Virtual Telehealth Helpdesk Assistance in Northern Sydney
Patient’s Telehealth Helpdesk will enable patients to use virtual consults with minimum disruptions and with the same clinical outcomes as face-to-face. We support Patients to overcome barriers when accessing Telehealth. Our job is to
- Confirm appointment time
- Onboard patient to test Telehealth link
- Identify suitable device and web browser
- Review troubleshooting and technical concerns
- An accessible contact for the patient when support or assistance is required
We do Test-run
- Point out that they will have a link to click link on the day of consult
- Direct them to Telehealth link on for test
- Take them through each step while they are on the phone
- Identifies suitable device and web browser
- Allow access to camera & mic; enter details; select patient; test audio; test video; rate audio & video; complete details of appointment; enter waiting room if needed
- Reassure that, like any waiting room the clinician may not be ready to see them exactly on arrival, but will come there to get them when consult is starting
- Point out the advantages of being in their own environment while waiting
- Bring patient into consult and point out that this is how they will see their clinician.
During the test process troubleshoot any issues. Common issues are
- Turn microphone on
- Turn video on
- Data reception – finding where the best reception is
We contact the patients as needed
2-3 days before – via text or call.
1 week prior to the consult
2 weeks prior to the consult
Depends on the circumstance
Our Skillsets
- Knowledge of the platform’s backend, and front end
- Knowledge of the local facilities/rooms/staff and the key people to call on if escalation is required
- General computer/ IT knowledge
- Understanding of the health disciplines utilising the service
- Strong understanding of common difficulties on the clinician and user end in establishing virtual care for an appointment
- Patience, empathy, people skills i.e., tolerance and patience with those that may not have a lot of technical skill
- Ability to communicate clearly and adjust the conversation to accommodate multiple levels of knowledge of the patient including older generations and CALD consumers
- Relationship building, a person that can quickly build rapport with the patient
Services that would benefit from a Patient’s Telehealth Helpdesk
- All services using Telehealth
- All services with patients/clients/consumers who are elderly, non-tech savvy or CALD
- Outpatient services
- Services with lack of administrative or clerical support
- Inpatient services
- Services that require unique attention, Cancer, Palliative, Aged, Perinatal Loss, Intensive
- Allied Health
Reported benefits include
- Improved patient and clinician success for virtual consultations
- Patients are more comfortable using the platform – Increased level of confidence
- Improved connection for patients onto the platform
- Clinicians can go from one patient to the next in a more coordinated way
- Clinician can rely on the Helpdesk to support the live environment and ensure that the patient is in the correct virtual waiting room at the appointed time
- Reduction in failure to attend appointment rate
