Health and Wellness Informatics News

Mend to solve the waiting room problem found in Telehealth

While Telehealth users complain about its awkward waiting room issues, there is a Florida-based telemedicine platform that came up with a new initiative to make waiting easier for the patients.

Telehealth introduced several aspects to take care of their patients. But there remain certain elements that began emerging as a matter of issue. Among those issues, one such issue is the Telehealth waiting room. A new study done by LifeLink Systems this week claims that the majority of patients prefer a virtual waiting room. That allows them to finish the entire paperwork on their phone before visiting the doctor.

Providers do run behind sometimes as with-in person services despite the amount of preparation done for the patients. Unlike in a brick-and-mortar facility, patients have to wait in front of an open window screen of the computer. That might make them wonder if they are following the correct instructions. And can tend to leave if find awkward.

The vice president of strategy at Mend, a Florida-based telemedicine platform, Jessica Neyer, talks about enhancing the virtual waiting room. That provides a reason for the patients to stay over the right page. At the same time, they can also aim to help subsidize the price of Telehealth for providers. Regarding the virtual waiting room, she says, “A lightbulb went off, an opportunity to engage the patients and make it like the other solutions they’re using.”

Neyer says Mend built a “Netflix-like” library for patients that contain specialty-specific content. The selection is from the available public information. That includes the doctor’s national provider identification, their location, and their specialty. She says providers get to use their own content that involves information they find suitable for their patients.

“We do no PHI targeting at all,” also says, Neyer. As a matter of fact of accessibility, the pre-telehealth videos can also get captioned in Spanish or English. There is no such Mend-enabled automated captioning for the video visit itself. She says, “It’s up to them to toggle to any video they want to see.” She further adds, “As you know, telehealth is slowly evolving. We’ve had all that time to know what actually works for a provider.”