Vera’s Chief Medical Officer Kevin Wang says this growth will continue because COVID-19 has forced medical providers to become more patient-centric, not just in the care they deliver but in how they deliver it. This makes the convenience of virtual care an undeniable benefit because it significantly reduces the barriers to patient access.
Healthcare organizations now have a pressing question to answer: “How can we ensure virtual care doesn’t just improve convenience but also health outcomes?”
Before we dive into this, let’s quickly get on the same page about terms.
What’s the difference between virtual care & telehealth
“Virtual healthcare refers to the ‘virtual visits’ that take place between patients and clinicians via communications technology … A virtual visit can be a videoconference between a doctor and a patient at home. It could mean that a patient can interact with an offsite medical specialist via a high-definition conference hookup at his or her local clinic, instead of traveling to another city.”
Telehealth “is a broader term encompassing the entirety of remote and/or technology-driven healthcare.”
Now that we have a shared understanding of the terms, let’s shift back to the question at hand. How can we ensure virtual care improves patient outcomes?
Virtual care must augment an existing primary care model
There are virtual care platforms on the market that claim that more than 95% of care can be provided virtually. Others say that the majority of care can be provided via text. We question these assumptions.
We believe that any successful virtual care model must fit into an existing primary care model. There are two simple reasons for this:
Continuity of care: When virtual care is part of a broader primary care model, there can be continuity across all touchpoints for a patient. By leveraging a single EMR and working off a single care plan for each patient, the care team will be able to provide continuity across all interactions with the patient.
Coordinated in-person care when needed: At the height of the pandemic, Vera was able to provide 85% of its primary care services via virtual care. We believe this could be the norm going forward. But, there are still situations in which in-person care will be required, even with the advent of wearable technology applications designed for disease prevention and maintenance of health. Strong care coordination will make the transition from virtual to physical treatment seamless.
The platform matters less than the care philosophy
There are some basic requirements for any virtual care platform, including ease of use and HIPAA compliance, but beyond that, we do not think the platform should be the focus. The majority of any organization’s effort should be focused on making sure their care philosophy shines through in the virtual experience.
For example, Vera’s advanced primary care (APC) model emphasizes human connection, empathy, and care for the bio, psycho, and social well-being of each member. Our model has been developed in this specific way because it is proven to drive positive health outcomes. The main focus of our virtual care approach is ensuring that the same aspects that make our model effective during in-person interactions translate to the screen or phone.
Our belief is that by creating a virtual care approach that builds on the strengths of our existing model we will be able to meet members where they are and create a truly integrated care experience, no matter how a member is receiving care.