Benchmarking board performance: 500 board reviews later

Unlock evidence-based insights into board performance

Meeting patient needs with telehealth – insights and early trends


As healthcare adapts during the coronavirus pandemic, telehealth usage has surged to meet patients’ evolving needs, according to new research by our healthcare insights partner Press Ganey.

Analysis of over 3.5 million patient surveys indicates that telehealth services if delivered with an understanding of the unique elements of virtual care, can achieve comparable patient experience ratings to in-person visits.

Other key findings include:

  • Top drivers for recommending the care provider in a virtual visit are similar to those of in-person visits and are within the care provider’s control, including demonstrating empathy, involving patients in decision-making, and communicating effectively.
  • Patients’ likelihood of recommending the video visit is driven more strongly by process considerations, such as care coordination around the virtual visit and technology issues.
  • Top challenges for telehealth visits include technology and process measures that impact the doctor-patient connection and impede consistent and reliable communication.
  • Younger patients appear to be more critical of care provider measures than do older patients, while the opposite trend has emerged with process items, where younger patients rate technology items more highly than do older patients, potentially reflecting a higher level of comfort.

Read the full Telehealth white paper here or by downloading it below.

Healthcare insights

Transforming healthcare organisations through patient-centred care

Insync has been a long-time supporter of the Australian healthcare sector, having worked with over 100 health & aged care organisations the last 15 years.

Practical ways to improve patient safety in healthcare – identifying the specific factors that have the greatest impact

Insync's research, based on data from 16,000 clinical staff from 36 Australian health care facilities, indicates that fostering a positive hospital safety climate ...

Four steps to help healthcare leaders break down silos

Insync's strategic healthcare partner Press Ganey leads the US and the world with their Patient Experience transformation solutions. This article was published by ...