3 Ways to Humanize the Virtual Health Care Experience

by Gabriel Paz LarachTo what degree will telehealth remain a dominant force in health care after the pandemic ends? That will significantly depend on how care providers invest in existing and emerging digital tools that will allow physicians and patients to build and maintain trusting relationships.While virtual visits accounted for roughly 70% of total visits in the United States during the early stages of the outbreak, their levels dropped to about 30% towards the end of fall. That said, it’s safe to assume that telehealth won’t return to its pre-pandemic level, when only 8% of Americans used it. That’s because even though barriers to adoption — such as regulation, insurance coverage, and conditions requiring in-person care — will remain, provider and patient behaviors and expectations are shifting. But the degree to which they do so will depend on how the experience for both groups improves.It will require provider organizations to invest in tools that are sensitive to human emotion...

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