{"id":45242,"date":"2020-11-17T15:43:02","date_gmt":"2020-11-17T23:43:02","guid":{"rendered":"\/us\/en\/blog\/?p=45242"},"modified":"2025-07-02T04:07:20","modified_gmt":"2025-07-02T11:07:20","slug":"how-to-measure-the-roi-of-your-telehealth-program","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/","title":{"rendered":"How to measure the ROI of your telehealth program"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">You\u2019ve added telehealth services to your practice&#8217;s repertoire, and patients seem to be using it. Yet, what is your ROI? Are you getting your money\u2019s worth on your investment?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here&#8217;s a look at factors you should consider to measure ROI for your telehealth program. (<\/span><i><span style=\"font-weight: 400;\">For providers looking to implement a telehealth program, <\/span><\/i><a href=\"https:\/\/www.ringcentral.com\/lp\/covid19-offer.html\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">RingCentral is now offering RingCentral Office for free<\/span><\/i><\/a><span style=\"font-weight: 400;\">.)<\/span><\/p>\n<h3><b>What to consider when evaluating telehealth ROI<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Evaluating\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/telehealth\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">telehealth<\/span><\/a><span style=\"font-weight: 400;\"> ROI isn\u2019t a one-size-fits-all proposition. What will deliver ROI to one healthcare organization might not really matter much to another.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why is that the case?\u00a0<\/span><a href=\"https:\/\/www.jdsupra.com\/legalnews\/a-framework-for-evaluating-the-roi-of-19206\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Telehealth program ROI<\/span><\/a><span style=\"font-weight: 400;\"> can depend on:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The size of the organization<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The nature of the organization<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The organization&#8217;s clinical capacity<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The organization&#8217;s payment model<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/healthmanagement.org\/c\/it\/news\/how-to-evaluate-telehealth-roi\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Healthcare organizations<\/span><\/a><span style=\"font-weight: 400;\"> should think about:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Patient acuity mix<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">New patient volume<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Patient retention level<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Hardware and software costs<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The potential for cost savings<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Program management requirements<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Staffing levels<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There are also benefits for the patient, which many providers don\u2019t take into account, such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Greater access to care<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Greater convenience of care<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Greater patient satisfaction<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Let\u2019s not forget about the\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/7-ways-telehealth-reduces-the-risk-of-physician-burnout\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">advantages for providers<\/span><\/a><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Improving work-life balance<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Optimizing schedules<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Reducing commutes<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Addressing coverage gaps<\/span><\/li>\n<\/ul>\n<h2><b>How can your organization evaluate telehealth ROI?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">With all of that in mind, how do you go about calculating the ROI on your telehealth program? You can assess the return you\u2019re getting on your investment by looking at:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What the goals of the telehealth program were<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How easy the telehealth program is to manage, and how many staff you need for it<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What the hardware and software costs are<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What kinds of tangible benefits the program brings<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What kinds of intangible benefits the program brings<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tTelehealth ROI worksheet\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tCalculate the ROI of your telehealth communications platform quickly and easily.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/netstorage.ringcentral.com\/documents\/ringcentral-telehealth-roi-worksheet.pdf', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Download now<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n<p>\t<\/span><\/p>\n<h3><b>What are the goals of your telehealth program?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The goals of your telehealth program are unique. As mentioned earlier, they\u2019ll be based on the size and nature of your organization, its clinical capacity, and its payment model. Your goals will also be shaped by your patients\u2014do you have many acute patients, and what does your new patient volume look like?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here&#8217;s an example to illustrate. Suppose you run a primary care clinic located in a rural area, and you want to implement a telehealth program to reach your patients who aren\u2019t able to come into the clinic (rural patients face high barriers to care: they typically have to take time off work and travel to a provider, which costs rural communities, on average,\u00a0<\/span><a href=\"https:\/\/healthtechmagazine.net\/article\/2017\/03\/telemedicine-proving-its-roi-rural-communities\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">over $40,000 per year<\/span><\/a><span style=\"font-weight: 400;\">).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You would measure ROI by, among other things, looking at how many more patients your healthcare organization is able to engage via telehealth capabilities. If your original goal was to achieve a 15% boost in rural patients, and you actually reach a 35% increase, you\u2019re seeing good ROI.<\/span><\/p>\n<h3><b>The management and staffing requirements of the telehealth program<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s also crucial to look at your telehealth communication technology\u2019s management and staffing requirements when calculating ROI. Management and staffing are two costs that affect what kind of return you\u2019re getting.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ask yourself this:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How much time do you spend dealing with issues arising from the telehealth communications platform\u2014how many times do you or your staff run into problems using it, how high is the learning curve, how often do you need to call tech support, etc.?