Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

HLTADM001 Mapping and Delivery Guide
Administer and coordinate Telehealth services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency HLTADM001 - Administer and coordinate Telehealth services
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to administer, support and monitor Telehealth services in a healthcare organisation in collaboration with health professionals and other service providers. The unit covers only additional administration skills that are specific to Telehealth.It applies to individuals in small to medium sized organisations who play a role in coordinating Telehealth activities in line with policies, procedures and protocols and legal and ethical requirements surrounding clinical risk management and governance.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

use of suitable facilities, equipment and resources, including:

operational administration system capable of supporting provision of Telehealth services

organisation policies and procedures for Telehealth

industry Telehealth standards

modelling of industry operating conditions, including:

interactions with clients and colleagues

integration of typical operational problems to which the candidate responds

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Performance criteria describe the performance needed to demonstrate achievement of the element.
       
Element: Develop and maintain Telehealth networks
  • Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups
  • Use, update and share Telehealth service provider information with health professionals and other colleagues
  • Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge
       
Element: Maintain compliance with ethical and legal requirements
  • Determine risks associated with the sharing of information on Telehealth platforms
  • Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy
  • Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service
  • Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional
       
Element: Support Telehealth service provision
  • Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified
  • Contact service providers and organise care according to doctor’s request in line with organisation protocol
  • Coordinate information and information flow to meet consultation requirements
  • Identify and respond promptly to routine administrative Telehealth service problems
  • Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries
       
Element: Complete Telehealth administration
  • Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions
  • Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements
  • Maintain client documentation according to organisational and compliance requirements
       
Element: Contribute to evaluation of Telehealth services
  • Measure and benchmark performance using agreed methods and tools
  • Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards
  • Promote compliance with accreditation requirements related to Telehealth
  • Implement and evaluate change in conjunction with colleagues to ensure goals are achieved
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and maintain Telehealth networks

1.1 Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups

1.2 Use, update and share Telehealth service provider information with health professionals and other colleagues

1.3 Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge

2. Maintain compliance with ethical and legal requirements

2.1 Determine risks associated with the sharing of information on Telehealth platforms

2.2 Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy

2.3 Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service

2.4 Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional

3. Support Telehealth service provision

3.1 Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified

3.2 Contact service providers and organise care according to doctor’s request in line with organisation protocol

3.3 Coordinate information and information flow to meet consultation requirements

3.4 Identify and respond promptly to routine administrative Telehealth service problems

3.5 Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries

4. Complete Telehealth administration

4.1 Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions

4.2 Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements

4.3 Maintain client documentation according to organisational and compliance requirements

5. Contribute to evaluation of Telehealth services

5.1 Measure and benchmark performance using agreed methods and tools

5.2 Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards

5.3 Promote compliance with accreditation requirements related to Telehealth

5.4 Implement and evaluate change in conjunction with colleagues to ensure goals are achieved

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

provided administrative support for at least three Telehealth consultation sessions:

managed client information appropriately

managed the information flow between service providers

completed financial administration tasks

responded appropriately to Telehealth administrative problems

evaluated and reported on the provision of Telehealth services in at least one organisation

identified and used Telehealth networks to inform practice

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

key considerations in the provision of Telehealth services:

clinical

technical

business

client-centred approach

industry Telehealth standards, guidelines and accreditation requirements

legal requirements for the provision of Telehealth services

risk management considerations and approaches for Telehealth

sharing of digital information – who can share what with whom and how

ownership of digital information

confidentiality

consent

role of different individuals in provision of Telehealth services and scope and limitations of own role

Telehealth networks and ways to use them

context for current provision of Telehealth services, including government incentives

key aspects of practice administration systems and how they may be used or adapted to support Telehealth services:

sources of information about MBS items

funding and support mechanisms for different client groups

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and maintain Telehealth networks

1.1 Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups

1.2 Use, update and share Telehealth service provider information with health professionals and other colleagues

1.3 Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge

2. Maintain compliance with ethical and legal requirements

2.1 Determine risks associated with the sharing of information on Telehealth platforms

2.2 Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy

2.3 Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service

2.4 Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional

3. Support Telehealth service provision

3.1 Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified

3.2 Contact service providers and organise care according to doctor’s request in line with organisation protocol

3.3 Coordinate information and information flow to meet consultation requirements

3.4 Identify and respond promptly to routine administrative Telehealth service problems

3.5 Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries

4. Complete Telehealth administration

4.1 Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions

4.2 Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements

4.3 Maintain client documentation according to organisational and compliance requirements

5. Contribute to evaluation of Telehealth services

5.1 Measure and benchmark performance using agreed methods and tools

5.2 Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards

5.3 Promote compliance with accreditation requirements related to Telehealth

5.4 Implement and evaluate change in conjunction with colleagues to ensure goals are achieved

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups 
Use, update and share Telehealth service provider information with health professionals and other colleagues 
Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge 
Determine risks associated with the sharing of information on Telehealth platforms 
Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy 
Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service 
Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional 
Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified 
Contact service providers and organise care according to doctor’s request in line with organisation protocol 
Coordinate information and information flow to meet consultation requirements 
Identify and respond promptly to routine administrative Telehealth service problems 
Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries 
Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions 
Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements 
Maintain client documentation according to organisational and compliance requirements 
Measure and benchmark performance using agreed methods and tools 
Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards 
Promote compliance with accreditation requirements related to Telehealth 
Implement and evaluate change in conjunction with colleagues to ensure goals are achieved 

Forms

Assessment Cover Sheet

HLTADM001 - Administer and coordinate Telehealth services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

HLTADM001 - Administer and coordinate Telehealth services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: