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How to Choose a Telehealth Platform

Posted: November 01, 2021

Choosing a telehealth platform can be difficult. There are several factors that you need to consider before making your decision, such as the price of the service, any special features that they offer, and security.

Telehealth platforms are an essential tool for providers and hospitals to improve patient satisfaction and engagement as they adapt to value-based care models.

Here are five things to consider when choosing a telehealth platform.

The User Experience

This is a crucial factor to consider. You want your patients and employees to be able to use the platform easily without any technical issues, such as bugs or application crashes. Make sure that the solution integrates with your workflow, has intuitive navigation and an easy-to-use interface.

You will also want to find out what peripheral devices the platform supports before you purchase. Depending on the specialty of the hospital or provider, they need to be able to get access to live bioanalytics from devices like ultrasounds, pulse ox, otoscopes and vitals monitors.


For security purposes, you need to verify that the platform is HIPAA compliant. This will ensure that your patients' information stays protected and private when their data is shared during chat sessions or video calls, or between different providers and specialists.

You also want to make sure that any videos being shared are encrypted so they cannot be accessed without proper authorization. This data should be encrypted when in transit.

Finally, check if the platform offers multi-factor authentication so that unauthorized users can't access your system.


Prior to purchasing a telehealth platform, make sure that it has good customer support. Even if you don't have any technical issues with the system itself, you'll still need assistance at the very least in the implementation of the software and when training new staff members. It is also important that your patients have access to support should they experience any technical issues or make simple user errors on their devices.

You should verify that the platform offers 24 hour support by phone, email, or chat assistance so that there is always someone ready to answer your questions, even after business hours, weekends, and holidays.


Most telehealth platforms are billed on an ongoing basis--either monthly or annually--so you need to make sure that the pricing makes sense for your budget. The cost of the telehealth platform depends on many factors. From features, to any hardware it will connect to, and the number of providers expected to use the platform. Additional costs can also be involved, such as a one-time setup fee or monthly fees that include IT support and personnel who can assist you in using the platform.

Make sure to also check if there are any hidden costs, such as upgrade fees or maintenance fees.

Scheduling, Messaging, and Video Capabilities

If you plan to use telehealth services for the majority of your patient interactions then you want a platform that supports scheduling, messaging, and video capabilities so patients can choose which method they'd prefer depending on their individual needs.

If the telehealth program does not include these services, then it has to be able to integrate with your existing scheduling, messaging apps, and video conferencing applications.

If you have questions about setting up a telehealth program for your facility, Let’s Talk Interactive is here to help. Contact us today to get started.