by
Gus Iversen, Editor in Chief | August 24, 2015
Many companies are projecting population/user volumes on par with that of an urgent care and staffing up accordingly. But despite its ease, effectiveness, and lower cost, telemedicine is still unfamiliar territory for most consumers. Demand will grow as familiarity does, but until it does, you don’t want a giant roster of physicians taking just a few calls here and there. They’ll lose interest, and you’ll lose them. Quality telemedicine physicians, a recruiting and management process that supports their practice, and smart physician recruiting that scales with consumer demand—those factors will help companies win the race.
HCB News: How do you ensure quality control with physician providers who are off-site, independent contractors?
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DK: With in-person encounters, 99.9 percent of all patient interactions are high-quality, high-touch interactions. Removing the power of touch from the interaction typically won’t compromise the quality of care delivered, but it can challenge the patient experience. That’s why it’s imperative that telemedicine providers ensure their physicians are not only adept at but also strongly supported in their efforts to deliver engaged, compassionate, patient-centered virtual care.
You do that through a variety of means: training, continual education, peer review, monitoring—from video and audio call review to key metrics like prescription rate, average encounter length, referrals to immediate care, etc. The goal is to give physicians the tools they need to deliver the best care possible in the virtual setting, and to identify and correct any issues with quality or patient experience well before they become a problem.
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