{"componentChunkName":"component---src-templates-blog-article-tsx","path":"/blog/build-reliable-telehealth-experience-jane-insights/","result":{"data":{"contentfulArticle":{"id":"160459ff-c81b-5f4e-a4f9-6ff39d84f065","slug":"build-reliable-telehealth-experience-jane-insights","publishDate":"2026-04-13T00:00+01:00","type":null,"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=497&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=716&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=905&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=497&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=716&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=905&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#383838","width":1,"height":0.6625}},"title":"How to Build a Reliable Telehealth Experience: Insights from Jane App","body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"1e3iG3PBQF4YO3MDYVRjTE\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In most industries, a buggy video call product is an inconvenience. However, in healthcare, when a clinician can't connect to their patient, or when audio cuts out mid-sentence, the consequences are severe. Patients don’t come back, and practitioners become unenthusiastic about virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s where\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://jane.app/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Jane\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" stands apart. Powering over 240,000 practitioners across North America, Jane has built its practice management platform around a simple principle of reliability being non-negotiable.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From scheduling and telehealth to charting and payments, Jane sits at the centre of care delivery, setting the bar for what dependable virtual care should look like.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this article, we unpack how their team defines and delivers reliability at scale using Whereby’s video call API. You can also\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://youtu.be/vuVdD270rEg?si=3swIQo43LPd4bKu9\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"watch the full episode\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on the Health Tech Pigeon Podcast.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What does reliability mean in virtual care?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ask most teams what \\\"reliable\\\" means, and you'll get a technical answer: uptime, latency, error rates. This matters, but in a clinical context, reliability has a second dimension that's harder to quantify and easier to underestimate.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"“\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Reliability is emotional as much as it is technical\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",” says Katrina Baxter Moore, Senior Product Manager at Jane. “\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"It’s not just about whether the video is working. It’s whether your patient trusts that it will work every time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This focus on reliability was obvious from the very first conversation Jane had with Whereby. You can have all kinds of fancy features and AI-powered capabilities, but what's critical is that the audio and video quality are good.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So you need to focus on whether the call can actually take place, and that patients aren't spending half the session troubleshooting a problem that shouldn't be there. That’s reliability in virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The first hurdle: Get clinicians to show up\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before any platform can prove its reliability, busy clinicians have to actually use it.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From what the team at Jane experienced, healthcare professionals don't adopt new tools out of curiosity. Their days are fully booked, their admin load is already significant, and any time spent wrestling with a clunky interface could go towards seeing more patients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For solo practitioners, especially those who simultaneously run a business and deliver care, the real value of a virtual care tool lies in how much time they can get back.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As Jess Heck, Product Marketing Manager at Jane, puts it: \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"We talk a lot about pajama time. That’s making sure we're reducing the time clinicians have to spend doing work after hours. They really want to be spending time with their clients, not their admin\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So when positioning a virtual care solution, Jane focused on;\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ensuring that it embeds naturally into their existing workflow\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delivering a sense of progress from the first session\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Actually giving clinicians time back to see their patients\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Optimize the telehealth experience for user behaviour\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider a scenario where call quality is technically stable, but the patient still feels unsure about the experience. This is usually something simple that\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/design-virtual-care-experiences-patients-trust/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"design choices\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can fix. It could be that the pre-call setup asked them to complete four steps when two would do. Or maybe a button they've clicked a hundred times has moved position.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You have to optimize the onboarding process and user experience based on how patients and practitioners interact with virtual systems. This is especially important when you’re integrating a new system into a platform they’re already familiar with.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Something as small as moving a button can really affect trust\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"People have an ingrained flow, especially practitioners who are going through the same interface eight times a day. When that changes even in a small way, it breaks something\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Choose a reliable and collaborative video call provider to partner with\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When Jane decided to move their telehealth infrastructure to Whereby Embedded, it reflected how they think about both product and partnership.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby is a\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"browser-based video call API\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", which means there’s no need for practitioners and patients to install another app. The integration also meant clinicians didn’t need to learn how to navigate a new platform. It was just a seamless video experience woven directly into the Jane interface.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That simplicity matters a lot in healthcare, where every additional step in the patient journey is a potential drop-off point.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What stood out most to the Jane team was how smooth the migration was.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"I'm used to things getting delayed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Jess. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"That's just the nature of tech. But the Whereby team was so communicative, even across a significant time zone difference between Vancouver and Europe. We actually sped up our timeline. It was more than a pleasant surprise; it actually blew me away\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The relationship itself was also different. Whereby didn’t just take requests at face value. They asked questions, challenged assumptions, and worked with Jane to get to the right solution for their practitioners.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That collaborative approach is what Katrina points to as the real marker of a genuine partnership. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"What I've found with the Whereby team is that they weren't afraid to challenge us. Instead of only doing what we asked, they’d challenge the brief when they think there's a better way, then we'd work it out together. And that makes the output better\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Since then, the impact has been felt across the business. With a more reliable telehealth experience, their support teams are no longer stuck troubleshooting live sessions or fielding calls from frustrated practitioners and patients mid-session.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Support doesn't have to shoulder that anymore\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"And knowing our product needs less firefighting frees our team to focus on what's next\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to measure technical reliability in virtual care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For Jane, measuring reliability meant looking beyond infrastructure metrics to the signals that show whether trust is actually being built. These include:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Adoption over time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Are clinicians coming back and using telehealth consistently? Jane tracked a sustained increase from 20% to 40% of practitioners actively using telehealth, even post-pandemic, when usage might have been expected to drop off.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call quality ratings\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Jane collects star ratings from both practitioners and patients after every call. After migrating to Whereby's video infrastructure, the share of good ratings (4-5 stars) climbed to 90% and held there even through their highest-volume periods.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prioritize reliability as an ongoing feature\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The healthcare technology sector is in the middle of a significant moment. AI-powered clinical tools are raising new questions about what it means for healthcare to be trustworthy.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Against this backdrop, Jane shows that reliability is a compounding asset. When clinicians trust that their tools will work, they adopt them. When they adopt them, they use them consistently, and when they use them consistently, patients get better access to care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"We've figured out reliability, and now we can build\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"But we're still really mindful about what we build and why. The foundation matters. Without it, everything else is on sand\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For any health tech company evaluating its video infrastructure, that's worth sitting with. The right provider is the one that treats reliability as a shared responsibility, challenges you to think harder about the problems you're actually solving, and shows up as a partner, not just a vendor.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That's the standard Jane found in Whereby. So if you’re looking to build a reliable telehealth experience, explore\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"how Whereby Embedded can help you deliver this\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}","references":[{"__typename":"ContentfulAsset","contentful_id":"1e3iG3PBQF4YO3MDYVRjTE","file":{"url":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png","fileName":"WB235 - -Blog Header- Jane Customer story header - C.png","contentType":"image/png"},"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=497&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=716&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=905&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=497&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=716&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=905&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1272&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#383838","width":1,"height":0.6625}}]},"excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Learn how the team at Jane App defines and delivers reliable virtual care at scale using Whereby’s video call API.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"authors":[{"name":"The Whereby Team","slug":"the-whereby-team"}],"categories":[{"slug":"customer-stories","title":"Customer Stories"}],"metaTitle":"How to Build a Reliable Telehealth Experience: Insights from Jane App","metaDescription":"In this article, we unpack how the team at Jane App defines and delivers reliable virtual care at scale using Whereby’s video call API.","relatedArticlesTitle":null,"relatedArticles":[{"id":"c91f32aa-e93d-5a17-9eef-34bec9370871","slug":"design-virtual-care-experiences-patients-trust","publishDate":"2026-01-13T00:00+00:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"3HX9Bvtneai8VmMSfgbASU\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual care is often treated as a digital substitute for in-person visits. But it’s a distinct medium that demands its own design principles, product thinking, and understanding of human behavior.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At Whereby, we believe exceptional virtual care is defined by how intuitive the technology behind it is and how it makes people feel.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The right experience builds trust, clarity, empathy, and ultimately leads to better clinical outcomes. A poor UX, on the other hand, drives no-shows, discourages repeat virtual visits, and pushes practitioners to switch to another telehealth platform.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When the virtual care experience is designed well, it feels calm, reliable, and human. When it isn’t, it introduces friction and anxiety at the moment patients need reassurance most. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So in this article, we’ll share design insights for creating exceptional telehealth experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Designing telehealth video sessions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Telehealth environments are fundamentally different from meetings or social video calls.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In healthcare, the stakes are higher, and the margin for error is lower. Patients may be anxious, unwell, unfamiliar with the technology, or all three at once. Practitioners, on the other hand, are working against time, cognitive load, and clinical responsibility.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This influences everything about how the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"video call experience for telehealth\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" should be designed. Keep in mind that;\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The technology should fade into the background, allowing the clinical interaction to take centre stage.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If patients have to think about how to join, where to click, or whether something is working, the experience has already proved to be unintuitive.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So while general video-call environments tend to optimize for many use cases and include a variety of features, virtual care sessions need a refined experience designed specifically for caregiving.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"4fMpLYKtPUAqXxi40AcIjI\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Users want to make fewer decisions, experience fewer distractions, and practitioners want to see fewer opportunities for things to go wrong.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Shaping trust through design\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Exceptional virtual care is shaped by moments most people barely notice until it doesn’t work.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The first is when a patient joins a session. This step is particularly important because it sets the emotional tone for everything that follows. So reduce friction as much as possible by eliminating downloads, logins, and unnecessary technical steps.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Embed video calls directly into familiar patient environments (via API solutions like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"), so patients know they’re in the right place and aren’t pushed out to an unfamiliar third-party experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Once the session begins, the in-call experience should feel calm and unobtrusive. Use clean interfaces, simple colour palettes, and minimal, non-distracting controls. Give patients and practitioners clear, reassuring UI cues for actions like recording or transcription, so nothing feels unexpected or confusing.