Changing the Way We Do Business

By now you’re fully ensconced in COVID-19 precautions, whether that’s quarantining, working from home, or working on-site with social distancing and PPE. 

Well before COVID-19, though, more and more was moving online as virtual options expanded. Video calls and conferences were already integrated into many workplaces and telehealth appointments were gaining popularity fast. So there’s no doubt this current virtual explosion will drive the future of business and personal care well beyond Spring 2020. 

Especially in healthcare and mental health, leaders and providers must adapt to the increasing demand for online and telehealth options to stay relevant in today’s world. That goes well beyond just service delivery; teams and structures should also be streamlined to work well remotely. 

Here are key elements to consider if you’re going to be successful as a remote service provider: 

Online Workspace

The time for physical files and handwritten notes has long passed. 
No matter the size of your operation, identify a secure, online healthcare software and make the move as soon as possible. PDG uses Credible Behavioral Health, which is HIPAA-compliant, customizable for any type of healthcare or process flow, including private practice, residential, team management, and more. From anywhere, managers can see their teams’ productivity and staff can conduct visits.  

Telehealth Regulations

Be fully aware of the changing regulations around telehealth or phone-based healthcare. As of April 2020, Governor Hogan signed several telehealth bills into law allowing greater access to telehealth services for Medicaid recipients. For more information on telehealth in Maryland, visit the Telehealth Resource Center.

Clear Expectations

Managing a remote team effectively requires keeping them engaged and fully aware of all work expectations. Establish policies about deadlines, availability and work times, response times, HIPAA procedures, where to go with questions, and what work they need to complete each day, week, and month.

Designate one or two communication channels. Today’s world has a plethora of communication options – text, chat, Facebook, video calls, phone calls, email, other social media, whatever software you’re using, and more – so make it clear which ones your team will use and when, or communication will become a scattered, confusing mess. 

Keep Devices in Check

Identify the plan and procedure for staff devices, software, or other items needed for them to do their job. Are they able to use their personal computer? If so, do they need special software to keep it secure? If they’re receiving work devices, what’s the plan if one needs maintenance? 

Create a flow for your staff to get what they need and keep it updated and maintained throughout their time with your company. 

For the next few weeks of Spring 2020, ensure that minimal contact and in-person time is necessary. Receiving these items once during on-boarding and remote software updates are ideal! 

Provide Support

Your staff, even the most technologically savvy, aren’t going to be intimately familiar with all new software and processes. As soon as possible, set up group or individual remote training that reviews all the new software, processes, and expectations. 

Check in regularly to see how staff are doing. Notice a change in someone’s productivity or behavior? Intervene as soon as possible to address any potential self-care or work ethic concerns. Regular check-ins (and quality assurance checks with your consumers) are necessary to keep your whole team on track. Of course, as with any new policy at work, be open to feedback and adjust your policies when needed.

Happy virtual working and stay safe!