Prepare Your Patients for Telemedicine

Juvy Ann Magbanua
April 7, 2020

Right now we are approaching the expected apex of the COVID-19 infection rate. On average half of in-office patients are being cancelled because they are non-urgent care. 1US doctors switching to telemedicine appointments during the COVID-19 epidemic are being accommodated by the Office of Civil Rights (OCR) and HHS to relax HIPAA rules during this crisis. Providers are allowed to consult with their patients through non-public audio or video communication technology.

2During the shift to greater telehealth usage, private practices are challenged on how quickly they can set up virtual communications. Independent doctors are struggling to stay solvent while experiencing a big revenue drop from the delay and outright canceling of non-urgent care and elective procedures.3

Having telehealth verification processes help you achieve successful telemedicine sessions with your patients during the lockdown of the pandemic. In the end we are all upgrading our technology skills to communicate in ordinary ways using the tools available to us. Your verification process is designed for older and the less technically able to successfully participate in healthcare.

A High Rate of Telemedicine Appointments are Cancelled

Patients who are less familiar with technology are less able and more likely to resist using, or fail, telemedicine visits so preparing and educating patients before their consultation is helpful in reducing cancellations. We expect that patients will be more willing to try and adapt to the technology now; and telehealth providers are more in demand. 4The drastic change in healthcare delivery methods can be overwhelming for many. A solution includes incorporating support staff who can technologically triage patients, educate and prepare patients for a virtual tool, and prepare information for easy access prior to and during an appointment.

Achieving Higher Patient Satisfaction

How to achieve a successful consultation:

  • Consider the technological skill levels of patients
  • Find a convenient way for patients to communicate with providers and support staff
  • Optimize home and office location to consider the telehealth systems
  • Create an environment for patients to feel heard, receive optimal care, and exhibit a professional and mindful organization

Streamlining the Appointment

Streamlining the appointment process and ensuring a positive experience for patients is beneficial and the improved telemedicine workflow makes for a great patient visit. Utilizing telehealth technology can be more cumbersome and problematic but if prepared properly it can result in an efficient and successful patient outcome.

Review your current processes and ask what your practice needs to improve, then identify any additional support areas needed to prepare patients for telemedicine visits.



Juvy is Xilium's driven client services officer who always aims to end the workday productive. She's an active participant in many of the company's activities and she never fails to lend a hand whenever needed.