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"6lODtyjNc2O28As9LscJkT\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Thoughtful layouts, clear roles, and intentional transitions in general help to reduce cognitive load and allow both parties (patients and practitioners) to focus on the conversation rather than the interface of the video call solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Designing for when things go wrong\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"No virtual experience is immune to real-world constraints. In fact, in our latest research on the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/guides-reports/state-of-virtual-care-2025\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"state of virtual care\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", 91% of telehealth professionals said that they or their users experienced technical difficulties at least occasionally.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So events like low bandwidth connectivity issues, outdated devices, late arrivals, switching devices, or environmental interruptions are inevitable. However, where many virtual care experiences could improve is not in preventing these moments, but in how they respond to them.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Designing for virtual care means assuming things \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"will \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"go wrong and building resilience into the experience without clinicians needing to become tech support.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So think around building a clear system feedback, graceful recovery paths, and guidance to help prevent small issues from escalating into frustration or loss of trust.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For example, on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby Embedded\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", to help resolve hardware and connectivity issues, we introduced pre-call checks. This ensures everyone is fully confident with their camera, mic, speaker and connections before going into a session.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"1Vvpl77w08ZqoYk9kiqfTI\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There’s also \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/ways-whereby-video-call-ui-ux-improves-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"in-call diagnostics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to quickly identify what the issue is if a technical issue occurs mid-session.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Designing for accessibility\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Accessibility in virtual care is more than just a checkbox. Over \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.who.int/news/item/09-09-2024-who-and-itu-publish-new-guidance-to-make-telehealth-services-accessible#:~:text=Designing%20accessible%20telehealth%20services%20for,1%20in%206%20of%20us\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1.3 billion people globally\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" live with a significant disability, so teams need to prioritize inclusive design.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, inclusive design also goes further than formal accessibility standards. For example, patients may be older or less digitally literate. Some might be joining appointments while tired, anxious, or unwell, and using older devices or unstable connections.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Others, particularly in mental healthcare, may need to access sessions from non-traditional safe spaces, such as joining on a mobile phone from a car because it’s their only private environment.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This makes cross-device compatibility, low cognitive load, and resilient performance essential.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Designing for accessibility means reducing steps, simplifying language, supporting assistive technologies, and ensuring the experience works across devices and bandwidth conditions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Thoughtful features like live captions, transcriptions, keyboard shortcuts and navigation, virtual backgrounds, multiple languages and screen reader support can make all the difference.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"2U1Ea370MYifsdzwBwKVLM\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At Whereby we believe that everyone deserves equal access to great virtual care, which is why, in addition to our prebuilt UI being \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://docs.whereby.com/whereby-101/faq-and-troubleshooting/accessibility\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"WCAG 2.1 Level AA compliant\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", we’re constantly improving our accessibility options.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Learn more about \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/top-accessibility-features-whereby/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"our accessibility features here.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Designing for human interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The goal of virtual care isn’t to perfectly replicate in-person visits, but it should preserve what matters most, which is human interaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Human connection still relies on simple gestures like eye contact, facial expressions, a sense of presence, and feeling listened to. So the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/optimise-telehealth-ui-ux-for-better-patient-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"UI/UX of your telehealth platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" plays a direct role in whether a patient feels supported or overlooked.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Thoughtful design often starts with restraint. A minimal toolbar or video call screen reduces cognitive load, helping patients stay focused on the session rather than the UI.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Other design elements like video framing, the layout and visual hierarchy heavily influences whether a patient feels like they’re being spoken to or spoken at. For example, the “\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/tips-and-shortcuts-to-become-a-whereby-pro/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"hide self-view”\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" feature on Whereby allows both patients and practitioners to focus entirely on the other person, reducing self-consciousness and making the interaction feel more natural and attentive.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"731nQhRlPmQYAa8jEN2Uvp\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When platforms are designed to reduce friction, minimize distraction, and reinforce human cues, clinicians can focus on listening, and patients can focus on being heard.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Measuring trust in virtual care experiences\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The results of designing for patient trust show up clearly in product and operational metrics. Well-designed telehealth experiences will reduce friction, increase confidence, and create measurable improvements across patients, practitioners, and platform teams. Here’s how;\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"patients\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\", trust is reflected in outcomes like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/scaling-healthcare-huli-growth-story/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reduced no-show rates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", faster time to appointment, and higher repeat usage of virtual visits. This is because when joining and participating in sessions feels reassuring, patients are more likely to show up and engage.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"practitioners\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\", trust surfaces through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/oh-my-mood-boosting-therapist-satisfaction-with-whereby/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"higher satisfaction and quality scores\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for the platform. Since calm and reliable in-call experiences allow clinicians to focus on care rather than troubleshooting, it generally improves both perceived and actual care quality.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"telehealth and platform teams\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\", strong trust signals translate into fewer support tickets, lower operational overhead, and reduced churn. For example, when Nilo switched its video call solution to Whereby, they recorded \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/scaling-healthcare-huli-growth-story/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"a 60% drop in technical support tickets\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". This shows that when the experience “just works,” issues are prevented rather than escalated.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By defining and tracking these trust indicators, teams can move beyond intuition and clearly connect design decisions to clinical outcomes and business performance.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key Takeaways\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, trust is established long before a provider says hello. It’s built when the platform works, the experience feels familiar, and nothing unexpected happens.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For designers, this comes down to three actionable priorities:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Simplicity: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Reducing cognitive load by not overcomplicating the user journey.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Transparency: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Especially around sensitive moments like recording and transcription.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Accessibility: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Making virtual care very inclusive for everyone and treating it as a responsibility, not a compliance checkbox.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Designing the future of virtual care won't be about more features. Instead, the user experiences will need to feel less like standalone calls and more like cohesive, supportive virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At Whereby, our telehealth experience is intentionally simple, browser-based, and designed to focus on the session. For teams who want tailored virtual care journeys, our video call API incorporates features and a UI proven to support trust, clarity, and ease of use.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Find out \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"more about our video call solution for telehealth\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/3HX9Bvtneai8VmMSfgbASU/8ee67ca83745ac8ca69fb095c484637c/WB199_-_New_Embedded_Assets_6.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#f8f8f8","width":1,"height":0.6516666666666667}},"title":"How to Design Virtual Care Experiences Patients Actually Trust","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual care requires its own design principles, product thinking, and understanding of human behavior.  Here are some design insights for creating exceptional and trustworthy telehealth experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"cf67aff2-5b02-550a-a0ee-146f81e38c3e","slug":"why-wherebys-api-is-the-trusted-solution-for-leading-telehealth-platforms","publishDate":"2025-02-17T12:00+00:00","type":null,"body":{"raw":"{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"4DO5CVozNzSq6DByT7UrS9\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Quality healthcare, anywhere\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With Whereby’s seamless, reliable video calling, Telehealth platforms have huge potential to improve session quality, trust and patient satisfaction.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When it comes to growing trust in your telehealth service, you need \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/blog/level-up-your-meetings-with-embedded-video/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"integrated video calling\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that keeps patients within your platform and enables clinicians to deliver video consultations through a friendly, stress-free user interface. You need an easy way for users to troubleshoot technical issues in real-time, to keep consultations on track. And you need a flexible, scalable API solution that is pain-free to migrate to, letting you and your engineering team focus on building other key areas of your business.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This is where \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby Embedded\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" comes in, letting you deliver high quality, seamless video call experiences that prioritise what matters most to patients and practitioners.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A straightforward, trustworthy solution\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Fueled by over a decade of WebRTC experience and our close partnership with healthcare professionals, we’ve tailored our API and SDK to the unique needs of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"telehealth\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Get started in minutes with just a few lines of code, then expand and customize the video call experience to fit your needs. Let us handle the building and maintenance of new healthcare-focused video call features, so you can focus on providing the best care experiences and remove unnecessary heavy lifting from your engineers. And deliver \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/blog/how-to-add-video-conferencing-to-your-website/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"high-quality virtual consultations\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" on your platform, leveraging our people-first user experience and interface that is trusted by millions worldwide.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"blockquote\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“With Whereby’s API we were able to get up and running in 72 hours and have since provided over 2.5 million video consultations in the NHS.” - Lead Product Manager, Accurx\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"1CfLQDDVlfjcYmkuvQlNj2\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The frontrunner in web-first telehealth\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby Embedded provides a best-in-class telehealth API with a web-first offering that fully embraces the WebRTC standard.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Originally launched in 2013 as ‘appear.in,’ we were among the pioneers of WebRTC-based video calling solutions, offering unique URLs that let users start a call effortlessly by sharing a simple link. This precedes many other options on the market, such as Google Meet (formerly Google Hangouts), which used Flash until 2014, and Zoom, which partially adopted WebRTC in 2019, but still nudges customers to install a native client rather than use a browser. As such, our engineering and product teams hold several decades of WebRTC experience between them. And with millions of people using our service every week, you know our solutions are built on the strength of a globally-tested, high-performing infrastructure.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Optimized for telehealth: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We’re constantly developing new functionality with telehealth in mind, enabling everything from extensive \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.launchnotes.io/announcements/pre-call-device-connectivity-tests\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"pre-call checkup\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" options, to self-view controls, which allow users to hide their own video window, to a dedicated \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.launchnotes.io/announcements/get-insights-into-your-users-call-experiences\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"insights suite\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for technical troubleshooting.