A significant shift is underway as consumers increasingly turn to telehealth for mental health services, signaling a growing acceptance of this innovative approach to healthcare delivery.
Roy Schoenberg, co-founder of Amwell and executive vice chairman of Amwell’s board of directors, believes that telehealth presents a unique opportunity for patients to access behavioral healthcare, citing the ease of use and desire for privacy as key factors driving its appeal. “When it comes to mental health services, the convenience and confidentiality offered by telehealth make it an especially attractive option,” he explains.
However, Schoenberg sees even greater potential for telehealth to transform the healthcare landscape in ways that extend far beyond its current applications. During a recent conversation with Chief Healthcare Executive at the HLTH Conference, he shared his vision for the future of telehealth and its potential to revolutionize the way healthcare is delivered.
Schoenberg confesses that he is “losing sleep in a good way” as he contemplates the vast possibilities that telehealth offers. “We’re still thinking about how these technologies can help facilitate traditional healthcare, such as virtual consultations, but we’re missing the bigger picture,” he says. “These technologies can actually surface in entirely new contexts where healthcare is needed but currently lacking.”
Schoenberg points to the space between visits, “where patients live with their healthcare reality, but are often alone,” as an area where telehealth can make a significant impact. For patients with cancer, chronic conditions, or those simply aging, he believes that telehealth offers untapped potential to provide support and companionship in the comfort of their own homes.
“We’re on the cusp of completely reimagining the utility of our entire healthcare system, and that’s a truly exciting prospect,” Schoenberg says. “By harnessing the power of telehealth and artificial intelligence, we can create a new kind of healthcare companionship that empowers patients to take control of their health in ways that were previously unimaginable.”
Telehealth offers more than just convenience; it also provides a unique opportunity for patients to establish and maintain meaningful relationships with their behavioral health providers. Schoenberg notes that smaller, more frequent touchpoints can help keep the relationship alive, and that providers can use digital tools to send messages, reschedule appointments, and maintain connections with patients.
“We’re seeing that digital interactions are often easier for patients to sustain, and that they’re more likely to stick with behavioral health services as a result,” Schoenberg says. “This allows the behavioral health relationship to deliver value over time, which is a game-changer for patients and providers alike.”
Furthermore, telehealth provides patients with greater flexibility and continuity of care, even in the face of life changes such as relocation or changes in work schedule. “People are changing jobs, moving, and experiencing other life transitions, but telehealth allows them to maintain their relationships with their behavioral health providers,” Schoenberg explains.
Despite the many benefits of telehealth, Schoenberg acknowledges that there remains a shortage of mental health clinicians. “There simply aren’t enough providers to meet the demand,” he says. “However, telehealth can help alleviate some of these challenges by enabling clinicians to work remotely and offer more services to patients.”
Looking ahead, Schoenberg hopes to see a more nuanced conversation about telehealth’s potential and its role in transforming the healthcare landscape. “It’s not just a video conferencing system; it’s a logistical infrastructure that can change the way we distribute healthcare,” he says.
While many patients have reported positive experiences with telehealth, some consumers have expressed dissatisfaction, according to a recent J.D. Power survey. Schoenberg believes that this is due in part to the proliferation of telehealth providers, which can create confusion for consumers who prefer to interact with clinicians, practices, or health systems they already know and trust.
“I think we, as an industry, have failed to effectively communicate the power of these technologies to consumers,” Schoenberg says. “Healthcare is being transported into people’s reality through these technology pipes, and it needs to align with the brands and services they trust. It’s on us to make that happen.”
