Maximizing Your 20-Minute Telehealth Consultations

Moonah Health Provider Best Practices: Preparing for and Maximizing Your 20-Minute Telehealth Consultations

At Moonah Health, we hold ourselves to the highest standard of patient care, and that includes how our providers utilize their time in each 20-minute telehealth consultation. Each minute with the patient is an opportunity to listen, assess, educate, and adjust treatment plans with precision. To deliver exceptional care, it is crucial that you come fully prepared and use the entire time effectively to address patient needs. Below are the detailed expectations and best practices for optimizing every consultation.

Pre-Consultation Preparation: The Foundation of Success

Your success in telehealth begins before the consultation starts. Thorough preparation ensures you enter each session informed and ready to provide focused, high-quality care.

1. Review the Patient’s Healthie Profile (5 minutes before the consultation):

• Medical History: Ensure you’re familiar with the patient’s current and previous health conditions, menopause stage, and any other relevant health issues.

• Symptom Tracking: Look over the most recent symptom tracker entries to identify any changes in their menopause-related symptoms, such as hot flashes, sleep disturbances, or mood swings. This will guide the focus of your conversation.

• Treatment Plans: Check any existing treatments, including Hormone Replacement Therapy (HRT) or non-hormonal interventions, and review whether follow-ups, lab results, or medication adjustments are needed.

• Compliance and Follow-Up: Ensure that the patient has completed any prescribed tests or follow-up steps. Be prepared to address any missed tasks and reemphasize their importance to the treatment plan.

2. Prepare Mentally for the Consultation:

• Set Your Objectives: Know exactly what you need to cover during the 20 minutes. This should include addressing the patient’s primary concerns, reviewing their treatment progress, and making any necessary adjustments.

• Technical Check: Ensure your technology is ready. Verify that your Moonah Health-branded Zoom background is loaded and that your internet connection, camera, and audio are working properly. Professionalism and presentation in telehealth are as important as clinical expertise.

3. Be in the Right Environment:

• Quiet, Distraction-Free Setting: Choose a workspace that is quiet, well-lit, and free from distractions. This fosters a professional atmosphere that allows for a focused and productive session.

• Moonah Branding Ready: Having the correct background reinforces our brand and creates a cohesive experience for the patient, maintaining a professional and trusted image throughout the consultation.

Consultation Structure: Maximizing Every Minute

In a telehealth setting, time is valuable. We expect you to use the full 20 minutes of the consultation to provide thorough and meaningful care. Here’s how to break it down:

1. First 5 Minutes: Patient Check-In

• Warm Greeting and Rapport Building: Greet the patient warmly, confirm their identity, and ensure they are comfortable. Establishing rapport quickly sets a positive tone for the session.

• Symptom Overview: Ask open-ended questions to assess how they’ve been feeling since the last consultation. Focus on any changes in their primary symptoms (e.g., hot flashes, sleep issues, vaginal dryness). Let the patient share their experience, but guide them toward the most pressing health concerns.

• Clarify Concerns: Use this time to clarify what the patient hopes to accomplish during the visit. This helps you prioritize the most critical aspects of their care.

2. Next 10 Minutes: Focused Clinical Evaluation

• Symptom Management: Review their progress or lack thereof with current treatments. For patients on HRT, assess symptom relief and potential side effects. For those on non-hormonal treatments, discuss symptom severity and quality of life improvements.

• Treatment Adjustments: Based on their feedback and the pre-consultation review, make any necessary adjustments to their treatment plan. This might include altering HRT dosage, recommending a different form of therapy (e.g., switching from pills to patches), or suggesting complementary therapies like lifestyle changes or vitamins.

• Patient Education: Take this time to explain any changes in their treatment or management plan. Patients should leave the consultation understanding their condition and the rationale behind their treatment.

3. Final 5 Minutes: Summarize and Action Plan

• Clear Summary of Key Points: Recap the main takeaways of the consultation, including any adjustments to their treatment and the next steps they need to take. Ensure they understand the treatment plan moving forward.

• Set Expectations for Follow-Up: Let the patient know when they should schedule their next appointment and whether any lab tests or symptom tracking should be completed beforehand. Ensure they know how to contact Moonah Health if they have any concerns or urgent questions.

• Positive Closing: End on a positive, encouraging note, reminding them that you are here to support them through every stage of their health journey.

Post-Consultation: Immediate Documentation and Follow-Up

After the consultation, it’s essential to document the session promptly and accurately. This ensures that all relevant information is recorded and that you’re fully prepared for the next steps.

1. Complete Documentation Immediately (Within 10 Minutes):

• Detailed Session Notes: Record the patient’s symptoms, treatment adjustments, and any clinical findings discussed during the consultation. This helps you maintain a comprehensive patient record and prepares you for follow-up consultations.

• Follow-Up Instructions: Clearly outline any required follow-up actions, such as additional lab tests, treatment changes, or scheduling the next appointment.

• Ensure HIPAA Compliance: Double-check that all patient records and communications comply with HIPAA regulations to protect patient privacy.

2. Provide Patient Summary and Next Steps:

• Send a Summary: Use the Healthie platform to provide a post-consultation summary to the patient. Include any adjustments to their treatment plan, follow-up instructions, and educational resources.

• Monitor Ongoing Care: Stay vigilant in monitoring the patient’s health between consultations. If they report any adverse effects or concerns through the platform, ensure timely follow-up.

Key Success Factors: What You Should Always Keep in Mind

• Thorough Preparation Equals Confidence: Spending 5 minutes before the consultation reviewing patient data makes the session more productive and ensures you’re not scrambling for information during the appointment.

• Use the Full 20 Minutes: This time is essential for addressing all aspects of the patient’s care. Rushing through consultations can lead to missed opportunities for better treatment outcomes.

• Brand Representation Matters: Ensure that your Moonah-branded background is displayed properly. A professional and consistent telehealth experience builds trust with patients and reinforces our brand’s identity.

• Documentation is Crucial: Immediate and accurate documentation is vital to maintaining continuity of care. Don’t delay – the sooner you document, the fresher the details and the better prepared you’ll be for future follow-ups.

By following these best practices, you will be well-prepared to deliver exceptional care to your patients and uphold Moonah Health’s standards of excellence. Remember, every consultation is an opportunity to make a meaningful impact on a patient’s health journey.

If you have any questions or need further guidance, please reach out to our clinical support team.