VIRTUAL TELEHEALTH SERVICES BEYOND COVID
It is no secret that COVID-19 has turned the health delivery system upside down. In response to months of lockdowns, health care providers transitioned to virtual care where possible. As a result, virtual systems were overwhelmed by the sheer demand for virtual meetings. Zoom, a newer and largely unknown platform, took off and became the standard for online meetings. Many health providers hurriedly adopted virtual meetings and initiated an alternative way of providing services to their clients. And while some providers are convinced that virtual meetings provide a medium for service delivery that is equal to in-person sessions, others are not so convinced. Nonetheless, everyone agrees that virtual meetings are here to stay and will remain an integral option of health delivery into the future.
74% of patients prefer online communication with doctors [providers] in contrast to face-to-face meetings – Cisco.
Given this conviction that virtual meetings or Telehealth are a new reality, many companies are now looking to integrate Telehealth into their delivery system. Hence, companies are investing in new infrastructures such as computers, upgraded internet services, staff training and a secure Telehealth program. For the benefit of those business owners who are still not convinced, this paper summarizes the benefits of Telehealth service delivery.
Lower cost
Telehealth visits are far less expensive than in-person visits for all participants. One study suggests that the average Telehealth visit saves the company $26.84 over an in-person session. At 2 to 4 visits per day, this savings adds up to a whopping annual savings of $13,420 to $ 53,680 for each provider. Here are some cost-saving considerations from Telehealth sessions:
Fewer no-shows. Telehealth services drastically reduce the rate of no-shows because it is easier for clients to attend an appointment when it is done from their own homes. Clients or therapists don’t have to worry about contracting a virus in a Telehealth session.
No commuting. The cost of driving to and from an in-person visit is estimated at $.50 per km, plus time. Commuting costs are even higher in rural or densely populated areas.
More opportunities. The time saved through Telehealth services can be used to see more clients, thereby generating additional revenues, or spending more time with the client.
Reach more clients. Telehealth may allow a health provider to reach more clients at the same time. For instance, a single training session could conveniently reach 25 persons on Telehealth vs. a small group, in person. Telehealth also facilitates the conduct of large-scale video broadcasts for employees, and care teams to share knowledge and expertise, and to provide training.
More client spending. Like providers, clients participating in Telehealth services also save from commuting, childcare costs, time off from work, etc. Some of these savings may be re-invested in procuring additional health services.
Breaks down service barriers
Clinics, without Telehealth, serve a smaller geographical area. With the addition of Telehealth services, this same clinic has an unlimited reach. This technology breaks down geographical barriers that have, for a long time, prevented many companies from offering their services to a wider geographical area. Telehealth services are particularly beneficial in rural communities where providers and clients are further apart from each other. Today, Telehealth services are easy to use, and readily accessible from a wide variety of devices so long as a high-quality internet connection is available.
More flexibility. Increasingly, both health providers and clients seek greater flexibility. This transition moves increasingly toward a flexible work schedule instead of a forty-hour workweek, based on nine-to-five. Telehealth is one of the enablers for delivering greater flexibility in a post-COVID environment.
Convenience. The convenience of receiving care at home, at work, during office hours, or after hours, helps to promote health care.
Collaboration. Telehealth empowers health care staff to engage in collaborative care, providing more efficiency and greater efficacy.
Reduce the spread of virus. Telehealth eliminates the risk of spreading any between the general population and health providers. Telehealth sessions help to protect the most vulnerable segments of the population such as the elderly and those with underlying health conditions.
Offers a competitive advantage
A competitive advantage is a great asset to have, especially in an industry that is growing increasingly competitive. Telehealth service offering is neither innovative nor is it new. However, it is a disadvantage if you don’t offer Telehealth service as a delivery option. Here is why.
Flexible service offering – client. Many clients have experienced the convenience, efficiency and simplicity of Telehealth sessions with their provider and expect this service beyond COVID.
Flexible service offering – therapist. Like clients, health providers have also experienced the convenience, efficiency and simplicity of Telehealth sessions with their clients. And while health providers may continue to do in-person visits, most want the option to do Telehealth sessions, of their choosing. After all, Telehealth sessions reduce costs, offer more flexibility, allow for seeing more clients, etc.
Attracting and retaining good health providers are two of the best competitive advantages a company could have. I would reason that implementing an environment that promotes Telehealth sessions is a critical element of competitive advantage.
Better outcomes. The debate on treatment outcomes is far from over. “It depends on each situation”, seems to be a common response. In cases where Telehealth can help save lives by allowing for better triage, early diagnosis, and more timely intervention, Telehealth has a clear advantage. Can Telehealth substitute for in-person interactions, the jury is still out.
Better continuity of care. With Telehealth, health providers can treat clients more frequently, especially those who are far away. Through the increase in regular appointments, health providers can deliver better continuity of care.
Increased client retention. Responsive service, effective communication and time invested with clients are critical in client retention, another competitive advantage.
Summary
Most health care companies agree that virtual Telehealth service, like online shopping, is here to stay. It is convenient, efficient, simple to use and provides a critical service. The beneficiaries of Telehealth can be arranged into three groupings: clients, providers and companies.
Clients benefit from cost reductions, flexibility and more responsive service, delivered through a simple and convenient mode. The ability to reach service providers beyond a certain geographic location allows clients to access more services quicker and easier, especially in remote and rural communities. Virtual sessions help to reduce the spread of viruses, especially important amongst seniors and persons with compromised health conditions.
Providers benefit from cost reductions and flexibility. Increased responsiveness and peer-to-peer collaboration empower providers to provide care with greater efficacy. The flexibility of offering Telehealth or in-person interactions with clients is crucial to providers.
Health care companies are the biggest beneficiaries of Telehealth. Telehealth helps these companies to improve their competitiveness by lowering costs and expanding their service area and service offering. Improving service providers and clients’ retention have significant cost-benefit implications for companies.
COVID-19 has served as an impetus for the explosion and Ubiquity of Telehealth. The popularity of this service, in return, has set the stage for new iterations of Telehealth, with each round accruing new benefits of the technology. And while Telehealth may not deliver a ‘human touch’, it does deliver some enhanced service benefits that cannot be matched by in-person sessions. Do expect more benefits as the technology evolve!
If you are a health care organization that has not considered investing in the infrastructure to support telehealth, you could be missing a crucial advantage. It’s worth taking a second look!
