Sept. 20, 2024
One of the ways we find gaps in care is with member surveys. Our Quality Improvement team regularly surveys members about their health care experience. They ask about customer service, time spent in waiting rooms, how quickly their claims are settled, how effectively their providers manage their conditions and how they perceive their interaction with their health care expert.
From the survey: An area that members suggest needs improvement is the telemedicine experience. The Institute for Healthcare Improvement has some tips on how to get the most out of your telemedicine visit with your patients.
- Eyes on the camera — Look at the camera and not just the video screen to establish virtual eye contact.
- Think about your voice — Lower the pitch of your voice and speak slowly and clearly to help ensure your message comes across; be sure the patient can see your lips to help with comprehension.
- Verify you’ve addressed your patient’s questions or concerns — Make sure that you’ve spent time on what matters most to the patient.
Stay tuned for more Quality Improvement topics.