In addition to shorter wait times and board-certified doctors, HR leaders are seeking a broader spectrum of care. (Photo: Shutterstock)
Increased use of virtual health care during the pandemic and worker demand for improved access to care are causing HR leaders to reassess their current telemedicine solutions. A surprising 60% of companies that currently offer telehealth or virtual health care benefits are open to changing providers this year, a new survey conducted by Perch Partners found.
This sea change is fueled in large part by two factors: increased adoption of virtual care during the pandemic and growing demand for improved access.
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COVID-19 accelerated the adoption of virtual care that otherwise might have taken years to achieve. Medical practices across the U.S. saw a massive decline in in-person office visits — falling to 60% fewer in-person visits in April 2020 compared with previous years.
Many people used virtual care for the first time and became confident in using it for their health care needs.
HR leaders concur: 75% of survey participants who currently provide virtual care to their workforce believe that people are now more open to using telemedicine due to the pandemic. In addition, that same cohort believes that virtual care will be a standard part of medical care going forward.
The survey also revealed that HR leaders want better performance from their virtual care providers. Notably, only 25% of survey participants reported that they "love their current provider."
Faster access to doctors is a top priority moving forward: 41% of HR leaders wish their current solution had shorter wait times. What else do HR leaders want? Survey respondents shared the need for:
- Extended hours for employees who work later or outside the traditional 9 to 5
- More board-certified doctors and specialists so employees are confident about the care and advice being given to them
- The ability to select your preferred doctor
- Reliability of providers in evaluating and making assessment of health issues
HR leaders also want solutions that meet the specific needs of their workforce.
In addition to shorter wait times and board-certified doctors, HR leaders are seeking a broader spectrum of care. Notably, 66% of respondents indicated that the availability of women's health services is very important as part of any virtual health care solution.
Interest in offering virtual care benefits to part-time workers and contractors is also surging. More than half of all HR leaders surveyed are open to offering a virtual care benefit to their part-time workforce.
Among HR leaders who currently offer virtual care to full-time employees, 81% are open to offering a similar solution to part-time workers. Among those who don't offer any type of virtual care or telehealth benefit, 60% are interested in this option for their part-time workforce.
Why offer this benefit to part-time workers? Survey participants responded:
- Because the welfare of all workers is paramount.
- It is a great perk for employees at this time with COVID-19.
- Part-time employees need it just as much or more.
- It just seems like the right thing to do.
- I would love for the entire team to be offered telehealth during the pandemic.
Several solutions that combine urgent care with ongoing primary care have emerged to meet this growing preference for virtual care. At the same time, the conditions and concerns that virtual care physicians can treat has expanded, making it a much more comprehensive option.
It's no secret that many people want to skip the trip to the doctor's office altogether. Thanks to new solutions, those who do not have severe medical problems can choose to manage their health virtually and see the same virtual primary care doctor for all their visits. Today, they can work with their virtual primary care doctor to manage chronic conditions such as diabetes and hypertension, as well as concerns such as allergies. The flexibility of 24/7 access to virtual care builds another layer of convenience into moving both urgent care and primary care online.
For many companies, the timing is right to add or change virtual care solutions. Benefits brokers should take note of the opportunity to recommend solutions that match the criteria of HR leaders, especially those that have the capacity to guarantee short wait times.
By carefully considering what's new among virtual health care solutions, benefits brokers will support clients in determining the program that offers the greatest value, as well as the greatest benefit, to today's workforce.
Sean K. Mehra is co-founder and COO of HealthTap, a leader in virtual health care that enables people across the U.S. to get care, receive guidance and counsel, and manage care remotely.
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