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© OptumHealth Training 2020: Confidential and Proprietary – Do Not Distribute BH2734_042020 United Behavioral Health operating under the brand Optum
Practical Telehealth Strategies for Behavioral Health Providers Vanessa Venezia Heuer, MD
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Benefits of telehealth Getting started Logistics Documentation Alaska state guidelines
Key Learning Points
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Benefits of Telehealth
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Why Telehealth?
Flexible Patient-Centered Inclusive
Compliant with Social Distancing
Cultural Components
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Community Connection
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Getting Started
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Getting Started
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Patient Set-Up
Emphasize confidentiality Minimize distraction Camera use Consider time of day
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New vs Established Patients
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Logistics
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Logistics
Affect Distractions Telephone only delivery
Technical Issues
Challenging patients
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Affect
Be genuine Convey Empathy Comment on Affect Clarifying statements Be aware of internal state but
not overly reactive to it
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Distractions
Observe how stressors are handled Observe frequency of
distractions In children, ask parents for
help removing distractions In adolescents, work
distractions into therapy
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Telephone only delivery of service
More challenging because of lack of visual cues Be prepared for time lags and
asynchronous communication Therapy as tennis Translate non verbal into
verbal
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Technical issues Reminder calls What will patients do between
“visits”-establish procedures What to do if they don’t
“answer” or are late Be familiar with the technical
service you are using Be aware of note taking and
how this impacts eye contact Telehealth can be less rigid,
children especially may need help demystifying experience
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Challenging situations
The silent treatment The angry patient Intoxication
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Documentation
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Documentation
How will your documentation change based on whether it’s a video session or telephonic only?
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Alaska Guidelines
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Alaska Guidelines
Emergency response policy guidance Hierarchy for provision of services Hierarchy for group services Billing Quality assurance Services available
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Resources 1. American Academy of Child and Adolescent
Psychiatry Practice Parameter on Telepsychiatry. 2. American Psychiatric Association Telepsychiatry
toolkit https://www.psychiatry.org/psychiatrists/practice/telepsychiatry/toolkit
3. American Psychological Association Practice Guidelines on Telepsychology https://www.apa.org/practice/guidelines/telepsychology
4. Tips for Quarantined Parents https://www.apa.org/topics/covid-19/quarantine-parents-tips
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Conclusion