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Built by the best: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Our fully remote culture allows us to be expertise-led and source top global talent, enabling us to build best-in-class video communications for our global customer base.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Driving better integration\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": We’re proud to be a W3C member and we work closely with browser engine developers at Google, Mozilla, Apple, Intel and others – both to identify bugs in their engines and to give them feedback on new browser APIs.\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"blockquote\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“The implementation was so easy, the engineering team did it in the time we had set out for them to do the research. They asked me to test it, we tested it, and it worked. Everyone, especially tech, was shocked at how quick it was.”- Karoon Nair, Head of Product, Nilo.health\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why Whereby?\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"3t3QcJs9m30eqoS7dE1tx\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"These are just some of the reasons that Telehealth platforms love Whereby:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pain free integration: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Whereby is quick and easy to get started, and is built to scale.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Stable & reliable call quality: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Our global mesh network ensures high-quality, reliable connections from anywhere in the world.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A team that cares: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Use our \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"developer-friendly docs\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" or speak to our dedicated experts to help with technical onboarding and support.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Tried & tested features: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We leverage our vast base of active weekly Whereby Meetings users to test new features and configurations before releasing these to Embedded customers.\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"LRK8pvpq4B8bL8nbCFn4M\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Our history of telehealth expertise\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Powering millions of calls across the globe since 2013.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2013- Founded: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The company was founded as appear.in during a Summer intern project inside Norwegian telecom company Telenor. One of the very first web applications leveraging the WebRTC standard.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2017- new owners: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"With a rapidly growing global user base and an established reputation in Norway and central Europe, we spun out and found a home with new owners, Videonor.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2019- Rebranded: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"appear.in rebranded to Whereby, bringing with it a complete UX overhaul of our video calling solution, now called Whereby Meetings.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2020- Whereby Embedded release: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Following market changes driven by the COVID-19 pandemic and the growth of the telehealth sector, we released Whereby Embedded, a highly customizable API enabling developers to add seamless video calling to their platform with Whereby’s celebrated user interface.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2023- Became API led: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Driven to make our API best-in-class for telehealth, we pivoted our product and engineering teams to focus 100% on building and supporting Whereby Embedded.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2024- Building for Telehealth: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Throughout 2024, we launched new Whereby Embedded features tailored specifically for telehealth, while prioritizing enhancements to deliver a more flexible and seamless developer experience. This included introducing AI-powered recording transcriptions, several enhancements to our Browser SDK with React Hooks for fully custom video calling implementations, and releasing a React Native SDK.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2025 and beyond: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We are committed to shaping the future of telehealth alongside our customers by enhancing the flexibility and usability of Whereby Embedded for telehealth applications. Our focus includes delivering an intuitive user experience tailored to telehealth needs, ensuring consistently high call quality, and exploring innovative AI-powered features, such as real-time transcription and clinical insights, to elevate the telehealth experience.\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"77vEreJm5nAgUO2gZgxVVh\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Safe. Secure. Honest.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"At Whereby, we prioritize privacy and safety for you and your platform users.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"As a European company, we pride ourselves on our strong security posture and commitment to compliance standards. Our solution is focused on privacy and the protection of data – it’s GDPR compliant, ISO 27001 certified and can be configrued as a \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/whereby-101/faq-and-troubleshooting/hipaa-compliant-setup\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"HIPAA-compliant setup\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". We’re continually innovating to support the evolving capabilities of your telehealth services while ensuring our solutions are secure for you and your customers.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"blockquote\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“We go through strict procedures when we onboard new suppliers, and we’ve previously had to switch providers because they weren’t compliant with NHS regulations. Whereby passed all of our requirements.”- Senior Product Manager, DrDoctor\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"3Gg6kbiVoIHbsAqZspg0kR\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Ready to try it out for yourself?\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sign up to a free or Build \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby Embedded\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" plan right now to start testing our API solution.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded/pricing\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Take a look at the pricing here\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" if you’re unsure which plan is right for you.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Are you an Enterprise customer with high usage? We offer volume discounts for larger customers. Please \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/contact-sales\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"reach out to a member of our Sales team\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to learn more.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Want to share this with a colleague?\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://framerusercontent.com/assets/MEiHeckf0iHvFhVv9Wny9L7cbmE.pdf\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Download a PDF version\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to share with your team and other stakeholders.\",\"marks\":[],\"data\":{}}]}]}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/4DO5CVozNzSq6DByT7UrS9/cda212fe23f1ebc0674acba1cda69f95/6476080.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#381808","width":1,"height":0.6516666666666667}},"title":"Why Whereby’s API is the Trusted Solution for Leading Telehealth Platforms","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Discover Whereby’s history as a WebRTC expert and the reasons that we are the video call provider of choice for top global Telehealth platforms.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"047abd03-f0f9-51d9-96f7-6336a3d1284b","slug":"hidden-cost-of-good-enough-tech","publishDate":"2026-01-28T00:00+00:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"44xqy4Z6urm1wopCeqfilE\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For many healthcare teams, the video call solution and other tech stack often falls into a category where it’s not great, but it’s also not broken enough to switch immediately.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Switching feels risky and expensive, especially when there’s always another priority competing for attention.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the truth is that in virtual care, what feels like a safe decision is often quietly accumulating risk, cost, and lost opportunity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this post, we’ll explain how exactly this piles up and why you should reconsider sticking with a suboptimal solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The real cost of settling for “good enough” tech in virtual care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The most dangerous costs aren’t always obvious line items on a budget. They’re the slow, compounding effects that show up months or years later. Here’s how they show up in telehealth.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Patients and clinicians quietly lose trust when there’s frequent reliability issues\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Frozen screens, poor audio, or confusing workflows don’t always trigger alarms internally, but patients and clinicians often remember them.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, these frustrations show up as low patient satisfaction scores, an increase in technical support tickets, and churn to other telehealth providers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, reliability is part of the clinical experience. And since expectations are high, especially when it relates to their healthcare, a solution that’s “mostly fine” today may not scale tomorrow.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Engineering teams pay for the migration cost daily\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Oftentimes, the current solution works well enough because engineering teams have learned to work around its quirks. Sometimes, teams say they prefer to stick with the solution they know rather than risk any issues with a new provider.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What they don’t see is that these ‘good enough’ solutions often tend to require:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Custom workarounds and brittle integrations\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ongoing maintenance for features that should be native\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engineering time spent firefighting instead of innovating\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These efforts compound. So every month spent maintaining a fragile system is a month not spent improving the care experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If the pain doesn’t come from ongoing maintenance, it comes from unexpected problems that disrupt the engineering roadmap. Primarily because teams have to drop everything else to find a fix.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instead of spending engineering resources on launching new features or being innovative, it’s spent on maintaining or fixing an unforeseen problem with the existing solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider evaluating how much these recurring or one-off maintenance costs are and compare them to how much the team could have saved if you migrated earlier.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Compliance and security risks grow over time\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual care as we know it comes with regulatory, security, and privacy expectations that only increase over time. What feels “acceptable” today may become a serious liability as standards tighten and scrutiny increases.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When a team sticks with a tech stack that isn’t built for telehealth, they become exposed to security gaps that’ll surface during audits.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There’s also the last-minute compliance fixes whenever there’s a change in regulatory requirements, and most importantly, the growing risk that comes with scale.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Innovation is severely limited\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many digital health roadmaps depend on a solid foundation. At Whereby, this comes in the form of our \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reliable video infrastructure\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Having a solid foundation allows flexibility and makes it easier to roll out new features (guided quarterly by our customers’ requests).\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most telehealth providers want to focus on more personalized care journeys, AI-assisted clinical workflows, and new care models.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But if the underlying infrastructure requires several workarounds and cannot support these new features, it automatically stifles innovation. The focus shifts to finding ways not to break the system, rather than being innovative in care delivery.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your video call provider should be a tier-1 vendor that enables new care models and workflows to deliver actual value, instead of becoming another fragile layer in an already complex system.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Compounding frustrations lead to silent churn\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Teams relying on a “good enough” virtual care setup often don’t see immediate churn because patients and clinicians don’t complain loudly or cancel overnight.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The technology works most of the time, but small issues like an unstable connection or device compatibility issues start to add up.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"People still show up, but with less enthusiasm. Clinicians are less eager to schedule virtual visits, and patients are less likely to rebook. Virtual care usage becomes more inconsistent, even though nothing appears “broken.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engagement and confidence drop long before anyone actively decides to leave for a better alternative. The silent churn is a result of these multiple bad experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Competitors capture the churn you don’t see\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While one team waits for the “right time,” others are investing in a more reliable virtual care experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Teams with strong, dependable video solutions make onboarding easier, consultations smoother, and virtual care feel routine rather than risky. Clinicians trust the platform, and patients feel comfortable coming back.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When patients and clinicians start comparing options, those differences matter because a platform that “usually works” struggles against one that consistently does.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, the differences between reliable virtual care and a ‘good enough’ one become harder to ignore. So when patients and clinicians have a choice, they naturally gravitate toward the platforms that feel more professional, dependable, and easier to use.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7. Stagnation becomes the default\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many telehealth platforms scaled during the pandemic, then saw their growth slow down because their infrastructure wasn’t built to support the next phase.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Some platforms continued to grow by partnering with a reliable, scalable video provider like Whereby. With a strong foundation in place, they could focus on expanding care and improving experience instead of fixing what was already live.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In a market where virtual care is no longer new, long-term growth favors platforms that remove infrastructure limits rather than work around them.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So partnering with a solid tier1 video call vendor increases your chances of long-term growth and scalability.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"8. Delaying the decision to switch usually means rushing it later\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most virtual care teams don’t actively decide not to switch technology. What usually happens is that they decide to wait for the right time or for something to go wrong.