Hello, I'm Kellie Cotton. I'm Sr Program Coordinator for the Office of Telemedicine with Johns Hopkins health system. In the program coordination module, I went over a major piece of my responsibility within this position. Training and education is another one of my primary job responsibilities in this role. In this module we will go over the avenues of training and education. We'll review our training portal and all the documents and links that it houses. We will review clinical training, patient facing tools, educational updates and continuing education as well as some lessons learned. Avenues of training and education we have five main avenues, the training portal, our Intranet, our Internet, internal publications and email. Our Intranet and Internet sites have been established for several years and have been updated a couple of times along the way to keep us up to date with the branding and overall layout and formatting of all Hopkins websites. Our office partners with marketing and communications to participate in internal publications when an achievement has been reached or other share worthy experience has been recorded. These internal publications are both printed and emailed in some instances and shared throughout the campus. We also utilize the broad system wide emails through a marketing and communications partners as a method of sharing, training and education offered by and through our office. As I stated before, the Intranet and Internet sites have long been established. But it wasn't until the widespread use of Telemedicine in March of 2020 that we developed a training portal seen here. We worked with our training partners to quickly established a training portal where we could send staff to as a hub of needed and useful information. This training portal houses a plethora of documents and links and videos etc. Materials posted on the site include tip sheets, both patient facing and provider facing, legal and billing FAQs, links to eLearnings. Links to recorded training sessions and demos, clinical communications. And an archive of communications that come out from our office that have been shared with specific mailing lists. The downside of the tip sheets is that sometimes the content can be duplicative. This adds some difficulty to our teams work when it comes time to update certain areas of the tip sheets. Our office is moving towards a video visit guidebook rather than numerous somewhat random tip sheets. The guidebook will have a table of contents which is linked to the content inside and will encompass all aspects of video visits in one place. And this will make maintenance significantly easier for our project leads. This training portal played a vital role in how successful we were in sharing resources across the institutions during each phase of the pandemic. And will continue to be as important as we move forward into a new normal. One of my responsibilities with the training and education portion of my position is to manage the announcements also known as communications that come from our office. These announcements contain a variety of information from updates and state waivers and licensure to upgrade and enhancement notifications. To reminders on how to log into some software applications using single sign on. The announcements could also be pertaining to outages and downtime. We also send out achievement announcements when special things happen like us reaching our one million video visit at the end of June this year. We have built what we call a simple list that holds all of the appropriate recipients of Telemedicine related communications. And we use those lists to send out these messages. Tip Sheets, tip sheets were created largely with the increased use of Telemedicine in March of 2020. These are tips and tricks that are on demand and can be accessed by any staff member who needs them at any given time. Tip sheets follow a template format that can be either patient facing or provider facing or any other role specific [COUGH]. We note the role that the tip sheet pertains to at the top of each document. Whether clinical or administrative, these tip sheets are aimed at all levels of end users. They need to be clearly titled and easily accessible. Legal and billing FAQs, both of these documents were created at the beginning of the PEG. The legal FAQ is updated monthly, weekly or even daily in some cases. It is a go to document for providers and medical office staff members to find the latest and greatest information on state by state licensure regulations and waivers. The billing FAQ is updated as needed, it also was created during the PEG, it lists payer reimbursement changes. Here in Maryland we build both facility fees and professional fees. And there are different guidance for both these using different teams and processes to build each one of them. [COUGH] The Office of Telemedicine currently has four eLearning modules developed. Telemedicine 101 which is like an introduction that all roles should take. There is also a Provider specific, a Nurse/CMA specific and a Reg/Sketch specific module. I along with some of my subject matter expert colleagues are working on one additional module, welcomes administrators which will focus on billing. It will be using the tableau dashboards and the auditing process to go deeper into that topic. Prior to the pandemic updating these modules was done in coordination with a training team member and it was a bit of a lengthy process. Due to the need to be able to make changes quickly, I was granted the appropriate permissions inarticulate, which is the software platform that we use for these trainings. And I completed training on how to make the changes and build new modules. During the pandemic changes in our Telemedicine consent document. And approved clinical and non clinical space room set up with