UAE residents still want to get their healthcare consultations done in person – and not have to call in using the tele-health services.
This is putting extreme stress points on hospitals’ ability to process out-patient needs, which is often leading to longer waiting times and even non-availability of doctors on particular days.
Hospital operators say the rush has already become heavier after the UAE made it compulsory that all residents of the northern emirates too must have medical insurance from this year.
Tele-health consultations was supposed to provide the solution to ease the pressure on hospitals’ time and resources in managing patient expectations. But even after 3-5 years of sizeable investments made in tele consultations, take up rates are on the lower side, according to doctors and insurance industry sources.
They say that to get higher acceptance levels among UAE residents, there requires a mindset change. And that insurers too need to push their clients to consider accessing tele-health consultations rather than rush to a hospital or clinic for every need.
Will such a mindset change happen?
Dr. Ahmed Salah is Director – Corporate Medical Services at Prime Healthcare Group. He says that the primary complaints patients have about telehealth include:
- Technical issues: While the UAE has excellent network coverage, patients may still face other technical challenges, such as difficulties navigating telehealth platforms or troubleshooting device compatibility.
- Limited providers and specialties: Many telehealth services are restricted to general practitioner (GP) consultations, leaving a gap in availability for specialty care. Patients often struggle to follow up with their own doctors through telehealth, which limits continuity of care.
- Lack of personalization: Patients sometimes perceive telehealth consultations as less personal compared to in-person visits, particularly for first-time consultations where building rapport is crucial.
- Lack of physical examination: Some patients feel that not having a physical examination limits the effectiveness of telehealth, particularly for complex or acute conditions.
- Confusion over coverage and co-pays: Patients often encounter unclear communication regarding whether their telehealth consultations are covered by insurance or what co-payments are applicable, which can create frustration.”
After the Covid phase, tele-health consultations surged for obvious reasons. Big and mid-sized hospitals in the UAE went in for sizeable investments on upgrading their tele-health services, and they did meet with a favourable response initially.
But once Covid worries died down, UAE residents wants to see their doctors – in person.
This is despite the fact that telehealth consultations are generally priced lower than in-person services.
Dr. Ahmed Salah, however, says a lower price approach is not the correct way.
“The pricing is disproportionately lower compared to the effort required by doctors and nurses to ensure a thorough assessment and accurate diagnosis,” he said.
“ A high-quality telehealth consultation demands the same level of expertise, time, and diligence as an in-person visit. Additionally, healthcare operators bear significant costs to maintain the technology that enables telehealth services, including secure platforms, data storage, and IT support to ensure seamless and secure consultations.”
Will insurers help sway sentiments?
Talk to healthcare operators and doctors, and they say that insurers can steer patients to take up tele-health.
“Tele-health consultations are generally included within standard out-patient insurance coverage,” said Avinash Babur, CEO of InsuranceMarket.ae. “But they don’t necessarily come with lower premiums.
“While some insurers promote tele-medicine as a cost-saving measure, it hasn’t yet translated into widespread premium reductions. Insurers may continue to encourage telehealth usage as a way to reduce claim costs, improve accessibility, and ease pressure on in-person healthcare facilities.”
Any easing of pressure will be welcomed by UAE’s healthcare system. The medical insurance cover for all will translate into higher – and more frequent – needs for healthcare services and support.
If tele-health can eventually do its part and bring down hospital visits for less complex patient needs, then that’s exactly the cure.
A contrarian view
Nalla Karunanithy, CEO, Digital Health and eCommerce at Aster DM Healthcare GCC, certainly believes this will be the case.
“Three-quarters of all digital visitors on the MyAster app use telehealth services,” said Karunanithy. “It’s proving valuable for acute conditions, while in-person visits remain key for chronic care and specialist advice.
“Investments in digital health are yielding positive results, but continued innovation is essential to meet growing needs in areas like mental health and digital health assessments, ultimately enhancing patient care and experiences.”
So, are you ready to go digital for your next healthcare check?
