Research report Telehealth strategy

Getting beyond the either/or
of virtual vs. in-person care

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From the consumer perspective, where are the greatest opportunities for expanding virtual healthcare? And how can healthcare providers testing these new waters deliver a personal, patient-first virtual care experience on par with in-person visits?

This research report examines different care contexts to identify where virtual makes sense – and where it may not. It reveals patient expectations and preferences for interacting with providers – and where technology needs to be supplemented with a human touch.

Telehealth adoption and openness surged over the past year, with 83% of patients now saying they are willing to seek virtual care.

Non-urgent sick and wellness visits offer an easy gateway to Telehealth, while the frequency of visits for ongoing condition management makes it a good fit for virtual care.

Nearly 70% of patients still feel that in-person care is more reliable, though they remain open to telehealth.

While digital experience is less of an “expectation” in healthcare, it is becoming more of a differentiator with over half (56%) of customers expecting easy digital experiences and even more (61%) expecting telehealth options.

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