During this webinar, you will learn new KPIs for patient engagement technologies, as well as new benchmarks based on Mend's data analysis.

1. August 24th, 2022
11:00 am PST, 2:00 pm EST, 7:00 pm BST
Matt McBride
CEO and Co-Founder of
Mend
Top 12 Telehealth KPIs Every
Health Tech Leader Should
Know
Connected Health Pulse
Expert Insights. Personalized for You.
With
w/ Matt McBride
Tara Dwyer
Webinar Coordinator,
Connected Health Pulse

2. Mend is an enterprise-grade patient engagement and telehealth platform
designed to help healthcare organizations profitably scale their practice
and care for more patients. Founded in 2014, Mend is on a mission to
revolutionize healthcare delivery so that every patient can receive
extraordinary care. Mend makes it easy for healthcare providers to
securely and efficiently communicate with their patients and colleagues,
without concerns of violating HIPAA compliance or misplacing patient
information. Nearly 20,000 providers across 90 specialties leverage Mend
to tailor and streamline their in-office and virtual care workflows,
providing integrated experiences and care to more than 4 million patients.
Mend's comprehensive platform works hand-in-hand with all major EHR
and PMS software to facilitate more than 400,000 telehealth visits per
month, increase patient satisfaction by up to 23%, reduce no-show rates to
as low as 4%, radically improve staff productivity, and help providers drive
more revenue through better patient attendance.
Learn more about what’s possible with Mend at mend.com
Sponsored by:

3. www.mend.com
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Connected Health Pulse
Expert Insights. Personalized for You.

4. Top 12 Telehealth KPIs
Every Health Tech Leader Should Know
Matt McBride
CEO and Co-Founder of Mend

5. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Presenters
5
Brooke Steffien
Host
Matt McBride, MBA
CEO
Serial entrepreneur. Built 1st
pharm. patient portal. Built 2 MM
revenue-generating startups.
Junior Marketing Coordinator
with Mend. Enjoys cooking, TV &
movies, and talking about Mend.

6. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Agenda
6
What is Patient Engagement?
Telehealth KPIs
Digital Form KPIs
Q&A
Patient Self-Scheduling KPIs
Patient Engagement KPIs

7. mend© | 2022 Copyright. All Rights Reserved. Confidential
www.mend.com
7
What is Patient
Engagement?

8. mend© | 2022 Copyright. All Rights Reserved. Confidential
8
Mend Patient Journey
Virtually Walk-In
with our Waiting
Room Links
Book Follow Up Video Visits Video Content in
Virtual Waiting
Room
AI-Powered
Vitals
Pay Co-pay or
Outstanding
Balance
Complete Forms
Digital
Check-In
Before
Visit
During
Visit
After
Visit
Feedback and
Reviews
Post Visit
Surveys
Frictionless
Patient
Payments
22-Q4
2023
Patient
Self-Scheduling
Appointment
Reminders
Confirm,
Reschedule,
Cancel
Mend is a comprehensive patient
engagement platform that supports both
in-office and virtual workflows.

9. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Stakeholder Value Props
9
→ Engage via technology
→ Convenience
→ Increased access to care
Patients
→ Rural access to specialists
→ Contain contagious disease
Clinicians
C-Suite
→ Continuity of care
→ Improve outcomes
→ Increase chronic care
→ Monetize frequent care
→ Coordinate care between providers
→ New revenue
→ Fulfill quality measures
→ Improve efficiency
→ Improve patient retention and loyalty
→ Reduce no-shows or cancellations
→ Community outreach goals
→ Expand patient base through access and referrals
→ Increase data-driven care
→ Increase innovation

10. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
What Do Patients Want?
69% of Patients
Want to communicate with their provider
through secure email.
70% of Patients
Want to receive reminders, via email or
text message.
54% of Patients
Want virtual care from traditional medical care providers.
68% of Patients
Want to book/change/cancel
appointments online.
52% of Patients
Are open to virtual care for routine
appointments. 42-46% open to virtual
care for specialty, chronic, and
diagnoses for illness.
Source: Accenture
10

