Virtual primary care: Relational care without geographic boundaries

More recently, forward-thinking health care professionals have begun to highlight the longer-term consequences of a large-scale shift to tele-based care — and for good reason. The financial implications alone give one pause: A 2017 study in HealthAffairs found that telemedicine increased rather than reduced health spending; its cost-per-encounter billing model can often come with a hefty price tag for employees; and its lack of plan integration prevents referrals to high-quality and cost-effective local providers.

The biggest danger of telemedicine, however, is the “box of chocolates” problem. When a patient signs on for a telemedicine appointment, they never know what they’re going to get. With a new provider every visit, no access to historical medical records, and limited follow-up capabilities, telemedicine offers zero continuity and risks significant gaps in patient care. Add to this the medical homelessness that results from a false sense of security in telehealth services, and the current trajectory of virtual health care has the potential to completely eliminate the doctor-patient relationship. The data proves this out: A recent Deloitte study found that despite increased usage of telemedicine in 2020, fewer patients overall were happy with their virtual clinician.