Most people surveyed (78 percent) say they understand their virtual care benefits, and 68 percent feel in charge of their health. People are most satisfied with their virtual care telephone experience (72 percent), followed by video (54 percent), texting (48 percent), and in-app chat (46 percent). At Elevance Health, nearly 8 in 10 affiliated health plan members who use virtual care report they get what they need from their virtual visit with a provider.

In addition, the survey found that behavioral health visits are most frequently conducted through video chat. Virtual offerings are addressing a need in behavioral healthcare, as roughly a quarter of affiliated health plan members’ virtual care visits are to address behavioral health concerns.

The study reinforces prior research, notably a Harris Poll commissioned by Elevance Health a year ago. That study found that about a third of people in the U.S. (32 percent) have used virtual primary care and that 94 percent of those people were satisfied with the experience. Those who used virtual primary care felt empowered, with 79 percent saying it helped them take charge of their health.
 

People still find in-person care useful

The most recent study also revealed some limitations with virtual care.

Sixty-two percent of respondents were concerned about the inability to receive a physical examination, and 40 percent cited the potential for delays or missed diagnoses with virtual care. High-impact care, such as urgent care or child check-ups – which require physical interaction – are still seen as best suited for in-person care.

To address this, hybrid models combining virtual care and in-person care can offer patients the flexibility to access healthcare both physically and virtually. This approach enables timely interventions, reduces travel burdens, accommodates schedules, and facilitates continuous monitoring and support, ultimately leading to improved health outcomes.

Integration is key

A crucial requirement for those who use virtual care is their desire for all their care professionals—from primary care physicians to specialists, to virtual care providers—to have the same information. A majority of people surveyed (83 percent) say it’s important for their virtual care services to be integrated in this way with their existing healthcare services and medical records.

Such integration requires a seamless flow of information. A person's medical history – including past treatments, medications, allergies, and diagnostic information – should be easily shared among multiple providers, even if they use different systems. There should be streamlined communication among different departments – like diagnostics, treatment, counseling, pharmacy, and administration.

Having access to accurate, up-to-date patient information helps doctors provide coordinated care. They can make informed decisions in real-time, which enhances patient safety, decreases redundant testing, and lowers costs.

Such a seamless flow of information also enables people to participate more actively in their own care. With access to their medical records across different providers, they can convey critical information when needed.