Patient Experiences Are Informing Practice More
Timing is everything in many ways, but it’s difficult to wait for perfect timing. Alternatively, rewards are mostly reaped by those who recognize patterns early, take measured risks, and move while others are still deliberating. In today’s healthcare landscape, telemedicine stands at this threshold.
After the urgent push into remote care during the pandemic, a quiet revolution has been unfolding—one that isn’t driven solely by technology or policy, but by the experiences and expectations of patients. As virtual care stabilizes into a permanent fixture in the delivery of healthcare, we’re seeing a new differentiator emerge: the quality of the patient experience.
The most successful healthcare organizations moving forward won’t be those offering the most advanced digital platforms, but those who craft positive, seamless, human-centered encounters that happen to be delivered digitally. And while that may sound like a goal for the future, the critical moment to act is now.
Here are five current, yet time-sensitive, opportunities that reveal why improving positive patient experiences in telemedicine should be an urgent strategic priority—not a back-burner project.
1. Patient Expectations Are Solidifying—And Loyalty Is Up for Grabs
Why this matters:
The pandemic introduced millions to telemedicine for the first time. For many, it worked. Now, patients are no longer comparing virtual visits to nothing—they’re comparing them to in-person experiences, and they’re forming preferences that will be hard to change later.
In a 2023 survey by Rock Health, 69% of patients who tried telehealth said they’d prefer to continue using it for at least part of their care. But that preference is conditional. Patients increasingly want more than just access—they want ease, clarity, warmth, and follow-through.
Why this is time-sensitive:
First impressions are sticking. A provider who delivers a fragmented or confusing virtual visit may lose a patient not just for digital care, but for all care. Conversely, providers who offer intuitive, respectful, and human virtual interactions are building early loyalty that will carry into the hybrid healthcare future.
Act now by:
- Auditing the entire digital patient journey from scheduling to post-visit communication.
- Embedding real-time feedback loops (like NPS or post-visit surveys) to uncover small issues before they become big.
- Training clinicians in virtual communication techniques to preserve empathy across screens.
Insight:
Cleveland Clinic implemented a virtual empathy training program and reported a 22% increase in patient satisfaction with video visits within six months. They also saw improved provider morale, as clinicians felt better equipped to connect with patients virtually.
2. The Policy Environment Is Evolving—and Reimbursement Flexibility May Shrink
Why this matters:
During COVID-19, federal and state policies rapidly expanded telehealth access and reimbursement. In the U.S., Medicare began covering many services virtually, including behavioral health and chronic care management. Private payers followed suit.
These shifts made it financially viable for providers to offer telehealth at scale. But these were temporary accommodations, not permanent guarantees.
Why this is time-sensitive:
While some policies have been extended, several key waivers are under review. The flexibilities that made virtual care profitable could narrow—especially if lawmakers perceive telehealth as being misused or underperforming. Providers who establish high-quality telehealth operations now are better positioned to make a case for ongoing support and reimbursement.
Act now by:
- Aligning billing practices with current CMS guidelines to ensure compliance and optimize revenue.
- Participating in pilots and data-sharing initiatives that demonstrate quality outcomes and patient satisfaction.
- Exploring new reimbursement models tied to patient engagement and value-based care.
Data Point:
A 2022 MGMA report showed that clinics actively tracking and improving patient telehealth experience saw a 17% higher reimbursement rate for virtual visits on average, due to better documentation and reduced rescheduling.
3. Digital Access and Health Equity Are Intertwining
Why this matters:
Telemedicine has the potential to close gaps in access, particularly for patients in rural or underserved areas. But whether it actually improves equity depends on how it’s implemented.
Some populations face greater digital barriers—poor broadband access, limited tech literacy, or language differences—that can make virtual care feel alienating or inaccessible.
Why this is time-sensitive:
Healthcare providers who make inclusive design choices today—like offering multilingual support, mobile-first platforms, and offline appointment prep—can extend their reach and trust. Once patients find a virtual care provider who understands their context, they are less likely to switch.
Act now by:
- Conducting a digital equity audit across your telehealth tools and content.
- Partnering with community-based organizations to help onboard patients to virtual care.
- Offering hybrid “tech navigation” roles to guide patients through digital appointments in real-time.
Real-world story:
In the Bronx, the Montefiore Health System launched a “digital health coach” program to help older patients use their video visit platform. In the first three months, missed virtual appointments dropped by 28% in the pilot group. Many patients later reported feeling “safer” accessing care virtually than traveling during flu or COVID outbreaks.
4. AI and Automation Can Humanize—If Deployed Intentionally
Why this matters:
There’s a widespread misconception that automation makes healthcare cold or impersonal. In reality, the right automation—when used to reduce friction, not human contact—can greatly enhance the patient experience.
Automated reminders, chat-based triage, self-scheduling, and follow-up tools free up clinical time and create more consistent interactions for patients.
Why this is time-sensitive:
AI and automation tools are currently affordable and customizable for even small practices. But as they become more standard, their ability to differentiate the patient experience will diminish. There’s an opportunity now to stand out by using them well.
Act now by:
- Using natural language AI to customize patient education or follow-up summaries.
- Automating routine questions (e.g., “Where do I upload my lab results?”) so staff can focus on high-touch needs.
- Using AI-driven insights to predict patient concerns or satisfaction dips.
Example:
One family medicine clinic in Oregon used a chatbot to triage appointment scheduling and lab result FAQs. They saw a 40% drop in incoming call volume and a 12% increase in patient-reported satisfaction on surveys, primarily due to reduced wait times and faster responses.
5. Behavioral Health Is Leading—and Setting the Bar for Patient Experience
Why this matters:
Behavioral health services have seen the highest sustained telemedicine adoption post-pandemic. Patients appreciate the privacy, convenience, and comfort of receiving care from home—especially for stigmatized or emotionally charged issues.
This segment of healthcare is inadvertently setting patient expectations for how personal, responsive, and safe virtual care should feel.
Why this is time-sensitive:
Health systems that don’t adapt to this new baseline may fall behind. Tele-behavioral health is showing what’s possible—regular messaging, flexible scheduling, patient empowerment—while many other specialties still operate on clunky, appointment-only models.
Act now by:
- Studying tele-behavioral workflows and applying lessons to other service lines.
- Offering “low-friction” access points for mental health support through your main patient portal.
- Integrating behavioral screenings into general virtual care visits.
Case study:
Lyra Health, a mental health startup, provides patients with on-demand access to therapists, personalized care plans, and coaching through an easy-to-use app. Their employer clients report a 3x increase in employee engagement with mental health services compared to traditional EAPs. Patients cited ease of use and confidentiality as top reasons for using the service.
Wrapping It Up: The Window Is Still Open—But Not for Long
The current moment in telemedicine is not defined by disruption. That already happened. It’s now defined by refinement—by how systems evolve to serve patients better, more thoughtfully, and more personally in virtual spaces.
Yes, telemedicine is still growing. But the chance to lead in delivering truly positive patient experiences—to shape patient expectations, earn long-term loyalty, and build a resilient digital practice—is fleeting.
Wait too long, and you’ll be adjusting to someone else’s standard. Act now, and you help define it.
So whether you’re a solo practitioner, a system executive, or a health tech entrepreneur, consider this your invitation to step forward—not into uncertainty, but into opportunity. Because the future isn’t waiting for perfection. It’s being built by those who understand the power of patient experience—and who choose to act on it today.