4 Patient Preferences to Consider When Shopping for Telehealth Providers

Patients know better than anyone what works for them and what's too much of a hassle. In fact, access, ease of doing business, and digital engagement are top drivers of patient loyalty, according to a 2024 Accenture survey. A seamless and satisfying digital experience is critical to reach these goals.

Patients want to have positive, comprehensive healthcare experiences in an increasingly digital-first world, and digital access to health information should place patients at the center of care. That's why the term "telehealth" has become favored over "telemedicine." It covers the entire patient journey, not just encounters with clinicians.

When considering telehealth providers, ask yourself: What do my patients want from their healthcare professionals? You might find the answer aligns with the following patient preferences.

1. Patients Want Easy Access

Patients want an intuitive telehealth interface, including easy account creation and secure identity verification from any of their devices.

They want to communicate in their own way at their own pace. Once logged in to the platform, patients don't want to leave the app to make a phone call or send a message. They want to switch between modes — for example, moving from chat to a video call — within the app and without hassles or disconnects. And they want tools to make the process easier. For example, 89% of patients surveyed said the ability to schedule appointments anytime via online or mobile tools is important, according to Experian's The State of Patient Access 2024.

If the user experience is too complicated or too limiting, they might turn elsewhere. In fact, patients are twice as likely to switch providers because of a poor online experience than they are for a poor clinical experience, according to the Accenture report.

Ideally, the best telehealth platform will provide an intuitive interface, easy access, and AI-powered scheduling that lets patients make appointments directly from the app.

2. Patients Want Personalized Care, Available 24/7

Patients expect personalized engagement during their health journey. They recognize generic outreach, and they don't like it. Instead, they want information tailored to their specific needs, and they want tools that help them make informed decisions. This is possible only when you have a way to compile and update patient data continuously. A telehealth system that integrates generative AI can help you deliver personalized content, keeping patients engaged and informed 24/7.

Your healthcare organization can likely extract valuable insights from the vast volume of patient health data you've already collected and stored. AI-powered analysis of this data can support treatment and care designed specifically for each patient, and it allows your organization to deliver the right information to the right person at the right time.

For example, AI-enabled communication workflows and virtual assistants can answer common questions, triage care needs, and schedule appointments, all delivered through the patient's preferred devices. In particular, this kind of communication workflow can be important for for behavioral health providers. People can access the resources and support they need when they need it, and they can do it privately. The ability to take part in a support group or speak to a behavioral health provider from home can make the difference between receiving essential care and letting mental illness go untreated.

3. Patients Want Seamless Integration

Meeting the needs of your patients likely demands a hybrid care model that can seamlessly blend digital tools with traditional in-person care. Communications APIs can help here — they allow different systems and devices to communicate and share data efficiently.

Combining virtual and in-person care can provide a more holistic approach to patient health, one that can improve care coordination and chronic disease management and more fully engage patients. They may not think of it as "seamless integration," but if it's not seamless, they will be unhappy.

Connecting the Gadgets

People are enamored by wearables, and they want that data to integrate with their other health information sources for easy access. The best telehealth systems easily connect with various devices, including smartwatches and fitness trackers, smart scales, continuous glucose monitors, and remote blood pressure monitors. This lets patients monitor their own data and gives healthcare providers a real-time, holistic view of a patient's health status, which can enable more effective remote care and monitoring.

Supporting Chronic Care Management

For those with chronic conditions, this constant stream of data can be life changing. AI can sift through the data and identify trends, patterns, and potential health issues humans may miss. This lets the care team, supported by AI, create highly personalized care plans, with the ability to make real-time adjustments based on the patient's evolving needs. In turn, this can improve care coordination and enable timely interventions.

As the population ages and chronic diseases become more prevalent, these scalable solutions can allow your organization to manage increasing patient demands without further draining resources.

4. Patients Want to Know Their Data Is Secure

Patients may not be up to date on the latest data security and privacy tools, but they expect you to protect their privacy nonetheless. They rely on your organization to select telehealth providers that strictly adhere to HIPAA regulations to safeguard their personal health information. A 2024 study published in the American Journal of Managed Care identified two key patient concerns around privacy and security: finding (and being able to use) secure HIPAA-compliant devices and software, and ensuring privacy when there's no private clinical space for the visit.

Look for a telehealth system that offers strong encryption and data protection. These features can help secure patient communications and medical records, helping prevent unauthorized access. The integration of pre-built and managed applications supports seamless deployment and maintenance, further enhancing data security and privacy.

Finding Telehealth Providers That Meet Your Needs

Patients want seamless, convenient, and personalized healthcare experiences. Meanwhile, healthcare organizations face financial struggles, staff shortages, and an aging patient population. How can you deliver personalized care at the most cost-effective and clinically appropriate point of care for each patient despite these challenges?

When deployed correctly, the right end-to-end telehealth system can make this possible. By reducing the need for physical infrastructure and maximizing existing resources with AI-powered tools, healthcare organizations can deliver better care more efficiently. That's because end-to-end process optimization can improve patient experiences and help healthcare organizations manage limited financial and staff resources effectively.

Choosing the right telehealth provider is crucial for meeting organizational needs, operational challenges, and patient expectations.

A comprehensive telehealth solution with robust communication APIs can enable your organization to keep up with both technological advancements and evolving patient needs. By selecting a telehealth provider that offers seamless integration of digital and physical care, you can deliver a more comprehensive, efficient, and personalized healthcare experience — one that can meet your patients wherever they are on their health journey.

Vonage can help you create a holistic telehealth program. Find out how.