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How Virtual Triage Can Improve Patient Experience and Satisfaction: A Narrative Review and Look Forward
George A Gellert1, Joanna Rasławska-Socha2, Natalia Marcjasz2
1Infermedica, San Antonio, Texas, USA.
Telemedicine Reports
|October 11, 2023
Summary
Virtual triage (VT) can improve patient experience and satisfaction by enabling earlier, more appropriate care and reducing unnecessary facility visits. This digital front door enhances healthcare engagement and personalization for patients.
Area of Science:
- Health Services Research
- Digital Health
- Patient Experience
Background:
- Patient experience and satisfaction are key metrics in healthcare delivery.
- Emerging technologies like virtual triage (VT) offer new avenues to improve these metrics.
Purpose of the Study:
- To review and synthesize literature on the impact of virtual triage on patient experience and satisfaction.
- To assess the potential of VT to enhance healthcare delivery objectives.
Main Methods:
- Literature review and synthesis of existing evidence.
- Analysis of studies examining patient interactions with virtual triage systems.
Main Results:
- Virtual triage can improve clinical effectiveness through early detection and appropriate referral.
- VT can reduce avoidable care and divert patients to more suitable outpatient settings.
- Digital triage offers personalized engagement, reduces facility visits for low-acuity conditions, and mitigates risks associated with healthcare facility attendance.
Conclusions:
- Virtual triage holds significant promise for enhancing patient experience and satisfaction.
- Implementing VT as a front door to healthcare can lead to more efficient, appropriate, and personalized care delivery.
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