Quality Management Program

The Online Care Group's quality management program ensures high-quality telehealth care delivery. Here's an overview:

Recruitment

  • All participating physicians or practitioners have been recruited specifically for our telehealth program.
  • Many of our physicians are full-time employees. Part-time physicians dedicate blocks of time solely to the network.
  • Stringent recruiting criteria include proper experience, specialty, board certification, excellent communication skills, technical expertise, and familiarity with current standards of care.
  • All clinicians are US-based, US-residency trained, board certified primary care or emergency medicinephysicianswith at least 3 years of clinical experience post-residency.

Our thoughtful recruiting and physicians' dedicated focus ensures that patients' needs come first. Each doctor develops extensive experience and expertise in telehealth care.

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Extensive upfront training and continuing education

  • Certified American Well personnel train all providers on all aspects of the Online Care system. Providers take practical exams and test-case platform tests.
  • Medical leadership trains new providers on the specific medical policies and best practices for serving patients online. Providers take written and practical exams for all clinical training.
  • Initial training modules include:
    • Telehealth platform training
    • Clinical training, including referral and prescribing policies, telehealth appropriateness, proper documentation and coding
    • Videoconferencing skills and etiquette
    • Policies and procedures
    • Emergency procedures
    • Privacy training
  • Medical leadership supplements upfront training with quarterly reinforcement sessions that emphasize specific subjects.
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