Many virtual care initiatives focus heavily on video visits, essentially mimicking face-to-face visits. Meanwhile, clinicians in established settings continue to use the oldest modality, phone calls, and some use the most ubiquitous, asynchronous messaging. The latter, along with live chat and chatbots, could be transformative if workflows were redesigned to incorporate it. With multiple modalities now available for use in virtual care, the central problem is to direct patient-provider interactions to the channels generating the most value. Marketers call this channel management and use sophisticated approaches to implement it. We propose an adaptation of channel management to virtual care and discuss anticipated challenges to its implementation.

中文翻译：

---

虚拟护理中的渠道管理

许多虚拟护理计划主要侧重于视频就诊，本质上是模仿面对面的就诊。与此同时，既定环境中的临床医生继续使用最古老的方式，即电话，有些还使用最普遍的异步消息传递。如果重新设计工作流程以纳入后者，那么后者以及实时聊天和聊天机器人可能会带来变革。现在，虚拟护理可使用多种模式，核心问题是将患者与提供者的互动引导至产生最大价值的渠道。营销人员将此称为渠道管理，并使用复杂的方法来实施它。我们建议将渠道管理调整为虚拟护理，并讨论其实施的预期挑战。