Why Patients Are Frustrated — and What Medicare’s New Telehealth Rules Really Mean

By Lady Flava | Simply Flava Reflections on Healthcare

TL;DR: COVID made virtual visits a lifeline. Now, as Medicare rolls back many of those telehealth flexibilities, patients—and the staff who care for them—are feeling the strain.

🌎 Who We Serve

At Swedish Neuroscience, we don’t just see Seattle locals.

Our patients travel from every corner of Washington, and many of our providers are also licensed in Idaho, California, and Arizona and more.

For our Eastern Washington patients, a visit often means driving hours across the mountain pass to reach Issaquah or Seattle. During the winter months, snow, ice, and pass closures can make that trip unpredictable and unsafe.

Virtual appointments weren’t just convenient — they were essential. They allowed patients to continue care without risking dangerous travel, especially for follow-ups, medication reviews, and post-operative check-ins.

Now, with Medicare rolling back coverage for many virtual appointments, these same patients face renewed challenges: Do they risk the drive, delay care, or forgo it altogether?

💔 Why This Hurts Real People

From my front-desk view, I see:

Patients with mobility challenges who now face exhausting trips for simple conversations. Long-distance patients coordinating flights, hotels, or long drives for 15-minute visits. Caregivers rearranging work schedules and family responsibilities all over again. And staff—like me—delivering the news that their virtual visits may no longer be covered.

It’s not “just a policy change.” It’s extra steps, extra costs, and extra stress for people already carrying a lot.

🕊️ What We Can Do

For Patients and Caregivers:

Call your plan first. Ask: “Is a virtual visit covered for this appointment type?” Ask your clinic if part of your care can remain virtual (education, med reviews, paperwork). Use patient portals for refills and updates that don’t require a billed visit. Plan ahead for winter months—ask about same-day coordination for labs or imaging to reduce travel.

For Clinics:

Post a simple explainer at check-in: “Telehealth Coverage Has Changed—Here’s What to Expect.” Help long-distance patients plan bundled visits. Keep a list of transportation resources for patients who must travel. Advocate at the organizational level for continued virtual access across state lines.

🌻 Closing Reflection

“Virtual care didn’t just save time — it opened doors for people who live hours away.

Rolling back that access isn’t just policy change; it’s a setback for equity.”

— Lady Flava