Posted By Dayna Riddle On June 28, 2022

Providing a Better Telehealth Experience

better telehealth experience

During the first quarter of 2020, telehealth visits increased by 50% due to the COVID-19 pandemic. Forward to today, and telehealth appointments are still a significant percentage of health visits. 

As more clients experience this convenient tool, they provide valuable perspectives on the best ways to receive remote care. According to a recent study, clients gave feedback about the areas where telehealth can succeed. Read more to learn how to create a better telehealth experience for your clients and why using an EHR embedded telehealth tool is your best solution. 

Customer Service

According to the survey, clients frequently mentioned how customer service can make or break their telehealth experience. A top-notch telehealth solution, supported by your EHR, should not only be supported with great service pre-purchase but also during implementation with training and ongoing assistance. A customer service team should be able to assist with any questions you have about the telehealth experience, and troubleshooting software issues should take no longer than 24 hours. A solution with a great EHR team behind it gives you and your clients peace of mind when there are questions about an application or program. 

Clients also appreciate a platform that is easy to use. Choose a browser-based telehealth app so that clients can join their visits from any computer, tablet, or smartphone, anywhere they are.  Frequent software updates are another way to receive care unique to your organization, creating a better telehealth experience for your clients. Some EHR programs also provide Health Director User Groups (HDUGs) to ensure you are taking advantage of all the services your EHR has to offer and identifying areas where you need more specialized capabilities for your clients. 

better telehealth experience


A frequent complaint of clients was about filling out online forms. People complained that the forms were too long and repetitive. Your EHR may be able to provide customized forms for you that you can adjust based on feedback from your clients. This limits the time spent on filling out forms and increases the time spent receiving care.

Clients also mentioned in this survey that they appreciated when providers quickly sent out referrals or treatment plans. An embedded EHR telehealth system ensures you won’t have to switch between programs or screens while trying to go through documentation. This makes the process more efficient and saves you time sending out plans to the client. With an embedded telehealth tool, you can even share your screen with your clients and create treatment plans together.

Your telehealth application can be easy for schedulers, practitioners, and patients, creating a better experience for everyone involved.

Communication of Security and Trust

Many clients turn to the internet to learn about health issues and address medical concerns, according to the Pew Research Center. They found that 35% of adults in the U.S. go online to figure out their medical conditions. A way to combat this is to ensure your clients know your solution is trustworthy and that their medical information is safe and secure, even through a virtual visit. An EHR vendor can assist by providing a HIPAA-compliant telehealth tool and training your staff with best practice security measures.

Clients need a telehealth experience where they know their information is confidential and in the right hands. The solution should allow users to schedule, conduct and document virtual visits directly within the EHR. They should also provide contingency plans in case of cyberattacks or other emergencies, along with frequent backups of client data. When selecting a telehealth option for your clients, take confidence in an EHR embedded telehealth solution due to its robust features designed just for them.

About Patagonia Health, Inc.

Patagonia Health is a living Electronic Health Record (EHR) software designed to meet the complex needs and desired health outcomes of Public Health and Behavioral Health organizations. Our federally certified, easy-to-learn platform includes integrated practice management and billing software so you get one end-to-end solution. Employee-owned and organically grown, our mission is to support your business with software and service that allows you to provide your patients with the care they deserve. If you’d like more information about our solutions, contact us today.

About Dayna Riddle

Dayna is a marketing associate at Patagonia Health, an Electronic Health Records (EHR) software company serving Public and Behavioral Health departments across the United States. She creates content, manages social media, and assists in marketing strategies, while supporting her efforts with a passion for health.