Technology has changed the way in which people communicate and relate one-to-another. Technology is now a part of our lives, and you cannot look anywhere without seeing some form of technology whether it’s the TV, the fridge, your smartphone, or the washing machine. Technology has invaded every industry and the healthcare sector is no exception.
Medical practices the world over, now boast of medical IT support teams that are ready to help and assist clients when they need help. While audio-only conversations work just fine, we now have access to a variety of video communication systems that can go a long way in personalizing service to customers.
The Virtual Healthcare Staff
Medical practices are now run with more efficiency than in days gone by. Today we have medical IT support on standby to help facilitate dialogue and exchange between the patient and the healthcare providers.
While phone and online chat platforms are great for discussing minor complaints, when it comes to addressing bigger issues, wouldn’t it help to have some form of video chat to help calm patients? Visual communication is extremely important especially in the healthcare industry as it helps to assuage the patient’s fears and builds trust between the two parties.
We are not discrediting the role played by non-visual communication channels such as phone and email. When it comes to customer satisfaction, medical practices must go above and beyond to make sure that clients are well-taken care of. Communication between healthcare providers and patients can be a matter of life and death. This is why visual communication can be quite useful.
In fact, some doctors already use the available video freeware to follow and assist in operations carried out half-way across the world. Such collaborations would almost be impossible with audio-only conversation. If ever there was an industry that seriously needed to look into the incorporation of video services into their customer support structure it’s the healthcare sector.
The Disadvantages of Video Services in the Health Care Industry
The benefits of employing video in conversations are numerous and almost obvious. However, there are equally almost as many disadvantages of using video in medical practices. One of the biggest issues is probably the fear of invasion of privacy. It’s not uncommon for larger institutions to record conversations between clients and the medical IT support in a bid to try and improve customer service delivery. In such situations, patients should be informed that their call is going to be recorded. With that being said, it wouldn’t be surprising to discover that the number or patients willing to have a medical checkup or discuss their medical concerns via a video call will significantly reduce.
Another issue is the cost of having to train and possibly hire new staff to handle these video calls. It is highly unlikely that any medical practice will be willing to incur such a cost unless the possible advantages significantly outweigh the disadvantages.
Poor video quality on either side can also disrupt the quality of service that the healthcare providers can offer. This can lead to frustration on both sides.
Video chat cannot be ignored completely as it does have its own set of advantages in the medical field. At the same time, until better solutions can be devised about the disadvantages, such as high cost of training staff, it’s going to take a while before we start seeing video support within healthcare industries become the norm.