Evaluating a return on investment for virtual care

Experts at a healthcare conference emphasized that financial return on investment is not the only important factor when implementing virtual care technologies. They stressed the need to focus on patient experience, clinical outcomes, and operational efficiency. Three essential aspects to consider for ROI are direct program view, cost avoidance, and downstream benefits. Evaluating costs and benefits, such as billing revenue and improved outcomes, is crucial. Strategies to improve ROI include targeting patients who prefer virtual care, collecting feedback to enhance adoption, and being cautious with automated chatbot programs. It is important to consider ROI early in the planning process and be aware of specific limitations in the local health system.

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