What patients need to use telehealth

After a trip where I had the opportunity to chat with people from different countries, understand how certain services work and access to certain tools, one of the questions that came up most was what has changed in recent years, not only with regard to health care, but to work, travel and personal life and socialization.

Digital tools were welcomed, with distrust at first, but globally, even by the most skeptical people.

One of the most curious statements I had the opportunity to hear was about telemedicine, in this specific case, about teleconsultations.

Patients like teleconsultations because, although the doctor is not physically present, they feel that they are paying more attention, after all, they are not focused on the computer, but on the person on the other side. Ironically, to keep an eye on the patient, you have to focus on the computer screen and camera…

However, upon returning from my trip, a click took me to a report on consumption habits, access and choices.

The report forced another article about the conclusions and the data observed, therefore, this text only addresses the issues of virtual care and telehealth.

As can be seen from the image above, 90% of people who responded to the study declared that they were satisfied with the service they received. Another relevant fact, 55% of respondents explained that they chose not to receive healthcare remotely because they preferred in-person care.

Let’s look at the graph above. In-person service remains at the top of preferences, followed by videochat, then by phone, then by message.

It is pertinent to develop two aspects that arise from these answers. The first is about phone support. It is not uncommon to notice the misconception that exists, at least in Brazil, about telemedicine, telehealth or teleconsultation, thinking that it is always via video, leading, for example, to the debate about the need to use 4K technology, for a better image, with high definition to be able to observe the patient in detail. In Portugal, the SNS24 support line is responsible for caring for millions of patients, being an essential screening tool. Contrary to what you can read in the title of this article, phone support is responsible for speeding up triage and defining faster access for those who need it, as should happen in hospital emergency services. Through this service it is also possible to schedule appointments.

And the report also addresses the use of virtual tools for scheduling appointments.

The phone remains at the top of preferences, but, as we know, nowadays there are automated phone services. The problems they pose are similar to the bots that have been proliferating, powered by AI.

Do they work? Yes. Do they have problems? Also yes.
We cannot ignore that any platform that uses AI to function will depend on the data available. There can’t be a programmed answer for a question that is not in the system. So, it is normal for patients to prefer to speak to a human being, over the phone, in person or via online chat.

Digital health is appreciated by those who use it, but it is not yet a resource chosen by a majority of the population. Just like AI, human intelligence also needs more data to be able to make a decision. And, given the short period of time in which virtual tools are used, a portion of the population wants and needs information. According to the report, there is still uncertainty about whether the health plan includes this type of care or whether the doctor provides care remotely.

Operators, providers, hospitals, clinics and doctors who work in offices must invest in information and education for patients and potential patients. As long as doubts and uncertainties remain an obstacle, face-to-face consultations will be the first, and sometimes only, choice. And, before offering appointments using automation, it is essential to understand whether automatic responses anticipate all the questions that may arise, or, at least, whether it is possible to direct them to human assistance.

Patients are consumers. The survey identified that more than half of people used APPs or websites to book appointments. Still, half of those surveyed said they preferred to do this over the phone.

Just as anyone who buys online will make the purchase quickly and quickly when they know what they want and have the necessary information about the product they are looking for, it is common for them to go to a physical store to see the product, ask all the questions that you think are necessary, and then decide. If you could do all this online, you probably wouldn’t leave your house and the purchasing process would be different and 100% virtual.

The patient-consumer has predictable behaviors, it is up to professionals and institutions to put themselves in the other’s shoes, to understand whether they would be satisfied with the tools available. AI in health has several advantages, mainly due to the rigor and quantity and quality of data used, but the AI ​​platforms used in patient support, appointment scheduling and relations are highly deficient, they fall into the same standard as a telephone operator’s service or online banking, generating dissatisfaction and repelling potential patient-consumers.

It is useless for health professionals to be good, to have a reputation that attracts patients, when institutions do not educate and inform or do not educate on the use of tools and availability of those tool that should make life easier for all agents involved.

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