Telemedicine: A Patient’s Perspective

AT A TIME when convenience is a leading motivator in consumer decisions, telemedicine has evolved as one of the fastest-growing trends in the healthcare industry. The concept offers round-the-clock physician access via phone or video consultation, and even includes access to prescription medications. Telemedicine is often touted for eliminating the waiting room experience and improving access to care for those who live in remote or rural areas. According to a 2015 report by market intelligence firm Tractica, telemedicine video visits are expected to soar from 19.7 million visits in 2014 to 158.4 million visits annually in 2020.¹

For Jamie Stewart, telemedicine has helped manage a number of chronic conditions without the added stress of a long commute for doctor visits. Stewart’s diagnoses include chronic inflammatory demyelinating polyneuropathy (CIDP), small fiber neuropathy and secondary adrenal insufficiency. He is currently retired due to his medical conditions, and he accesses his physician via telemedicine twice a year.

Q. What technology or device do you use to connect with your doctor?

A. My telemedicine is through the Department of Veterans Affairs (VA). Its telemedicine system offers access through a secure software program. The system allows me to actually see my doctor on my computer screen, and I feel like I am seated in her exam room. I have never experienced any type of malfunction.

Q. When did you first use telemedicine?

A. My first experience was in 2013. As someone who lives 400 miles round trip from my VA neurologist, telemedicine allows me to see my doctor without having to spend an entire day driving.

Q. What were you seen/treated for?

A. Telemedicine is often utilized for continued care of CIDP. The agreement my doctor and I have is that as long as things remain stable, I can continue to utilize telemedicine. We both are aware if things change that I could be required to be examined in person. I have a telemedicine session at least once every six months.

Q. For patients with concerns about telemedicine, what advice would you offer?

A. There are a few considerations concerning the use of telemedicine. First is security. For instance, what technology is being utilized, and is this technology secure? I would suggest patients ask providers for as much information as possible so they can research and determine if the software/hardware being used is, in fact, secure. The second consideration is more practical and has to do with hearing clearly during medical visits. Patients need to make sure the speakers and microphone they’re using are of good quality and provide enough volume and clarity so they can understand their doctor and their doctor can understand them. Visually, they want to make sure the camera and monitor allow them to see one another clearly. Video resolution should allow them to “show” something, if necessary, to their doctor. The only other consideration is the network connection if using a computer. A high-speed Internet connection is key to ensuring a satisfactory telemedicine experience. Without a high-speed connection, there could be instances of buffering, lags, jitters or disconnections.

Q. How long are most of your telemedicine visits?

A. Since a telemedicine session is essentially an office visit, time is critical. Anything that can cause delays will make for a poor experience. My provider allows for possible complications due to technology. My session is always scheduled for 30 minutes versus the normal office visit, which is typically 20 minutes.

Q. How does telemedicine work with your health insurance?

A. I have only used telemedicine through the VA, so I am unaware if my health insurance company would have issues with a provider using this technology.

Q. Do you think this method of seeing patients is as effective as in-person visits?

A. I feel a telemedicine session is a great use of time and resources when the appointment is a follow-up or does not require the provider to employ touch diagnostics to diagnose. Since my appointments are to discuss any changes in my chronic condition, my provider doesn’t need to employ touch diagnostics. But, both provider and patient need to be aware of any technology limitations, and they need to embrace it. Patience and understanding are essential.