KLAS: Caregility, Teladoc, Doximity Perform Well in Virtual Care

A new KLAS report found that various virtual care platforms such as Caregility, Teladoc, and Doximity performed well for post-pandemic users, particularly in the areas of user experience, access to care, and satisfaction.

Following the rapid expansion of telehealth throughout the COVID-19 pandemic, there are many virtual solutions and platforms that have become a vital part of the new normal.

This KLAS report assessed various virtual care platforms, analyzing their proficiency when delivering telehealth services to consumers.

Caregility is a virtual care platform that received high scores for delivering care in complex inpatient settings. Patients described the platform as reliable, producing positive user experiences.

Regarding video conferencing solutions, Doximity scored well and had high use rates in simple outpatient settings. However, the report also mentioned that despite its high scores, many Doximity users are seeking a new solution due to the need for lower telehealth volumes and EMR integration.

Along with Doximity, users of telehealth platforms from Amwell, Updox, Mend, and VSee said they planned on switching to new platforms. Although reasons vary, they most often cited differences in plans, functionality preferences, and connectivity differences.

After assessing data regarding patient access and missed appointments, customers of Teladoc Health's InTouch reported high levels of satisfaction and ease when using the virtual care platform.

Further, patients often identified Doxy.me as a video conferencing solution that is well-priced and easy to use when engaging in appointments through links.

In addition, solutions such as Microsoft Teams and Zoom gained a reputation for being able to support multiparty calls during the pandemic.

Although the future of telehealth use is unknown, there is evidence showing the care modality will remain popular.

In April, the FAIR Health Monthly Regional Tracker reported growth in telehealth use, along with the reappearance of COVID-19 on the list of top five telehealth diagnoses for the first time since January. Throughout the pandemic, the tracker consistently reported that mental health conditions were the top telehealth diagnosis, indicating that patients battling those conditions prefer to receive care through telehealth.

Telehealth providers are also taking action to expand virtual care resources.

In April, Teladoc partnered with Northwell Health to deliver connected virtual care and expand care access. Per the collaboration, Northwell patients gained access to the Teladoc virtual care platform, as well as Microsoft Teams. A prior partnership between Teladoc and Microsoft resulted in Teams being integrated with the Teladoc Solo platform to enable clinicians to securely access EHR clinical data via Solo within the Teams environment.

Further, in July, Teladoc announced the addition of medication delivery and at-home lab sample collections to its Primary360 service, which provides virtual primary care.