Q&A: Assisting patients with technology

August 19, 2020
Medicare Web

Q: As a case manager, part of my job is making sure my patients are capable of utilizing technology to access telemedicine. What are your recommendations for helping patients get up to speed with technology?

A: There are many steps case managers can take. First, case managers should assess the patient's comprehension when it comes to technology. The importance of technology should also be stressed.

Most importantly, the patient should receive some form of education before leaving the hospital, if possible.

“If the case manager can connect with the patients while the patient is in the hospital, conducting a demonstration with the technology can be helpful,” says Colleen Morley, DNP, RN, CCM, CMAC, CMCN, ACM-RN, president of CMSA Chicago.

It’s more beneficial for the patient to experience the training in person. This way, the case manager can identify areas of need for the patient and help navigate the challenges. In addition to walking patients through the process, case managers should provide written support materials that patients can reference later. While patients may be able to remember the steps during training, they may struggle once they arrive home, particularly if the buttons or prompts on devices look different than the ones they used in the hospital.

Editor's note: This topic was originally addressed in the August issue of Case Management Monthly.