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Expanding Access to Care with a New Telehealth Experience by Medallia

Expanding Access to Care with a New Telehealth Experience by Medallia

With the world gone digital and fears about the pandemic abound, there has been a massive movement to telehealth — and it’s here to stay. According to a recent survey by Sage Growth Partner and Blackbook Market Research, 59% of consumers said they were more likely to use telehealth services now than previously. Even Congress is funding a bill to waive certain rules that usually restrict video services for people on Medicare.

But as demand for telehealth grows, healthcare providers are navigating uncharted waters with the use of phone consultations, live telehealth visits or recorded video visits. Medallia’s newly launched Telemedicine Suite offers a novel and unique way to help provide excellent telehealth care by removing barriers to care and streamlining the telehealth experience across the entire delivery system.

In addition to pre-built surveys and digital intercepts that common survey tools provide to capture feedback, Medallia provides more modern and accessible options for patients to provide feedback in the moment throughout their entire journey. Video and SMS communication capabilities allow patients to safely and securely schedule appointments, record and share their symptoms for quick diagnosis, and provide real-time feedback in their natural voice and channel of choice.

“In February, ahead of coronavirus community spread, ChenMed pivoted from 98% in-center to 95% telemedicine appointments for the tens of thousands of seniors it serves in just one week. Our new patient experience has been a delight for seniors wanting to stay healthy, happy and home during the pandemic and Medallia solutions continue to help us keep improving patient experiences.” said Faisel Syed, M.D. ChenMed National Director of Primary Care. 

The Medallia Telemedicine Suite includes: 

  1. A Video Communication Platform to Share and Diagnose Symptoms

Patients can easily interact with their providers over video just as they would in the doctor’s office. They can also leverage video to provide feedback at any point in the telehealth process, sharing details on their experience in their own voice. Allowing doctors to see and hear directly from patients over video offers great detail and emotion that doctors can use to understand a patient’s issue, without needing patients to take the risk, or the hassle, of going into the office.  

  1. Contactless SMS Messaging to Streamline Communications

Patients can leverage text messaging to safely and securely schedule appointments with their caregivers. This quick and easy messaging between patients and providers makes it super convenient for both parties to communicate and coordinate without any direct contact, and reduces wait time for patients to receive care.

  1. Real-time Feedback to Improve Patient Experiences

In addition to video and SMS, providers can leverage email, digital and voice to collect direct feedback on patients’ experience in real-time at any point in their telehealth journey. This enables providers to better identify patients who are unhappy or at high-risk for follow-up and use real-life examples for training and coaching of staff. This broad signal capture can also help healthcare systems uncover systemic issues that need addressing in the telehealth process to drive greater patient satisfaction and adoption.

  1. AI and Analytics to Uncover Trends and Areas for Focus

Health systems can access a robust set of analytics to identify themes and trends across patient population health and telehealth delivery. Leveraging artificial intelligence and machine learning, providers can better uncover high-risk patients and drivers of low patient satisfaction or adoption of telehealth services as well as gather important information to improve patient experience. These analyses help bring patterns to light that can help doctors uncover emerging issues and root causes they may not otherwise see patient by patient.

  1. Personalized, Real-Time Dashboards and Alerts to Drive Widespread Action

Administrators, providers and frontline staff can receive live, personalized dashboards, reports and alerts according to their role, location and other variables that make sense for the organization. With widespread distribution of data, insights and suggested actions, health systems can mobilize the entire workforce to improve telehealth experience and patient outcomes.

“The day we had to close our clinics due to COVID, we knew we had to find a solution to continue to serve our patients,” said Lisa Duran, Chief Experience Officer, Inception Fertility. “We were already doing real-time SMS surveys with Medallia, so when we had to transition to telehealth we partnered to add a telehealth survey. We were so grateful Medallia responded with the same sense of urgency we had. Having the real-time feedback allowed us to quickly create amazing experiences in a new way.”

With streamlined care delivery and real-time signals from patients across video, messaging and interaction channels, the Medallia Telemedicine Suite makes remote healthcare seamless and convenient, while still delivering optimal care. Patients and providers alike will benefit from an enhanced telehealth experience, with direct and easy contact that minimizes risk and meets the needs of the times.

Find out more about how you can streamline telehealth services and improve patient experience with Medallia Telemedicine Suite.


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