Implementing a telepsychiatry program can help healthcare organizations eliminate many obstacles common in providing mental health treatment, from overcoming geographic barriers to reducing costs by allowing facilities to choose the right level of care. For organizations that are new to telepsych, however, rolling out a program often comes with many questions. Here, Regroup’s Director of Clinical Deployments, Chelsea Greenbaum, answers common questions about getting started with a telepsychiatry partner and how Regroup guides its partners through the deployment process.
1. As Director of Clinical Deployments, how do you ensure that new partners get up and running successfully?
My main responsibility is understanding our partner’s needs. I work with their team to learn more about their site and patient population, which helps Regroup determine how to design the most effective telepsych program for them.
During deployment, I keep track of all the associated tasks, from sourcing clinicians and credentialing to implementing the tech platform and establishing on-site workflows. I also manage timelines and stay in contact with our partners and clinicians to make sure that our partners feel supported every step of the way.
2. How do you collaborate with the rest of the Regroup team during onboarding?
Regroup has implemented a central data tracking system with a sign off checklist to stay on top of what’s been done and what still needs doing. This helps us and the partner make sure that we’ve covered items like malpractice insurance, HIPAA training and EHR training. I meet twice a week with our team to debrief on each partner’s deployment so we can keep things running smoothly. To help this effort, our account management team also establishes a relationship with the partner early in the deployment, which provides them with a consistent point of contact at Regroup for the duration of the partnership.
3. What are the biggest questions you hear from Regroup partners about implementation?
Some of our partners’ questions are more philosophical, like how the partners can make the clinicians feel like a part of their team, but most are practical in nature, like questions about timelines and scheduling.
A common question is how long it will take to deploy the program, and that depends on how long it takes the necessary credentials to come through. Most partners aren’t surprised this is a factor, but they are surprised by how long it can take. Regroup works hard to accelerate this process by tracking down documents and managing requirements in order to relieve the partner of this burden, and get their services up and running as quickly as possible.
We’ll also receive questions about the technology and understanding the platform. Many partners are surprised by how simple Regroup’s technology is to use once they get started.
4. What are the top must-haves for a successful rollout?
A knowledgeable and engaged on-site staff is key. They need to buy into the concept of a telepsychiatry program, because the clinician needs on-the-ground support to maintain continuity of care. This support can come in a variety of forms, including support from a patient navigator.
A nurse or support staff member typically fills this role, and organizations might have a single patient navigator or use multiple people as needed. The patient navigator greets the patient, brings them to the room, does a tech check, stays with them if needed, and then closes out the session.
5. How much customization goes into each partner’s deployment?
Our goal at Regroup is to follow a consistent onboarding process for each of our partners. This helps ensure that even the smallest detail does not slip through the cracks. We recognize that some of our partners have unique protocols and circumstances that need to be taken into account during deployment, however, such as EHR training procedures. With every partnership, we take a collaborative approach and work to adapt our workflows when possible to meet the partner’s needs.
6. What’s your favorite part of your work?
I enjoy finding efficiencies that make deployments move more quickly, because that means patients are getting treated sooner. My favorite part is hearing that everything’s going well in the first post-deployment check-in. When a partner is actually up and running and the feedback is positive, that makes everything worth doing.