Help providers and patients use the technology effectively
Rural patients tend to be older and have more health problems than their urban counterparts – all reasons why this population, in particular, can benefit from telehealth services. Unfortunately, persuading older patients to use virtual healthcare platforms remains a challenge. According to Pew Research Center, 27% of U.S. adults aged 65+ reported they did not use the internet in 2019. Even among those who are online, lack of comfort using telehealth technology can be an obstacle.

Telehealth providers must be able and willing to provide training and support to patients, making sure that they feel comfortable using telehealth technology and can access care without difficulty. Thus, healthcare providers themselves must be proficient in the technology. They should be able to coach patients in how to get online, login, navigate the system and otherwise avoid potential technological issues that may affect care delivery.
Assist patients with navigating the medical insurance system
The US medical insurance system is complex, and the average average patient has no idea how to navigate it. This is particularly true when it comes to getting authorization for telehealth services – particularly specialized care – and understanding insurance coverage for this type of care.

Healthcare providers must, therefore, help patients navigate the medical insurance system, including authorizations, medical billing, and other financial concerns. By providing this guidance, providers can ensure that patients receive the care they need without undue stress or confusion.

Facilitate local support for disease management
While telehealth is an important tool, complex disease management usually requires local support. Patients need a community contact who can help them with local healthcare resources for things like labs and imaging, and who can otherwise answer the question, “What do I do next?”

For this reason, a hybrid telehealth model is the gold standard. This model calls for coordination of three key elements: a small medical clinic in the local community with a dedicated medical assistant physically present to help patients; an administrative staff to manage the logistics of the healthcare system; and a team of specialists delivering expert medical care via telehealth.

Prioritize personalized care
Medicine is so much more than a doctor on a screen telling a patient what's wrong and what to do. Effective telehealth medicine is rooted in strong physician-patient relationships. A study from the Bipartisan Policy Center and the Center for Outcomes Research and Education found that many rural patients were reluctant to use telemedicine, even when it was readily available. Their primary worry was the quality of the care they would receive.

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