Enhancing and Optimizing the Patient’s Experience and Satisfaction Through Virtual Healthcare

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By Keith Algozzine

The path to positive patient health outcomes is filled with challenges and complications. Providers are walking a tightrope, balancing the desire for patients to have a smooth experience and to get the quality care they need when they need it. The process of delivering care and a streamlined patient experience has changed significantly over the last few years as virtual healthcare has become part of our everyday lives.

When the COVID-19 pandemic ensued, additional stress across the healthcare system exacerbated existing challenges and presented new ones, some of which are still being felt today like staffing shortages, health inequalities, and delayed treatments. These challenges have now intersected with heightened patient expectations regarding their healthcare journey.

How perception of virtual healthcare has evolved

While the pandemic brought about many challenges, it also boosted the awareness and acceptance of virtual healthcare. According to a survey by the Cleveland Clinic, respondents relayed that virtual healthcare visits are just as impactful as in-person visits. On the flip side, a survey by the American Medical Association in 2021 found that 62% of respondents felt their patients’ satisfaction levels had improved following the introduction of virtual healthcare solutions.

A few other studies have shown exceedingly promising results when it comes to virtual care, supporting the theory that trust in doctors correlates with greater patient satisfaction from remote visits:

The message that radiates through is that convenience has a significant impact on patients. When patients are satisfied, there are fewer missed appointments. When patients are able to get the care that they need in a timely, convenient way, they benefit from improved health, both in the short and long run.

Virtual care as a path to enhance patient experience and satisfaction

Patients, just like consumers in other industries, expect services and products to be convenient and easy to access. When patients are offered 24/7 access to virtual care through a best-in-class platform explicitly developed with them and their needs in mind, the road to a positive experience and positive health outcomes that will elevate their healthcare journey can begin.

People’s busy lives can sometimes cause them to put off addressing health concerns until they have time or until a medical emergency ensues. Instead, many will turn to the internet to try to understand their symptoms. While a Google search will provide plenty of instant answers, those answers aren’t necessary accurate or relevant to an individual’s situation. By taking the virtual healthcare option, patients gain 24/7 access to a trusted provider who can give them personalized guidance, reassurance, and treatment. Digital solutions provide immediate access to pertinent and trustworthy information. When patients have this kind of access, it gives them confidence in their care and encourages them to engage.

In addition, digital platforms give providers instant access to essential patient data, which will help them identify patterns through improved accessibility of the patient’s medical history and then make informed care decisions. This means patients receive the most accurate diagnoses, which will reduce their risk levels. Such limitless access to data and insight simplifies workflows, eliminates structural complexities, and streamlines the entire experience for providers and patients.

Bridging a patient’s experience and satisfaction through virtual care

When providers implement and integrate a digital health platform that can streamline information and processes, they unburden themselves of mundane administrative tasks that typically involve hours of interpreting manual data, giving them more time to devote to their patients. In addition, digital platforms can reduce costs for all parties while producing positive health outcomes and guaranteeing maximum patient satisfaction.

Virtual platforms offer the most comprehensive and streamlined approach to treatment, giving patients all the benefits of affordability, convenience, and complete access to medical professionals. By optimizing the patient experience, improving satisfaction with care offerings, and encouraging patients to take a more decisive stance in their healthcare journey, these platforms can help ensure better long-term health outcomes while saving valuable time and reducing costs.

Keith Algozzine is co-founder and CEO of UCM Digital Health. A board-certified physician assistant (PA), he was formerly the chief PA of emergency medicine for St. Mary’s Hospital in Troy, New York, where he witnessed firsthand the challenges of the modern healthcare system. Algozzine was also part of the national ER startup management team for Pegasus Emergency Medicine. He represents UCM Digital Health on the American Telemedicine Association Accreditation Advisory Board and serves as an advisor to the Clinical Practice Guidelines Committees, dealing with telemedicine considerations for urgent and emergency care.