Success Stories | UPMC

Preparing patients for telemedicine visits

UPMC’s speedy roll-out of video visit set-up instructions saves appointment time


Due to COVID-19, many visits were suddenly converted to virtual, prompting a large volume of patients and clinicians into unfamiliar video visit technology. Technical barriers can waste appointment time, or even intimidate a patient, causing a no-show.


UPMC quickly needed to distribute set-up instructions to all patients who had telemedicine visits scheduled, without burdening clinicians with additional work. Xealth automatically sent education materials to patients with telemedicine as the visit type.

UPMC first created a pdf, then an animated video, to assist patients in setting up their devices for their virtual visit. Rather than adding a manual process to clinics and asking administrators to send the information, Xealth quickly took the assets and distributed them based off the scheduling feed.


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