Reminder messages are essential in telehealth. Ideally, reminder messages should be delivered a day prior to and 15 minutes before the scheduled appointment time. Email and text are both useful. The medical record should contain the patient's preferred method of communication. Keep in mind many people have text and usage limits on their phone plans. In addition, the reminder should include detailed information about the check-in process and provide a link to the meeting.
According to Wetter (2020), “when patients are more involved and engaged with their care management and understand how to take cautious and preventative measures, they are more likely to participate in actionable solutions and interventions.” He extends this to telehealth. Use the tips within this course to keep patients interested and engaged in using telehealth. Frequently communicate with them, provide updates on telehealth features, and make it simple and easy for them to make telehealth appointments.
The voice of the customer is essential to improving the patient’s experience with your telehealth services. Collect feedback in real-time if possible on the entire telehealth experience, ideally at the conclusion of the visit so you can fix any major issues quickly and then track and trend the others for performance improvement. Include the scheduling process, pre-and post-visit support, and any secure messaging or non-visit check-ins. Make sure you have a diverse group of patients in the survey, including marginal groups and those with disabilities.
Reflect on the previous sections, specifically the printed resource examples. Focus on how to introduce and discuss telehealth with patients and educate them on its use.
Authored by Cindy Ebner, MSN, RN, CPHRM, FASHRM and Melissa A. Singer Pressman, PhD, MLIS