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At first, the reasoning is that ‘it’s not perfect, but it works well enough’\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\".\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If interest surfaces, internal conversations start, and then it gets delayed when other priorities take over.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Eventually, when teams are finally forced to act, the timeline is no longer theirs to control. What could have been a thoughtful, low-risk evaluation becomes a rushed transition under pressure.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideally, if you believe a change is likely in the next 12 months, the lowest-risk move is to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/how-to-run-a-successful-proof-of-concept-with-whereby-embedded/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"start evaluating\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" now. Early evaluation doesn’t mean early commitment; it creates options.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It gives teams time to understand migration effort, test assumptions, and move deliberately, rather than being pushed into a decision when “good enough” stops being good enough.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It’s time to switch to a better video call solution\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby enables digital health teams to embed secure, reliable video consultations directly into their product without the traditional heavy lifting of building and maintaining video infrastructure.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Built specifically for telehealth with over a decade of WebRTC experience, our video call API is guided by our global healthcare customers like Jane, Unobravo, Tebra, Accurx, and more, whose feedback directly shapes our roadmap.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most telehealth teams often start small, launching a proof of concept in hours, then fully embedding and customizing over a few weeks.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Larger organizations often take a phased approach. They begin with a limited pilot, roll it out to a test cohort, and then gradually migrate more users onto Whereby. This allows teams to prove viability, gather real-world feedback, and give clinicians and patients time to adjust to the new experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you’re completely confident in your current setup, that’s great. But if there’s even a hint of doubt about whether your video stack will scale over time, it may be worth evaluating another solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Find out \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"more about how Whereby works.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#f8f8f8","width":1,"height":0.6516666666666667}},"title":"The Hidden Cost of “Good Enough” Technology in Virtual Care","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, what feels like a safe decision is often quietly accumulating risk, cost, and lost opportunity. Here's how this happens and why you should reconsider sticking with a 'good enough' solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}}]},"allContentfulArticle":{"nodes":[{"id":"160459ff-c81b-5f4e-a4f9-6ff39d84f065","slug":"build-reliable-telehealth-experience-jane-insights","publishDate":"2026-04-13T00:00+01:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"1e3iG3PBQF4YO3MDYVRjTE\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In most industries, a buggy video call product is an inconvenience. However, in healthcare, when a clinician can't connect to their patient, or when audio cuts out mid-sentence, the consequences are severe. Patients don’t come back, and practitioners become unenthusiastic about virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s where\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://jane.app/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Jane\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" stands apart. Powering over 240,000 practitioners across North America, Jane has built its practice management platform around a simple principle of reliability being non-negotiable.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From scheduling and telehealth to charting and payments, Jane sits at the centre of care delivery, setting the bar for what dependable virtual care should look like.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this article, we unpack how their team defines and delivers reliability at scale using Whereby’s video call API. You can also\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://youtu.be/vuVdD270rEg?si=3swIQo43LPd4bKu9\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"watch the full episode\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" on the Health Tech Pigeon Podcast.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What does reliability mean in virtual care?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ask most teams what \\\"reliable\\\" means, and you'll get a technical answer: uptime, latency, error rates. This matters, but in a clinical context, reliability has a second dimension that's harder to quantify and easier to underestimate.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"“\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Reliability is emotional as much as it is technical\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",” says Katrina Baxter Moore, Senior Product Manager at Jane. “\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"It’s not just about whether the video is working. It’s whether your patient trusts that it will work every time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This focus on reliability was obvious from the very first conversation Jane had with Whereby. You can have all kinds of fancy features and AI-powered capabilities, but what's critical is that the audio and video quality are good.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So you need to focus on whether the call can actually take place, and that patients aren't spending half the session troubleshooting a problem that shouldn't be there. That’s reliability in virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The first hurdle: Get clinicians to show up\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before any platform can prove its reliability, busy clinicians have to actually use it.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From what the team at Jane experienced, healthcare professionals don't adopt new tools out of curiosity. Their days are fully booked, their admin load is already significant, and any time spent wrestling with a clunky interface could go towards seeing more patients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For solo practitioners, especially those who simultaneously run a business and deliver care, the real value of a virtual care tool lies in how much time they can get back.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As Jess Heck, Product Marketing Manager at Jane, puts it: \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"We talk a lot about pajama time. That’s making sure we're reducing the time clinicians have to spend doing work after hours. They really want to be spending time with their clients, not their admin\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So when positioning a virtual care solution, Jane focused on;\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ensuring that it embeds naturally into their existing workflow\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delivering a sense of progress from the first session\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Actually giving clinicians time back to see their patients\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Optimize the telehealth experience for user behaviour\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider a scenario where call quality is technically stable, but the patient still feels unsure about the experience. This is usually something simple that\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/design-virtual-care-experiences-patients-trust/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"design choices\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can fix. It could be that the pre-call setup asked them to complete four steps when two would do. Or maybe a button they've clicked a hundred times has moved position.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You have to optimize the onboarding process and user experience based on how patients and practitioners interact with virtual systems. This is especially important when you’re integrating a new system into a platform they’re already familiar with.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Something as small as moving a button can really affect trust\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"People have an ingrained flow, especially practitioners who are going through the same interface eight times a day. When that changes even in a small way, it breaks something\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Choose a reliable and collaborative video call provider to partner with\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When Jane decided to move their telehealth infrastructure to Whereby Embedded, it reflected how they think about both product and partnership.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby is a\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"browser-based video call API\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", which means there’s no need for practitioners and patients to install another app. The integration also meant clinicians didn’t need to learn how to navigate a new platform. It was just a seamless video experience woven directly into the Jane interface.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That simplicity matters a lot in healthcare, where every additional step in the patient journey is a potential drop-off point.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What stood out most to the Jane team was how smooth the migration was.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"I'm used to things getting delayed\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Jess. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"That's just the nature of tech. But the Whereby team was so communicative, even across a significant time zone difference between Vancouver and Europe. We actually sped up our timeline. It was more than a pleasant surprise; it actually blew me away\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The relationship itself was also different. Whereby didn’t just take requests at face value. They asked questions, challenged assumptions, and worked with Jane to get to the right solution for their practitioners.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That collaborative approach is what Katrina points to as the real marker of a genuine partnership. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"What I've found with the Whereby team is that they weren't afraid to challenge us. Instead of only doing what we asked, they’d challenge the brief when they think there's a better way, then we'd work it out together. And that makes the output better\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Since then, the impact has been felt across the business. With a more reliable telehealth experience, their support teams are no longer stuck troubleshooting live sessions or fielding calls from frustrated practitioners and patients mid-session.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Support doesn't have to shoulder that anymore\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"And knowing our product needs less firefighting frees our team to focus on what's next\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to measure technical reliability in virtual care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For Jane, measuring reliability meant looking beyond infrastructure metrics to the signals that show whether trust is actually being built. These include:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Adoption over time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Are clinicians coming back and using telehealth consistently? Jane tracked a sustained increase from 20% to 40% of practitioners actively using telehealth, even post-pandemic, when usage might have been expected to drop off.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call quality ratings\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Jane collects star ratings from both practitioners and patients after every call. After migrating to Whereby's video infrastructure, the share of good ratings (4-5 stars) climbed to 90% and held there even through their highest-volume periods.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prioritize reliability as an ongoing feature\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The healthcare technology sector is in the middle of a significant moment. AI-powered clinical tools are raising new questions about what it means for healthcare to be trustworthy.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Against this backdrop, Jane shows that reliability is a compounding asset. When clinicians trust that their tools will work, they adopt them. When they adopt them, they use them consistently, and when they use them consistently, patients get better access to care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"We've figured out reliability, and now we can build\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" says Katrina. \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"But we're still really mindful about what we build and why. The foundation matters. Without it, everything else is on sand\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\".\\\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For any health tech company evaluating its video infrastructure, that's worth sitting with. The right provider is the one that treats reliability as a shared responsibility, challenges you to think harder about the problems you're actually solving, and shows up as a partner, not just a vendor.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That's the standard Jane found in Whereby. So if you’re looking to build a reliable telehealth experience, explore\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"how Whereby Embedded can help you deliver this\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=496&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=715&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=904&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1270&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=496&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=750&h=496&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1080&h=715&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1366&h=904&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/1e3iG3PBQF4YO3MDYVRjTE/994c56c14fd403a6b79efc9310bdb887/WB235_-_-Blog_Header-_Jane_Customer_story_header_-_C.png?w=1920&h=1270&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#383838","width":1,"height":0.6616666666666666}},"title":"How to Build a Reliable Telehealth Experience: Insights from Jane App","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Learn how the team at Jane App defines and delivers reliable virtual care at scale using Whereby’s video call API.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"c88352ea-486e-54e5-8a52-1f357c9e494b","slug":"developer-tips-for-testing-video-call-api","publishDate":"2026-03-30T00:00+01:00","type":null,"body":{"raw":"{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"7qc2zE2bXzmKQF8324PnWy\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the initial phase of browsing through video call options, almost every API and SDK looks good enough because you’re likely rendering local streams on a high-speed office Wi-Fi.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"However, the real test begins a few months post-deployment, when you're navigating compliance audits and users on legacy devices or joining from less-than-ideal network environments.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Choosing a video call API is a decision that directly affects your product’s usability, reliability, and time to market. So if you need to make integrated video calls feel like a native part of your application, here are 10 technical insights to guide your evaluation.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Check if you have the long-term resources to self-host\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Self-hosted solutions like \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded/jitsi-alternative\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Jitsi\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" seem cost-effective at first, with no usage fees and full control. But after the prototype, the maintenance requirements add up quickly.