Q&A: Case managers and telemedicine

Q: The use of telemedicine and telehealth has expanded dramatically during the COVID-19 pandemic. What should case managers be aware of when determining the most viable telemedicine options for patients?

A: Information needs to be provided to patients on how to connect in telemedicine, says Diane Iverson, RN, BSN, BS, ACM, CCM, a Baltimore-area case manager.

This requires some work, as the telemedicine landscape is changing on almost a daily basis.

Case managers should consider social determinants of health when checking to see if telemedicine is an option for patients. The following questions should help case managers make those decisions:

• Does the patient have the technology to connect to remote services?
• Will the remote services meet the patient’s language needs?
• Does the process promote consistency between recommendations made in person by the patient’s physician versus through the telemedicine provider?

There are several resources that can assist case managers in implementing telehealth services at their respective organizations, including the following:

• The American Academy of Family Physicians, https://www.aafp.org/patient-care/emergency/2019-coronavirus/COVID-19-daily/telehealth.html
• CMS, https://www.medicare.gov/coverage/telehealth