11. mend© | 2022 Copyright. All Rights Reserved. Confidential
www.mend.com
11
Telehealth KPIs

12. www.mend.com
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Telehealth No-Show Rate
12
70%
Mend Enterprise
orgs have
Single-Digit
no-show rates2
KPI # 01
23%
U.S. Average
No-show Rate1
1
Elsevier B.V. Health Policy 122 (2018) 412-421;
2
Mend Report: The Key Performance Indicators of Successful Telehealth & Patient Engagement
Programs in 2022

13. www.mend.com
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Telehealth Wait Time
13
1
HCC Patient Survey Results
2
Mend Report: The Key Performance Indicators of Successful Telehealth & Patient Engagement Programs in 2022
KPI # 02
15-20 min.
U.S. Average Telehealth
Wait Times1
→ 589,410,250 total seconds waited
13 min.
Mend Telehealth avg. wait time in 20212
→ Reducing travel time saves
patient’s time
→ 18 years, 251 days, 21 hours, 4
minutes, 10.6 seconds of wait
time

14. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Mend Telehealth Demo
14
Fast
Engage virtually any patient, anywhere with the strongest telehealth
connection.
Secure
Protect your patients, providers, and institutions with unparalleled security.
Easy
Mend's beautifully simple telemedicine that you can join with a single click.
Scalable
Adopt a single solution that grows with your business.

15. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Telehealth Satisfaction
15
KPI # 03
77.6%
Healthcare Coalition1
82.7%
National Library of
Medicine2
Mend has the only 5-star telemedicine
patient satisfaction experience
→ Patients rave about Mend’s Enhanced Virtual
Waiting Room
→ Across all of Mend with EVWR enabled, patients
rate their entire experience a 4.63 out of 5 stars
1
HCC Patient Survey Results; 2National Library of Medicine

16. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Enhanced Virtual Waiting Room
Patient Experience
16
23% increase in patient satisfaction
Netflix style wait experience
Add custom organizational videos
The Only 5-Star Telemedicine Experience On the Planet

17. www.mend.com
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17
Telehealth Completion
94% of visits are
completed* on Mend
*As indicated by check out or provider
connected for at least 2 minutes
www.mend.com
Mend © Copyright 2022. All Rights Reserved.
KPI # 04

18. www.mend.com
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Telehealth Connection Quality
18
KPI # 05
Patients
Connection
Quality
92% good Internet
quality on average
98% strong Internet quality from
proactive orgs that follow best practices
Providers & Staff
User and appointment average
bitrate reports available
Provider Success Teams and
Customer Success Teams monitor
for any staff or providers averaging
under 100 Kbps
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

19. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Telehealth Provider Adoption
19
98%
KPI # 06
Mend Provider Success Team tracks adoption post
go-live along with Customer Success Managers
98% Provider retention after
~20 Telehealth visits1
Their support teams are the best I have dealt with. They are patient,
knowledgeable, and accessible. The software is easily maneuvered, and
does exactly what we need it to do for our clinic.
Tammy J.
“
1
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

20. mend© | 2022 Copyright. All Rights Reserved. Confidential
www.mend.com
20
Digital
Form KPIs

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c
Over the last 1,000,000 digital forms completed with Mend
Digital Form Completion Speed
21
KPI # 07
68% came back within an hour
75% came back within a day
68%
75%
Source: Mend Report: The Key Performance Indicators of Successful Telehealth &
Patient Engagement Programs in 2022

22. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Mend customers consistently report that if a patient
completes their forms, they attend their appointment
Digital Form Completion Rate
22
8
KPI # 08
86% of Mend forms were
completed in 2021
Mend Digital Forms are the new
appointment confirmation
86%
Source: Mend Report: The Key Performance Indicators of Successful
Telehealth & Patient Engagement Programs in 2022