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"You’re responsible for securing access, implementing authentication layers, and managing infrastructure like SFUs, signaling, and STUN/TURN across unreliable real-world networks.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This isn’t a one-time setup. It’s ongoing work that involves monitoring, patching, and debugging edge cases. So calculate the total cost of ownership, not just upfront savings. If your team is spending significant time maintaining WebRTC infrastructure, you’re trading licensing savings for engineering time.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Use a managed video call API, like Whereby, to reduce the operational overhead so you can focus on building features that matter.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Audit the SDK’s life expectancy and roadmap\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"One of the primary anxieties for technical leaders is building complex clinical workflows on a video-call API or SDK that will eventually be retired.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Some providers also start by introducing breaking “v2/v3” rewrites or quietly shifting their underlying architecture, which can eventually force you into unexpected migrations.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This risk is higher with platforms where video is just one product in a larger suite. When priorities change, video can fall down the roadmap or even get deprecated. We’ve seen this play out with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.twilio.com/en-us/changelog/-twilio-video-will-remain-a-standalone-product\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Twilio’s video product changes\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", where teams were suddenly pushed to rethink their stack.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Take time to assess the provider’s track record. How do they handle versioning, deprecations, and backward compatibility? APIs that treat video as a core product, like \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded/twilio-alternative\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", tend to offer more stability, so you’re not rebuilding critical parts of your app every year.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Choose the right media architecture: P2P vs SFU vs MCU\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The architecture behind your video calls directly impacts scalability, latency, and device performance, so it’s not something to treat as an afterthought.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"P2P (Peer-to-Peer):\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Ideal for 1:1 calls where the participants are in relatively close proximity. It’s direct and supports true end-to-end encryption, but performance can break down fast as more participants are added, since bandwidth and CPU usage grow with each connection.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"SFU (Selective Forwarding Unit)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The modern default. Instead of every participant sending media directly to everyone else, streams go through a server that forwards them without re-encoding. This keeps latency lower, scales much better for groups, and often performs better even for long-distance 1:1 calls. It’s not end-to-end encrypted, but still secure.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"MCU (Multipoint Control Unit\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"): Mixes all participants into a single output stream. That makes things easier for client devices, but adds more server cost and usually more latency because the media has to be transcoded and combined.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"3qwgLE15zznf6zX8SgP8Tr\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for APIs that offer flexibility and support one or more of these architectures. This lets you test and optimize based on your specific use case. In most scenarios, a globally distributed SFU setup will give you the best balance of quality, performance, and scalability. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/blog/p2p-vs-sfu-video-calls-which-is-best/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn more about it here.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Security and compliance aren’t optional\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you’re building for healthcare, fintech, or any regulated space, security is a non-negotiable requirement. You need clear answers on how media is encrypted, where it’s processed, and whether it’s stored at all.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"WebRTC gives you encryption in transit by default (DTLS/SRTP), but that’s just the baseline. For more sensitive use cases, you may need end-to-end encryption (E2EE), stricter access controls, and auditability around how sessions are handled.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A provider’s compliance posture matters just as much as the underlying tech. Look at what standards they meet (e.g., HIPAA, ISO 27001), what’s covered under their responsibility vs yours, and how much control you have over encryption and data handling.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Ask providers how they support audits and ongoing compliance. What controls are built in vs configurable? These details matter because waiting until an audit to figure this out is usually too late.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5. Stress test the insights layer, not just the call quality\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Call quality is what users notice in the moment. When a user reports “the video was blurry” or “audio kept cutting out,” your ability to debug quickly depends entirely on the tooling behind the API.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Insights are what help you understand trends, prove SLA compliance, handle billing, and preempt churn. Established video call platforms like Whereby expose both \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/insights-suite-and-api/using-the-insights-dashboard\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"client-side events\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and server-side telemetry.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"eVspDaA9oyxuKlkykvce3\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"You need to see metrics such as bitrate, packet loss, reconnections, and device issues tied to specific sessions or room IDs. Being able to drill into a single call and see exactly what went wrong (network, device, or infrastructure) can turn a multi-day investigation into a quick, actionable fix.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" After each session during your evaluation, go to the provider's insights layer. Look into who joined when, what their connection quality was, how many minutes were consumed, and all the data you can get.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"6. Test how deeply you can customize the UI without forking the SDK\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Most embedded video APIs give you a binary choice: use their pre-built UI as-is, or build everything from scratch with an \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/reference/core-sdk-reference\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"SDK\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Neither extreme is ideal when you need the video experience to feel native to your product.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Look for APIs that offer granular UI control at the component level. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/reference/using-the-whereby-embed-element\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby's web component\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", for example, exposes individual attributes to toggle specific elements like the bottom toolbar, participant list, screenshare button, logo, timer, chat, and even the self-view without requiring you to rewrite the underlying call logic.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This means you can strip the UI down to just what your users need, and customize it to better fit your brand while still benefiting from a fully managed media layer underneath.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" During evaluation, try to replicate your target UI using only the API's built-in customization options. If you have to override styles with hacky CSS selectors or maintain a fork to get the look you want, ensure you have the resources for a deeper customization.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7. Don't overlook the pre-call experience as part of your product\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Developers often evaluate video APIs purely on in-call behaviour, but the pre-call device check is where a surprising number of user complaints originate.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If someone joins with the wrong microphone selected or a blocked camera permission, and there's no friction point to catch it, the blame falls on your product, not their browser settings.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/whereby-101/customizing-rooms/waiting-rooms\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"pre-call check\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can help surface these issues early by testing things like the camera, microphone, speakers, and connection quality. It’s also useful to give users some control, such as the option to skip the check, access help resources, or move through quickly when needed.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"1zefNaGmDKWLQsNEkkruLL\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A well-designed pre-call flow significantly reduces \\\"the call didn't work\\\" support tickets, and a configurable one means you're not stuck with behaviour that doesn't match your UX.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Simulate a first-time user joining on a device with conflicting audio devices or with camera permissions already denied, and observe what the API returns.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"8. Check whether the API is ready for AI-powered workflows\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you're building anything today that involves AI, you need to understand how well your video API can support it both now and in the near future.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This could include things like accessing audio/video streams, generating transcriptions, or enabling automated workflows around meetings. Some platforms are also starting to explore agent-like or programmatic participants, but support here is still evolving across the industry.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby, for example, is actively working in this space with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/assistants\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Assistants\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" (currently in closed beta). It’s early, but it points to where things are heading.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the meantime, look into what’s already in production. Look out for built-in \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/transcribing/session-transcription\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"transcription\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/recording-with-embedded/cloud-recording\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"recording\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", and other features that can feed into AI workflows without adding a lot of overhead.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Think beyond the current product roadmap. Even if you don't need AI integration today, choosing a platform that already has the architecture for it means you won't be switching providers when that requirement surfaces.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"9. Test your webhook architecture before you need it in production\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Most video APIs let you embed a call. Far fewer give you a reliable, structured way to react to what happens inside that call from your backend. Webhooks are where video starts to feel like part of your application rather than just an iframe.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Some providers offer server-side webhook events across the full session lifecycle, including joins, leaves, waiting room activity, session start/end, and when recordings or transcriptions are ready. These events often include identifiers and metadata you define when creating sessions, making it possible to map them directly to users and records in your own system.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Security details matter too. Look for \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/insights-suite-and-api/webhooks\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"webhook implementations\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that include signing (e.g., HMAC-SHA256) and timestamps to guard against replay attacks, especially if you’re connecting events to billing, compliance logs, or downstream automation.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": During evaluation, build a small test harness that listens to webhook events and logs them against your user IDs. If the mapping is clean and events fire reliably, you have a solid foundation for post-call workflows.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"10. Don't evaluate mobile as an afterthought\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Web-first evaluations are common, but if your product has a mobile component (or might in the future), the mobile integration story needs to be tested separately.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"WebRTC behaviour on mobile differs from desktop, and some APIs that work smoothly in a browser become significantly harder to embed correctly inside a native app.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Specifically check camera and microphone permission handling, background audio behaviour, and what happens when a user switches apps mid-call.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"These are the edge cases that generate mobile-specific support tickets post-launch, and they're much cheaper to discover during evaluation than after.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Users can also join rooms directly through mobile browsers like Safari and Chrome, which is useful for enabling quick access in a variety of on-the-go use cases. Whereby also supports \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/whereby-101/readme/in-a-mobile-app\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"native mobile integration\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" on iOS and Android via WebView embedding and native SDKs, with additional support for Flutter and React Native.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Wrapping up\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Choosing a video call API looks straightforward until it isn’t. These tips focus on the questions to ask before you commit, including architecture, security, mobile support, observability, AI readiness, and long-term scalability.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you want to apply them in practice, we recommend building a simple \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/blog/how-to-run-a-successful-proof-of-concept-with-whereby-embedded/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"proof of concept with Whereby\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" as a starting point.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Our developer-friendly documentation and a free plan that includes 2,000 participant minutes per month allow you to test your requirements in a few days. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Try it out here.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=750&h=500&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1080&h=720&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1366&h=911&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1920&h=1280&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=750&h=500&fl=progressive&q=50&fm=jpg","srcSet":"//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=750&h=500&fl=progressive&q=50&fm=jpg 750w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1080&h=720&fl=progressive&q=50&fm=jpg 1080w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1366&h=911&fl=progressive&q=50&fm=jpg 1366w,\n//images.ctfassets.net/dbi9opon8gj1/7qc2zE2bXzmKQF8324PnWy/f5c79439e8173d10f952b089ba21196e/caucasian-software-developer-signaling-screen-data-breach-deactivated-security-system-tech-engineer-observing-multiple-syste.jpg?w=1920&h=1280&fl=progressive&q=50&fm=jpg 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#080808","width":1,"height":0.6666666666666666}},"title":"10 Developer Tips for Testing and Selecting a Video Call API Solution","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you want to make integrated video calls feel like a native part of your application, here are 10 technical insights to guide you when choosing or evaluating a video call API.