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Patient flow : how scheduling teleconsultations instead of physical appointments ?

Mis à jour : avr. 3

Numerous press articles have been published to promote the teleconsultations implemented in the context of Covid-19. How do doctors use them in practice and how do they refer their patients?

Testimony of a liberal doctor in Saint Brieuc :

"There is the mother, for example, who recovers her child with fever and pimples. Rather than seeing her in an emergency at the office, with a full waiting room, I make an appointment for her, she goes home, and I make a video diagnosis. It's more comfortable for everyone. Similarly, to take care of residents in retirement homes, he now opts for teleconsultation rather than visits."

Source: Le Télégramme (see the article!)

Here are several recommendations for guiding your patients to teleconsultation : INFORM THE RECEPTION AND ORIENTATION STAFF explain the protocol for management by teleconsultation, when to recommend teleconsultation and the explanations to be given to patients.

ANTICIPATE BY INFORMING FRAGILE PATIENTS BY TEXT MESSAGE. Some specialists inform their chronic patients that they have set up a teleconsultation, and a useful link or number to call to schedule a teleconsultation if needed, especially if there is a suspicion of COVID-19. REFER THE PATIENT TO A TELECONSULTATION AT THE TIME OF SCHEDULING THE APPOINTMENT Apart from cases involving medical emergencies, some doctors invite their secretariats to offer teleconsultations for certain types of consultations (young children, elderly people in EHPAD, chronically ill people). If the patient or his/her representative agrees, the secretariat can then directly schedule this appointment on the time slots reserved for teleconsultation in the doctor's diary.

PUT UP POSTERS AT THE ENTRANCE OF THE HOSPITAL OR THE PRACTICE, COMMUNICATE ON THE HOME PAGE OF YOUR WEBSITE Example of information to be mentioned : "In the context of the COVID-19 crisis, we have opened a teleconsultation service in order to limit the risks of spreading the virus, especially for children, the elderly or the chronically ill (depending on the patient concerned). These are adapted for cases that are not emergencies or do not require direct care. These teleconsultations by telephone or internet will be reimbursed at 100% in case of suspicion of COVID-19 and under the same conditions as a classic consultation in other cases". Specify whether they should make an appointment by telephone with the secretariat, or make an appointment online, and on which site (depending on your organisation).

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Catel, Centre de Ressources et d'Expertise en e-santé - www.catel-esante.fr