VA elevating telehealth training, improving Veteran care

Telehealth has emerged as a vital component of VA health care delivery, providing convenient access to medical services for Veterans. To ensure the highest quality care, VA implemented the Telehealth Preceptor (Instructor) program which trains experts to mentor and coach telehealth staff across various systems.

The Western States Network Consortium has played a significant role in advancing this program, creating a benchmark for telehealth training nationally.

In 2018, the Office of Connected Care decentralized the Preceptor and Master Preceptor Training, allowing VA network or consortium staff to manage the program while maintaining minimum standards set by the national level. The consortium took this opportunity to establish a unified program, merging efforts from multiple states and creating a dedicated Program Manager and Program Support.

The first group for Store and Forward Telehealth was launched in October 2020 and was followed by subsequent groups for other systems. Feedback and suggestions from stakeholders were crucial in refining the program to its current smooth and successful state.

A benchmark for telehealth training

“The preceptor program was born out of a desire to provide the highest quality care to every Veteran,” said Kristy Muraszewski, western states network consortium master preceptor coordinator. “Through continuous improvement and the input of dedicated candidates, the program evolved into a benchmark for telehealth training, emphasizing best practices and an unwavering commitment to improving Veteran care.”

Recognizing the need for additional training, Muraszewski spearheaded the creation of a bootcamp in 2022. This innovative training invited experts to provide insights on various topics ranging from technical skills to leadership and administration. Open to connected care staff nationwide, this 8-week group aimed to equip participants with comprehensive knowledge and skills beyond the standard preceptor training.

“By setting minimum standards and implementing rigorous training requirements, we ensured master preceptors exceeded expectations,” said Muraszewski. “The groups underwent structured classes engaging in verbal and written discussions, coursework and presentations to a wide audience.”

Contributing to elevating quality of care for Veterans

The connected care training staff facilitated workgroups to enhance each telehealth system, ultimately improving staff proficiency and Veteran outcomes. These workgroups focused on standardizing competency training and creating checklists for support staff initial training. The program’s success and reputation have attracted the attention of preceptor coordinators from other VA networks, establishing the consortium as a benchmark for telehealth training nationwide.

“The preceptor program has significantly contributed to elevating the quality of care provided to Veterans,” said Muraszewski. “Standard preceptors return to their respective facilities armed with extensive knowledge of electronic medical records, equipment expertise and exceptional customer care and service recovery skills.”

By training new and existing staff, the program raises the overall quality of care and improves Veteran outcomes. Master preceptors, with their advanced training in emotional intelligence, leadership, coaching and mentoring have a profound impact on team dynamics, morale and overall patient care and are further enabling VA to deliver world-class health care.