The pandemic opened the door to many new technologies, including telehealth, that offer a new level of convenience and ease and put consumers — and their preferences — at the center of care. As more patients and providers embrace virtual care, however, it’s becoming clear how important trust, comfort, and an ongoing relationship are in any mode of care.

From the consumer perspective, where are the greatest opportunities for expanding virtual healthcare? And how can healthcare providers testing these new waters deliver a personal, patient-first virtual care experience on par with in-person visits? To answer this question, Hero Digital surveyed 1,500 people about their expectations and sentiment when it comes to interacting with their healthcare providers. The recently-released study examines different care contexts to identify where virtual makes sense — and where it may not.

• Telehealth adoption and openness surged over the past year, with 83% of patients now saying they are willing to seek virtual care.
• Non-urgent sick and wellness visits offer an easy gateway to Telehealth, while the frequency of visits for ongoing condition management makes it a good fit for virtual care.
• Nearly 70% of patients still feel that in-person care is more reliable, though they remain open to telehealth.
• Relationships translate to trust — patients are far more likely to believe a diagnosis from their primary care physician and known specialists.
• While digital experience is less of an “expectation” in healthcare, it is becoming more of a differentiator with over half (56%) of customers expecting easy digital experiences and even more (61%) expecting telehealth options.