Telehealth
- Describe the advantages and disadvantages of using telehealth to conduct visits with a patient.
- Outline the main steps for each stage of a telehealth visit: preparation, conducting, and follow-up.
- Identify strategies CHWs can use to promote effective and efficient telehealth visits.
Telehealth in CHW work
Traditionally, CHWs have engaged with patients in person. But in light of COVID-19, many CHW programs adapted to include telehealth — the use of phone or video to deliver healthcare services.
Telehealth visits have many similar steps to in-person visits, but with additional considerations.
Why telehealth works
What's harder with telehealth
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A patient lives two hours from the nearest clinic and works full time. Which telehealth benefit most directly addresses their situation?
Step 1: Preparation
The process for a telehealth visit follows the same three stages as in-person visits — but with twists at every step.
- Preparing
- Conducting the visit
- Following up
Communicate with the patient
Explain in advance what will happen during the telehealth visit. Make sure they have the necessary technology AND know how to use it. For video calls with screen sharing, check that the patient has the right device and apps. Practice using the platform with patients who aren't familiar with it.
Communicate clearly:
- Purpose of the call
- Length of the call
- Need for a quiet, comfortable place
Send necessary materials in advance
ID & Business Card
CHW's business card, contact information, and an image of the CHW's ID badge.
Review Client Information
Telehealth tends to take more time than in person, so thorough preparation keeps the visit concise. Review the patient's background and demographics, support structure, screening tools, and progress notes.
Step 2: Conducting the visit
The primary focus is information gathering. Use the same basic techniques as in-person — Ask, Observe, Measure — but with virtual adaptations.
Ask
Ask lots of questions. Additional follow-ups make up for not being physically present. Ask for enough detail to 'visualize' the home environment.
Step 3: Follow-up
The follow-up mirrors an in-person visit — but document that the visit was telehealth, and recognize the assessment limitations of the format.
Documentation
- Develop or update an action plan
- Write progress notes (assessment findings, topics covered, progress, barriers, updates)
- Share progress notes with the care team
Follow-up activities
- Phone calls to doctors, case managers, caregivers, resource providers
- Manage referrals
- Research specialists, resources, health education materials
Prepare for the next visit (home or telephonic)
- Determine expected objectives
- Assess whether an initial assessment or reassessment is needed
- Address follow-up topics from the action plan
12 additional tips for telehealth
Match each telehealth task to the stage of the visit where it belongs.
What is the single most important thing to add to your follow-up documentation that is unique to a telehealth visit?
🌟 Lesson takeaways
Telehealth gives CHWs new ways to reach patients — better access, faster visits, and sometimes more intimate conversation. It also brings new challenges — technology barriers, harder rapport, and limited observation. The same three-stage framework applies (prepare, conduct, follow up), with adaptations at every step. As Andrew Watson, MD put it: "Telehealth is the natural evolution of healthcare."
At the end of this module, you'll join a live discussion with your cohort and an instructor. Great work — we'll see you there!