Telehealth and virtual care experienced a sudden boost when in-person appointments were considered unsafe during the height of the pandemic, and the view ahead indicates that healthcare has evolved into a hybrid model that will balance in-person and virtual care. Omnichannel care gives more control to the patient about how to communicate with their providers, with email, texting and online chatting joining the traditional method of calling and leaving a message.

The pandemic also served as a testing ground for bots and AI-powered screening and triage tools, which helped to route COVID patients to the most appropriate level of care. Having used them in this way, it’s likely that healthcare will continue using them in non-urgent ways to increase capacity and productivity.

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