is a leader in the telehealth industry for ABA

Services.• Specializes in providing intensive ABA services

through telebehavioral health.• Committed to providing an optimal experience for

individuals and their families during telehealth sessions.

Overview

• Telehealth & Professionalism • Technology & Equipment• HIPAA and Privacy Requirements • Patient Experience• Provider Preparedness • Quality Assurance

Professional Interactions via Telehealth

TeleHealth & ProfessionalismGeneral Conduct

• Undivided attention to your client

• Look into the camera instead of at yourself talking on the computer screen.

Sticky Note


• Schedule meals before or after appointments


• Be on time for your appointments if not early

• Set up reminder notifications


• Be mindful of lag times when speaking

• Practice active listening. • Use a positive tone of

voice • Use a positive body

language.


• Act at home as you would in an office or conference room.

TeleHealth & ProfessionalismDress Standard

• First impressions count!

• Your appearance supports or weakens your credibility as a professional.


• Dress standards set forth by your organization should be followed when participating in telehealth service delivery.

TeleHealth & ProfessionalismAppearance Standard• Appearance standards also extends to staff working

from home and include attention to things such as:• Make up• Hair• Jewelry• Tatoos• Hygiene (unwashed, or

unshaven)• Facial piercings• Hats


•Collared shirts (e.g., polo)

•Button up shirts•Blouses•Khakis•Dark wash jeans

Appropriate Attire


• Risqué or revealing clothes• Sheer, see-through clothes• Tank tops• Sportswear • Sundresses• Torn clothing

Inappropriate Attire

TeleHealth & ProfessionalismBackground

• Background• Clean and neat • Minimal distractions• Socially sensitive decor

TeleHealth & ProfessionalismBackground

• Beds (unmade or made)• Messy rooms• Open closets• Clutter• Alcohol bottles• “Not safe for work” art

Inappropriate Background

Technology & Equipment

Technology & Equipment:Equipment

• Web camera• Computer camera• Ipad camera• Speakers• Microphone

Leveraging Technology:Electronic Logistics

• Small electronic devices• Distracting movements• Limited view of patient or family• Limited view of

patient-environment interactions• Inhibits ability to complete

electronic data collection

Technology & Equipment:Monitor & Camera Positioning

Technology & Equipment:Monitor Positioning

Technology & Equipment:Camera Positioning

Inappropriate

Technology & Equipment:Camera Positioning

Appropriate

Technology & Equipment:Optimal Lighting


Inappropriate Appropriate


Light in back

● Distracting to others● Washes out the individual● Creates shadows

No Light

● Creates a dark image● May result in shadows● Poor quality of image (i.e.,

provider)

Natural Light

● Creates warmth● Higher quality of image● No Shadows● Focus is on the provider

HIPAA & Privacy Requirements

HIPAA & Privacy Requirements: Information Security

● Locking file cabinets, desks, offices and homes

● Use updated computer software

● Install and use anti-virus software


● Password protected technology● Inactivation of automatic login

functionality ● Limiting internet connections to a

secured network ● Technology storage


● Using agency issued remote accounts (e.g., agency zoom, vs. personal zoom account)

● Locking your meeting after attendees join remotely

● Using a unique meeting link for each appointment.

HIPAA & Privacy Appropriate Locations

• Designated area • Private • Discuss confidential

client information.

HIPAA & Privacy Requirements: Appropriate Locations

• Inappropriate• Cars• Public locations • Shared spaces

HIPAA & Privacy Requirements: Appropriate Locations

• Office• Private room • Business Center• Conference Room

HIPAA & Privacy Home Office Requirements

• Secure childcare ahead of time

• Close/lock door


• Screen orientation


• Hang a sign • Home office door• Front door

Working from Home, please come

back later.

Do Not Disturb

HIPAA & Privacy Audio Requirements

• Headsets• White noise machine

Patient Experience

Patient Experience• Families are searching for an the best possible

overall experience.• As an ABA provider forming a positive relationship

with your team members is a critical component in ensuring positive patient experiences.

• Positive patient experience is related to better treatment outcomes in health care settings.

Patient Experience:Body Language

• Smile• Introductions • Laugh


• Eye Contact• Posture

• Learn names


Inappropriate Appropriate

Patient ExperienceCell Phones

•Silence alerts and notifications•Do not disturb•Do not engage with your cell phones during session

Patient ExperienceMute Microphones• Mute microphones

when you are not actively communicating with others.

• Microphones are very sensitive and are likely to pick up a lot of background noise.

Patient ExperienceDesktop and Screensavers

• Patient information•Graphic images• Cartoon/anime/

unofficial-looking images• Paraphernalia•Overly personal photos

Inappropriate Images

Provider Preparedness

TeleHealth Session & Provider Preparedness

• Pre-Session preparation• Session checklist• Starting session• During session• Ending session

TeleHealth Session & Provider Preparedness Pre-Session Preparation• Recurring

appointments • Calendar invite • Instructions to join the

meeting remotely


Pre-Service Preparation• Troubleshoot

technology before initiating services


• Session Checklist• Pull up activities on

your device • Gather materials needed


Prior to Session• Client does not log on

within 5 minutes• Text or call them to

confirm the appointment

Hello, I’m ready to begin when you are.


Prior to Session

• If after 15 minutes you are unsuccessful connecting with the family follow cancellation protocol


During Session• Lock your meeting for

additional security


During Session• Unexpected privacy

concerns

?

TeleHealth Session & Provider Preparedness During Sessions• Prime the client by

reminding him that he can take breaks as needed.

• Program breaks into session schedule

TeleHealth Session & Provider Preparedness During Sessions• Follow the telehealth

session structure • Get creative with your

activities!

TeleHealth Session & Provider Preparedness • Picture powerpoints• Social skills YouTube

video• Virtual reinforcement• Free virtual tours,

museums, rides and classes

TeleHealth Session & Provider Preparedness During Sessions• Encourage your client

to invite others to join in games

• Communicate with the parents as much as needed

TeleHealth Session & Provider Preparedness Ending Session• Confirm next appt• Sign out • Complete session

documentation

TeleHealth Session & Provider Preparedness Ending Session• Review

recommendations provided.

• Allow the opportunity for input.

• Re-cap training objectives that require follow up.

TeleHealth Session & Provider Preparedness Post-Session• Parent/client signatures

following sessions• Gathering questions

requiring follow up

Quality Assurance

Quality Assurance

• Ensure all teaching procedures are implemented with high fidelity.

• Supports staff professional development

Quality Assurance

• Helps outline all necessary skills for an effective session.

• Allows for assessment of skills across several observation periods (e.g., mastery, generalization, maintenance).

Quality Assurance

• Supports the identification of treatment barriers.

• Allows for performance management monitoring.

Quality Assurance

• Materials are up and ready for use

• Technology is functioning

Session Preparation

Quality Assurance

• RBT Fidelity checks

https://docs.google.com/spreadsheets/d/1wIRXOtTD34icCj9JldDpuljrYqLCH57qfYtG1Cx8MuA/edit#gid=1783212463

Questions? [email protected]

Optimizing the Patient Experience Telehealth Implementation ......Behavior Change Institute • Is a...

Documents

Transcript of Optimizing the Patient Experience Telehealth Implementation ......Behavior Change Institute • Is a...