Mapping Workflow of Telehealth Programs
Successful implementation and/or expansion of rural telehealth programs can involve mapping clinical
workflows to seamlessly integrate telehealth into day-to-day organizational processes. Mapping workflows
refers to making a visual representation of the series of tasks that occur before, during, and after a
telehealth encounter. Program planners often use diagrams and flowcharts to illustrate workflows.
Rural sites may need to map how telehealth encounters will unfold within their organization and between the
rural and remote telehealth sites. Creating a visual display of the components and steps involved in telehealth
services will help rural programs clarify roles and responsibilities of staff members and help identify and
address potential issue areas.
Workflow mapping involves holding discussions with administrative staff and providers to identify answers to the
following kinds of questions:
How will patients be informed of the availability of telehealth services?
What staff will be involved in scheduling telehealth appointments and coordinating with remote specialists?
How will staff manage referrals?
On the day of the telehealth encounter, who will explain the process to the patient? Who will obtain
informed consent? Who will introduce the remote provider to the patient?
Who is responsible for coordinating follow-up care?
For remote patient monitoring, how will staff receive data? How will data be integrated into existing
systems? How can staff adjust other tasks to accommodate the time necessary to review patient data and
follow up as needed?
Creating a workflow will help rural programs clarify what their telehealth program is trying to accomplish,
define the steps in the process, and determine the appropriate program model(s) to use.
Resources to Learn More
Telehealth Practice Implementation
Provides information, resources, and tools to facilitate the development of telehealth services into practice
with a focus on vendor evaluation, selection and contracting, and workflow and patient care.
Organization(s): American Medical Association (AMA)
Mapping and Designing Telehealth Clinic Workflows
Describes examples of workflows for telehealth programs. Discusses importance of mapping processes that happen
before, during, and after telehealth visit.
Author(s): MacDonnell, F.
Organization(s): National Consortium of Telehealth Resource Centers (TRC)
Illustrates sample telehealth workflows prior to consult and on the day of consult. Includes workflows on
mapping the scheduling process and full pathway from referral to billing.
Organization(s): California Telehealth Resource Center (CTRC)