01
Client context
The hospital group had invested in telehealth, but repeat usage was low after initial trials.
02
Business challenge
The group needed to know whether the issue was clinical, technical or experiential.
03
Research objective & questions
Identify barriers to repeat use and design improvements to the telehealth experience.
- Why do patients choose telehealth over in-person visits?
- What happens during and after the consultation?
- Which issues prevent repeat use?
- Which conditions and patient types suit telehealth best?
04
Methodology & approach
- Patient IDIs
- Repeat users, one-time users and non-users.
- Doctor interviews
- Clinicians delivering teleconsultations.
- Experience survey
- Satisfaction and drivers across the journey.
- Journey mapping
- Booking to follow-up.
05
Sample & geography
- ~25 patient IDIs
- ~10 doctor interviews
- ~700 survey respondents
- Geography — India
06
Key findings
- Follow-up care after the teleconsultation was unclear for many patients.
- Prescription and diagnostic test fulfilment was a key frustration.
- Chronic-care follow-ups were best suited to telehealth.
- Patients wanted continuity with the same doctor.
07
Business implications
- Integrate prescription and test fulfilment.
- Focus telehealth marketing on chronic-care follow-ups.
- Enable continuity with the same doctor.
08
Outcome
The hospital group received an improved telehealth journey design and targeting strategy.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.