Talking HealthTech: 433 – Optimising The Telehealth Journey: Induction Strategies for Success. Sophie Kessler, Coviu

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In the world of healthcare delivery, telehealth has emerged as a practical and innovative solution, offering an alternative to traditional face-to-face consultations. This episode of Talking HealthTech features Sophie Kessler, Marketing Manager at Coviu, who shares valuable insights into optimising the telehealth journey for clients and ensuring their experiences are seamless and effective.

The Emergence of Telehealth as a Mainstay in Healthcare

Telehealth has rapidly grown from a niche means of delivering healthcare to a mainstream service, particularly highlighted during the COVID-19 pandemic. It has demonstrated its value across various demographics, and its convenience has made it a preference for many clients. There’s an understanding amongst providers that “telehealth is no longer just an option, but a necessity in modern healthcare.” However, its successful integration into standard care requires thoughtful induction and educational strategies.

Understanding Client Telehealth Experiences

Healthcare providers are observing that while demand for telehealth has soared, its execution can be fragmented and the quality of service inconsistent. Initial conversations with clients often reveal challenges such as lack of education around best practices in telehealth delivery, tests of clinical appropriateness and understanding of how to ensure a seamless experience for healthcare consumers. Kessler emphasises that “Successful telehealth experiences are born out of thorough inductions and empathy towards clients’ perceptions.”

Induction as a Key to Telehealth Success

The induction process is fundamental in establishing a solid foundation for telehealth services. It’s here that patients learn the mechanics of telehealth interactions, assimilate the expectations, and tackle potential concerns they may have about the new way of receiving care. Induction packages that include resources like checklists, email templates, and privacy assurances are instrumental in equipping clients for their telehealth appointments. A well-rounded introductory process can transform apprehension into anticipation for telehealth consultations.

Welcome Emails: Setting the Tone for Telehealth Encounters

The welcome email stands as the first touchpoint in the client’s telehealth journey. This essential piece of communication should guide the client through joining a call, conducting a pre-call test, understanding session requirements, and being assured of billing procedures and security measures. By attaching checklists and FAQs, the induction process helps streamline the initial steps for clients, setting the stage for a smooth telehealth experience.

The Special Considerations for Paediatric Clients

When dealing with paediatric clients, an individualised approach becomes more critical. An introductory call of about 15 minutes to familiarise the child and their guardian with the process, and address any potential issues proactively, is a valuable strategy. This element is crucial, as Sophie Kessler advises, “In paediatric telehealth, accommodating clients’ unique needs and mitigating environmental factors from the outset can significantly improve the session’s outcome.”

Onboarding Best Practices

Coviu’s customers have found that conducting pre-call tests and establishing initial communication with clients are pivotal steps to onboarding. They’ve demonstrated that by engaging in these practices, clients become familiar with telehealth technologies, setting clear expectations and building rapport which leads to lower drop-out rates and enhanced overall satisfaction. As Sophie Kessler points out, “The customers that invest time in onboarding clients to telehealth witness a direct correlation with successful care outcomes.”

Gathering and Implementing Feedback

Feedback collection is a continuous and dynamic part of telehealth services. Clinicians can utilise client feedback to make real-time adjustments that enrich the telehealth experience from the outset. Coviu actively assists customers in developing onboarding strategies by providing resources and insights, underlining the significance of these initial encounters in fostering a positive care relationship.

The Digital Transition: Empowering Patients and Clinicians Alike

The digital transition in healthcare transcends the boundaries of accessibilityand convenience. It represents a paradigm shift towards patient-centred care, empowering individuals to take accountability for their health. Telehealth platforms have the potential to revolutionise community care spaces, allowing consistent follow-up therapy and long-term treatment provisions.

A Future Emphasising Interoperability

Interoperability is set to be a defining feature of future telehealth solutions. The need for a unified approach to data sharing is apparent, with technology vendors and healthcare providers working towards compatible systems. Ensuring that telehealth platforms can interact seamlessly with various healthcare information systems is critical in promoting scalability and widespread adoption.

The Road Ahead for Telehealth

As we look towards the future, telehealth stands out as a beacon of innovation and patient empowerment in healthcare. Its evolution into a patient-centric and accessible model is a testament to its potential in transforming healthcare outcomes. A shared understanding between clinician and patient is the bedrock upon which telehealth stands. It is this understanding that will drive the healthcare industry forward, ensuring that telehealth remains an essential and effective component of healthcare delivery for years to come.

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THT Listeners can take advantage of a special 10% discount on any paid Coviu plan by first simply signing up for a free trial on Coviu’s site. Once their account is created they can apply the code THT10 to any paid plan. 

This code is valid for new Coviu subscribers who sign up to any of our Coviu plans or for those subscribers who need to renew and are on our plans already or have previously cancelled a plan.

The code will be valid for 1 year use for annual plan sign-ups. The offer expires on the 26 July 2024 11:59 PM AEST.

Only valid for one use and only valid for new Coviu customers and is capped at a 1 year use for annual plan sign ups. Join 90,000 practitioners today & start conducting consultations within minutes!

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