Most Americans Find Virtual Primary Care Effective, Appealing

Recent survey results released by Elevance Health found that most Americans who participated in virtual primary care said their experience was satisfactory and that the service effectively enabled them to manage their health.

Formerly known as Anthem Inc., Elevance Health is a health insurer. Through the survey, Elevance aimed to gather data on virtual primary care, its outcomes, and what patients think. The payer commissioned the Harris Poll to conduct an online survey of more than 5,000 US adults aged 18 and over.

Researchers found that 79 percent of study participants believed virtual primary care allowed them to take charge of their health, and 94 percent were satisfied with their experience.

“Consumers are using digital technologies at an accelerating pace, and consistent with this, we’re seeing at Elevance Health use of telehealth that is nearly 20 times greater than pre-pandemic levels,” said Rajeev Ronanki, president of digital platforms at Elevance Health, in a press release. “Virtual primary care gives individuals the opportunity to work with innovative services that make healthcare more convenient, accessible, and fit into their increasingly busy schedules. The study’s findings reiterate the desires of consumers to use digital technology – along with using traditional in-person care options – to take control of their health.”

Though a little less than half of the survey respondents (48 percent) claim to be familiar with virtual primary care, a majority (73 percent) find the service appealing. Another significant finding was that convenience and accessibility were the top traits attracting Americans to virtual primary care, with 35 percent and 31 percent, respectively, citing these traits as appealing. Also, 30 percent stated that they find the service's general ease of use helpful.

But some Americans are still hesitant about using virtual primary care services. About 31 percent who have not used virtual primary care believe that an in-person visit with a provider is required to fully diagnose a medical issue. Also, 21 percent believe their insurance coverage will not compensate for the care, leading to further out-of-pocket costs.

On the flip side, those battling chronic conditions reported positive associations with virtual primary care. Although 82 percent of Americans feel their health is excellent or good, 63 percent are battling chronic health conditions. Among those living with a chronic condition, 62 percent believe virtual primary care can allow them to take charge of their health.

The survey further shows that Americans with chronic conditions are more likely to be familiar with virtual primary care than those without these conditions. They are also more likely (36 percent) to have used virtual primary care than their counterparts, most commonly to access prescriptions, general wellness/treatment plans, and to address a non-urgent medical problem.

Overall, 41 percent of Americans with a primary healthcare provider prefer digital communication, and most Americans (71 percent) believe the expansion of virtual primary care is changing the healthcare system for the better.

These survey findings come on the heels of a report released at the end of October, which found that telehealth was highly used among those engaging in primary care and mental health services. It also showed that patient satisfaction with telehealth was high.