The Expert Podcast

The pandemic really accelerated this in 2019-2020, but online delivery of medical services, sometimes called Telehealth or telemedicine, has really taken off in the last couple of years. What it did is it accelerated the acceptance of this type of conversation. Prior to 2019, many people would have been hesitant to get healthcare information or consultations without going in person to see a medical service provider, whether it's a doctor, PA, or somebody else. People wanted to go in person because they felt like they had to be there in front of the provider for them to diagnose their problem.

In fact, more than half of the medical facility visits that are done don’t require actual observation of symptoms, biopsies, lab tests, or anything else. These visits just require a conversation about symptoms and what the patient is going through. Telehealth or telemedicine is a great way to facilitate this because the person does not have to physically leave their house. The travel time alone—each way—even if you only have a half-hour ride to your doctor’s office, eliminates one hour of travel time.

It also eliminates waiting room time. When you get to the doctor’s office, it’s not like you walk straight into the doctor’s office. Sometimes you have to wait 30 to 45 minutes because of the backlog of other patients. Telehealth eliminates that waiting time. Additionally, it removes the possible health risk of being around other people who are sick. When you go to a doctor or hospital, by definition, many people there are dealing with medical issues. Some of those issues are physical injuries, like sprained ankles or broken bones, but others are contagious afflictions. Telehealth keeps people away from those environments, reducing the risk of exposure.

Telehealth has stepped in to fast-forward improvements in healthcare access. This article in Barron’s, a very high-profile business publication, delves into this phenomenon. While we’ve all heard about Telehealth before, there are some interesting takes that are relatively new. Telehealth is more than just a way to avoid contagion. It’s a way for patients to bolster their existing health routines. Nearly three-quarters of Telehealth users state they would use it for prescription refills, discussing test results, and believe that the professionalism of providers is comparable to in-person visits. The quality of care is perceived to be the same, if not better, remotely.

For providers, Telehealth improves access, efficiency, reduces costs, and enables healthcare systems to serve more people. A doctor seeing patients on-site needs to have a 5 to 15-minute buffer between appointments to manage unforeseen delays, sanitize, or prepare for the next patient. With Telehealth, these buffers can be minimized, allowing providers to see patients more efficiently.

Another significant advantage is the drastic reduction in no-show rates. No-show rates for in-office appointments are about 36%, whereas Telehealth appointments only experience a 7% no-show rate. This improvement is because virtual consultations eliminate travel issues, such as flat tires or traffic delays, making it much more likely that patients will attend their appointments.

Certainly, there are some types of visits that must be done in person, such as physical examinations or procedures. However, many follow-up visits, consultations, and even prescription discussions can be handled virtually. This shift makes healthcare more accessible and reduces the volume in physical healthcare facilities, freeing them up for patients with urgent or in-person needs.