Striking the balance between virtual and in-person care is a key trend to watch heading into the rest of 2022, according to a new survey from Evernorth.
Ipsos surveyed 3,000 consumers, 575 human resources professionals and 58 health plan leaders on behalf on the Cigna subsidiary. The report underscores patients' growing comfort with virtual care and telemedicine in the wake of COVID-19, with 75% saying they agree more care will be provided virtually; 57% of those surveyed said they used virtual care over the last year.
However, consumers are not enthusiastic about virtual options in all settings, according to the survey. While 35% of those surveyed said they were satisfied with their experience in virtual primary care, just 11% said the same about behavioral health care. Nineteen percent said they were satisfied with virtual care for specialty services, while 5% said the same for physical therapy and 6% for nutrition and diet services.
While satisfaction with virtual behavioral health care was mixed in the survey, a growing number of people are seeking behavioral health services in virtual settings.
In 2021, the number of people seeking virtual counseling or mental health care hit 17%, up from 11%.
"Growing evidence shows that virtual care won’t completely replace in-person care, and that the two are better together," according to the report. "For example, some types of care, such as primary care and behavioral health, are ideal for virtual settings. Other care, like specialties that require more physical interaction and/or examinations, are not. This suggests the need for a hybrid approach to deliver optimal care for consumers in the future."
While patients seek a balanced approach, plan sponsors are focused on virtual care, according to the report. More than 75% of the surveyed health plan leaders said they will prioritize virtual care options over the next two to three years.
As they consider investments in virtual options, plan sponsors should review the demographics of their member populations and how those groups are likely to engage in virtual care, the report suggests. They should also be considerate of potentially underserved groups for virtual care.
"Regardless of any apprehension on the part of consumers, plan sponsors intend to continue emphasizing telehealth over traditional in-person models," the report says. "While HR decision-makers are more likely to prioritize virtual care and digital care management solutions, health plan leaders are also attuned to the importance of virtual care access points."