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"bb229b6f-7f83-53b3-a5b8-dd0cc7b62800","slug":"konfidens-chose-european-video-call-provider","publishDate":"2026-03-23T00:00+00:00","type":null,"body":{"raw":"{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"5RX0bPXeVsnFuLh7ldItYq\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When you’re building software for therapists, trust is one of the most important aspects of your product. For\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://konfidens.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Konfidens\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", a practice management platform serving mental health professionals in Norway and the UK, they needed every aspect of their software to support privacy, confidentiality, and usability.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This mindset shaped how they approached video conferencing. By embedding Whereby directly into their platform, they’ve been able to offer secure, GDPR-compliant video calls while also creating a flexible pricing model that’s affordable for therapists.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"We spoke to Aleksander Erichsen, CEO and one of the three Co-Founders of Konfidens, about their journey so far with Whereby. Here’s how it’s going;\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Built on privacy and security in Europe\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Operating within the mental health sector means handling highly sensitive data, and as a European company, GDPR compliance was non-negotiable for the team at Konfidens.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With many major video call platforms being US-based providers, the team wanted a video call partner aligned with European regulations and expectations.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We operate with sensitive data. Client confidentiality and privacy are very important to us\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\",” Aleksander explains. “\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We wanted to have a provider natively from Europe, who knew GDPR, and also had all the privacy requirements we needed.”\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby, founded in Norway and built with privacy at its core, met those requirements.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Embedded video calls for a unified platform\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Konfidens was founded during COVID, when online therapy became essential.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Being a comprehensive practice management platform for therapists, the team wanted their user experience to be seamless, and sending therapists to an external video tool would have disrupted that experience.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"One of our unique selling points is our extreme focus on usability and intuitiveness. We wanted something that would be easily integrated into the system. The developer said he read the docs, and we were able to get video calls within 48 hours.”\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Aleksander recalls.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"While many therapists already had access to video tools like Zoom or Google Meet before using Konfidens, the major difference was the fully embedded experience.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Today, powered by Whereby Embedded, therapists launch their\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://konfidens.com/features/telehealth\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"video call sessions\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" directly from the Konfidens platform.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"1P2jw749nLLqrOmhiYHT6q\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"They don’t have to switch tabs, juggle with multiple subscriptions, or redirect their clients to a third-party software.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Konfidens also further customized the video call interface by adding shortcuts back to client records, keeping everything connected in one cohesive workflow for their therapists.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Another win was with the recording capabilities available on Whereby Embedded.  Initially, the team assumed enabling session recordings would require building storage systems, playback interfaces, and cloud infrastructure.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Instead, they discovered that Whereby’s\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/meeting-content-and-quality/recording-with-embedded\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"local recording\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" feature could be enabled with minimal work.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"We could just turn it on with a simple line of code. That was a super shortcut to providing what therapists had been asking for without breaking the neck of our development team.”\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Aleksander says.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Therapists can now record sessions for supervision purposes and store them securely themselves without Konfidens needing to build an entirely new product layer.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A partnership beyond video call integration\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"While Konfidens hasn’t needed much support, largely because\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Whereby’s video call API\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" has been stable, they value having a responsive, collaborative partner.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When they requested new features based on feedback from their therapists, like hiding self-view, they saw it shipped within months. Today, therapists use the autoHideSelfView\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://docs.whereby.com/whereby-101/customizing-rooms/using-url-parameters\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"URL parameter\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to access this feature and customize their meeting experience.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"You wouldn’t be able to do that with Google or Microsoft\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\",” Aleksander notes. “\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"That’s one of the perks of partnering with a more local provider.”\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Flexible pricing model powered by Whereby\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whereby’s participant-minute pricing structure also gave Konfidens the room to be competitive with their own pricing strategy.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Since some of their competitors don’t offer video at all, it forces therapists to manage separate video call subscriptions. Some of the other competitors choose to charge recurring monthly fees regardless of usage, which makes it an expensive alternative.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Konfidens chose a different route. Instead of charging a fixed monthly fee for video calls, it’s priced per call.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Since the embedded version of Whereby is priced per minute, we have gone for a somewhat creative pricing strategy. Instead of requiring the therapist to sign up for a recurring monthly fee, when we know that the reality is that some people only use video calls here and there, we did a pricing structure where we priced it per call, which makes it more affordable.”\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Aleksander confirms.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For therapists who mostly conduct in-person sessions and only occasionally use video, this pricing structure makes a huge difference.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Looking towards the future\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the telehealth industry, Konfidens found a way to offer affordable video calls, built directly into the system therapists already use. By choosing a European, privacy-focused partner, they’ve also stayed true to their operating principles and maintained the trust their therapists depend on.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"sys\":{\"id\":\"5MhViWnZuX2iYPeLLR298K\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Today, they support between 500 and 600 practices across Norway and the UK,  representing well over 1000+ practitioners.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"After years of product development, the company is now focused on scaling across Europe and adding support for new languages, currencies, and time zones.\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://konfidens.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Keep up with the Konfidens team here\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Ready to discover how seamlessly integrated video can improve your virtual consultations? Find out more about\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Whereby Embedded\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", a video call API & SDK designed specifically for Telehealth platforms.\",\"marks\":[],\"data\":{}}]}]}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/5RX0bPXeVsnFuLh7ldItYq/1b00f93e64b22966c594b9b28a77dd1c/Frame_9__3_.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#f8e8c8","width":1,"height":0.6516666666666667}},"title":"Why Konfidens Chose a European Video Call Provider for Secure Virtual Care","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The team at Konfidens chose a European video call provider over other options for their practice management platform. Here's why and how that's going.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"9c08f6a6-c715-51da-b79b-81e95d26841e","slug":"telehealth-regional-differences-north-america-and-europe","publishDate":"2026-03-03T00:00+00:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"7rSKys1RVO19F4th5vihmk\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As virtual care becomes a permanent part of modern healthcare delivery, regional differences are shaping the barriers to adoption.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Insights from our \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/guides-reports/state-of-virtual-care-2025\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"State of Virtual Care Report\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" reveal that while both North America and Europe are advancing virtual care, the barriers they face and the priorities they focus on have some clear differences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For companies scaling telehealth across borders, these regional differences shape regulatory risk, time-to-market, and long-term growth. Organizations that adapt to local realities accelerate adoption and build durable partnerships. Those that apply a one-size-fits-all approach risk compliance setbacks, delayed revenue, and longer time to scale.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here’s where North America and Europe differ in telehealth challenges and what they can learn from each other.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Limited access to technology is a major adoption problem in America\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In North America, more than half of respondents (51%) identified limited access to technology and hardware as a major obstacle to patient adoption. Only 39% of European respondents said the same.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"7crfjN22EmPiEzucBoD91Q\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The implications of this number are significant. It means that for a substantial portion of North American telehealth providers, telehealth adoption is a question of whether patients even have the means to join in. In underserved communities, this might mean patients relying on shared devices at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://pmc.ncbi.nlm.nih.gov/articles/PMC11190170/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"libraries or community centers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", or providers needing to supply tablets or hotspots directly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When a patient's only internet access is through a mobile hotspot with an inconsistent signal, even the best telehealth platform will struggle.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is a critical consideration for telehealth platform design. Low-bandwidth optimization, asynchronous communication features, and audio-only options are baseline requirements for equitable access in North America.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Europe considers patient trust as a major telehealth adoption problem\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A striking 50% of European respondents cited lack of patient trust in telehealth as a key barrier, compared to the 28% who flagged it as a concern in North America.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"4wWAbJfeCBkUQsnL6C432x\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This suggests that while infrastructure may be more consistent, skepticism around the value or quality of virtual care remains a critical challenge. Patients may question:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whether telehealth offers the same standard of care as in-person care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Data privacy protections around digital health data\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The long-term legitimacy of digital-first healthcare models\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many European healthcare cultures carry \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.europeanhhm.com/articles/telemedicine-integration-in-european-healthcare-systems-opportunities-and-challenges?\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"deep institutional weight\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" where the in-person GP visit is equal to care. So, asking patients to accept a video call as equivalent takes more than a good platform. It takes a genuine shift in what people believe quality care looks like. This is why there might be some resistance to change.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For telehealth platforms operating in these environments, trust must be intentionally designed. From clear pre-visit communication to clinician presence, continuity, and privacy reassurance, experience design plays a critical role in overcoming skepticism. We’ve outlined practical strategies for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/design-virtual-care-experiences-patients-trust/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"building patient trust in virtual care here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. The compliance and regulatory pressures are different\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"One of the findings from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/guides-reports/state-of-virtual-care-2025\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"our report\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" was that European respondents were more likely to cite regulatory compliance as a major telehealth challenge (18%) compared to 11% in North America.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"6MWstYaq6LO9IpdxiVcxXv\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This likely reflects the weight of frameworks like GDPR and other data protection in Europe, which can carry substantial financial and reputational penalties for non-compliance.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In North America, the regulatory picture is also complex but different. There are several \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://bask.health/blog/navigating-telehealth-regulations?\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"federal and state-level rules\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" HIPAA being the dominant one) that can create confusion. So, the penalties have historically been applied more selectively.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The result is that North American organizations often operate with comparatively lighter oversight, while European providers function in an environment of heightened regulatory and public scrutiny.