While the COVID-19 pandemic may have accelerated the demand for and use of virtual care, current trends and individual perceptions indicate virtual care is here to stay.
An analysis by McKinsey & Company found that virtual care use has stabilized at levels 38 times higher than before the pandemic. That same analysis showed that 40% of individuals believe they will continue to use virtual care going forward and 40–60% of individuals expressed interest in a broader set of virtual care solutions such as virtual-first health plans.1
This rapid expansion of virtual care is dramatically reshaping how healthcare is delivered, and it’s no longer enough for virtual care to provide individuals with a convenient way to access care for acute conditions. The next generation of virtual care must be held to a higher standard—it must successfully support individuals with chronic conditions, connect caregivers to the best health systems, support comprehensive mental and behavioral health challenges, and improve the individual experience to access, outcomes, and affordability.
A group of clinical leaders surveyed by Deloitte think that in the future, about 1 out of 3 primary and chronic care management visits will be conducted virtually, versus pre-COVID estimates of 1 out of 20 visits.2
As consumer demand grows, health plans have an opportunity to shape a new environment which includes the convenience that members have grown accustomed to, the reduced price point for virtual visits that health plans have now come to expect, and a new emphasis on quality and outcomes.
The full value of virtual care may not be realized if it becomes just another piece of the old healthcare puzzle unless health plans focus in on these three key areas:
- Access to high quality virtual primary care
Practicing physicians estimate that about 90% of the care they deliver can be provided virtually given the rapid advancement of technology, devices, and digital health tools. - One stop shop virtual-first platform
This means access to a fully integrated health system that includes in-network services in addition to integrated primary care, chronic condition management, and behavioral and physical health. - In-network expert medical opinions
A high-quality expert medical opinion delivered virtually can guide members with complex needs to get the right diagnosis and treatment, while preventing unnecessary care, poor health outcomes, and thousands of dollars in medical bills. A virtual service is especially important for rural members who may not have immediate access to the right experts and providers.
Included Health is a comprehensive, integrated care delivery platform and designed a virtual-first experience with whole-person needs in mind, from primary care to integrated behavioral health, health plans and employers can help improve member outcomes and lower total healthcare costs, while facilitating timely, convenient, and equitable access to high-quality care for all.
Resources:
- Bestsennyy, Oleg et. al., McKinsey & Company (2020), “Telehealth: A quarter-trillion-dollar post-COVID-19 reality?”
- Deloitte Team (2021), “Virtual Care Accelerated”
- Bestsennyy, Oleg et. al., McKinsey & Company (2020), “Telehealth: A quarter-trillion-dollar post-COVID-19 reality?”