optimizing the patient experience telehealth implementation ......behavior change institute • is a...
TRANSCRIPT
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Telehealth Implementation of ABA Services: Optimizing the Patient Experience
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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.
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Thank you!
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Behavior Change Institute
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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.
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Overview
• Telehealth & Professionalism • Technology & Equipment• HIPAA and Privacy Requirements • Patient Experience• Provider Preparedness • Quality Assurance
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Professional Interactions via Telehealth
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TeleHealth & ProfessionalismGeneral Conduct
• Undivided attention to your client
• Look into the camera instead of at yourself talking on the computer screen.
Sticky Note
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TeleHealth & ProfessionalismGeneral Conduct
• Schedule meals before or after appointments
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TeleHealth & ProfessionalismGeneral Conduct
• Be on time for your appointments if not early
• Set up reminder notifications
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TeleHealth & ProfessionalismGeneral Conduct
• Be mindful of lag times when speaking
• Practice active listening. • Use a positive tone of
voice • Use a positive body
language.
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TeleHealth & ProfessionalismGeneral Conduct
• Act at home as you would in an office or conference room.
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TeleHealth & ProfessionalismDress Standard
• First impressions count!
• Your appearance supports or weakens your credibility as a professional.
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TeleHealth & ProfessionalismDress Standard
• Dress standards set forth by your organization should be followed when participating in telehealth service delivery.
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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
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TeleHealth & ProfessionalismDress Standard
•Collared shirts (e.g., polo)
•Button up shirts•Blouses•Khakis•Dark wash jeans
Appropriate Attire
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TeleHealth & ProfessionalismDress Standard
• Risqué or revealing clothes• Sheer, see-through clothes• Tank tops• Sportswear • Sundresses• Torn clothing
Inappropriate Attire
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TeleHealth & ProfessionalismDress Standard
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TeleHealth & ProfessionalismBackground
• Background• Clean and neat • Minimal distractions• Socially sensitive decor
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TeleHealth & ProfessionalismBackground
• Beds (unmade or made)• Messy rooms• Open closets• Clutter• Alcohol bottles• “Not safe for work” art
Inappropriate Background
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Technology & Equipment
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Technology & Equipment:Equipment
• Web camera• Computer camera• Ipad camera• Speakers• Microphone
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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
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Technology & Equipment:Monitor & Camera Positioning
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Technology & Equipment:Monitor Positioning
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Technology & Equipment:Camera Positioning
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Inappropriate
Technology & Equipment:Camera Positioning
Appropriate
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Inappropriate
Technology & Equipment:Camera Positioning
Appropriate
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Technology & Equipment:Optimal Lighting
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Technology & Equipment:Optimal Lighting
Inappropriate Appropriate
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Technology & Equipment:Optimal Lighting
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Technology & Equipment:Optimal Lighting
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
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HIPAA & Privacy Requirements
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HIPAA & Privacy Requirements: Information Security
● Locking file cabinets, desks, offices and homes
● Use updated computer software
● Install and use anti-virus software
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HIPAA & Privacy Requirements: Information Security
● Password protected technology● Inactivation of automatic login
functionality ● Limiting internet connections to a
secured network ● Technology storage
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HIPAA & Privacy Requirements: Information Security
● 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.
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HIPAA & Privacy Appropriate Locations
• Designated area • Private • Discuss confidential
client information.
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HIPAA & Privacy Requirements: Appropriate Locations
• Inappropriate• Cars• Public locations • Shared spaces
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HIPAA & Privacy Requirements: Appropriate Locations
• Office• Private room • Business Center• Conference Room
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HIPAA & Privacy Home Office Requirements
• Secure childcare ahead of time
• Close/lock door
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HIPAA & Privacy Home Office Requirements
• Screen orientation
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HIPAA & Privacy Home Office Requirements
• Hang a sign • Home office door• Front door
Working from Home, please come
back later.
Do Not Disturb
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HIPAA & Privacy Audio Requirements
• Headsets• White noise machine
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Patient Experience
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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.
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Patient Experience:Body Language
• Smile• Introductions • Laugh
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Patient Experience:Body Language
• Eye Contact• Posture
• Learn names
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Patient Experience:Body Language
Inappropriate Appropriate
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Patient ExperienceCell Phones
•Silence alerts and notifications•Do not disturb•Do not engage with your cell phones during session
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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.
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Patient ExperienceDesktop and Screensavers
• Patient information•Graphic images• Cartoon/anime/
unofficial-looking images• Paraphernalia•Overly personal photos
Inappropriate Images
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Provider Preparedness
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TeleHealth Session & Provider Preparedness
• Pre-Session preparation• Session checklist• Starting session• During session• Ending session
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TeleHealth Session & Provider Preparedness Pre-Session Preparation• Recurring
appointments • Calendar invite • Instructions to join the
meeting remotely
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TeleHealth Session & Provider Preparedness
Pre-Service Preparation• Troubleshoot
technology before initiating services
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TeleHealth Session & Provider Preparedness
• Session Checklist• Pull up activities on
your device • Gather materials needed
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TeleHealth Session & Provider Preparedness
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.
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TeleHealth Session & Provider Preparedness
Prior to Session
• If after 15 minutes you are unsuccessful connecting with the family follow cancellation protocol
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TeleHealth Session & Provider Preparedness
During Session• Lock your meeting for
additional security
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TeleHealth Session & Provider Preparedness
During Session• Unexpected privacy
concerns
?
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TeleHealth Session & Provider Preparedness During Sessions• Prime the client by
reminding him that he can take breaks as needed.
• Program breaks into session schedule
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TeleHealth Session & Provider Preparedness During Sessions• Follow the telehealth
session structure • Get creative with your
activities!
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TeleHealth Session & Provider Preparedness • Picture powerpoints• Social skills YouTube
video• Virtual reinforcement• Free virtual tours,
museums, rides and classes
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TeleHealth Session & Provider Preparedness During Sessions• Encourage your client
to invite others to join in games
• Communicate with the parents as much as needed
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TeleHealth Session & Provider Preparedness Ending Session• Confirm next appt• Sign out • Complete session
documentation
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TeleHealth Session & Provider Preparedness Ending Session• Review
recommendations provided.
• Allow the opportunity for input.
• Re-cap training objectives that require follow up.
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TeleHealth Session & Provider Preparedness Post-Session• Parent/client signatures
following sessions• Gathering questions
requiring follow up
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Quality Assurance
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Quality Assurance
• Ensure all teaching procedures are implemented with high fidelity.
• Supports staff professional development
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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).
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Quality Assurance
• Supports the identification of treatment barriers.
• Allows for performance management monitoring.
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Quality Assurance
• Materials are up and ready for use
• Technology is functioning
Session Preparation
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Quality Assurance
• RBT Fidelity checks
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Questions? [email protected]