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That scrutiny, however, can be an advantage. European telehealth platforms that choose regionally aligned technology partners like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and embed privacy-by-design into their infrastructure can turn compliance into a trust signal.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Data security concerns are higher in America\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"On data security and privacy, North America takes the lead in concern, with 16% of respondents citing it as a major challenge, compared to just 10% in Europe.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"69DSzhFhph4bpXLtLiUiEK\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This might seem counterintuitive given Europe's GDPR reputation, but it makes a certain kind of sense. In many European markets, the regulatory infrastructure around data protection has been established long enough that compliance processes are more embedded. Organizations know what's expected and have built systems accordingly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Although regulations like HIPAA govern patient data, in North America, particularly in the US, the heightened concern may reflect the frequency of high-profile data breaches and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://jamanetwork.com/journals/jamanetworkopen/fullarticle/2833984?\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"ransomware attacks\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" across U.S. healthcare systems in recent years.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There's also a growing awareness among patients about how their health data might be used or monetized, which puts pressure on providers to demonstrate robust security postures.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Technical reliability is a bigger issue in North America\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Data from our report shows that European respondents were twice as likely as their North American counterparts to report that they or their users never experience technical difficulties with telehealth (11% vs 5%).\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"sys\":{\"id\":\"6v7fLT0cn6MaP5rwRqdlZa\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While our survey did not probe the root causes, the reasons are likely structural. Europe generally benefits from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.itu.int/itu-d/reports/statistics/2024/11/10/ff24-internet-use-in-urban-and-rural-areas/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"more consistent broadband infrastructure\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" across urban and rural areas.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In North America, the digital divide is more pronounced as \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.telecomramblings.com/2024/08/the-struggles-of-reliable-internet-in-rural-communities/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"rural communities, in particular\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", can face low bandwidth scenarios and significant connectivity challenges.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Technical reliability is foundational to patient satisfaction and provider confidence. So even small differences in connectivity or hardware access can significantly influence telehealth adoption rates.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What North American and European Regions Can Learn From Each Other\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Despite their differences, both regions have valuable lessons to share. Here’s what they can each take away from each other:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What North America can learn from Europe’s telehealth approach\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Embedding a privacy-first approach and compliance transparency can help patients trust digital health more.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There needs to be more consistent regulatory frameworks across North America to reduce fragmentation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Platforms should proactively design for real-world scenarios. For example, optimizing for unstable connections, offering seamless device switching, and minimizing friction in joining calls can improve both patient satisfaction and provider confidence regardless of broader infrastructure constraints.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What Europe Can Learn From North America’s Telehealth Approach\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Cybersecurity threats evolve rapidly. North America’s experience with high-profile healthcare breaches reinforces the need for ongoing investment in cyber resilience, transparent security practices, and clear communication with customers about how data is protected.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Designing for inclusion is a competitive advantage. Building lightweight, intuitive, and device-agnostic virtual care experiences ensures platforms remain accessible as they scale across diverse patient populations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Competitive pressure in North America has also pushed telehealth platforms to clearly demonstrate ROI and prioritize user experience. European providers can benefit from more explicitly quantifying value.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Wrapping Up\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In North America, access to devices, connectivity gaps, and cybersecurity risks remain central challenges. In Europe, infrastructure may be more consistent, yet patient trust and perceptions of care quality present a different kind of barrier.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These differences reinforce that scaling virtual care requires more than strong technology. It requires understanding the structural realities, regulatory environments, and cultural expectations that shape how patients and providers engage with digital health.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Organizations that recognize these nuances and adapt their strategies accordingly will be better positioned to build sustainable, trusted telehealth systems on both sides of the Atlantic.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"hr\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To see job-related telehealth insights and overall priorities for the future, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/guides-reports/state-of-virtual-care-2025\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"read the full report on the state of virtual care.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/7rSKys1RVO19F4th5vihmk/e4b6f117caad1e93645be4474fa68ad7/Frame_12__2_.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#086858","width":1,"height":0.6516666666666667}},"title":"Telehealth Challenges: Regional Differences Between North America and Europe","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Barriers to telehealth adoption are defined by regional challenges. Here’s where North America and Europe differ and what they can learn from each other.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"9bcfe01d-3004-58e9-bc91-5d5f258929a8","slug":"new-virtual-care-usecases-powering-telehealth","publishDate":"2026-02-11T00:00+00:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"205N87S3fvPimk7ozusgc4\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When people think about telehealth, they picture the same thing: a hospital, clinic or GP appointment over video. That was the starting point, since telehealth was adopted out of necessity during the pandemic, but it’s no longer the full picture.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As people are growing more comfortable and even expectant of digital care, those use cases are expanding fast. Today, more sectors within the healthcare industry are adopting telehealth as a core part of how they deliver care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From community pharmacies to veterinary follow-ups, telehealth is giving more providers a way to follow up and offer quicker access between in-person visits.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So what emerging video consultation use cases are shaping the next phase of digital healthcare delivery? Here are a few we’re seeing.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Remote follow-ups in physiotherapy\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Physiotherapy is often seen as one of the most “in-person” healthcare services because it's traditionally associated with hands-on treatment in a clinic.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"More recently, platforms like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.fysioscout.dk/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FysioScout\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" enable clinicians to use digital services, including video consultations, to support high-value moments across the patient care journey, particularly where in-person visits aren’t required, and ongoing guidance helps maintain continuity of care. Some of these include:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"early-stage assessments and triage\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"exercise walkthroughs and corrections\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"post-treatment follow-ups\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"rehab progress check-ins\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"mobility screening\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So while most of the treatments still happen in person, we’re seeing physiotherapy move into a blended care model where these digital touch points ensure that patients stay connected, supported and on track to a full recovery.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Video calls are aiding pharmacy-led care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The modern pharmacy is no longer simply a place to pick up prescriptions. As healthcare systems face rising demand and limited capacity, pharmacies are stepping into a bigger clinical role, offering faster access and more convenient support for patients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Beyond dispensing, more pharmacies are delivering medication consultations, repeat prescriptions, and a growing range of private services such as travel health, flu support, and screening. In England, pharmacy teams offset \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://cpe.org.uk/our-news/pharmacies-in-england-provide-nearly-70-million-unfunded-consultations-a-year/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"an estimated 38 million GP appointments\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" a year, significantly reducing weekly demand on NHS services.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Patients want to book consultations, ask questions, request repeats, and get support without standing at a counter. We see \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.pharmacytimes.com/view/the-evolving-business-model-of-pharmacy-moving-beyond-dispensing\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"pharmacies becoming service-led\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" rather than product-led, and video consultations are becoming a larger part of how they provide that service at scale.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://charac.co.uk/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Charac\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a great example of how pharmacies are adopting video calls for care delivery. Their platform supports pharmacies with online tools for patient communication, service booking, and digital consultations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Fertility and reproductive care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Fertility treatment is emotional, time-sensitive, and conversation-heavy. At all stages, from early planning and test reviews to medication guidance and next steps, practitioners need to provide consultation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This makes this branch of care particularly well-suited to video consultations, which are becoming a routine part of the IVF journey. Platforms like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://ivf-cube.eu/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"IVF Cube\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" use \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/files/trusted-by-telehealth\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby’s video call API\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to make remote coordination and frequent virtual communication the norm.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many fertility clinics globally also use video appointments for initial consultations and follow-ups, giving patients flexibility without sacrificing continuity of care. This appears to be \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sciencedirect.com/science/article/pii/S2666334121000349\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"largely adopted by patients\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" who live farther from clinics, as it could reduce visit times.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Patients who used telemedicine as part of their fertility treatment even \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.rbmojournal.com/article/S1472-6483%2823%2900851-9/fulltext\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reported high satisfaction levels,\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with 91% saying they were satisfied.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"At-home care coordination and family involvement\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Video consultations are becoming more central in care settings where multiple people need to be involved.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This trend shows up strongly in elderly care, chronic condition support, and home-based care coordination, where video helps bring the patient, family members, carers and clinicians into the same conversation without travel. Clinicians can also assess cases without needing to be physically present.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://westhealth.org/wp-content/uploads/2024/01/wardlow-et-al-2023-perceptions-and-uses-of-telehealth-in-the-care-of-older-adults.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Research in the care of older adults\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" shows that clinicians view improved engagement between stakeholders as one of telehealth’s key benefits.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Providers like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://immedicare.co.uk/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immedicare\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" deliver video-enabled clinical healthcare services into care homes, allowing clinicians to connect with residents and care teams remotely via secure video links.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Within care homes and home care services, video is now used for family check-ins, clinician collaboration, remote nurse reviews, and medication or care plan discussions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Triage and follow-ups in dermatology\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Dermatology is another area where video consultations work well, particularly for triage and follow-ups.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Providers like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://doctorondemand.com/skin-care\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Doctor on Demand\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", offer video appointments with dermatology-trained clinicians, allowing patients to discuss symptoms, show affected areas on camera, review treatment plans, and decide whether specialist or in-person care is needed.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Used this way, video helps reduce waiting times while ensuring clinic capacity is reserved for more complex cases.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Telehealth isn’t just for humans\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Approximately \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.latimes.com/veterinarians/health/emergency/story/veterinary-telemedicine-pet-health-crisis\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"52% of pets in the US\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" don’t receive necessary care for medical issues, often due to cost or access barriers. However, telehealth seems to be improving access to pet care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An increasing number of veterinary practices are using video calls to support triage, follow-ups, and day-to-day owner guidance. Teleconsulting, which allows vets to provide advice over phone or video, is the most common telehealth model in veterinary care, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.akveo.com/pet-care/veterinary-software-development/telehealth\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"generating $132.8 million in 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and capturing 36.36% of the market.