Beyond the Clinic

Section 1. The time for video consultations has come

1. Why practices need to embrace digital
2. Video consultations are a type of telehealth
3. Telehealth is just healthcare delivered via a different communication medium
4. Telehealth requires making changes to the way your business operates
5. There’s no change necessary to your healthcare knowledge
6. You need a transformation project to introduce video consultations
7. Principles we follow in the book: hybrid care, minimal disruption, sustainability
8. Sharing our experience from helping a diverse set of practices in Australia

Section 2. Imagine your future with video consultations

1. Start by imagining what the future of your business should look like
2. What potential benefits can you achieve from video consultations?
3. What do you personally want to achieve? Imagine the future for yourself
4. Don’t plan in isolation – validate your vision with others
5. Where things go wrong: start with only one service and its viability
6. Add details to your vision: workflows, people roles, systems, money flows
7. Write down your vision and add user stories
8. Optimise your vision for patient desirability and business viability

Section 3. Undertaking a transformation project

1. Advantages and disadvantages of doing a pilot project first
2. Dimensions of change: people, processes, technology and a new service name
3. Understanding where your business is at right now
4. Who is responsible for the project
5. Preparing a project plan and delivery timelines
6. What does project success look like and how do you measure it?
7. Addressing regulatory and insurance issues
8. How to minimise disruption to existing business processes

Section 4. We need to get everybody on board

1. Who is involved in running your business now and in the future?
2. What gets clinicians excited?
3. Including your practice (admin) personnel in defining processes
4. Changing job descriptions and introducing a telehealth coordinator role
5. Talking to your IT personnel about video consultations
6. Preparing training
7. How to on-board patients
8. How to attract new patients to your service

Section 5. Getting technology fit for your workflows

1. Assessing your current technology status and workflow support
2. Network connectivity, mobile and desktop devices
3. How to assess your software choices
4. Integrating video consultations with scheduling and medical records software
5. What medical devices and tools do you use face-to-face?
6. Does your physical space setup need any changes?
7. Working through planned workflows using chosen hardware and software
8. Adding technology requirements and assessments to your project plan

Section 6. Making video consultations sustainable

1. Execute with conviction: confidence, persistence, flexibility
2. Building your business reputation beyond the borders of your practice
3. The big day – your digital service launch
4. Maintaining enthusiasm: collecting and sharing success stories
5. Minimising disruption: support and operations
6. Embrace new charging models, with and without Medicare
7. Stacking up change projects – Kaizen
8. Opportunities for growth