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Developing a direct-to-consumer telehealth strategy

Once you have decided that direct-to-patient telehealth is right for your practice, it is time to create a strategic plan.

Creating a telehealth plan

You will have to make practical business decisions and think ahead to ensure long-term stability and success   (video). You will need to:

• Create a roadmap for when and how you will roll out new services. See: Digital Health Implementation Playbook Step 7: Designing the Workflow   (PDF) for ideas.
• Find funding to cover both short- and long-term costs and to account for insurance reimbursement delays. See: The 411 on Telehealth Funding   (video) for tips on how to get started.
• Assess patient needs and research what on-demand services are most needed in your area. Confirm if broadband internet is available.

• Develop a marketing strategy. This means updating your website, online and print advertising, email communications, and more.
• Start small — introduce one new service at a time. Test new services with staff, or a pilot program with a small number of patients. After you are clear on your basic processes and financials it will be easier to grow your services.
• Design your approach to hiring, staff training, workflows, infrastructure and IT needs, and patient communication.

Tip: Screen for technology skills and communication preferences ahead of the virtual visit. Have administrative staff prepare patients for their telehealth appointment and provide instructions on what to expect. Schedule extra time before the appointment for patients to practice using the technology and ask questions.

Evaluating your direct-to-consumer telehealth program

After you have developed your telehealth plan, you will want to decide how to assess if your program is meeting its goals.

• Develop an evaluation strategy   for measuring patient and business impact, challenges, and areas for growth to ensure your program is sustainable over time. Monitor your services regularly and make adjustments.