Patient Guidance for Providers

Provider groups need to determine the best way to share information about their telehealth services with their patients to help drive awareness, review patient eligibility and schedule appointments.

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Actions to increase awareness of telehealth services could be taken during an in-person visit, on the practice website, through fliers, emails, patient portal messages and more.

Additional items to consider regarding communication:

  • Remember that it’s just as important that the practice staff are aware of the available telehealth services as it is for patients to learn about them.
  • Create a reference document for staff members to identify which types of services may be conducted by using telehealth.
  • The level of marketing and communication to patients will depend on your practice model. Determine if you’ll allow patients to request telehealth visits, or if providers and front office staff will strictly direct scheduling.
  • Patients with an established relationship with their physician and who have been seen in person at least once within the last year.
  • Patients who are registered patient portal users.
  • Patients with access to a device with video capability, such as a smartphone, tablet or desktop computer.
  • Patients with technology literacy as well as a data plan or an internet connection to support video calls.

While telehealth can be a very valuable tool, it‘s important to acknowledge that barriers do exist for some patients.

Technology barriers:

  • Patients may live in a location with insufficient internet speed for a video visit or may not be able to afford to use the data services required to complete a visit.
  • Patients may not possess the technology or understand how to use the technology required to do a video visit. The provider practice can establish support processes in place for these patients. View our Telehealth Experience section for more information.

Patient barriers:

  • Patients who have hearing and visual impairments may experience difficulty using telehealth without accommodations.
  • Patients with a primary language that differs from their care provider. These patients should be offered the option of interpreter services.
  • Patients that may not feel comfortable receiving their health care through a telehealth visit or may not feel comfortable with the video component of a visit.