State of the art technology for virtual visits to the Middle East

KLAS Report: State of the Art for Virtual Visits in the Middle East

What you should know:

– The latest KLAS report examines how non-EMR related virtual visit solutions in the Middle East differ in terms of key metrics (including product usability, implementation and training, and vendor partnership) and also summarizes popular EMR vendors and their approaches to virtual visits together.

– KLAS reports high satisfaction with its technology for virtual visits (either virtual care or video conferencing platforms), although the specifics of customer experience vary from provider to provider in the Middle East.

Pioneering technology for virtual visits

At the onset of the COVID-19 pandemic, provider organizations around the world adopted telemedicine technology or, seemingly overnight, greatly expanded its use to keep patients and medical staff safe while still communicating with each other. Since then, virtual visits to the Middle East, like other regions, have become a mainstay.

The solutions measured in this report fall into two categories:

1. Virtual care platforms: Typically health oriented; Enable multiple healthcare visit types and workflows, such as: B. virtual waiting rooms, patient check-in and appointment scheduling. May include network services for physicians and proprietary devices.

2. Video conferencing platforms: Often cross-industry; provide basic healthcare workflows. Sometimes used for general business functions, although customer satisfaction data is only used for clinical use cases.

Reputable high-performing providers

All providers measured perform well, and customers feel that the solutions meet their basic needs for virtual visits. Okadoc receives the highest overall score due to their strong partnership and collaboration. The product differs in health-specific functionality and integration; Respondents report significant reductions in no-show rates thanks to automated notifications.

Based on KLAS research last year during the pandemic, Microsoft Teams was the most widely used telemedicine solution in the Middle East, partly because many organizations already had Microsoft licenses. The video conference platform is characterized by high quality and reliability; Customers point out that its easy setup, easy EMR integration, and strong usability for doctors and patients make Teams easy to adopt and give it longevity.

Performance Insights: Neev Tech Labs and Zoom

Neev Tech Labs is relatively new to the market; KLAS interviewed three respondents representing all of the provider’s live customers in the UAE at the time of data collection. The limited number of respondents report high levels of responsiveness and collaboration, indicating that the vendor maintains good relationships and actively works to meet the changing needs of its small customer base. Through their virtual care platform, Neev Tech Labs offers health-specific features such as online bookings and screening questionnaires.

In contrast, Zoom’s customers rate the quality of the product highly. Zoom primarily offers tried-and-tested video conferencing capabilities with a few additional features like waiting rooms. At the onset of the pandemic, customers were quick to adopt the Zoom platform due to its strong user experience and user familiarity with it. Despite this, Zoom has already been replaced by some customers who felt the provider didn’t offer the level of EMR integration they wanted. Respondents also note that education is weak.

The role of EMR providers in virtual visits

Since EMR providers did not have the technology for virtual visits at the beginning of the pandemic, third-party solutions were heavily relied on. However, many EMR providers have now developed their own virtual care offerings, giving healthcare organizations more options. In 2021, KLAS published a report on global telemedicine trends; In this study, over 25% of businesses in the Middle East were using or considering using a solution from their EMR provider.

For the four providers measured in this report, all respondents in the Middle East indicated that they would purchase a non-EMR-related virtual visiting solution again if they made their choice again. Nonetheless, just over a quarter of respondents plan to replace their solution or are considering a replacement as they look to the future. Most of these customers are looking for an EMR-centric virtual care platform or a solution that offers better integration. Below is the status of the telemedicine offerings of the providers with the largest EMR market share in the Middle East.


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