signage and labeling were added to these eLearnings. We also added PEG language that was unprecedented up until this point. Having the ability to update these modules as often as necessary is one benefit that came to our office as a result of the pandemic. These modules were created as lessons to any staff member that may have a part in Telemedicine process to patients. Whether it be scheduling and access, checking in and out with mocks or other clinical office staff. Or obtaining preliminary reason for visit information with nursing staff prior to the visit. The Provider module includes provider guidelines and standards for professionalism. Information about completion of these modules is stored at the back end of our learning management software. And at any moment we are able to pull reports of staff members or providers training or retraining history. This is a requirement of the joint commission. If a provider or clinical staff member is ever found to be out of compliance of Telemedicine standards, that staff member is mandated to retake the assigned Telemedicine eLearning module. Sometime medicine is a part of the new normal for providers. We have worked with the on-boarding training team to add Telemedicine to the EMR training that new providers complete when they begin working with Johns Hopkins Medicine. This ensures that all new providers have basic knowledge of Telemedicine workflows before they begin to see patients. This training is separate from the eLearning modules listed above. Our traditional training scheme went out the door with the pandemic. So prior to 2020, our trainings were one on one or in small group settings. Once the pandemic hit, we quickly set up mass trainings and open office hours to provide education and support. Our amazing team of project leads brand numerous training sessions. Some training sessions were one on one or with a small team and some were department specific with multiple roles. And some were role specific with multiple departments in attendance. We were reminded that there are different learning styles and we tried our best to cater to the needs of our colleagues so that we could offer the most beneficial learning experience possible. Clinical training, some of our partners at Johns Hopkins community physician shout out to Maura McGuire, Judy Greengold. And others from their team created some clinical training videos that are touched on in the staffing module of these Coursera classes. These training videos were created specifically for providers to learn best practices in conducting Telemedicine visits in general or for specific types of exams. Patient facing tools, we created some YouTube videos and there are preparation documents listed on our Telemedicine website for patients to use to help them know what to expect. And how to prep for their upcoming video visit. Educational updates and continuing education. Pre-pandemic we had a monthly newsletter that pointed out new programs. And showed how many visits were in the top 10 departments within Hopkins Medicine that we're utilizing Telemedicine. This would be nearly impossible to keep up with now. Since the pandemic began, we started communicating with administrative operations, clinical and leadership teams as often as we needed sometimes twice a day as I mentioned before. These announcements have included a variety of topics from the turn one of the Telemedicine for all DPS, state by state regulations and waivers. Changing from the use of one video visit platform to a new one and all of the training and tip sheets in between. Being able to broadly communicate updates across such a large institution was vital for our office during the pandemic. And the pathway to communicate so vastly is something good that came from PEG. Whatever EMR or EHR that you're using, look to incorporate Telemedicine training into all of your roles. Lessons learned, during and after the training sessions that begun shortly after the pandemic hit, we received some feedback from staff and how we could potentially improve our sessions. Some said that the training was too long and that they didn't want to hear things that didn't apply to them in their specific role. So we offered a targeted training. Some feedback from those sessions was that the whole picture was needed to be seen in order to better understand the process as a whole. So we were reminded that you can't please everyone with just one type of training and individuals do have different learning styles. So, we began to offer training options that included both targeted training and general training. Our project leads which led these training sessions used a PowerPoint presentation to guide their lessons. However, they did not use a script. So, some training classes may have covered more or less grounds than others inadvertently. It was difficult in some moments for them to keep up with what was happening and with changes happening almost daily. It could have appeared that conflicting information was given to attendees of these training sessions but it really wasn't bad information, it was just new or updated information. Our project lead suggests that the staff conducting these types of training sessions should complete training on how to train others on these topics. During some of the training sessions are project leads based on technology issues. As a lesson learned there, they suggest that the trainers should ensure that they have all of the correct needed equipment. And have tested their settings before leading the demonstrations. We also know now that if we had to do the training's over again, we would like to include some of our subject matter experts from our billing, legal and compliance teams for them to train people as well in real time. Here is a list of helpful resources that I mentioned throughout this course. Thank you
