Emergency Plans
Each remote clinic that provides services to veterans must have an emergency plan that details procedures, phone numbers, and resources in case of medical and psychological emergencies as well as natural disasters. The VISN TMH provider will need to have a copy of the emergency plan as well as a list of contacts in case of an emergency during a TMH session.
It is recommended that TMH providers have several ways to contact key staff who can assist during an emergency. Usually the clinical coordinator and telehealth technician are the first responders to be alerted by the TMH provider during an emergency. They will then institute the remote clinic’s emergency protocol. Discussing these procedures and reviewing them with staff regularly is advisable, as key contacts may change.
In a psychological emergency, the VISN TMH provider may assist in implementing emergency procedures until a clinical counterpart at the remote site can be alerted. In the authors’ experience, VISN TMH providers have successfully de-escalated and diffused potentially emergent situations by maintaining constant realtime communication with veterans and staff by using VTC as well as interoffice communication. By offering assistance to veterans and staff during challenging situations, the VISN TMH provider will not only decrease concerns of veterans, but oftentimes integrate themselves into the treatment team of the remote clinic. The role of a VISN TMH provider can be isolative, with minimal contact with remote clinic staff, so it is important to increase visibility among staff at a remote site by communication with them even when there is not an emergency.
Treatment protocols may be determined by either administrative or clinical factors. With certain TMH interventions, the rooms used for veterans may be available for only certain periods, which may or may not fit with treatment protocols. For example, if a room is available for only an hour but a treatment protocol session is for 90 minutes, then another time slot needs to be found or a different treatment considered and offered. Although it is not ideal to have treatment protocols determined by scheduling factors, the reality of shared space at remote sites requires flexibility.
Sharing Materials and Homework Another clinical issue that is often overlooked is how to implement specific treatment protocols that entail the exchange of materials between VISN TMH providers and veterans. If materials will need to be exchanged between provider and veteran, a plan will have to be in place to facilitate this. The service agreement addresses these details, but remote staff may not always be aware of the details.
If a TMH provider opts to use faxes to send materials between a veteran and a provider, a desktop faxing program is recommended so veteran privacy is not compromised. Often, providers will wait to begin sessions until after they have received materials, but this may result in a delayed
session. One solution TMH providers can implement is mailing the materials and questionnaires to veterans before the session with clear instructions to complete them beforehand. Once the veteran arrives for the TMH session, she or he will verbally respond to the questionnaire and treatment materials. This will add time to a session but minimizes potential delays. Many of the clinical VTC units have movable cameras, so veterans can tilt the camera to show providers the forms and questionnaires.