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With Covid-19, came a flood of new healthcare solutions (positive consultation), showing many patients its benefits and features. More advertising, more awareness and more conversations have brought telehealth to the wider public, and this can be good for everyone. The question remains however, how do we build trust in telehealth for the patient, so that they can turn to it the next time they need health care?
Potential contenders for understanding the power of flexibility may include, different patient demographics, or the fact that the available solution is easier to navigate in one direction than another. The following are tips and advice, for general healthcare providers, looking to incorporate formal telehealth into their practices.
1. Be the one to introduce the benefits of telehealth and start the conversation
I was talking to a provider, and I asked: How do you get telehealth right, fast? He said, I tell my patients they are crazy if they don’t use it. He talks to them about it in his rooms and makes it part of his consultation. He emphasizes the benefits of telehealth for the patient, such as the fact that they save time and money by not having to go to their rooms. He mentions the fact that he can extend the care in the same day, while it costs less, and he always offers a free consultation on using his solution. He also notes that his patients, while generally aware of telehealth as a solution, begin to trust the service once he has introduced the subject.
2. Sell your service
The problem with telehealth is letting patients know that healthcare providers are delivering. It can take a fair amount of time and I often see a provider give up after a month or so, saying their patients aren’t interested. Most of the time, they didn’t even know how to use it.
However, those patients also continue to use WhatsApp and email – methods of telehealth despite their insecurity.
It is not uncommon for practices to have a one pager that they have designed and the benefits for their patients, how to use it, and it is a good place to include consultation rates. Patients like to have something portable. Posting information on Facebook, LinkedIn and social media is also common. One effective idea that I have seen while working is a fridge magnet that contains important information about a telehealth solution. The patient can stick it on their refrigerator door, not only is it practical, it also serves as a permanent reminder that the health care provider provided this service in the first place.
3. Clear speech
This was good advice from the provider….stay away from the telehealth channel, which is like “good care”. Better to stick with better known phrases like “online recruiting”. The idea is new enough as it is, throwing in tech speak can Make a simple conversation with the patient, so as not to leave them confused and aware of what it is, new ideas and technology.
4. Brainstorm questions
Including the mention of telehealth in conversation is one thing, but you also need to encourage your patients to ask questions, so you and your staff need to have the answers ready. Providers also put things in their rooms, inviting their patients to approach their staff about telehealth. When patients have the opportunity to ask about telehealth, especially from their trusted provider, they will feel more comfortable with it. Make sure the telehealth solution you choose can offer some form of information sharing or training for staff.
5. Active presentation – show and tell
I love the idea of ​​presenting your solution to your staff (and patients). It shows that practice is involved. You can do a dummy consultation with one of your front desk assistants and show how easy and convenient it is to meet. You can show them that it works. There is no one better to show than you and the more you practice the more confident you will become.
6. Commercial telehealth tools
I have seen telehealth initiatives fail because patients were under the impression that they needed a desktop computer, or a top of the range smart phone to access the solution. Reassure your patient that they likely have all the equipment they need and will not need anything removed from them. Make sure your patients know what they need and that they probably don’t need any extra money out of pocket on their end. Chances are, they already have everything they need. There is often a perception that this is complicated and requires additional resources. Showing how easy it is will set the record straight.
In answering the question of why one employer has a thriving wellness initiative, and another does not, provider intervention and participation play a major role in success. Installing a new solution, sitting back and waiting to see what happens, will fail. Like any good idea, you need to tell people about it. The secret is to put yourself in the patients’ shoes. When analyzing a new solution, think about it from their perspective. Once you’ve established patient trust in your telehealth solution, you’ll wonder what you did without it.
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