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The secret is to put yourself in the patients shoes. Like any good idea, you need to tell people about it. Installing a new solution, sitting back and waiting to see what happens, is bound to fail. In answering the question around why one practice has a flourishing telehealth initiative, and another doesn’t, provider intervention and participation plays a big part in the success. Demonstrating how easy it is will set the record straight. There is often a perception that this is complex and requires extra equipment. Chances are, they already have everything they need.

Make sure your patients know what they need and that it probably requires no further outlay from their side. Reassure your patient that they probably have all the tools they need and that it will more than likely not require any outlay from them. I’ve seen a telehealth initiative fail because patients were under the impression that they needed a desktop computer, or the top of the range smart phone to access the solution. No better person to demonstrate than you and the more your practice the more confident you will become too. You can do a dummy consultation with one of your front desk assistants and show how easy and efficient a consultation can be. I love the idea of demonstrating your solution with your staff (and even patients). Make sure that the telehealth solution you choose, can offer some kind of information sharing or training for staff members. When patients have the opportunity to ask about telehealth, especially from their trusted provider, they are going to feel a lot more comfortable about it. Providers also put material in their rooms, inviting their patients to approach their staff about telehealth. Including mention of telehealth in the conversation is one thing, but then you need to encourage your patients to ask questions, so you and your staff need to have the answers at the ready. Make it an easy conversation with the patient, so as not to leave them confused and wary of what are for many, new-fangled ideas and technology. The idea is new enough as it is, throwing in tech speak can be confusing and off putting. Rather stick with better known phrases such as “online appointment”.

stay away from the telehealth jargon, like 'virtual care”. The patient could attach it to their fridge door, not only was it practical, it also served as a constant reminder that the healthcare provider offered such a service in the first place. One highly effective idea I have seen in practice is a fridge magnet that contained the vital information about the telehealth solution. Placing information onto Facebook, LinkedIn and communal circulars is also common practice. Patients like to have something tangible.

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It is not uncommon for practices to have a one pager that they have designed with the benefits to their patients, how to use it, and it’s a great place to include consulting rates. However, those same patients continue to use WhatsApp and email - forms of telehealth albeit not necessarily secure. Most of the time, they didn’t even know they could use it. It potentially takes a fair amount of time and I often see a provider give up after a month or so, saying their patients weren’t interested. The problem with telehealth is getting patients to know that healthcare providers actually offer it. He also remarks that his patients, whilst generally aware of telehealth as a solution, only begin to trust the service once he has introduced the subject.

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He makes mention of the fact that he can generally extend care on the very same day, while charging them less, and often gives a free consult for making use of his solution.

He focuses on the benefits of telehealth to the patient, such as the convenience factor, the fact that they save time and money by not having to drive to his rooms. He speaks to them about it in his rooms and he makes it part of his consultation. I was in conversation with a provider, and asked: How did you get telehealth so right, so quickly? He said, I tell my patients that they are crazy if they don't use it. Be the one to Introduce the benefits of telehealth and start the conversation The following are recommendations and tips, for healthcare providers in general, who are looking to incorporate formalised telehealth into their practices. Possible contenders for understanding the dynamics could include, different patient demographics, or the fact that the solution on offer is easier to navigate in one practice than another.

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