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

Study reveals opportunities and best practices for healthcare providers to adopt a human-centered, hybrid model of care.

Over the past year, the rapid adoption of telehealth has opened the door for a new level of convenience and ease in healthcare interactions to put patients – and their preferences – at the center of care. As more patients and providers embrace virtual care, however, it’s becoming clear how important trust, comfort, and an ongoing relationship are in any mode of care.

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 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.


Relationships translate to trust. Patients are far more likely to believe a diagnosis from PCPs and known specialists.

Some key insights from the latest findings…

  • 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

To learn how Hero Digital can help you act on these insights to improve your patient experience, contact us.