Roya Health has established an enterprise-wide telehealth solution that grants our members more convenient access to care. Integrated with our EHR and appointment reminder system, members receive a link to join their telehealth visit within their automated appointment reminder, which enables a seamless workflow for members and staff.

Recognizing that technology can be a challenge for some of our members, we also offer alternativesolutions that do not require members to download apps to access their telehealth appointments. Beyond our providers, we also offer virtual group programs leveraging our platform.

With our real-time reporting mechanism, we measure telehealth utilization by provider, campus, role, and more, helping us to identify where additional support and training(s) are needed. In addition, we have training paths for staff delivered in multiple modalities depending on learning style. For our members, we have developed an innovative webpage. It contains videos and downloadable guides to assist our members with downloading our app and scheduling. For those members who need furtherassistance, our Case Managers are trained to provide hands-on help.

To help address the issue that a significant portion of our vulnerable, high-risk, low-income membersdo not have a device or access to Wi-Fi, we partnered with other organizations to provide tablets to members free of cost and without restrictions to use. Our Case Managers are also informed of the Affordable Connectivity Program (ACP, formally the Emergency Broadband Benefit Program, EBB) and are given guidance on helping members to apply so they may receive a discount for broadband services and devices. Our commitment to providing care to our members wherever they are begins at their initial intakes, where our telehealth consent forms are first reviewed and signed. By completing this at their initial intake, we ensure that if a member cannot attend a session in person, we can switch to a telehealth format and recover the encounter to provide a continuum of care.

We believe that a successful telehealth program requires consistent evaluation, training, and awareness building across both our staff and members. It’s an ongoing commitment, and we remain dedicated to ensuring that we provide quality care to our members no matter where they are.