Remote consultation or telephone health consultation certification

The AENOR Remote Health Consultation Certification is offered as an important instrument to help organisations adapt remote consultation or telephone health consultation services to the needs of all their stakeholders.

Requirements for obtaining a remote medical consultation certificate

To obtain certification, organisations must consider the following aspects of Standard UNE 179011:

• Types of actions considered as remote consultation. These include health promotion, disease prevention, health education, diagnostic guidance, clinical follow-up, care plans, treatment, medication reconciliation, rehabilitation, management of inability to work, and other actions that meet remote consultation requirements.
• Service provision requirements. These are specific technology and training needs.
• Prior patient Information. This is related to technology requirements, the proper functioning of the consultation, data protection, user rights and obligations, and the means to file a complaint or claim.
• Identification of patients and professionals. Mechanisms to ensure the correct identification of patients, support people and professionals.
• Issuing proof of healthcare. Procedures for generating supporting documents for the services provided.
• Annual service quality assessment. This includes compliance with quality requirements, user perception and management of complaints and suggestions. Quality surveys should cover both professional and patient matters, including socio-demographic data and information about consultations.
• Preparing an annual report. This must include the results of the assessment, identification of areas for improvement, and development of relevant action plans.

Advantages of certification

AENOR's Remote Health Consultation Quality Certification offers organizations many benefits:

• Healthcare quality: increasing levels of confidence in the service for patients and support people.
• Improving the provision of services: Identifying and correcting weaknesses to improve the overall quality of the service.
• Market competitiveness: distinguishing certified organisations in a saturated market.
• Legal compliance: ensuring regulatory compliance in information security and personal data protection.
• Trained professionals: providing evidence of the training and competence of professionals in the provision of remote consultation services.
• Access to new markets: provides collaboration and expansion opportunities to access new customers and markets.
  

In short, a certificate that proves the quality of remote medical consultation services is key to guaranteeing the safety and effectiveness of remote healthcare and providing a competitive advantage in the health market. As remote consultation services continue to expand, this new AENOR solution is a key tool to guarantee the provision of quality healthcare services.