Multichannel Healthcare: Impact of Asynchronous Telemedicine Adoption on Patient Flow.

This article examines the impact of introducing asynchronous telemedicine (AT)—a form of telemedicine where patient data are reviewed remotely without real-time interaction—within a multichannel healthcare system at the Veterans Health Administration (VHA) in Georgia. Using a difference-in-differences approach, the study finds that AT adoption led to a patient sorting effect, with more complex cases directed to in-person visits, which required 20% more consultation time and 8.5% more clinical resources. Simultaneously, the overall system throughput increased, enabling specialists to see more patients monthly, while average wait times for in-person specialist appointments and certain procedures decreased significantly. The findings suggest that AT can improve healthcare system efficiency by better matching patient needs to care modalities and reducing workflow setup costs, though the study notes limitations related to financial implications and calls for further research on potential overuse and patient preferences.