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Setting the Stage for Good Patient Experience in Telehealth

hands typing at keyboard and stethoscope laying beside computer

As telehealth becomes the new normal for medical practices nationwide, it has become increasingly important for health care providers to reevaluate their software, along with the overall patient experiences, especially in terms of telehealth. Today’s patients will participate in more telehealth visits than ever before, whether as a preliminary means of determining whether they need to physically visit a medical facility or for regular therapy sessions.

While the landscape of healthcare has shifted with the ongoing COVID-19 pandemic, the urgent need for quality care and efficient practice management has increased. We now have patients of all ages accessing technology like never before, making user experience ever more crucial.

Why Does Patient Experience Matter?

Patient experience has a direct impact on patient retention, and that ultimately ties into the success or failure of your medical practice. To put it plainly, if you have no patients, you have no practice. With that said, the parameters for patient experience have exponentially shifted. From online portals to virtual consultations, the patient experience is no longer simply limited to entering an office, filling out a form, and eagerly waiting for someone to call your name.

Both healthcare providers and administrators are in a bit of a quandary as they tackle an influx in patient load as well as the necessity of balancing patient and worker safety with effective treatment strategies. The telehealth system, though it may feel initially awkward, can help address all these issues. There are several issues medical practices can consider before or during implementation to ensure a great telehealth experience for their patients.

Lay the Groundwork for Telehealth Success

The world of telehealth can be intimidating, especially for patients who have managed to spend most of their lives outside of the digital realm. However, today’s healthcare demands don’t differentiate between dial-up AOL aficionados and Instagram influencers. So, it’s important to make the experience seamless for everyone. Here are some ways to prepare your practice for long-term success in telehealth:

> Leverage core EHR vendors. It’s important that you fully understand what your EHR vendor provides and what their guidelines look like in this rapidly changing market. Choose an EHR that’s backed by adequate industry knowledge and expertise to ensure your telehealth future.

> Consider your current strategy. Your practice must make initial determinations on the key drivers for its initiatives. Do you want to extend your reach or provide an easier patient experience? Or, ideally, both? Once your strategy is clear, your clinical services and offerings will become clear as well.

> Prioritize oversight. It’s critical that you determine the oversight and prioritization of programs within your overall initiative. Physicians leasers, ambulatory, strategic planning, legal, revenue cycle, and IT should all be involved in this effort.

> Commit to a common platform. Establishing a common platform (and learning how to operate it like the back of your hand) will go a long way in making your telehealth visits more productive and enjoyable for all parties involved. Senior leadership should be willing to invest in resources to help launch and support your programs.

> Implement user feedback. The technology you choose and workflows produced should be adequately tested and refined based on user feedback before broadly rolling your platform out at scale.

With these tips in mind, you are much more likely to produce telehealth visits for your practice that serve to not only benefit your patients’ experience, but also substantially grow your practice and gain trust within your field for years to come.

If you’d like to learn more about Healthpac’s leading-edge EHR software and solutions, call our team at 800.831.9419 Ext. 0230 or contact us online today. We’re standing by to bring you comprehensive EHR software solutions for your unique health care needs.

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