What Do Patients Want in a Telehealth Experience?
Patients expect ongoing support, greater control, and more from virtual care.
When it comes to virtual care, convenience and accessibility are just the starting point. In a rapidly evolving digital healthcare landscape, organizations that truly listen to patients’ needs will set themselves apart.
To remain competitive, it’s essential to go beyond the basics and deliver a telehealth experience that genuinely resonates. So, what are patients really looking for in telemedicine today? Let’s dive into the key features and expectations shaping the future of virtual care.
1. Patients desire continued care support
One of the things patients love about telehealth is how easily they can connect with a provider about their concerns.
The virtual care landscape is designed to alleviate many of the common barriers individuals face when accessing medical assistance. For instance, patients can have symptoms at 8:00 am and be on with a provider in 30 minutes
From the patient's perspective, telehealth makes the process from symptoms to solution quick, timely, and efficient. However, once the patient disconnects from the virtual interaction, support often takes a back seat.
Prioritize continuity of care and follow-ups
Companies should make follow-up care a top priority. Too often, patients leave telehealth appointments without updates on their symptoms, clarity about medication effectiveness, or confirmation that they’ve connected with referred providers.
In fact, a 2022 survey found that many patients still had lingering questions or confusion after their virtual visits—highlighting the need for proactive, ongoing communication after each appointment.
When virtual clinics fail to follow up between and after appointments, they miss out on the benefits associated with continued care, such as:
Fewer hospital admissions
Decreased mortality rates
Improved medication adherence
Better patient satisfaction
Reduced healthcare costs
2. Patients want more personalized healthcare
It’s no secret that healthcare organizations have access to large amounts of patient behavior data. From patient histories and claims data to insights from wearables - there’s no shortage of information. However, according to McKinsey & Company, healthcare stands to benefit greatly by applying data-driven best practices already mastered by other consumer-led industries.
Use data to educate patients and market more effectively
Compared to retail or tech businesses, more than double the rate of consumers voluntarily share their data with healthcare institutions.
Virtual care companies can leverage remote monitoring, electronic medical records, and other technologies to enhance the end-to-end telehealth patient experience. This may involve sending patients customized information that helps them manage their chronic conditions and scheduling appointments based on their individual preferences (e.g., sending a text versus making a phone call).
It could even mean customizing engagement interfaces, such as email campaigns and landing pages. Research shows that 96% of consumers state that they’re more likely to purchase when brands send personalized messages. Therefore, companies delivering virtual care should take advantage of that, as it directly impacts their bottom line.
Use AI to personalize the patient telehealth experience
Artificial intelligence (AI) is transforming the patient journey and potentially improving healthcare outcomes, thanks to its multiple applications.
For instance, a physician can utilize an AI-powered clinical decision support system during a telehealth encounter to obtain evidence-based treatment recommendations. It’s also possible for AI to perform predictive analytics by evaluating patient data to spot early stages of disease. Virtual care providers could even integrate AI chatbots to help address patient needs outside of traditional office hours. The options are truly endless with AI and are quickly revolutionizing how patients will approach healthcare services in the future.
Personalize experiences, but still protect patient data
With great data comes great responsibility. Always safeguard patient information and follow HIPAA and FTC guidelines. Personalization should never come at the expense of privacy.
3. Patients want to feel represented
Another way to customize the telehealth experience is to make sure patients can see themselves represented in the information companies share. However, if a group doesn’t see imagery and/or other elements that make them feel seen, heard, and welcomed, they’ll go elsewhere.
There are several ways to enhance the telehealth patient experience so patients feel more included, such as providing language accommodations. If sharing education or marketing materials, some examples of improving representation include:
How can you create a more inclusive experience?
Offer language accommodations and use a variety of voice-over artists
Use gender-neutral terminology and diverse visuals
Consider socio-economic differences and represent a range of abilities, skin tones, and body types
When patients feel represented, they’re more likely to trust your platform and engage with their care. The World Health Organization and leading health systems emphasize that inclusivity and accessibility are essential for optimal virtual care adoption.
4. Simple, Flexible Technology
While many patients are now comfortable with video visits, technology can still be a barrier—especially for older adults or those with limited internet access. The most successful telehealth platforms offer multiple ways to connect (video, audio-only, secure messaging) and provide robust technical support.
Research shows that the most common patient barriers to telehealth use are unreliable internet and poor video/audio quality. In 2024, 77% of patients reported having regular access to a smartphone, but only 54% had reliable Wi-Fi, underscoring the need for flexible solutions that work across devices and connectivity levels.
What does this look like in practice?
Offer multiple ways to connect: video, audio-only, secure messaging, or patient portals
Provide accessible technical support to help patients troubleshoot before their appointment
Design your platform so even those with minimal tech skills can navigate it easily
The goal is a seamless experience. If a patient can’t log in, they can’t get care.
5. Patients want control
Today’s patients don’t want to wait weeks for care. They want healthcare to fit into their lives, not the other way around. If your virtual care platform can’t deliver on-demand, flexible options, they’ll find one that does. According to a 2024 J.D. Power study, convenience and speed are the top reasons patients choose telehealth, but satisfaction varies widely based on how much control and flexibility they’re given.
Ways to give patients more control:
Self-scheduling and self-check-in
Connecting from anywhere—home, work, or on the go
Options for weekend appointments or express care
Easy access via phone, tablet, or computer
The ability to choose between virtual and in-person care
The more choices you offer, the more empowered your patients feel. Flexibility, convenience, and control are now must-haves, not nice-to-haves.
Patients Expect More—And They’re Willing to Shop Around
Convenience, discretion, and accessibility are now the baseline. Patients want ongoing support, personalized touchpoints, true representation, easy-to-use technology, and more control over their care. If you can’t provide it, someone else will.
At OpenLoop, we get it.
Our white-label telehealth platform is built to help you deliver a patient experience that’s not just convenient, but truly exceptional—customized, scalable, and seamless from start to finish.
Our full suite of services includes:
Ready to elevate your virtual care experience? Contact us today to learn more!