How to Measure the Health of Virtual Care Program – Part 2

Telehealth in the U.S. has officially become mainstream, with research showing that telehealth ranks as one of the top four IT investment priorities for healthcare delivery organizations. Telehealth has benefits for both patients and healthcare providers alike. Patients have the option to not leave their homes for post-surgery monitoring, chronic illness management etc. and those living in rural areas benefit from access to doctors and specialists without expensive and time-consuming travel.


Telehealth solutions can also address some of the toughest pain points facing providers today including the likes of patient satisfaction and wait times, staffing shortages, and the number of hospital readmissions. Hospitals and health systems are looking for a clear path to success for their telehealth programs, as telehealth adoption becomes a necessity in today’s healthcare environment.

Step 2: Evaluate the Entire Healthcare Organization

It is important to take a holistic look at your telehealth program once the goals are in place. Five key areas to look at and create metrics around are:

  • Clinical efficiency: visit time, patient wait time and tests ordered
  • Use: number of visits or percentage of clinicians using the solution
  • Technology: uptime, connectivity and latency
  • Engagement: patient and provider satisfaction
  • Quality: process and outcomes measurements

Healthcare organizations need to ensure that reporting processes are set in place Keeping these metrics in mind to regularly monitor the progress of the telehealth program. This information can then be compiled by post-visit surveys completed by both patients and clinicians or from platform data received after each visit. By collecting data and tracking against year-to-year goals, healthcare organizations can adjust their telehealth programs based on factual information and actual results.

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