Why 2021 Patient Experience Will Be Tied to Telehealth Success

Although patients are returning to ambulatory settings, the demand for telehealth is expected to continue in 2021, and potentially grow, as more patients become acclimated to virtual encounters. Recognizing the current trajectory of remote care adoption, the Agency for Healthcare Research and Quality (AHRQ) updated its Clinician and Group CAHPS Survey (CG CAHPS) in response to the large-scale adoption—a movement that has notable implications for payers and healthcare providers.

Healthcare organizations need to be open to changes that can foster a more positive patient experience. If, say, patients want the ability to connect with clinicians on weekends, when their practice’s office is closed, the practice may want to partner with a telehealth vendor that employs a roster of on-call physicians with flexible hours.