In a move that underscores the profound shifts in our healthcare system caused by the COVID-19 Pandemic, Lee Health Hospital of Fort Myers, Florida, made headlines during the most recent outbreak when it waived all telehealth fees to ease the burden on its network of urgent care centers and emergency rooms. Before the pandemic, telehealth, the practice of “providing care remotely using technology such as video and phone calls, monitoring devices and patient portals” was a rarely-used option that often wasn’t even fully covered by most insurances. As the pandemic continues to drag on, however, telehealth adoption rates have skyrocketed, and today, telehealth is widely understood as a critical technology and saving grace to our ailing healthcare infrastructure. According to a report conducted by McKinsey, “telehealth use has increased 38X from the pre-COVID-19 baseline.”
Unfortunately, as telehealth adoption rates increase, so do rates of fraud. In September of 2021, “more than 43 people in 11 judicial districts were charged for more than $1.1 billion total in schemes relating to telehealth” by the Department of Justice. As investors take into account the rising rates of fraud associated with telehealth and look to the future, some investors on Wall Street wonder if virtual care will be more than just a pandemic anomaly. In February of 2021, telehealth giants like Teladoc and Amwell joined in the ranks of Peloton and other pandemic darlings and took a hit from Wall Street due to “slowing growth.” Despite the concerns from Wall Street, however, Main Street has largely embraced the shift to telehealth. In fact, according to a recent study conducted by McKinsey, “around 40 percent of surveyed consumers stated that they believe they will continue to use telehealth going forward—up from 11 percent of consumers using telehealth prior to COVID-19.” In order to meet the changing needs of consumers and stay competitive during and after the pandemic, both up-and-coming telehealth companies and established healthcare providers will need to act quickly to build premiere digital onboarding experiences while also reducing their fraud rates.
To see some of these tips in action, check out this video about how phone-centric identity secures and accelerates the health passport onboarding process:
Prove has extensive experience helping healthcare providers secure and accelerate their onboarding processes to drive more patient engagement. When a preventative healthcare provider serving over 600,000 community members needed to enable a fast, frictionless, and privacy-enhanced digital experience, they turned to Prove Pre-Fill to provide a streamlined and secure way for consumers to verify their identities online.
By integrating Prove Pre-Fill™, the healthcare client enabled users to securely verify their identities in real time using their mobile phones. The result was a fast, frictionless identity verification process at onboarding that drove a 312% increase in app downloads in the first 10 months after launch.
Users who opted into the Pre-Fill flow completed the registration process 22% faster than those who did not. That 47-second time savings led to a 35% reduction in customer abandonment.
During the four-month pilot period, the solution also achieved an 87% success rate in instantly verifying a user’s identity and auto-filling their personal information with authenticated, accurate data.
As a growing number of patients discover the safety and convenience of accessing care via digital portals, it’s increasingly clear that the shift toward telehealth in conjunction with in-person care is here to stay. Healthcare providers and telehealth startups that will thrive in this new landscape must excel in building trust with patients by providing accessible and frictionless digital patient experiences while simultaneously ensuring the security of consumers' healthcare data.
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