Service Models
Responses to our survey (see Table below) appear to give a good sample of the variety of service models available. Choose the one that is right for you and your targeted consumers.
- Video Call – This is where the entire encounter between the consumer and the provider is conducted over video. Can be on demand or scheduled.
- ChatBot – This is where the encounter is at least partially conducted through a text based ChatBot application/structured interview. The ChatBot leads the consumer through a structured question set based on the consumer’s complaint and self-reported symptoms. Most ChatBots use AI to generate a differential diagnosis.
- Hybrid – This is where the encounter is at least partially conducted through a text based ChatBot application/structured interview. The ChatBot then communicates the results of the structured interview as well as a differential diagnosis to a provider. The provider then enters the encounter with the consumer (over audio and/or video), makes the final diagnosis and communicates the diagnosis and care plan to the consumer.
- Scheduled vs. On-Demand – Any of the above can be conducted “on demand” or can be scheduled between the consumer and provider if the application you choose enables it.
- Initial appointment vs. follow-up – DTC encounters can be either an initial encounter (frequently “on demand”) and/or a follow-up encounter (usually scheduled)
Financial Models
As you look at the “Table of Direct to Consumer Telehealth Providers who participated in this study” (below), please note that pricing and billing models vary by company (service provider). Ask for a detailed description of charges. Here are a few examples for comparison purposes. You will note that many of the study responses do not give a set price. This is a very fast changing and competitive market, so few vendors have a published standard price list. They will custom price based on the opportunity. Don’t be afraid to negotiate.
- Licensing – This might include an up-front license to use the technology or application as well as annual license renewals. Some licenses are limited to a number of consumers, number of providers or the number of clinical specialties supported.
- Cost per minute (API services) – A few emerging players may charge a cost per minute
- Cost per call – This is a cost per call using the platform. It does not include the cost of the provider. At least one company charges on a simple – cost per call basis.
- Cost per provider consult – Some companies have a simple cost per consult. This usually includes the “Cost per Call” use of the platform. Cost per consult can vary from about $40-$90 depending on base price and specialty.
- Services – Most companies offer a variety
- Set-up – Most companies charge an up-from set-up charge. This is sometimes included with the up-front license fee.
- On-Boarding – Onboarding of providers and staff is essential and most vendors offer these services directly or in a train-the-trainer approach.
- Training – Additional training is usually available but at an extra fee
- Marketing – Marketing is essential and the larger vendors offer extensive marketing services and will even take on complete marketing responsibilities. This can result in substantial costs, You should know what you’re getting and set written goals/measurements of success for the vendor.