Navigating the Future of Virtual Care


As we begin to emerge from the pandemic, virtual care and virtually enabled care will become an increasingly significant part of health systems’ long-term strategy for delivering care. Following record-setting investments in digital health and, in particular, virtual care, providers in our network tell us that they are focusing on five key changes:

  1. Evaluating staffing and provider network needs
  2. Investing in a user-centric experience
  3. Exploring new business and operating models
  4. Piloting innovative care models
  5. Developing asynchronous virtual care strategies

But health systems are still figuring out the best way to implement virtual care. Among the remaining questions are how health systems will handle the mainstreaming of virtual care and how they will compete against disruptors.

To address these questions and learn more about what health systems are thinking about virtual care and patient engagement, we held a webinar, Going Virtual: Navigating the Future of Virtual Care, moderated by our own Oliver Lignell, Senior Vice President, Consulting. Joining him were Matt Cole, Chief Information Officer at Cleveland Clinic; Dustin Hufford, Senior Vice President and Chief Information Officer at Cooper University Health Care; Dilip Kenshu, CEO of the BORN Group; and Cynthia Perazzo, Executive Vice President, Insights and Advisory at AVIA.

Watch the full webinar here.

Here’s a teaser of what you’ll discover when you watch the webinar.

How health systems are addressing digital engagement and virtual care services

The panelists agreed that virtual care will be woven into the overall care journey. As the most severe threat of the pandemic wanes, they can focus on using virtual services to improve access to care and ensure they’re putting their patients first. They can also ensure their digital strategies align with their overall organizational priorities. To reach these goals, health systems are rethinking their operational models to integrate their physical and digital capabilities.

Shifting from disparate solutions to platforms

The panel shared their thoughts on the shift in solutions from distinct, separate point solutions — such as solutions for video visits, remote monitoring, and the like — to the platforms that are emerging. Our panelists reported that health systems are looking to implement platforms, but the platforms aren’t yet to the level of integration required to eliminate friction from the patient experience. These leaders said they are still waiting for the ideal platform to be built that connects all the dots between the technology and delivers a personalized experience.

Exploring the rise of virtual care

The panel agreed that health systems need to evaluate how to make their virtual care offerings more appealing to consumers and how to use their services to differentiate themselves from other health systems. They explained that virtual care must become a seamless part of the patient and provider experience to overcome the disruption from nontraditional providers. And, perhaps most importantly, they emphasized that the critical thing is not just to implement the technology — it’s to transform their businesses to support virtual care.

To learn more about what our panelists said about why and how health systems need to lean into virtual care, watch our webinar.