Trying to deliver the best patient telehealth experience with just video conferencing? Try again.
October 1, 2021
Building virtual treatment programs with just video conferencing? Try again.
Time and time again, OnCall’s experts are tapped to help healthcare leaders implement successful telehealth systems so providers can deliver superior virtual treatment programs. Often, this includes comprehensive workflow development, integrating data-sharing technology, and preparing providers so they can deliver the best client experience.
A great client experience means increased client retention, a boost in client trust, and happier clients overall. To help providers deliver the best virtual treatment programs and client experience, healthcare leaders should look to invest in complete telehealth solutions that focus on four main client experience factors. These factors look beyond a video conference solution to help organization’s deliver comprehensive treatment programs. Comprehensive programs require comprehensive solutions to deliver virtual care, not a single-video conference call. With comprehensive features, such as an intuitive digital admissions process, content and communication tools, and support features, organizations and their providers can deliver better client care.
Opening a ‘digital front door’
It’s important for healthcare leaders to provide an accessible ‘digital front door’ and client portal to their virtual treatment programs for clients to find care, begin the admissions process, and continue to enroll in virtual programs. Organization’s are more likely to see a decrease in client churn if they are easily able to find and receive care. To understand if your organization offers a digital-first admissions process, healthcare leaders can ask questions like: Can a potential client easily find a booking button on my website?; and, is my app easy to navigate to mitigate drop off in the virtual care experience? By asking these questions and implementing telehealth tools that offer more than just video conferencing features, leaders can proactively mitigate any challenges that might arise in client care from the get-go.
Delivering a trusted client experience
Healthcare leaders should consider branding their solution to help build a trusted client journey from admission to virtual appointments with their own logos, colors, and typeface at the centre of their solution. A branded solution also means organization’s own their apps and maintain brand integrity in the healthcare industry, especially as more and more virtual clinics and virtual treatment programs arise. With an end-to-end solution, organization’s own a custom URL with a branded digital admissions page, onboarding experience, and appointment reminders so there is continuity between each digital touchpoint and client experience. With a branded app and personalized solution, clients feel compelled to continue their healthcare journey with digital tools that make finding and receiving care more convenient and accessible.
Personalized client care
Personalizing each client’s care experience with configurable content and communications is perhaps the most significant value of a complete telehealth solution. This is not possible with simple video conferencing tools because they offer only single video conference touchpoints with no configurability features. However, end-to-end solutions can fill in these gaps when it comes to client care. With a complete telehealth solution, providers can offer synchronous and asynchronous care through personalized content, different virtual appointments, and aftercare features.
For example, OnCall’s client Trafalgar Addiction Treatment Centers leverages OnCall’s content management system to administer their virtual intensive outpatient program. The program is patient-led with rich content, such as video, forms, and worksheets, shared in a structured way in their OnCall powered branded app throughout their program. Shane Salztman, Trafalgar’s CEO, attributes Trafalgar’s success to its ability to personalize care through OnCall. In fact, “Trafalgar went from having one group a week at each physical location, to actually offering three groups a day, five days a week, virtually.” Trafalgar has developed programs that fit the needs of their clients while growing their business.
Unlike point solutions, complete telehealth solutions often offer technical support for clients and providers. Healthcare leaders can look for a solution that offers expert technical support to clients so they can easily onboard more clients for increased revenue while eliminating operational pain points that take up unnecessary time and resources. Client support also helps reduce client pain points and increase trust as they move through their digital healthcare journey. By relying on their provider and organization for support, clients have confidence that they are receiving the best virtual healthcare and are more likely to complete programs and enroll in new ones. For Trafalgar, this means clients who complete their virtual intensive outpatient program enrolling in alumni management programs for continuous care.
Building a superior client experience starts with a trusted branded portal for clients and providers, which is possible with telehealth solutions that offer branded apps to clients, and continues with support services so clients feel championed during every part of their virtual care experience. And, by developing trust with clients as they move from in person to virtual care, organization’s have a better chance of retaining clients and increasing capacity to their virtual treatment programs programs. Just as providers work together as a team for their clients, so should their technology work together to support clients and their care.