Relentless Health Value

Sometimes when I overhear a conversation/argument about telehealth, it occurs to me that there’s a lot of fighting words about some things and very, very little about other things which I’d regard as equally, or maybe even more, important. Some of the sparring tends to jump immediately to tactics and UX (user experience), absent of strategy and CX (customer experience). In my experience, you can’t talk about a user interface until you talk about the overall customer experience and journey and what your goal is. So, here’s what I mean: Let’s take urgent care as an analog. Say a patient goes to urgent care with symptoms consistent of allergic asthma. The NP (nurse practitioner) gives the patient strict instructions to take an antihistamine and Flonase and Flovent. She tells the patient to be sure to make a follow-up with their PCP (primary care provider) to evaluate how it’s going. If the patient doesn’t make a follow-up visit, do we suggest it’s because the live in-person visit should have been telehealth? Or