How telemedicine is changing health care

The steps required to combat the COVID-19 pandemic have spurred innovation and the adoption of technology and digital tools like telemedicine at an unprecedented rate. Although telemedicine was beginning to gain momentum before COVID-19, the pandemic accelerated the adoption to allow for continuity of care at home. And, it’s become clear that telemedicine is here to stay and will be utilized well beyond COVID-19 as both providers and consumers realize telemedicine’s logistical convenience and cost advantages.

Change often drives innovation and a wiliness to try new things. Given that our family has been unable to access in-person medical care while sheltering in place, we’ve used telemedicine instead and I anticipate using it more often. For example, when we are back to traveling, we have the security of knowing my daughter can quickly see her pediatrician through a video call in a non-emergency situation. Or perhaps, next winter if I get cold symptoms, I could see my primary care doctor without leaving my home.

Undoubtedly, the way we engage with health care is changing across the board - for both providers and patients. Here are some ways we have seen telemedicine usage increase during the COVID-19 pandemic:  

Providers See Telemedicine as a Gateway to Efficiency

Provider use of telemedicine is skyrocketing, with McKinsey finding that providers have rapidly scaled offerings and are seeing 50 to 175 times the number of patients via telemedicine than they did before. In addition, this increased use has boosted the approval ratings of telemedicine among providers, with McKinsey reporting that 57 percent of providers view telehealth more favorably than they did before the pandemic and 64 percent indicating that they are more comfortable using it.

Telemedicine opens opportunities for greater efficiency for many providers – allowing them to reduce overhead including personal protective equipment and maintaining exam rooms. It can also help a provider optimize their practice efficiency by reducing cancelation rates and late-arrival appointments, enabling them to see more patients each day.

These efficiencies can help providers invest in new technologies to broaden capabilities. For instance, recent research found that, while providers are currently focused on telemedicine solutions, many plan to make broader technology investments in the next 5-10 years. Examples include investments in synchronous technology, enabling real-time interactions, as well as remote monitoring and patient engagement capabilities. Viewed holistically, these investments will give providers a much more comprehensive look at patient health and allow them to contact patients quickly and easily.

Patients Realize the Convenience and Open Lines of Communication

For many patients, telemedicine provides greater convenience and access, supporting continuity of care. A Massachusetts General Hospital report shows 79 percent of responding patients say finding a convenient time for a follow-up virtual video visit is easier than for a traditional office visit, and another 68 percent rate virtual video visits at 9 or 10 on a 10-point scale. Convenience and access to care through telemedicine will likely grow as more virtual care options become available through services such as Teladoc and MinuteClinic. MinuteClinic Video Visits are available on-demand or by appointment 24/7 in 43 states and Washington, DC, including states where there is no MinuteClinic physical presence. MinuteClinic Video Visits enable patients to receive care and appropriate prescriptions quickly and conveniently – no matter their location.  

For example, my husband recently had a medical condition in his right eye. Although he tried to care for the condition at home, it became clear that he should consult a professional, so he scheduled an appointment for a MinuteClinic Video Visit. Within an hour of his call to make an appointment, he saw a provider and received a written prescription, which was sent, per his request, to our CVS Pharmacy for fulfillment.

Many consumers intend to continue using telehealth services post-pandemic, foreshadowing what our “new normal” might look like. While telehealth has increased due to the immediate need to avoid exposure to COVID-19, research shows that 76 percent of consumers are now interested in using telehealth going forward, compared to just 11 percent of consumers using telehealth services last year.

As we all continue to navigate the twists and turns of the pandemic, I look forward to using the expanded health care options my family now has to access care in a way that works for us. I’m excited to see the way providers and patients embrace the recent innovations in digital technology to create a new care experience – one that is simpler and more convenient than ever before. Although we have struggled and still face significant challenges in the months ahead, I am confident that the new models of care developed during the pandemic will have a lasting positive effect on our health care system.