By Emily Newton, Editor-in-Chief, Revolutionized
LinkedIn: Emily Newton
X: @ReadRevMag
As health care decision-makers make telehealth integration plans, they must take all-encompassing approaches that account for the needs of patients, providers and other impacted parties. Then, they are most likely to create user-friendly experiences for everyone involved.
Consider the Existing Infrastructure
People should begin by evaluating whether there is sufficient infrastructure to support a telehealth integration, both from providers’ perspectives and those receiving care through this method. This step is critical when deploying options in rural or less-developed areas. However, learning about some top challenges is an excellent early step for learning how to conquer them.
A 2022 infographic highlighting health care access in rural spaces emphasized the need to eliminate or reduce potential obstacles. For example, more than one-third of such patients mentioned broadband and computer availability as care barriers. That is notable since this coverage also said 181 rural hospitals have closed since 2005, and 453 are at risk of the same outcome. A successful integration can improve medical access as long as a solution works smoothly with the tech devices people have.
Similarly, if providers experience interfaces that crash or lag because of poor connectivity, they may resist giving people remote care. However, carefully built platforms with no extraneous features should function well despite tech limitations.
It is also advisable to allow people to use multiple devices for access. For example, many individuals find it much easier to use the internet via their phones rather than through home connections.
Sync Telehealth Platforms With Other Systems and Products
A well-planned integration also allows physicians to pull data from complementing databases or tools used in patient care. A 2022 study revealed almost 85% of doctors use telehealth options.
However, less than half indicated they could access all the respective platforms through electronic health records. Additionally, more than three-quarters of those polled lacked support technologies that could automatically collect and deliver patient data to them.
These numbers highlight opportunities to ensure a telehealth integration lets providers quickly pull information from various relevant sources. Then, physicians and other relevant professionals can review those details and use them to make confident decisions.
One way to make this part of the process more feasible may be to investigate vendors that provide purpose-built solutions as software-as-service (SaaS) offerings. Estimates suggest the market for such products will surpass $51 billion by 2028, illustrating the demand for these possibilities.
Those who choose SaaS options often find them more affordable and convenient than traditional alternatives. Talking to tech vendors about features and other usability specifics will give people accurate information about how easy it would be to access records stored in various places before, during or after telehealth appointments.
Test the Platform and Collect Feedback
Usability tests should comprise significant parts of the integration timeline. Besides developing the platform and associated tools for maximum user-friendliness, the teams overseeing the introduction or updating of this technology should conduct in-depth user evaluations to see how people interact with the content, layout and features. Those investigations should identify pain points and confirm the easiest aspects to use.
Research indicates succeeding in that regard could substantially elevate patient happiness rates. A 2023 study showed telehealth satisfaction was 172 points higher when participants ranked digital platforms as “very easy” to use versus “not very easy.” Some find it difficult to explain the precise things they find confusing when using online tools, which is why it is often valuable to run studies that show the exact things people click on during their experiences or which parts give them the most trouble.
Additionally, once the telehealth system becomes operational, the development team should distribute surveys asking patients about their likelihood of using the platform again. If many respondents say they probably will not, it is important to get details about what led to that answer.
Set and Track Metrics Associated With the Telehealth Integration
The best way to know whether the integration has been successful is to choose and monitor various key performance indicators linked to the main reasons for deploying the service. For example, many hospital administrators hope platforms that allow providers and patients to connect remotely will reduce care-related burdens. Some statistics support that aspiration, too.
In one investigation from Canada, individuals recovering from wounds received monitoring devices that allowed their physicians to check their condition between in-person visits. This approach made people 5% less likely to need additional hospital care.
An organization’s goals will vary based on its size, the number of participating doctors and patients, previous familiarity with tech tools, and other aspects. However, selecting appropriate metrics to monitor is an excellent way to ensure telehealth rollouts proceed as expected and utilization is free from preventable problems.
Prepare for a Successful Telehealth Integration
Addressing the areas covered here will help teams plan and execute a telehealth integration that meets their goals and works smoothly for everyone using it. Although it is realistic to anticipate some surprises along the way, these tips will reduce unexpected problems.