Virtual care is increasingly critical in healthcare delivery, and numerous surveys and studies evaluate a multitude of topics, from effectiveness to patient readiness to provider adoption. This body of research is lacking in one crucial area: how health systems are deploying and using virtual care. The 2018 On-Demand Virtual Care Benchmark survey fills that gap.
The results of this report are organized into three key categories: virtual care operations, technology, and clinical uses and results.
VIRTUAL CARE OPERATIONS
This section explores how virtual care is set up and supported in healthcare organizations. Topics include: patient populations and utilization, strategy and operational responsibility, budget and finance, goals and challenges, and future plans.
This section evaluates the technology used for on-demand virtual care, as well as how virtual care fits into the digital health landscape. Topics include: multiple modalities, integration, and other telehealth and patient-facing solutions in place.
CLINICAL USES AND RESULTS
This section analyzes the clinical benefits and outcomes from on-demand virtual care programs. Topics include: staffing and efficiency, conditions treated, and clinical quality.
- Virtual Care Operations: 96.4% of respondents indicated an intention to expand their virtual care service in the next 12 months.
- Technology: 53.8% of respondents without on-demand virtual care expressed integrating with existing technology as a challenge, while only 21.4% of respondents identified virtual care integration with their EMR as a challenge.
- Clinical Uses and Results: 43.3% of respondents reported the average work time for clinicians using virtual care is 1-5 minutes.