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4 Ways to Help Solve Your Telehealth Adoption Problem

Written by Justin Miller, VP of Customer Success

Telehealth’s meteoric rise began just as the pandemic took off, and all indications suggest it’s here to stay. States that were once unwilling to reimburse for virtual visits are now on board with some also passing parity legislation requiring insurers to reimburse equally for in-person visits and virtual visits, according to MedCity News.

So why, with all that momentum behind telehealth, are some providers reluctant to use it?

Across the past year, eVisit has onboarded many enterprise healthcare organizations including several leaders in their space such as Envision Healthcare, Concentra and Banner Health. Our dedicated Customer Success teams help drive adoption. They also have their ear to our customer users and common reasons cited by providers unwilling to jump into telehealth include a general resistance to change, lack of familiarity with the technology, and concerns about the hassle and inefficiency in their day while toggling between in-person and telehealth visits.

The good news is that providers that engage with the eVisit’s Virtual Care platform quickly become true believers. In fact, eVisit enjoys a 96 percent provider satisfaction rate!

Here are four ways to drive adoption and your transformation with virtual care.

#1 Form a User Group & Showcase Power Users

For every provider who is resisting telehealth, there are many more who are embracing it. In fact, four out of five physicians used telehealth during the pandemic, according to a two-part survey by Decision Resources Group involving nearly 5,000 practicing U.S. physicians.

One strategy is to get “power users” and non-users in the same room (or video call), where they can share and hash things out. A colleague’s testimonial is sometimes the nudge providers need to see telehealth in a different light.

  • Ask power users what they like about telehealth. How do they make it work for their practice? What do their patients say about it?
  • Ask non-users why they aren’t using telehealth. What would it take for them to get started?

As these two groups share their experiences, chances are the power users’ enthusiasm will rub off on everyone else.

#2 Demonstrate Ease of Use

At eVisit, we’re on a mission to simplify healthcare delivery to everyone, everywhere. That’s why we’ve invested heavily in simplifying virtual visits. We like to say that if a person can use FaceTime to call a friend, they can schedule and participate in an eVisit virtual care appointment without any training or previous experience.

eVisit virtual visits are just as simple on the provider side as well. But what about when providers and staff need to manage scheduling, charting, billing and other enterprise-wide functions? Well, we make that easy and flexible too.

A great example is our scheduler tool. Certain service lines or specialty areas can set each provider’s availability for telehealth, which creates predictability in the clinic schedule and lets providers control how many hours a week they wish to offer virtual care. They don’t have to go “all in” on telehealth, or they can if they wish. eVisit is adaptable and can support whatever our customer and their providers might desire.

#3 Highlight Training and Support

Telehealth is easy to use, but it isn’t always effortless. That’s why strong Technical Support is essential. Your telehealth provider should have a team of technology platform experts who are readily available to troubleshoot any issues that pop up among all users.

At eVisit, we go one step further, with high-touch Technical Support for all users: providers, patients, schedulers/admins and data analysts. We offer easy-to-use videos too. In just a few minutes, users can learn how to process billing, run reports and much more. And if they have a problem they can’t solve, their hands-on Customer Success Manager is just a phone call, text or an email away.

Later this year, our Customer Education team will be rolling out additional 30-second training videos in English and Spanish. A searchable video library will allow providers, staff and patients to select whatever snippet of information they need right now related to their eVisit experience.

#4 Emphasize Patient Satisfaction

Convenience. Cost savings. Safety. These are just a few reasons patients say they like telehealth. According to a recent Fierce Healthcare article, many physicians still have a concern about the quality of care delivery via telehealth. Yet a recent study by Harvard Business Review suggests that patients are more apt to give higher satisfaction ratings for telehealth than in-person care.

If nothing else sways providers to use telehealth, the promise of increased patient satisfaction just might. After all, patient care is at the heart of everything providers do.

And in the words of our CTO and on-staff futurist Miles Romney, “Virtual care is simply … care. It just happens to take place wherever and whenever a patient needs it.”

To learn more about the eVisit Virtual Care platform at evisit.com or schedule a demo below.

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Published: March 11, 2021

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