Telehealth.org Quality Improvement

Examples & Procedures

Telehealth.org is dedicated to offering professional training and consultation that comply with requirements for the American Medical Association, American Psychological Association, the Association of Social Work Boards, NAADAC, the National Board of Certified Counselors. As a community service to all its users, it is proud to offer quality improvement policy information for users to make suggestions. Our quality improvement policies are described in detail below.

Telehealth.org Quality Improvement Policies

Telehealth.org complies with legal and ethical requirements for promotional activities, content, and program participants. The monitoring and assessment of quality improvement with these standards is the responsibility of the Education Chair in consultation with the members of the advisory group. The Education Chair is Marlene M. Maheu, PhD.

Although Telehealth.org assures fair treatment for all professionals and anticipates problems as much as possible, there may be occasional issues that come to the attention of the training staff. These issues may require intervention and action by the training staff or officer of Telehealth.org. Some situations are non-negotiable, however, as they are clear abuses of goodwill. Such abuses include but are not limited to the following:

• Unprofessional Request for Certificate. A Learner purchases a BCTP Certificate, completes all the courses, requests and receives an audit, is issued Telehealth.org’s most valuable credential, and then requests a refund within the 14-day refund period. Decisions related to such refunds are based on the amount of time spent on training to complete the process in an atypical matter of days, and the request and receipt of a manual audit of completed courses, and be issued a BCTP certificate in 14 days.
  • Resolution: This Learner demonstrates unprofessional behavior by exceeding the normal pace of completing a certificate process, then suggesting an attempt to earn a BCTP certificate without paying. This Learner will not be awarded a BCTP certificate or refund based on their attempt to take advantage of our refund policy.
• Inadequate Study: A learner purchases training and requests a refund within the 14-day refund period after repeatedly failing the post-test. Decisions related to such refunds are based on two factors:
  • The time spent on the post-test for two of the three post-test attempts.
  • The pass rate for all other Learners taking the same course.
  • Resolution:
    • Issue: Learner fails the first administration of the post-test by a) spending less than 1 minute per post-test item and b) subsequently failing a post-test that has a 90% or higher pass rate.
    • Decision: The Learner will be offered an added accommodation by being sent a searchable PDF transcript to review the materials offline and re-take the post-test if their CME or CE appoval body allows. Refunds are not made available for such Learners.

This procedural description below serves as a guideline for handling all other quality improvement issues.

How to Submit a Policy Improvement Suggestion

When a participant, either orally or in written format, submits a quality improvement suggestion, the following actions can be expected:

1. Learners are asked to file their concerns regarding the behavior of a speaker, the content presented by the speaker, the format and style of the presentation, the facilities in which the event was held, the technology involved in delivering the presentation, non-receipt of certificates, or any other occurrence, the request will be reviewed by the Education Chair and forwarded to the speaker, facility or technical staff, assuring the confidentiality of the Learner.
2. The Learner is assured that all written requests supported by documentation will be discussed using a democratic procedure whereby the CME & CE Planning Committee will review the issue and render a written decision within 45 calendar days.
3. Potential resolutions will include:

• • • • Moving the participant to another cohort of the same Telehealth.org event or on-demand offering
      • Issuing a credit to be applied toward another Telehealth.org course or event
      • Providing a partial refund of the fee.

Suggested improvements are fully documented. Please send your suggestions by using the form below.