By Derek Strauss, Co-founder and COO, Tellescope.
In 2021 patients expect a digital health experience that is on par with their favorite consumer brand. While COVID has forced many healthcare services to rapidly adopt digital services, we’re still a long way from giving patients and the organizations managing these new services a good experience.
From a patient’s, perspective being able to text, email, or video chat with their doctor is increasingly becoming a must-have for the “modern patient experiencet”. In 2019 alone, 91% of patients survey by DrFirst wanted the ability to text a care team member. 
While some organizations have either built or bought tools that allow them to meet their patient’s expectations, the result has largely resulted in an inefficient workflow for care team members given the number of tools required to complete the job. In addition to that, it provides care team members with an incomplete view of a patient given that data is often being stored in separate places.
What do patients want?
Patients want care to be convenient and personalized to them. As the common saying goes “no two people are alike”. Whether it’s their preference of how they receive care such as in-person, video, text, etc, or how thorough of an explanation they want about a diagnosis, the saying holds true.
The 2019 NRC Health Healthcare Consumer Trends report found that 51.3% of patients value convenient access to care more than anything when deciding whether or not to stay with a provider.  To meet the demand from their patients, companies have had to scramble to find viable options that make care convenient. However, this additional convenience comes at a cost for care team members managing the process.