Why you need a complete telehealth solution to deliver the best patient experience
Complete telehealth solutions, like OnCall Health’s end-to-end platform, help healthcare organizations, leaders, and providers deliver the best patient experience. But what does the ‘best patient experience’ include? And, how can healthcare leaders ensure they have the right systems in place to deliver this experience?
Time and time again, OnCall experts are tapped to help healthcare leaders implement successful telehealth systems for their organizations. Often, this includes integrating technology so data is seamlessly shared between providers, and involves educating and preparing providers as they transition to virtual care. OnCall also encourages leaders to consider telehealth features and tools– beyond the organization’s EMR– that ultimately improve the patient experience. A great patient experience, starting with a patient’s first telehealth touchpoint, means increased patient retention, a boost in patient trust, and happier patients overall. To help providers deliver the best patient experience, healthcare leaders should look to invest in complete telehealth solutions that focus on four main patient experience factors. This includes a platform with a patient-facing application, which EMRs do not offer. It also means utilizing reliable software that enables a patient to move easily through their telehealth journey, with intuitive video and instant messaging features and content sharing tools.
Factor one: opening a ‘digital front door’ for patients
Healthcare providers can experience increased patient churn if their app is not intuitive, or it’s hard for patients to schedule appointments online. With this in mind, it’s important for healthcare leaders to provide an accessible, intuitive app– including a ‘digital front door’ and patient portal – to their telehealth program for patients to schedule appointments, find the right provider, and seek follow up care. To understand if their current tools are accessible for patients, healthcare leaders can ask questions like: Can a potential patient easily find a booking button on my website?; and, is my app easy to navigate to mitigate drop off in the virtual care experience? By asking these questions and implementing telehealth tools that address gaps in their EMR’s patient-facing experience, leaders can proactively mitigate any challenges that might arise in patient care from the get-go.
Factor two: delivering a trusted patient experience
Healthcare leaders should consider branding their solution to help build a trusted patient journey from onboarding to virtual appointments with their own logos, colours, and typeface at the centre of their solution. A branded solution also means organization’s own their telehealth program and maintain brand integrity in the healthcare industry, especially as more and more virtual clinics and programs arise. With an end-to-end solution, organization’s own a custom URL with a branded digital booking page, onboarding experience, and appointment reminders so there is trust and continuity between each digital touchpoint and experience. With a branded app and personalized solution, patients feel compelled to continue their healthcare journey with digital tools that make finding and receiving care more convenient and accessible.
Factor three: personalized patient care
Personalizing each patient’s care experience with configurable tools and workflow features is perhaps the most significant value of a complete telehealth solution. This is not possible with EMRs, as they are only developed to capture and maintain health information with little to no configurability. However, end-to-end solutions can fill in the gaps in an organization’s EMR when it comes to patient care. With a complete telehealth solution, providers can offer synchronous and asynchronous care through content, virtual touchpoints, and more.
For example, OnCall’s client Trafalgar Addiction Treatment Centers leverages OnCall’s content management system to administer their virtual intensive outpatient program. The program is patient-led with rich content, such as video, forms, and worksheets, shared in a structured way in their OnCall powered branded app throughout their program. Shane Saltman, Trafalgar’s CEO, attributes Trafalgar’s success to its ability to personalize care through OnCall. In fact, “Trafalgar went from having one group a week at each physical location, to actually offering three groups a day, five days a week, virtually.” Trafalgar has developed programs that fit the needs of their patients while growing their business.
Factor four: supporting patients
Unlike EMR’s, complete telehealth solutions often offer technical support for patients and providers. Healthcare leaders can look for a solution that offers expert technical support to patients so they can easily onboard more patients for increased revenue while eliminating operational pain points that take up unnecessary time and resources. Patient support also helps reduce patient pain points and increase trust as they move through their digital healthcare journey. By relying on their provider and organization for support, patient’s have confidence that they are receiving the best virtual healthcare and are more likely to complete programs and enroll in new ones. For Trafalgar, this means patients who complete their virtual intensive outpatient program enrolling in alumni management programs for continuous care.
Building a superior patient experience starts with a trusted branded portal for patients and providers, which is possible with telehealth solutions that offer branded apps to patients, and continues with support services so patients feel championed during every part of their virtual care experience. And, by developing trust with patients as they move from in person to virtual care, organization’s have a better chance of retaining patients and increasing capacity to their programs. Just as providers work together as a team for their patients, so should their technology work together to support patients and their care.
Learn how you can maximize provider efficiency and scale telehealth operations in our blog, Can complete telehealth solutions help organizations save time and increase growth?