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Tips for evaluating a telehealth vendor
Chris Mazzolini is the editorial director of Medical Economics
Many physicians are looking to hire a telehealth vendor quickly during the COVID-19 pandemic. Here’s how to pick the best one for you.
Many physicians are looking to hire a telehealth service company now, as they try to treat patients during the COVID-19 pandemic.But even though practices want to get their telehealth program started quickly, do not rush the due diligence process. There are criteria every physician should use to evaluate potential vendors, and many organizations are putting out guides to help with this process.The American Medical Association (AMA) recently released an expanded telehealth guide. In it, they lay out the below criteria physicians should use when selecting a vendor.Â
Understand basic business information
What’s the company’s organizational overview?
•How long have they been around?•What’s their funding source? Are they financially stable?•Who are they affiliated with?•Do they have any notable customers?
Cost and prices
How will this company impact your program return on investment?
•How much does the product cost?•What’s their business model?•What are details on reimbursement rates, risk sharing, and more?•What’s the cost, process and timeline associated with integration and any product updates?
Is it a fit?
How well do they know you?
•Do they have expertise in offering telehealth to your specialty?•Do they have knowledge of federal and private payer requirements?•Do they know the laws and regulations in your state?
Technology needs
Does their tech match your needs?
•Can they integrate with your IT landscape, particularly your EHR?
•Can their system capture data important to both the care team and the patient?•What are their customization capabilities?•Can patients access their data?
Cybersecurity and privacy
Does the vendor have a secure system?
•Do they comply with HIPAA rules?•Will they sign a business associate agreement (BAA) with your practice?•What is their liability structure for managing security breaches?•Do they comply with local regulations, such as state medical board rules?
System usability
How well does their system work?
•How easy is their system to use for clinicians and patients?•Does it provide engagement metrics?•How well does the dashboard and workflow systems work?•How easy is the billing system?
Vendor support services
How is their customer service?
•How much initial training do they provide?•How much support do their provide beyond initial training? Patient education? Project management? Data analysis?•What is their technical support process like?•Do you have access to existing templates and procedure examples?