eBook: Measuring Success in Virtual Care – Your Complete Guide to Return on Investment


How success is defined and measured will vary between health systems. Factors including organizational goals, local markets and regulatory environment will impact which metrics make sense to track and what targets health systems should aim for. This ebook is designed to help health systems identify key performance indicators for their virtual care service and develop a comprehensive program for measuring its success.


  • The business of virtual care
  • Defining virtual care goals
  • Choosing the right KPIs to measure
  • Virtual care ROI
  • Long-term growth and success
  • Measuring success and maintaining accountability with reporting
  • SWOT Analysis & Organizational Strategy Scorecard Template

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Key Takeaways

  • While it’s important to analyze the internal environment of your healthcare organization when setting virtual care goals, evaluating partner capabilities, patient demographics, the external marketplace, and the regulatory environment are all equally necessary to evaluate.
  • The value of launching a virtual care service lies more in enhancing long-term strategy than in short-term financial impacts due to its intangible benefits.
  • ROI in virtual care has little to do with revenue from virtual visits. Other ways to measure virtual care ROI include employee benefit, reduced patient leakage, and new patient acquisition, among other metrics.
  • When developing a reporting plan to measure virtual care success, it’s essential to consider timing, content, reporting metrics by functional area of an organization, and the audience of the reporting.