What is telehealth? A beginner’s guide for providers

With patient expectations shifting and digital solutions becoming more prevalent, telehealth has become a standard offering. According to Tebra's 2024 Patient Perspectives report, patient preference for virtual appointments remains steady, with almost one-third engaging in telehealth consultations in the past year.

For providers new to virtual care, understanding the basics of telehealth is essential to meeting patient needs and remaining adaptable to patient expectations in today’s competitive healthcare landscape. 

Below, we break down what you need to know to confidently incorporate telehealth into your business strategy for your practice.

Telehealth is the practice of using digital health platforms and other technologies to deliver healthcare services remotely. This includes all manner of virtual care and services, from video visits to phone consults, remote patient monitoring, digital patient portals, and other methods of virtual care. While originally designed to serve patients in rural areas with limited access to providers or specialists, telehealth has now become mainstream across all practice types and specialties. 

“Telehealth, or telemedicine, really took off during COVID, when doctor offices were either closed aside from emergencies, or due to patient hesitancy to venture outside their homes during that time period,” says Dr. Jesse P. Houghton, Senior Medical Director of Gastroenterology at Southern Ohio Medical Center. “When both providers and patients realized how convenient telehealth visits were, the groundwork was laid for long-term integration of telehealth services.”

Unlike traditional in-person visits, telehealth allows providers to:

Although often used interchangeably, telehealth and telemedicine aren’t quite the same thing. Telemedicine specifically refers to clinical services provided remotely (like diagnosing and treating patients via video, sometimes referred to as a “virtual doctor visit”), while telehealth encompasses a broader range of remote healthcare services. 

In practical terms, telehealth includes:

When it comes to deciding on telemedicine vs. telehealth for your practice, it’s important to understand that telehealth is a more comprehensive term and practice. Using the correct term will help you more accurately communicate with patients and potential technology partners. 

Implementing telehealth in your practice is likely more straightforward than you’d think. Most systems operate through secure, Health Insurance Portability and Accountability Act (HIPAA)-compliant platforms that integrate with your existing practice management software and electronic health record (EHR).

A typical telehealth provider visitor workflow might look like this: 

The technology requirements are minimal, as practices simply need a computer with a camera and microphone, reliable internet connection, and HIPAA-compliant software. Patients most commonly connect using their smartphone, tablet, or personal computers.

If you’re new to virtual care, you may wonder, what is a telehealth appointment? The truth is, they follow much of the same structure as an in-person visit, with a few key differences.

✅ Before the appointment, you’ll need to review the patient’s record and ensure your technology is working properly. Many providers find it helpful to have a brief “tech check” with staff before beginning patient sessions.

📢 During the visit, clear communication becomes even more important. Telehealth best practices like speaking slowly, looking directly at the camera, and checking for understanding frequently, help maintain the patient-provider connection.

📱 A reliable wireless connection is important for both the provider and patient, as connectivity issues are one of the most frequently encountered speed bumps with the telehealth visit.

📝 After the appointment, document the visit in your EHR and send any necessary prescriptions or follow-up instructions through the patient portal or other secure channels.

Telehealth offers key advantages for both providers and patients. 

On the provider’s end, telehealth makes it easier to fill gaps between appointments, generate revenue with follow-up calls, and can even help prevent burnout by offering greater flexibility. Many practices find they can see more patients in a day while spending the same or less time working.

For patients, the convenience of avoiding travel, wait times, and time off work makes telehealth access more viable than in-person care, which can also support patient engagement — particularly valuable for routine follow-up appointments, medication management, and follow-up of routine labs.

While telehealth offers tremendous benefits, naturally, it isn’t appropriate for every situation. Telehealth works well for follow-up visits, medication management, chronic disease monitoring, and mental health services, especially for individuals who are already actively engaged in their healthcare. 

“In my practice, I like to see certain patients in the office, such as my patients with cirrhosis, who I need to examine in person to see if they are developing any leg or abdominal swelling,” reports Dr. Houghton. “On the other hand, my established patients with stable, chronic conditions such as GERD or constipation, are well-suited for telehealth appointments.”

In-person care remains essential for physical examinations, procedures, diagnostic testing, and emergency situations. The best practices maintain a hybrid approach to patient encounters, using telehealth where it makes sense while preserving face-to-face interactions when needed. This enables practices to remain flexible and able to meet patient needs as the healthcare environment evolves. 

According to Tebra’s 2024 Patient Perspectives Report, 53% of patients prefer virtual appointments for follow-ups and check-ins that don't need physical examination.

Telehealth is no longer just a convenience — it’s becoming an expectation for many patients. Tebra’s 2024 Patient Perspectives Report found that almost a quarter (23%) of patients surveyed said they’d be willing to switch providers to have the option of a telehealth appointment.

By incorporating virtual care options, providers can improve patient satisfaction, streamline practice operations, and potentially increase revenue through more efficient scheduling.

Getting started with telehealth doesn't require a complete practice overhaul. Most providers begin by identifying a few appointment types that could easily transition to virtual visits, then gradually expand as they become more comfortable with the technology.