Technical connection success rate is the percentage of attempted telehealth visits where both patient and provider successfully establish a stable audio/video connection sufficient to complete the clinical encounter.

This is the foundational metric for telehealth operations. Everything else—clinical quality, satisfaction, revenue—depends on patients and providers actually being able to communicate. Technical failures create the worst patient experience: time invested, problem unresolved, frustration high, trust destroyed.

Track both connection establishment (did the call connect?) and connection stability (did it stay connected?). A visit with three disconnections and choppy audio technically "succeeded" but delivered a terrible experience. Define quality thresholds—minimum audio clarity, video resolution, latency—and measure against them.

High-performing telehealth platforms achieve 98%+ connection success rates. Below 95% indicates infrastructure problems requiring immediate investment. Segment failures by device type, browser, network type, and geography to identify whether problems are systemic or concentrated in specific technical scenarios.

Related terms: Virtual visit completion rate, Patient satisfaction score, Appointment completion rate