Telehealth is transforming healthcare access by bridging the gap between patients and providers, but its success hinges on addressing digital barriers, cultural perceptions, and patient engagement—ensuring virtual care is as personal and effective as an in-person visit.
Written By Donna Ogeto
Imagine you’ve been having a cough, persistent headaches and high fevers for days. You know you need to see a doctor, but the demands of daily life, busy schedules and long hospital queues make it feel nearly impossible to find the time and energy for a visit. In the past, you might have attempted to tough it out, waiting for the illness to resolve on its own, or relied on over-the-counter (OTC) remedies for relief. Today, with just a few taps on your phone, you’re connected to a doctor through a telehealth platform. Whether it’s a busy urbanite consulting a doctor during their lunch break or a farmer getting a diagnosis, telehealth is redefining what it means to “see the doctor”
Having implemented a telehealth program with an international pharmaceutical company in
Kenya, our aim was to bridge the gap between patients and healthcare providers- especially for those who typically relied on over-the-counter (OTC) medications. By offering affordable and accessible virtual doctor consultations at the pharmacies, individuals shifted from
self-prescription to seeking professional medical advice. This shift not only increased doctor
consultation rates and overall adherence to prescribed treatments as evidenced by the data from the various Patient Support Programs rolled out.
Challenges encountered in the implementation
Telehealth programs encounter various challenges during implementation. One of the primary issues is the limited access to reliable internet and digital infrastructure, particularly in rural and underserved areas, which hinders the seamless delivery of telehealth services.
Additionally, there is a significant digital literacy gap, with many patients and healthcare
providers lacking the necessary skills to effectively utilize the various telehealth platforms.
Another major challenge is the high costs associated with implementing and maintaining
telehealth systems, coupled with inadequate funding and support, further complicate efforts to scale these services nationwide.
Finally, a challenge often overlooked is the cultural and social factors including trust in
technology that further complicate the adoption of telehealth. In some communities, seeing a doctor online may feel impersonal, which may hinder the acceptance of telehealth, especially among the older population.
Looking Ahead
The challenges encountered are a reminder that for telehealth to be truly inclusive, we need to think beyond the technology itself, considering the broader context of patients’ lives, where they live, how they connect and what barriers they face in accessing care. Designing telehealth interventions with a focus on the people it serves means, understanding the unique circumstances of each patient and community, creating systems that are intuitive, easy to navigate and sensitive to the diverse needs of the patients and their communities
With this in mind, we need to re-think every aspect right from the user interface and healthcare delivery, down to the language options, ensuring that the experience feels welcoming, inclusive and accessible to all. This will yield solutions that build trust in the digital environment and connect with people on a personal level by addressing their concerns and delivering care that feels as compassionate and authentic as an in-person visit.
Drawing from my experience implementing telehealth, I have to admit, despite all the extensive investments, resources and multiple interventions put in place to ensure the success of the program, we continued to struggle with patient engagement and client retention. Reflecting on this, these challenges underscored the need for a human-centered approach & implementing telemedicine solutions that are not only technologically robust but also deeply attuned to the unique needs and experiences of each community is essential in achieving sustainable success. By focusing on the human experience, we can ensure that telehealth is not just a convenient alternative but a meaningful part of how we care for our patients.
I am encouraged by Buni Banda’s commitment in revolutionizing healthcare through innovation, research and designing solutions that are inclusive, accessible and culturally sensitive to ensure the delivery of alternative appropriate methods of healthcare based on various settings. If you found this article insightful, we would love to hear about the challenges you’ve encountered in implementation. Feel free to contact us for a quick discussion here.