Virtual care is popular, but challenges remain

The growing interest in virtual care has been a hot topic since the early days of the COVID-19 pandemic, when many more consumers received health care via telemedicine. However, with some exceptions, many areas of care have switched back to in-person appointments. A new study from Evernorth looks at how virtual and in-person care co-exists currently. The report examines the results of a 2021 survey that involved more than 3,000 consumers, 575 HR decision-makers, and 58 health plan leaders.

Finding the right balance

The report found that a successful mix of in-person and virtual care will require a balance—the study calls for a hybrid model that combines the two approaches.

The survey results showed that overall satisfaction with virtual health care remains high, but that there is a waning enthusiasm which suggest that consumers have some mixed feelings. A majority of consumers (57%) reported using some type of virtual care in the previous year. Interest in virtual mental health also grew—those services saw an 11% increase in 2020 and a 17% increase in 2021.

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The results of the survey suggest a nuanced approach to virtual care by consumers. “Consumers are accepting the virtual care paradigm as a practical compromise,” the study said. “While they may appreciate the personal nature of traditional, in-person care, the benefits of virtual visits (e.g. convenience, savings) outweigh the drawbacks”

Still, the use of virtual care for mental health seemed the most popular application. “Consumers are decidedly less enthusiastic about applying virtual solutions to other types of care,” the report said. “In their minds, specialties requiring more physical interaction and/or examination—such as physical therapy—are among the least conducive to virtual care.”

The researchers also found that consumers took a wider approach to mental wellness, listing work-life balance higher than virtual mental health visits as a priority.

Digital tools, affordability, and access

Consumers also were highly interested in digital tools for health care, such as online access to health information, the ability shop online for provider, and the ability to use cost comparison tools. The study found approximately 80%-90% of respondents wanted those digital tools.

Affordability also ranked high on consumers’ list of concerns. Worry about affordable medical costs increased from 69% in 2020 to 75% in 20212. Of the plan members surveyed, 71% said they were worried about inability to afford premiums in 2021, up from 66% in 2020; 71% said they were worried about coverage being insufficient for their medical needs in 2021, up from 64% in 2020.

The report noted that some consumers are accessing health care options outside their health plans. These direct-to-consumer (D2C) solutions concern plan owners, as they introduce possible disruption of the established employer-sponsored plan model. The report recommends that companies and HR professionals engage in dialogue with workers to get a better handle on how to address their health care concerns.

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