Asynchronous communication is quite common as part of daily life. Think about the text messages, portal messages, or emails you send and receive from your Patients/Members. This type of communication does not require a continuous real-time interaction between Patients/Members and Providers. Whereas synchronous communication refers to phone calls, live visits OR even those zoom virtual visits. Synchronous communication happens in real-time, but asynchronous doesn’t require people to be together at the same time.
Both are helpful tools, but today’s healthcare system relies too much on synchronous communication. We believe synchronous communication with a Patient should be done when it’s really valuable such as a physical visit requiring physical check up.
The problem with synchronous communication is that it requires Provider time and attention, and this impacts overall financial and quality metrics for a health system, not to mention that it contributes to Provider burnout. And, if it’s one after another visit, Providers can ONLY be so attentive to their Patients/Members. Asynchronous communication on the other hand can be quite efficient for Providers- Data shows that a typical asynchronous visit can be completed in 3 minutes or less compared with a 20 min in-person visit or a highly efficient 10 min virtual visit. This just translates to seeing more Patients/Members, earning higher revenue and improving Patient/Member access. Further Providers gain additional digital intelligence that allows them to drive best practice adherence techniques, be prepared to answer questions better, and gain Patient/Member insights in easy to use formats. This only then increases the possibility to build additional value for Patients/Members with different technologies like chatbots or true integration into other Patient touchpoints.
While Videoreach, the asynchronous video platform built for healthcare, is useful for many healthcare usecases. See this article, we certainly don’t think it is the ONLY mode of communication that should be used for your Patients/Members. Here are some pros/cons for both synchronous and asynchronous communication.
Synchronous communication pros and cons
Pros
- Personal connection with the Patient/Member
- Face to face means fewer misunderstandings
- You have the confidence that Patient/Member understood
- Can take the conversation in multiple directions
- Can do a physical checkup
Cons
- Not high value if its the same routine standard conversation
- Patient/Member has to be dependent on your schedule
- Hard to be attentive to multiple Patients
- Every time you context switch, you loose an average of 20 minutes
- No automatic documentation
- Hard to manage yourself to be always the most patient, accepting and engaging communicator real-time
- Can not work with Patients who speak a different language then you
Asynchronous video communication pros and cons
Pros
- Time is spent more efficiently on high value engagement
- Your work isn’t interrupted unless its for high value engagement
- You control your time
- Can see more Patients/Members
- Communication is documented
- Videos create an authentic connection
- You are always your best self when you use asynchronous videos
- Can communicate with Patients who speak multiple languages
- Receive Patient/Member responses in your desired format
- Can digest Patient/Member responses before responding
Cons
- Cannot do a physical exam
- Communication has to be as per a script
- Cannot assess Patient facial reactions
- Scripting this maybe a challenge, though we can help
This is where we feel Videoreach can help you build true meaningful connections with your Patients for certain usecases and provide you with flexibility, more time and increased revenue.