What a telehealth practice run should reveal
A workflow rehearsal can expose problems in scheduling, check-in and follow-up before they reach a patient.
Start before the video call
Have one staff member play the patient. Schedule an appointment, follow the reminder, and join from a device outside the office network. Observe which instructions are hard to follow and where a patient would ask for help.
Rehearse a failed connection
Test the handoff when a patient cannot join or loses audio. Record who contacts the patient, where staff can find the correct information, and how the care team documents any change to the appointment.
Close the loop in the EHR
Walk through documentation, follow-up instructions, and the next appointment. HHS's telehealth workflow guidance covers these stages alongside scheduling and check-in. The rehearsal should show whether information reaches the right team without duplicate entry.
Test accessibility and support
Repeat the exercise with a keyboard, a small display and a constrained network connection. Put the support instructions where patients can find them before the appointment. Use the results to update the checklist staff use for new services.