23. www.mend.com
Mend © Copyright 2022. All Rights Reserved.
Mend Digital Form Demo
Reduce No-Shows
Digital forms are the new appointment confirmation. If the
forms are completed, the visit will happen.
Focus on Care, Not Paperwork
Keep your care teams focused on the work that matters most to
patients.
Keep Patient Data Accurate with Less Work
Enhance the speed, accuracy, and ease of collecting patient information
with digital forms.
Intake Patients Faster and Deliver a Better
Care Experience with Digital Forms
Mend's beautifully simple telemedicine that you can join
with a single click.

24. mend© | 2022 Copyright. All Rights Reserved. Confidential
www.mend.com
24
Patient
Scheduling KPIs

25. www.mend.com
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Patient Self-Scheduling Adoption
KPI # 09
Hybrid Care Patient Self-Scheduling
34% Mend self-scheduled appointment rate for 2021
5% No-show rate for Patient Self-Scheduled Appointments
41% Mend Enterprise customers with patient self-scheduling
enabled
→ ≥ 100 self-scheduled appointments (in-person or virtual) per month
→ 16% were cancellations and reschedules
→ 12.9% of appointments are patient scheduled across all of Mend
→ 67% of these customers allow the patient to cancel and/or reschedule
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

26. www.mend.com
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Patient Appointment Change Reasons
KPI # 10
Most Common
Appt. Change
Reasons
64%
Conflict
9.5%
Personal reason
5.3%
Transportation
→ 5.2% Cost
→ 3.3% Sick/ill
→ 3.1% Feeling better
→ 2.3% Did not complete labs
→ 2.2% Not out medicine
→ 2.1% Emergency
→ 1.5% Insurance expired or
not accepted
→ 1% Changing providers
→ 0.5% Weather
→ 0.4% Did not want to wait
Other Change Reasons:
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

27. www.mend.com
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Mend Patient Self-Scheduling Demo
Reduce No-Shows
Let your patients reduce your no-show rate for you.
Reduce or Refocus Labor
Automate large percentages of scheduling away from manual phone calls.
24/7/365 E-commerce
Accept new appointments around the clock.
Patient Satisfaction
Make scheduling care easier and retain more satisfied patients.
Efficiency
Optimize your schedule for productivity and revenue.

28. mend© | 2022 Copyright. All Rights Reserved. Confidential
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28
Patient
Engagement KPIs

29. www.mend.com
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Reachable vs. Unreachable Patients
29
KPI # 11
98.3% of patients on Mend have valid contact information
96% were mobile vs. 4% landline phones
75% had valid email addresses
→ 3% of email addresses were invalid
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

30. www.mend.com
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Support Rates & Response Times
30
KPI # 12
15 second avg. response time for instant
technical support
Instant automated responses and
resolutions available using A.I.
95.5% of visits do NOT need tech support
→ 2.2% of visits ask a question about the wait,
medications, etc.
Source: Mend Report: The Key Performance Indicators of
Successful Telehealth & Patient Engagement Programs in 2022

31. www.mend.com
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KPI Summary
31
Telehealth Digital Forms Patient
Self-Scheduling
Patient
Engagement
→ No-show rates
→ Patient wait times
→ Patient satisfaction rates
→ Visit completion rates
→ Connection quality
→ Provider Adoption
→ Completion rate
→ Partial completion rate
→ Speed to completion
→ Automation
→ Patient adoption
→ No-show rates
→ Customer adoption
→ Appointment change
reasons
→ Contact information
→ Support ticket rates
→ Support response
times

32. Q&A
Matt McBride
CEO and Co-Founder of Mend
matt@mend.com
Tara Dwyer
Webinar Coordinator,
Connected Health Pulse
/in/matthewmcbride/
Mend.com
/in/dwyertara/
connectedhealthpulse.co
m