Select the Right Service Solution to Support Growing Telehealth

Have you participated in a telehealth call or does your organization provide these?  If so, you are among the growing movement of remote medical care.

A 2019 study by Accenture discovered that more healthcare consumers were choosing medical providers based upon their digital capabilities and communication. In fact, 53% of the 2019 survey respondents indicated that they “are more likely to use a provider offering remote or telemonitoring devices,” compared to 39% in 2016. 

Today these percentages continue to rise. They indicate a paradigm shift when it comes to medical care. Providing remote care, often to people who may not be technology savvy, places greater responsibility on the healthcare IT service teams.

As more practitioners offer telemedicine and as more patients need access to telehealth features 24/7, healthcare IT will find themselves with more help requests, requests that may require immediate attention. 

The increased demand on IT extends beyond the telehealth call. As people return to in-person patient care, they are demanding better waiting room and scheduling appointment experiences. In fact, they have a lot of wants. They want:

  • less time on the premises using remote patient monitoring (RPM)
  • transparency in the process. 
  • access to report technical issues if tools are not working properly. 

The best way to do this is by using a service solution.

Service Solution is Key to Keep Telehealth Services Running

Utilizing a service solution takes a major load off for the healthcare IT teams. The right solution lets IT Help Desks and Patient Service teams automatically keep tickets organized, receive new tickets, and notify teams when too much time has passed to answer a received ticket. Ticket automation keeps service teams organized in a highly efficient manner. The right solution also provides an easy way to allow your users to interact with support teams and self-serve when they prefer.

Speaking of self-serve.  Patients are often impatient. Whether it’s a technical or service question, patients and healthcare providers want responses – FAST.  With a service solution that includes a self-service knowledge base, it’s easy to meet these demands. 

When it comes to healthcare, patients want to know someone received their request.  A good ticket management system includes automated responses to tickets as they are received. Just knowing this can alleviate stress levels!

Selecting the right service solution for your organization can be simple. Follow our 11 point feature process to pick the right one.

Telehealth is here to stay, so keep all healthcare services running uninterrupted and maintained by using a service solution. Use it to hold your IT and Patient Support teams accountable and organized, so you can focus on what matters most – the health of your patients.

Filed under: News, Productivity