Channel management in virtual care

Many virtual care initiatives focus heavily on video visits, essentially mimicking face-to-face visits. Meanwhile, clinicians in established settings continue to use the oldest modality, phone calls, and some use the most ubiquitous, asynchronous messaging. The latter, along with live chat and chatb...

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Autores principales:	Matt Desruisseaux, Vess Stamenova, R. Sacha Bhatia, Onil Bhattacharyya
Formato:	article
Lenguaje:	EN
Publicado:	Nature Portfolio 2020
Materias:	Computer applications to medicine. Medical informatics R858-859.7
Acceso en línea:	https://doaj.org/article/fdf527e599584ed9913da78da27c0ab9
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spelling	oai:doaj.org-article:fdf527e599584ed9913da78da27c0ab92021-12-02T17:04:08ZChannel management in virtual care10.1038/s41746-020-0252-42398-6352https://doaj.org/article/fdf527e599584ed9913da78da27c0ab92020-03-01T00:00:00Zhttps://doi.org/10.1038/s41746-020-0252-4https://doaj.org/toc/2398-6352Many virtual care initiatives focus heavily on video visits, essentially mimicking face-to-face visits. Meanwhile, clinicians in established settings continue to use the oldest modality, phone calls, and some use the most ubiquitous, asynchronous messaging. The latter, along with live chat and chatbots, could be transformative if workflows were redesigned to incorporate it. With multiple modalities now available for use in virtual care, the central problem is to direct patient-provider interactions to the channels generating the most value. Marketers call this channel management and use sophisticated approaches to implement it. We propose an adaptation of channel management to virtual care and discuss anticipated challenges to its implementation.Matt DesruisseauxVess StamenovaR. Sacha BhatiaOnil BhattacharyyaNature PortfolioarticleComputer applications to medicine. Medical informaticsR858-859.7ENnpj Digital Medicine, Vol 3, Iss 1, Pp 1-3 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	Computer applications to medicine. Medical informatics R858-859.7
spellingShingle	Computer applications to medicine. Medical informatics R858-859.7 Matt Desruisseaux Vess Stamenova R. Sacha Bhatia Onil Bhattacharyya Channel management in virtual care
description	Many virtual care initiatives focus heavily on video visits, essentially mimicking face-to-face visits. Meanwhile, clinicians in established settings continue to use the oldest modality, phone calls, and some use the most ubiquitous, asynchronous messaging. The latter, along with live chat and chatbots, could be transformative if workflows were redesigned to incorporate it. With multiple modalities now available for use in virtual care, the central problem is to direct patient-provider interactions to the channels generating the most value. Marketers call this channel management and use sophisticated approaches to implement it. We propose an adaptation of channel management to virtual care and discuss anticipated challenges to its implementation.
format	article
author	Matt Desruisseaux Vess Stamenova R. Sacha Bhatia Onil Bhattacharyya
author_facet	Matt Desruisseaux Vess Stamenova R. Sacha Bhatia Onil Bhattacharyya
author_sort	Matt Desruisseaux
title	Channel management in virtual care
title_short	Channel management in virtual care
title_full	Channel management in virtual care
title_fullStr	Channel management in virtual care
title_full_unstemmed	Channel management in virtual care
title_sort	channel management in virtual care
publisher	Nature Portfolio
publishDate	2020
url	https://doaj.org/article/fdf527e599584ed9913da78da27c0ab9
work_keys_str_mv	AT mattdesruisseaux channelmanagementinvirtualcare AT vessstamenova channelmanagementinvirtualcare AT rsachabhatia channelmanagementinvirtualcare AT onilbhattacharyya channelmanagementinvirtualcare
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Channel management in virtual care

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