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While this isn’t replacing in-clinic exams and surgery, it reduces unnecessary visits and helps vets focus on the cases that truly need hands-on care.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Platforms like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://firstvet.com/uk\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FirstVet\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", which offer video consultations for pet owners, show how video calls can be used for events like post-op check-ins, mobility and behaviour monitoring, skin or ear assessments, and more.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Used this way, telehealth lowers stress for animals, saves time for owners, and helps clinics prioritise their workload more effectively.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The new normal for healthcare delivery\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When you zoom out, telehealth is becoming an essential layer of service across different care sectors.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From pharmacies to vet practices, patients want healthcare that fits into their lives while providers want to reduce no-shows, friction and administrative load.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Telehealth and video consultations help solve these problems so care can be more accessible and easier to deliver.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you’re thinking about how to integrate video, it doesn’t have to disrupt your existing setup. With video call APIs designed for telehealth like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby Embedded\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can embed secure video directly into your platform without rebuilding your system.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Find out more about \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"how it works here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=750&h=500&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1080&h=720&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1366&h=911&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1920&h=1280&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=750&h=500&fl=progressive&q=50&fm=jpg","srcSet":"//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=750&h=500&fl=progressive&q=50&fm=jpg 750w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1080&h=720&fl=progressive&q=50&fm=jpg 1080w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1366&h=911&fl=progressive&q=50&fm=jpg 1366w,\n//images.ctfassets.net/dbi9opon8gj1/205N87S3fvPimk7ozusgc4/cd112769274c5d55101b6bd6d0414fb8/unwind-with-your-fourlegged-friend-man-his-beagle.jpg?w=1920&h=1280&fl=progressive&q=50&fm=jpg 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#887878","width":1,"height":0.6666666666666666}},"title":"The New Virtual Care Use Cases Powering the Next Phase of Telehealth","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What emerging video consultation use cases are shaping the next phase of digital healthcare delivery? Here are a few we’re seeing.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}},{"id":"047abd03-f0f9-51d9-96f7-6336a3d1284b","slug":"hidden-cost-of-good-enough-tech","publishDate":"2026-01-28T00:00+00:00","type":null,"body":{"raw":"{\"data\":{},\"content\":[{\"data\":{\"target\":{\"sys\":{\"id\":\"44xqy4Z6urm1wopCeqfilE\",\"type\":\"Link\",\"linkType\":\"Asset\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For many healthcare teams, the video call solution and other tech stack often falls into a category where it’s not great, but it’s also not broken enough to switch immediately.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Switching feels risky and expensive, especially when there’s always another priority competing for attention.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But the truth is that in virtual care, what feels like a safe decision is often quietly accumulating risk, cost, and lost opportunity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this post, we’ll explain how exactly this piles up and why you should reconsider sticking with a suboptimal solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The real cost of settling for “good enough” tech in virtual care\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The most dangerous costs aren’t always obvious line items on a budget. They’re the slow, compounding effects that show up months or years later. Here’s how they show up in telehealth.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Patients and clinicians quietly lose trust when there’s frequent reliability issues\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Frozen screens, poor audio, or confusing workflows don’t always trigger alarms internally, but patients and clinicians often remember them.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, these frustrations show up as low patient satisfaction scores, an increase in technical support tickets, and churn to other telehealth providers.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, reliability is part of the clinical experience. And since expectations are high, especially when it relates to their healthcare, a solution that’s “mostly fine” today may not scale tomorrow.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Engineering teams pay for the migration cost daily\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Oftentimes, the current solution works well enough because engineering teams have learned to work around its quirks. Sometimes, teams say they prefer to stick with the solution they know rather than risk any issues with a new provider.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What they don’t see is that these ‘good enough’ solutions often tend to require:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Custom workarounds and brittle integrations\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ongoing maintenance for features that should be native\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engineering time spent firefighting instead of innovating\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These efforts compound. So every month spent maintaining a fragile system is a month not spent improving the care experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If the pain doesn’t come from ongoing maintenance, it comes from unexpected problems that disrupt the engineering roadmap. Primarily because teams have to drop everything else to find a fix.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instead of spending engineering resources on launching new features or being innovative, it’s spent on maintaining or fixing an unforeseen problem with the existing solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider evaluating how much these recurring or one-off maintenance costs are and compare them to how much the team could have saved if you migrated earlier.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Compliance and security risks grow over time\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Virtual care as we know it comes with regulatory, security, and privacy expectations that only increase over time. What feels “acceptable” today may become a serious liability as standards tighten and scrutiny increases.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When a team sticks with a tech stack that isn’t built for telehealth, they become exposed to security gaps that’ll surface during audits.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There’s also the last-minute compliance fixes whenever there’s a change in regulatory requirements, and most importantly, the growing risk that comes with scale.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Innovation is severely limited\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many digital health roadmaps depend on a solid foundation. At Whereby, this comes in the form of our \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reliable video infrastructure\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Having a solid foundation allows flexibility and makes it easier to roll out new features (guided quarterly by our customers’ requests).\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most telehealth providers want to focus on more personalized care journeys, AI-assisted clinical workflows, and new care models.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But if the underlying infrastructure requires several workarounds and cannot support these new features, it automatically stifles innovation. The focus shifts to finding ways not to break the system, rather than being innovative in care delivery.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your video call provider should be a tier-1 vendor that enables new care models and workflows to deliver actual value, instead of becoming another fragile layer in an already complex system.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Compounding frustrations lead to silent churn\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Teams relying on a “good enough” virtual care setup often don’t see immediate churn because patients and clinicians don’t complain loudly or cancel overnight.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The technology works most of the time, but small issues like an unstable connection or device compatibility issues start to add up.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"People still show up, but with less enthusiasm. Clinicians are less eager to schedule virtual visits, and patients are less likely to rebook. Virtual care usage becomes more inconsistent, even though nothing appears “broken.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engagement and confidence drop long before anyone actively decides to leave for a better alternative. The silent churn is a result of these multiple bad experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Competitors capture the churn you don’t see\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While one team waits for the “right time,” others are investing in a more reliable virtual care experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Teams with strong, dependable video solutions make onboarding easier, consultations smoother, and virtual care feel routine rather than risky. Clinicians trust the platform, and patients feel comfortable coming back.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When patients and clinicians start comparing options, those differences matter because a platform that “usually works” struggles against one that consistently does.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over time, the differences between reliable virtual care and a ‘good enough’ one become harder to ignore. So when patients and clinicians have a choice, they naturally gravitate toward the platforms that feel more professional, dependable, and easier to use.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7. Stagnation becomes the default\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many telehealth platforms scaled during the pandemic, then saw their growth slow down because their infrastructure wasn’t built to support the next phase.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Some platforms continued to grow by partnering with a reliable, scalable video provider like Whereby. With a strong foundation in place, they could focus on expanding care and improving experience instead of fixing what was already live.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In a market where virtual care is no longer new, long-term growth favors platforms that remove infrastructure limits rather than work around them.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"So partnering with a solid tier1 video call vendor increases your chances of long-term growth and scalability.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"8. Delaying the decision to switch usually means rushing it later\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most virtual care teams don’t actively decide not to switch technology. What usually happens is that they decide to wait for the right time or for something to go wrong.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At first, the reasoning is that ‘it’s not perfect, but it works well enough’\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\".\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" If interest surfaces, internal conversations start, and then it gets delayed when other priorities take over.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Eventually, when teams are finally forced to act, the timeline is no longer theirs to control. What could have been a thoughtful, low-risk evaluation becomes a rushed transition under pressure.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideally, if you believe a change is likely in the next 12 months, the lowest-risk move is to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/blog/how-to-run-a-successful-proof-of-concept-with-whereby-embedded/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"start evaluating\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" now. Early evaluation doesn’t mean early commitment; it creates options.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It gives teams time to understand migration effort, test assumptions, and move deliberately, rather than being pushed into a decision when “good enough” stops being good enough.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It’s time to switch to a better video call solution\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whereby enables digital health teams to embed secure, reliable video consultations directly into their product without the traditional heavy lifting of building and maintaining video infrastructure.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Built specifically for telehealth with over a decade of WebRTC experience, our video call API is guided by our global healthcare customers like Jane, Unobravo, Tebra, Accurx, and more, whose feedback directly shapes our roadmap.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Most telehealth teams often start small, launching a proof of concept in hours, then fully embedding and customizing over a few weeks.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Larger organizations often take a phased approach. They begin with a limited pilot, roll it out to a test cohort, and then gradually migrate more users onto Whereby. This allows teams to prove viability, gather real-world feedback, and give clinicians and patients time to adjust to the new experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you’re completely confident in your current setup, that’s great. But if there’s even a hint of doubt about whether your video stack will scale over time, it may be worth evaluating another solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Find out \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://whereby.com/information/embedded/healthcare\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"more about how Whereby works.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"},"preview":{"gatsbyImageData":{"images":{"sources":[{"srcSet":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=webp 750w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1080&h=704&q=50&fm=webp 1080w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1366&h=890&q=50&fm=webp 1366w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1920&h=1251&q=50&fm=webp 1920w","sizes":"100vw","type":"image/webp"}],"fallback":{"src":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=png","srcSet":"//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=750&h=489&q=50&fm=png 750w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1080&h=704&q=50&fm=png 1080w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1366&h=890&q=50&fm=png 1366w,\n//images.ctfassets.net/dbi9opon8gj1/44xqy4Z6urm1wopCeqfilE/3735d206c65d4bba4733f2afeb4c0517/WB199_-_New_Embedded_Assets_1.png?w=1920&h=1251&q=50&fm=png 1920w","sizes":"100vw"}},"layout":"fullWidth","backgroundColor":"#f8f8f8","width":1,"height":0.6516666666666667}},"title":"The Hidden Cost of “Good Enough” Technology in Virtual Care","excerpt":{"raw":"{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In virtual care, what feels like a safe decision is often quietly accumulating risk, cost, and lost opportunity. Here's how this happens and why you should reconsider sticking with a 'good enough' solution.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}"}}]}},"pageContext":{"id":"160459ff-c81b-5f4e-a4f9-6ff39d84f065"}},"staticQueryHashes":["3911361639"]}