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Medical Group Management Association

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Telehealth

Did your practice offer extended hours for telehealth appointments?

Indicate “Yes”, if your practice offered extended hours for telehealth appointments. If your practice did not offer extended hours for telehealth appointments answer “No”.
 

What was the average scheduled appointment slot-time length (in minutes) for telehealth appointments?

New patient visits: Indicate the average amount of time in minutes that was scheduled for new patient visits.
Established patient visits: Indicate the average amount of time in minutes that was scheduled for established patient visits.
 

On average, what was your third next available appointment (in business days) for telehealth visits?

To calculate your third next available appointment for telehealth appointment, begin by counting the number of working days from the start of each day to the third open appointment. If the third next available appointment was the day you start on, reflect that by entering “0,” if it was the day after then indicate that by entering “1” and so forth.

Do not count days when the office is closed for business. However, days where the provider is unavailable due to vacation, administrative time, sick leave, etc. should be included in your count. If a certain number of appointment slots are reserved for same-day appointments, do not include those   in your count for third next available appointment.

New patient visits: Using the guidelines above to calculate third next available telehealth appointment, indicate the number in business days for new patient visits.
Established patient visits: Using the guidelines above to calculate third next available telehealth appointment, indicate the number in business days for established patient visits.
 

What was your practice’s cancellation rate percentage for telehealth appointments?

Indicate your practice’s average cancellation rate percent for telehealth appointments only, in whole numbers, where appointments were scheduled but patients or the provider/practice cancelled their scheduled appointment.
 

What was your practice’s no-show rate percentage for telehealth appointments?

Indicate your practice’s average no show rate percent for telehealth appointments only, in whole numbers, where appointments were scheduled but patients did not show up, or reschedule, their scheduled appointment.

For pre-scheduled telehealth appointments what was the average time in minutes patients spent on hold?

Indicate the average time in minutes that patients spent on hold waiting to speak with the provider for telehealth appointments specifically. Please provide in whole numbers.
 

For pre-scheduled telehealth appointments what was the average time in minutes patients spent on hold?

Indicate the average time in minutes that patients spent on hold waiting to speak with the provider for telehealth appointments specifically. Please provide in whole numbers.
 

What was your practice’s visit method for telehealth services? (Drop down options)

  • Video only – i.e. laptop with webcam, camera

  • Audio-only – i.e. via telephone

  • Both Video and Audio

  • Other  (please specify)
     

What type of telehealth visits did your practice offer? (Drop down options)

  • Synchronous, also referred to as “live video-conferencing”, is the delivery of health information in real-time. This allows for a live discussion with the patient and provider to deliver medical expertise.

  • Asynchronous, also referred to as “store-and-forward video-conferencing” occurs where a patient or provider collects medical history, images, and/or laboratory reports and then sends it to a provider, typically a specialist, for diagnostic and treatment expertise offline.

  • Both synchronous and asynchronous

  • Other (please specify)
     

Did your practice conduct patient satisfaction surveys for telehealth services?

Indicate “Yes” if your practice administers patient satisfaction surveys for telehealth services. If your practice did not administer patient satisfaction surveys for telehealth services, answer “No”.
 

What kind of equipment and/or software did your practice use for telehealth visits? (i.e. microphones, cameras, EHR systems) (open-ended)

Provide the types of equipment and/or software your practice used.
 

What were the biggest challenges in providing/ implementing telehealth services in your practice? (open-ended)

Describe the biggest challenges in providing/implementing telehealth services in your practice.

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