When health systems add new technology, the goal is simple: help more patients without sacrificing quality. New research shows that one form of telemedicine—quietly reviewing patient information without a live visit — can do exactly that.
Sokol Tushe
The study, co-authored by Sokol Tushe, assistant professor of information systems at the University of South Florida, examines what happened when Georgia clinics in the Veterans Health Administration rolled out asynchronous, or “store-and-forward,” telemedicine alongside traditional appointments.
Published in Manufacturing & Service Operations Management, the research uses detailed operational data to track how care changed. The new channel created a sorting effect. Simpler cases shifted to remote review, while more complex patients were increasingly seen in person.
That shift reshaped clinic workloads. In-person visits became more resource-intensive, requiring about 20% more recommended visit time and roughly 8.5% more clinical resources. But the overall system became more efficient. Specialists saw more patients each month across both channels, thanks to the speed and flexibility of asynchronous consultations.
Access improved, too. Average wait times for in-person specialist visits fell by more than one-third, and wait times for common medically necessary procedures declined.
The gains stem from smarter triage and better matching between patient needs and care format — while reducing workflow disruptions for physicians.
Asynchronous telemedicine doesn’t just add another access point. It reshapes care delivery, freeing up capacity, shortening waits, and helping health systems serve more patients effectively.
Authors: Sokol Tushe, University of South Florida; Diwas Singh KC and Howa Yeung, Emory University; Hao Ding, Auburn University.