Brokers, HR professionals and benefits managers have an age-old struggle before them when it comes to introducing new health care technology and increasing adoption rates for employees. It's a challenge I'm familiar with, because while 74 percent of employees are interested in telehealth and taking advantage of their health care benefits, many employers, HR professionals, and benefits managers are only seeing a 15 percent to 25 percent adoption rate of telemedicine.

Thankfully, with a bit of planning, many brokers and HR professionals have seen the benefits of telemedicine in the diverse populations they serve. For example, when employers have a fully-integrated telehealth program alongside their other health care offerings, on average, employers see an increase in productivity, decrease in absenteeism and sick days, and a boost in employee happiness and quality of life.

Telemedicine leads to more convenient, accessible care, health cost savings to employers, and increased patient engagement. So many benefits professionals are asking themselves: What do I need to do to increase telehealth adoption? Below are proven methods that I've seen increase telemedicine adoption, with tactics on how to educate employees about everything telehealth can provide.

1. Offer comprehensive telehealth training

When asked why employees don't take advantage of their telehealth visits, 18 percent of employees are unaware their benefits package covers it. But more often than not, employees aren't aware of how versatile telemedicine is.

For example, do your clients' employees know that they can schedule a telemedicine visit for cold and flu season, or that telemedicine platforms have registered psychologists that they can visit in the privacy of their own home? Employers should address the basics: what conditions can telemedicine treat, how can I access it, and which providers are offered?

2. Include telehealth in the onboarding process

We work with professional services firms with employees who are travelling for work on a weekly basis. Part of the onboarding process for their employees is to register for telemedicine so that they can easily access a doctor when they need it, whether they are at home or on the road. As a result, the client has seen incredible engagement with telemedicine and this tactic has been really effective in driving utilization.

3. Demystify differences between telehealth and telephone

There's a common misperception that telehealth and telephone visits are the same thing. Patients wonder: How is a doctor going to know what's wrong with me if they can't see me?

Reality is very different. Video visits are more like personal house-visits by a doctor or mental health professional, and they're not limited by geography. Regarding the patient experience, the patient sees the face of an empathetic doctor — a professional with years of experience in observing the nuances of patient nonverbal cues — which helps inform their understanding of the needs of the patient. Virtual “face time” increases the bond with the patient and improves the quality of patient care. The patient can create a rapport and relationship with their provider, which is reminiscent of their existing relationship they already have with their PCP.

4. Destigmatize mental health offerings

While more and more health care providers and health care packages are offering access to mental health treatment, there's still a huge stigma around receiving proper mental health care. In fact, according to Mental Health America, 56.5 percent of adults with mental illness received no past year treatment, and for those seeking treatment, 20.1 percent continue to report unmet treatment needs.

Much like the relationship employees can form with a medical doctor through telemedicine, they can also form a relationship with mental health providers. In fact, clients with rural populations have remarked that the mental health offerings are excellent, as there is a shortage of mental health providers in certain areas. To increase adoption of mental health offerings, inform employees that psychological treatment is covered by telemedicine in printed materials and trainings, emphasizing the convenience and easy accessibility.

5. Focus on family friendliness

Do your clients have an office culture that likes to think of itself as family-friendly? Check in with the parents in your clients' offices to see if they're aware that telehealth covers their kids, operates in multiple different time zones, and allows parents to book last-minute, easy-to-schedule appointments that can be incorporated into their busy, on-the go lifestyles.

I can't tell you how many times I've heard a parent say how telemedicine saved them either late at night or on vacation. We hear often that parents will use telemedicine to get their children care either in the off hours (i.e., late at night) or for the convenience. One client remarked how she was able to get care for her son without having to drive with her other two healthy kids to the doctor's office where she would have exposed them all to germs. The convenience has been paramount for parents.

6. Create an AMA or monthly “did you know?” events

Sometimes packets of information collect dust and go unread by employees. Instead of relying on handouts, make sure education and health care training sessions feel more like events and experiences. You could have a monthly online “AMAs” where employees can anonymously ask questions about their benefits packages and responses can serve as a future reference.

Or, why not gamify proactive, healthy behavior to promote healthy habits company-wide? You can create leaderboards that feature the names of employees who have taken advantage of health care offerings and offer awards or prizes. Who said health care has to be dry?

While we can't leap through the screen and touch the patient with video telemedicine, patients can immediately get answers from board-certified doctors, getting their health care issues treated faster. This means patients are more likely to reach out, engage with physicians and prioritize their health and wellness. By offering comprehensive telehealth training, demystifying the process, emphasizing family friendliness, and making telehealth something for coworkers to be excited about, you can increase telehealth adoption and make it a benefit all of your clients' employees can get behind.

Instant Insights /

6 ways to increase telehealth adoption

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