How embracing telehealth can improve the patient experience and enhance outcomes

Telemedicine is proving its ability to enhance healthcare across key metrics — everything from patient satisfaction to cost savings to outcomes.

Early adopters of these emerging technologies have already realized the benefits, with 67 percent of patients saying that telehealth increases their satisfaction with medical care.

Convenience is one major draw. With 24/7/365 connectivity to health information and appointment scheduling, patients have greater access to their doctors and their own health data.

When asked, 47 percent of patients listed the availability of online scheduling options and another 47 percent noted immediate availability as reasons they’d choose virtual visits over in-person. But patient experience is also a factor; in the same study, 69 percent cited the technology’s ease of use as important to their decision.

The digital front door also gives patients more direct control and engagement with their healthcare. Patients can access their health records, testing, and imaging through online patient portals. They can monitor their own health metrics on mobile apps. They can contact healthcare providers directly through online messaging platforms.

This personal access and bridging of healthcare beyond the walls of a hospital or doctor’s office gives patients the impression of a more personalized experience. And it’s true: between more automated touchpoints, centralized patient data, and RPM, patients can get more one-on-one attention without ever stepping foot in a facility.

For all these reasons and more, digital health transformation is key to winning over new patients and retaining current ones. A growing number of consumers, particularly younger ones, prefer healthcare providers with digital offerings. Results from a study by Independa found that over 90% of Americans used telehealth services in the last year, and that 90% enjoyed their experience.

Telemedicine is also proving to be a benefit to HCOs’ balance sheets, reducing the costs of healthcare delivery. Telemedicine expands access to otherwise hard-to-reach populations cost-effectively, with a net cost savings of $19-$121 per visit. Voice and unified communications allow providers to collaborate across locations, which can reduce the need to staff specialists in-house.

Virtual visits can reduce the risk of no-shows, which hamper staff productivity and operational efficiency. One study found that the no-show rate of telehealth visits during the COVID-19 pandemic was 7.5 percent, lower than both the no-show rate of in-office visits during that time and the pre-pandemic in-office no-show rate. And patients agree: A staggering 91 percent of those surveyed said telemedicine would help them with prescription and appointment adherence.

Telehealth certainly promises the benefits technology often brings: greater convenience, connectivity, and operational efficiency. So then the question is: Can digital technologies not just replace traditionally face-to-face healthcare interactions, but actually enhance care and patient outcomes?

Research is ongoing, but the increased ability to remotely monitor and provide post-treatment follow-up through telehealth can address issues early, encourage preventative measures, prevent ER visits or re-hospitalization, and yes, improve outcomes.

When scans and test results can be transferred securely between hospitals, providers and specialists can collaborate to provide care without geographic restrictions — bringing the best people together to provide patient care.

One study of people with coronary artery disease found that preventive telemedicine improved health outcomes. These patients were more likely to show improvement in cardiovascular risk factors profile than control patients. Another study found stroke victims cared for at hospitals that offer telemedicine for stroke assessment (telestroke) are more likely to survive strokes than patients who went to comparable hospitals without telestroke services.

Ready for what comes next

Studies indicate that telehealth will be a mainstay in healthcare delivery. How much so hinges on several factors; among them patient satisfaction, reimbursement rates, and a scalable IT infrastructure.

In the consumerization of healthcare — where patients have more access and more options — maintaining high levels of patient satisfaction will be essential for HCOs to attract and retain overall patient volume and to convince patients to choose these alternative telehealth offerings.

Patient satisfaction is also directly tied to the reimbursement rates that dictate which telemedicine is covered under health insurance plans. Patient preference for telehealth could lead to expanded reimbursement. In turn, reimbursement rates will keep these technologies affordable for HCOs and incentive them to increase telemedicine offerings.

But with new technologies — more live video, more data, more file sharing, more bandwidth use, more pressure to maintain 24/7 connectivity — comes increased demands on an HCO’s network. In fact, lack of confidence in the reliability of the technology was one of the top reasons providers said they are slow to adopt telehealth programs.

The speed and reliability of an HCO’s internet connection will dictate video quality and the amount and speed of data transfer. Minimal latency and high bandwidth are necessary to support live video and voice. Most of all, the technology infrastructure must have the capability to handle future growth and ever-changing needs.

To keep up with the unprecedented pace of telehealth adoption, providers need a fast, reliable modern network; technology partners they can trust to meet their needs; and a scalable infrastructure to evolve with them.

Find out more about advances in telehealth for healthcare facilities.