Building a Healthy User Experience for Telemedicine
Amid the challenges of 2020, telemedicine emerged as a standout service. Patients seeking non-COVID-19 healthcare support turned to their computers and smart phones for online appointments when they couldn’t go to medical buildings and hospitals in the early days of the COVID-19 pandemic. According to reports by McKinsey & Company, growth in the use of telemedicine services peaked in April 2020. Although that growth has since leveled off, McKinsey’s assessment shows telemedicine use rate remains approximately 38 times higher than it was before the pandemic. By any standard, this is a dramatic increase, making telemedicine applications a top priority for healthcare IT when it comes to assuring performance, availability, and patient experience.
The convenience of telemedicine for patients, combined with the ability for doctors to see and treat more patients in the same amount of time, has raised awareness and acceptance of telemedicine benefits over this last year and a half. However, the technology also brings new challenges. The inability to log into a session, choppy video, dropped calls, and other impairments can make telemedicine calls ineffective and impact the productivity of doctors, physicians’ assistants, and nurse practitioners. Combatting these issues and delivering a quality experience for all is a critical goal for healthcare IT organizations, particularly as the use of telehealth services continues to grow.
Learn how one healthcare organization used NETSCOUT visibility to protect the telemedicine patient experience. Read the story