Service & Experience with J. N. Halm: When healthcare goes online: Understanding patient engagement in remote healthcare consultations

I have a complicated relationship with health facilities. I disliked being around sick people. Yet, I believe that sometimes a hospital visit can help. I've noticed this with my children too.

However, recent trends suggest that in-person hospital visits may decline. Remote medical consultations are becoming more popular. I haven't tried one yet, so I'm unsure how they work. Meeting my doctor through a screen feels impersonal to me.

But maybe that's the future of healthcare, and we need to adapt. History shows that those who resist change often fall behind. People who have used remote consultations report different experiences.

These consultations happen in comfortable environments like homes or offices. Patients tend to feel more relaxed during these sessions. The biggest difference is how involved patients are in their care.

In remote consultations, patients prepare symptom lists and have medications ready. They must be mentally engaged, unlike traditional visits where doctors lead more of the process. Customer participation isn't new; it's part of service delivery.

Patients actively engage in services, which varies by type of service provided. This shift in patient engagement is crucial after the pandemic accelerated telehealth adoption worldwide.

A study published in June 2024 explores patient engagement in remote consultations. It offers insights on improving telehealth systems.

The Three-Dimensional Nature of Engagement

The study reveals that patient engagement has three dimensions: cognitive, emotional, and behavioral.

Cognitive engagement involves how attentive a patient is during the consultation. For example, researching symptoms and preparing questions shows high cognitive engagement.

Emotional engagement relates to feelings about the remote process—comfort with technology and trust in care quality matter here.

Behavioral engagement includes actions taken before, during, and after the consultation—like setting up technology and following treatment plans.

These dimensions interact throughout the patient's journey and affect consultation effectiveness.

The Patient Journey

Patient experience extends beyond just the video call with healthcare providers. It includes three stages: before service, during service, and after service.

Before the consultation, patients schedule appointments and prepare health information. Providers can enhance engagement by offering clear instructions and reminders at this stage.

During the consultation itself, interaction quality is crucial for meaningful engagement across all three dimensions mentioned earlier.

Afterward, focus shifts to follow-up care and adherence to treatment plans—this stage is vital for long-term success but often overlooked.

The Contextual Factors

Every patient has unique circumstances affecting their remote consultation experience. The study identifies nine contextual factors influencing patient engagement—like age or internet access issues.

For instance, elderly patients may struggle with technology while younger ones find it convenient. Rural patients might avoid travel but face connectivity challenges instead.

Understanding these factors helps tailor remote services for diverse populations effectively.

Measuring What Matters

To improve services effectively, measuring patient engagement is essential. The study suggests metrics beyond satisfaction surveys—like preparedness and participation levels during consultations.

Providers could track pre-consultation form completion rates or post-consultation adherence to treatments as well as active participation during discussions.

Analyzing this data helps identify areas needing improvement for better outcomes.

The Cyclic Nature of Engagement

An innovative aspect of this research is recognizing that each remote consultation influences future experiences.

Past experiences shape expectations for subsequent interactions.

This cyclical view emphasizes continuous improvement in telehealth services through feedback collection and data analysis.

Healthcare providers should adopt a long-term perspective rather than treating remote consultations as temporary solutions.

Investing in training for providers and refining patient experiences based on feedback will enhance telehealth services significantly.

A New Frontier in Healthcare Delivery

As we navigate between traditional healthcare and digital options, understanding patient engagement becomes essential.

The framework from this study provides guidance for navigating this new landscape effectively.

Recognizing multidimensional engagement allows providers to unlock telehealth's full potential.

The future of healthcare relies not only on technology but also on fostering meaningful connections between patients and providers.

Well-designed telehealth services offer convenience alongside personal care elements when executed correctly.

Focusing on patient engagement will ensure that remote consultations deliver accessible and effective care moving forward.