The Time Is Now: Moving on from Telemedicine by Desperation.

Traditional healthcare has had its time. In the past, healthcare has predominantly relied on conventional methods for diagnosis, treatment, and patient care. While these methods have served us well, they often come with limitations that hinder access, efficiency, and patient outcomes. However, the rapid progress of technology has now opened doors to transformative healthcare solutions that were once unimaginable. The speed of technological advancement has made it possible for us to evolve healthcare delivery beyond traditional means. According to Thomas S. Nesbitt, M.D., M.P.H. University of California, Davis, Health System “...advanced telecommunication and information technologies have a role to play in transforming the health care system.”

Some experts argue that telemedicine has not followed the organic innovation process and was accelerated by the pandemic. That would be true. A lot of health providers transitioned to telehealth in 2020 not because they were convinced of its value, but because they had to out of desperation. They needed to offer telehealth to offset the reduced demand for in-person care, keep their clinics afloat, and avoid exposing vulnerable patients to the virus.?

The pandemic disrupted the typical innovation life cycle in which providers would thoughtfully weigh the advantages and disadvantages of a large-scale delivery change in advance of its implementation. The pandemic didn't allow providers the opportunity to pilot test and refine telehealth services prior to rollout, or to have much agency in the initial decision. Accelerating this life cycle helped providers surmount two major obstacles to innovation:

Lack of familiarity with the service: People didn’t care whether they knew about telemedicine or not; they just wanted a way to receive healthcare coverage without the danger of physical consultation.

Resistance to change: The reason why a lot of telemedicine providers had not broken into the market prior to 2020 was because there was an almost vehement pushback on healthcare delivery that was not physical. However with this preferred method being more or less a death sentence,there was little or no resistance to telemedicine.

However, an undeniable learning from the pandemic and post-pandemic era is that patients want convenient healthcare. They never thought they’d be able to get it outside traditional healthcare delivery so they never really gave it much thought. However, they saw it live in action in 2020, and now there’s a cautious but optimistic interest. This means that they like the idea, they want the initiative, and have begun to open up to the possibility. The real question is “what can providers do to ensure that this movement from ‘telemedicine-by-desperation’ sticks?”

1. Enhance User Experience: Focus on creating a seamless and user-friendly telemedicine experience for patients. Invest in intuitive platforms, user interfaces, and mobile applications that are easy to navigate and offer a smooth interaction between patients and healthcare professionals. Prioritize user feedback and continuously refine the telemedicine process to make it convenient and efficient.
2. Establish Trust and Security: Emphasize the importance of data privacy and security to build trust with patients. Implement robust measures to safeguard patient information and comply with relevant regulations. Educate patients about the security protocols in place to ensure their confidentiality and privacy during telemedicine consultations.
3. Train and Educate Healthcare Professionals: Provide comprehensive training and education to healthcare professionals on telemedicine best practices. Ensure they are proficient in using telemedicine tools and platforms and are skilled in delivering care remotely. Address any concerns or resistance to change by offering training programs that demonstrate the benefits and potential of telemedicine in improving patient care and outcomes.
4. Integrate Telemedicine into Workflow: Seamlessly integrate telemedicine into existing healthcare workflows to optimize efficiency and minimize disruptions. Ensure that electronic health records (EHR) systems are compatible with telemedicine platforms for streamlined documentation and access to patient information. Collaborate with EHR vendors to develop integrations that enhance the telemedicine experience and enable efficient data exchange.
5. Foster Patient Engagement: Actively engage patients and promote telemedicine as a valuable and accessible healthcare option. Educate patients about the benefits of telemedicine, such as reduced wait times, convenience, and expanded access to specialists. Provide clear instructions on how to schedule telemedicine appointments, use the platform, and access support when needed. Leverage digital communication channels, such as email newsletters and social media, to keep patients informed and engaged.
6. Collaborate with Payers and Policymakers: Work closely with insurance providers and policymakers to ensure telemedicine reimbursement and regulatory frameworks align with the evolving needs of telemedicine. Advocate for fair reimbursement policies that recognize the value and cost-effectiveness of telemedicine. Engage in discussions and collaborations to shape policies that support the widespread adoption and integration of telemedicine into the healthcare system.
7. Leverage Analytics and Feedback: Utilize data analytics to evaluate telemedicine performance, identify areas for improvement, and measure patient satisfaction. Regularly collect feedback from patients and healthcare professionals to understand their experiences, challenges, and suggestions for enhancing telemedicine services. Use these insights to drive continuous improvement and innovation in telemedicine delivery.

The time is now for telemedicine. We’re at a point where what we do can either waste the interest capital we’ve raised, or deploy it to drive massive adoption. That hinges squarely on how we deliver on the promises of telemedicine.