Patients satisfied with virtual primary care, though more work needs to be done

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At 94%, the vast majority of patients are satisfied with their experience pursuing virtual primary care, and nearly four in five (79%) say it has allowed them to take charge of their health, according to a new survey released by Elevance Health, formerly Anthem.

Elevance commissioned the Harris Poll to conduct an online study of more than 5,000 U.S. adults around virtual primary care. Specifically, the study aimed to gain insights into consumers' interest in virtual primary care as a resource to improve their health and wellbeing.

While telehealth and online healthcare services are rising in popularity, Americans' familiarity with virtual primary care is divided – with around half (48%) being familiar with the term. Nearly three-quarters of Americans (73%) like virtual primary care or find it appealing. Convenience (35%) and accessibility (31%) are among the top traits which Americans like or find appealing about virtual primary care. The overall ease of use (30%) is also appealing.

Even though a majority like or find virtual primary care appealing, people still have questions. Around three in ten Americans who have not used virtual primary care as a source of primary care (31%) believe that doctors need to see their problem in person to know what is wrong. Around a fifth say they do not know if it is covered by their insurance, so they feel it may cost more (21%).

WHAT'S THE IMPACT?

While a majority of Americans (82%) feel their health is excellent or good, more than three in five Americans (63%) are currently living with or managing a chronic health condition(s). Nearly two-thirds (62%) of those living with a chronic condition believe virtual primary care may help them take charge of their health.

Many Americans feel virtual primary care can be a great way to increase access to healthcare for people who may otherwise be unable to visit a provider in person (83%). But the motivations to use it may differ – with those living with or managing chronic conditions being intrigued by the array of services easily available to them. Those without a chronic health condition who have a primary care physician are more likely than their counterparts to wish their primary healthcare provider used more digital forms of communication (47% vs. 39%).

Americans with a chronic health condition are more likely than those without one to be familiar with virtual primary care (52% vs. 42%).

As digital communications dominate everyday interactions and business transactions, the survey found an opportunity for providers to increase adoption of technology to address a gap in consumer use of digital communications in healthcare. Around two in five (41%) Americans who have a primary healthcare provider wish digital forms of communication, such as text messages or emails, were used more.

Overall, 71% of Americans believe the healthcare system is changing for the better with the inclusion of virtual primary care. And 83% believe it's a great way to increase access to healthcare for people who may otherwise be unable to visit a provider in person.

THE LARGER TREND

Insurers are taking note of virtual primary care's growing popularity. In 2021, when Elevance was still known as Anthem, it debuted Aetna Virtual Primary Care through CVS Health. The company said at the time the program would make it easier for people to get the healthcare services they need.

Then, in September 2022, Blue Cross Blue Shield of Massachusetts said it would introduce a new virtual primary care option called the "Virtual Care Team Feature," which enables members to receive comprehensive virtual healthcare through a team that includes dedicated primary care providers.

These providers can treat certain mental health issues and provide health coaching from two national healthcare providers, Carbon Health and Firefly Health, said BCBS.
 

Twitter: @JELagasse
Email the writer: jeff.lagasse@himssmedia.com