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How many employees do you need to staff the telehealth communications platform? Do you need dedicated staff for it? Do you need to hire more staff?<\/span><\/li>\n<\/ul>\n<h3><b>What are the hardware and software costs?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Another aspect to consider when you\u2019re looking at telehealth communications technology ROI is the cost of the hardware and software. Those costs aren\u2019t just about the sticker price, either \u2014there are a number of factors you have to examine.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The base price of hardware and software actually only represents\u00a0<\/span><a href=\"https:\/\/networkalliance.com\/understanding-technology-costs\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">20% of a solution\u2019s total cost of ownership<\/span><\/a><span style=\"font-weight: 400;\">. Eighty percent of the solution\u2019s costs come after purchase, which include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Tech support<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Upgrades<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Downtime<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Other maintenance costs<\/span><\/li>\n<\/ul>\n<h3><b>What are the tangible benefits of the telehealth communications platform?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The tangible benefits of your telehealth communications platform might be linked to the goals you&#8217;ve identified for the program. They might also be completely unexpected, yet obvious measurable gains related to your telehealth program.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Going back to the example of the rural telehealth service, suppose that in addition to increasing your coverage by 35%, you also see a reduction in the cost of those appointments because it\u2019s more cost-effective to hold telehealth visits. Another example would be that because you chose a telehealth communications platform that integrates messaging, video, and phone, you save time and money because you\u2019re not constantly switching between disparate tools.<\/span><\/p>\n<h3><b>What are the intangible benefits of the telehealth communications platform?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The intangible benefits of a telehealth communications platform can\u2019t be quantified, yet they matter for ROI. Your telehealth communications platform must also deliver\u00a0<\/span><a href=\"https:\/\/institute.uschamber.com\/move-from-roi-to-voi\/#:~:text=These%20intangible%20assets%20include%20knowledge,VOI%20includes%20ROI.%E2%80%9D\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">value<\/span><\/a><span style=\"font-weight: 400;\"> in addition to tangible benefits for it to be considered worthwhile.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a look at the intangible benefit that delivers value by returning to the point about a comprehensive telehealth communications platform. If you\u2019re a provider or staff using a single platform to message, video conference with, and speak to patients, you feel less stressed out when you only use one telehealth communications technology for appointments, as opposed to using three different systems for those functions. Lower stress means higher job satisfaction,\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/7-ways-telehealth-reduces-the-risk-of-physician-burnout\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">less burnout<\/span><\/a><span style=\"font-weight: 400;\">, and a\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/6-ways-to-improve-patient-experience-with-telehealth-services\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">better patient experience<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><b>Choose a telehealth communications platform with high ROI<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">By looking at the ROI of your telehealth communications platform, you can understand exactly what value and benefits you and your patients are getting out of this technology. Calculating ROI might even help you see new use cases for the telehealth communications technology that you might not have realized existed previously. RingCentral Office is an easy-to-use\u00a0<\/span><a href=\"https:\/\/www.ringcentral.com\/telehealth\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">telehealth<\/span><\/a><span style=\"font-weight: 400;\"> communications platform with solid ROI. <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/healthcare-communications-cloud-phone-systems.html#SFForm?__mscta=2470_84430_7398\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">See how cloud communications can transform your healthcare organization. Request a demo.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>You\u2019ve added telehealth services to your practice&#8217;s repertoire, and patients seem to be using it. Yet, what is your ROI? Are you getting your money\u2019s worth on your investment? Here&#8217;s a look at factors you should consider to measure ROI for your telehealth program. (For providers looking to implement a telehealth program, RingCentral is now &#8230;<\/p>\n","protected":false},"author":292,"featured_media":45243,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674,33837],"tags":[1682,7970,25572,26692],"class_list":["post-45242","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","category-telehealth","tag-healthcare","tag-telehealth","tag-telehealth-communications-platform","tag-telehealth-communications-technology"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to measure the ROI of your telehealth program | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"How can your organization evaluate your telehealth communications platform&#039;s value? 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Read on to find out how to measure the ROI of your telehealth program.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-17T23:43:02+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-02T11:07:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/telehealth-roi.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Lance Mehaffey\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lance Mehaffey\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/\"},\"author\":{\"name\":\"Lance Mehaffey\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/a6b1815c7d4a150371b61ed482d66f5e\"},\"headline\":\"How to measure the ROI of your telehealth program\",\"datePublished\":\"2020-11-17T23:43:02+00:00\",\"dateModified\":\"2025-07-02T11:07:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/\"},\"wordCount\":1026,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/telehealth-roi.jpg\",\"keywords\":[\"healthcare\",\"telehealth\",\"telehealth communications platform\",\"telehealth communications technology\"],\"articleSection\":[\"Healthcare\",\"Telehealth\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/\",\"name\":\"How to measure the ROI of your telehealth program | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-measure-the-roi-of-your-telehealth-program\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/telehealth-roi.jpg\",\"datePublished\":\"2020-11-17T23:43:02+00:00\",\"dateModified\":\"2025-07-02T11:07:20+00:00\",\"description\":\"How can your organization evaluate your telehealth communications platform's value? 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