What it takes to create a first-class telemedicine experience

2022 11 30 VUPNT PORTER


This column is part of a series of first-hand physician reports detailing how. AMA Medical Group Partner Moving medicine to support patient health and healthcare professionals.

Much like airline economy class, the one-size-fits-all approach isn’t for everyone, especially in healthcare.

This is especially true when people choose how they receive care. Convenience drives patient demand in primary care and may be the reason young patients often choose retail clinics and telemedicine over traditional primary care settings. Both are convenient, but retail clinics are transaction-centric and lack the trust that defines the doctor-patient relationship. But telemedicine maintains and even strengthens this vital relationship.

An AMA research study found that 85% (PDF) of physicians use telemedicine, and more than 80% believe telemedicine makes it easier for their patients to receive care. This is part of why telemedicine support is an integral part of his AMA recovery plan for American doctors.

With telemedicine becoming a permanent fixture of our ‘new normal’, optimizing this experience is imperative.

Comparing the complexity of healthcare delivery to other industry experiences can be a daunting task, but it can also be informative. Let’s explore what a top-notch telemedicine experience looks like compared to the ones we’re all familiar with: airlines.

Imagine all your flight information (flight number, seat, departure time, connection) spread across different systems. To make a full reservation, you have to run to various counters and kiosks. Not only is this a security risk, it also destroys records that can prevent you from earning coveted travel rewards.

The problems associated with fragmented information also apply to patient care. That’s why we appreciate our partnership with Privia Health. Their proprietary telemedicine platform integrates directly with my affiliated physicians. This helps reduce gaps in care and keeps all information in one safe place for her, reducing the administrative burden on the doctor.

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Imagine an error when trying to check in online or print your boarding pass at a self-service kiosk. That process is frustrating and, frankly, not worth it. Similarly, when it comes to telemedicine, user experience (UX) is key. Consider the following questions about her telemedicine UX.

  • Is it easy to access?
  • Do you have reliable technical support for your patients and staff?
  • What do patients say about it in online reviews and patient satisfaction surveys?
  • If applicable, will the mobile version of the app work the same as the desktop version?

If a patient can access a virtual practice through a website, it should be easy for people with visual or hearing impairments to find and access. My website connects to a virtual care platform. Patients just click “Get Care Now” and come see me.

Let’s say you find a seat on a plane despite ticketing or boarding issues, but realize you don’t have free headphones. But when flight attendants bring a pair an hour after her, it doesn’t work. Waiting is inconvenient, but it may not be as frustrating as waiting for something that doesn’t solve the problem.

Just as travelers want to get what they pay for and everything goes smoothly, patients should expect the same. They deserve a doctor’s time and attention. Still, if technical issues arise during a virtual visit, they may feel like they did not receive the best care. It may be gone.

Beyond the ease of use of telemedicine platforms, find out how your platform facilitates solving basic technical problems for you and your patients. Does it come with best practices and troubleshooting FAQs to help resolve common issues, such as microphone and video permissions? should include support to ensure

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A first-class telemedicine experience means providing patients with appropriate care and providing information and instructions quickly after the visit.

Providing a virtual visit desktop and mobile app creates a convenient and efficient way for patients to access their information. Capture doctor’s notes, prescriptions, and care plans and make them easily accessible to patients.

It’s also important to have a responsive product and support team that listens to your needs. For example, Privia’s product operations team regularly solicits feedback from physicians and publishes a monthly newsletter to keep providers informed about the latest features.

Finally, the best virtual experiences should help you as much as they help the patient. As primary care physicians, we may struggle to balance caring for others with caring for ourselves. not. As they say before the plane leaves, ‘Put on your mask before you help people’. Virtual care services should not only make life easier for patients, but also help them achieve the work-life balance they desire.

Dr. Porter is certified in family medicine and has practiced primary and emergency care since 2013. He is the founder of Capital City Primary and Immediate Care in Silver Spring, Maryland and is affiliated with his Privia Medical Group, AMA Health. System program member. Dr. Porter is also his Director of Medical for Atlanta-based Privia Virtual Health and Life Ambulance Services.


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    Remy Voirin (1990 – 2022)


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