A Patient’s View of Successful Virtual Care

Health Consulting

Medical providers who offer and promote virtual health for their patients can differentiate themselves as leaders during this time when practice volume is largely down across the board.  Virtual care done right creates new revenue streams and opportunities for improved health outcomes that will live beyond the pandemic.

In this second of a series on virtual care, we look at the top five things patients most care in their virtual visit experience. Providers should choose virtual care modalities and tech developers must aim to design virtual care systems that help achieve these patient goals.

Top five things patients care about:

1. Ease of scheduling. The capability of scheduling a visit via phone call, patient portal, or through a virtual care app easily, with confirmation.

2. Avoiding long wait times. While virtual care is in most cases more convenient than having to travel to a physician’s office and waiting there, wait time is still wait time. One of the advantages of scheduling virtual care is, frankly, the ability to wait while in the comfort of one’s home. That being said, no one wants to wait forever. Time commitments for individuals now working from home are also a challenge.

3. Clear communication. Patients appreciate eye contact with their physicians. Therefore, clarity of picture and adequate sound capabilities equals a successful virtual visit. This kind of communication relies on good data integration and encourages trust from the patient.

4. Accessibility to patient records. Patients want their healthcare providers to make their medical records easily accessible. This goes both ways. The physician’s ability to immediately access a patient’s medical record while on the call ensures quality and continuity of care.

5. Data interoperability. Requirements regarding data interoperability must adhere to rules from HHS in regard to patient access to data. Patients want to receive a discharge summary capturing the visit. The visit should be correctable if necessary. This also requires the ability of the patient to notify the doctor if any information is erroneous.

Our next blog will focus on aspects of virtual health systems and services that are important to healthcare providers. Stay tuned.

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