There’s no denying it: new technologies can force people out of their comfort zone. That’s especially true with telemedicine, where fear can be a major impediment to successful implementation. Providers may worry about reimbursement barriers or clinically shortchanging their patients; healthcare leaders may worry they’ll waste their investment.
That’s one reason telemedicine training and support is so critical, as we talked about a few days ago. Essentially, good onboarding can overcome those fears and help providers, patients, and leaders move into a new comfort zone where telemedicine feels like a natural part of healthcare.
Today we’ll explain what dedicated training and support look like and how organizations can make the most of it.
Training and Customer Success
Since we’ve talked a lot about the importance of telemedicine training, we want to share the ways GlobalMed helps our customers launch world-class virtual health programs. Currently, we’re building an online GlobalMed University, a learning center that will cover everything from software instruction to reimbursement guidelines to intensive training. But we also support customer excellence in these eight ways:
1. Our training and education team come from a medical background.
They’ve worked in private practices, emergency rooms, EMR software development and more – and their hands-on expertise shapes our products and support.
2. We take the time to learn what you’re doing with our products.
We listen to your goals. Maybe your clinicians want to see a higher volume of patients. Maybe you want a more effective triage process to keep some patients at home while getting others into an exam room. By understanding how you define telemedicine success, our consultations become that much more tailored.
3. We help align hardware and software tools into your practice.
We make sure your staff is comfortable using them and that they know how to help patients feel confident using them too. We also take you through dry runs so those first virtual visits are successful right out of the gate.
4. We take your plan from idea to reality.
Because we’ve deployed so many telemedicine solutions in so many environments – from schools to hospitals to oil rigs to workplaces – we can dismantle possible roadblocks and help you achieve maximum effectiveness. That includes communicating with patients, balancing patient flows, improving care and increasing revenue.
5. Our support team is by your side through your entire virtual health journey.
They assist you at every touchpoint, from announcing your equipment’s ship date to remotely helping you unbox it and set it up on arrival.
6. One of our most critical support metrics is time from delivery to first consult.
Our goal is 14 days, with our team doing whatever it takes to make sure you’re up and running and serving patients within two weeks.
7. We also follow up with you on a regular basis – but not so often that it’s annoying.
After your first consult goes smoothly, we let you determine the frequency of ongoing checkpoints. Maybe you want to hear from us every two weeks. Or maybe every two months. You set the pace.
8. We know how crucial uptime is for patient care – so our warranty guarantees a 24-hour turnaround on replacement parts.
You won’t have to suspend services while you wait for equipment. We get your solution back in operation in 24 hours no matter what.
Investing in Innovation
Here’s a final thought on telehealth training: the extent of its benefits depend on the user. Without the right adoption protocols, a gap can grow between the platform’s potential and the provider’s actual virtual care delivery. To harness the full power of your platform, ask your team to identify goals and patient needs before training so your vendor knows how best to help. Document the training so you’re not dependent on that one nurse who understands the solution. Follow change management best practices to dissolve any staff resistance and embed virtual care into your organization.
But most important of all is building a culture of continuous learning and development. Change is inevitable in healthcare. Between new technologies, breakthrough medications and evolving care delivery models, clinging to the status quo is counterproductive. You can help future proof your organization by investing in ongoing education and working with vendors who are willing to grow with you. By embracing new innovations, your program will succeed not just today but tomorrow.