BSI 20/30378696 DC 2020

The purpose of this document to provide processes that can be used to analyze the risks to the quality and safety of healthcare and continuity of care when telehealth services are used to support healthcare activities.

This document provides advice and recommendations on how to develop quality objectives and guidelines for telehealth services by using a risk management process. The development of quality objectives and guidelines for telehealth services should include but may not be limited to the following domains:

1. management of telehealth quality processes by the healthcare organization;

2. strategic and operational process management relating to regulations, knowledge management (best practice) and guidelines;

3. healthcare processes relating to people such as healthcare activities, planning, and responsibilities;

4. management of financial resources to support telehealth services;

5. management of information management and security used in telehealth services; and

6. processes related to the planning and provision of human resources, infrastructure, facilities and technology resources for use by telehealth services.

This document provides a set of example quality of objectives and procedures for each domain. Organisations should apply the quality and risk management processes described in clauses 5 and 6 to develop quality objectives and procedures appropriate to the telehealth services they provide.

This document does not provide guidance for the manufacture, assembly, configuration, interoperability or management of devices, products or technical systems. Readers should refer to other international or industry standards, some of which are listed in the bibliography.

Annex A provides an example use case for implementing the guidance contained in this document within a large organisation. Annex B provides several example use cases for implementing the guidance contained in this document in different types of health service.