Getting Beyond the Either/Or of Virtual vs. In-Person Care

Apr 13, 2021 2:00 PM3:00 PM EST

Event Description

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.

Discussion Topics

  • 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.

Event Partners

Hero Digital

Hero Digital is a leading independent customer experience company focusing on business, design, and technology.

Connect with Hero Digital

Adobe

Adobe Experience Cloud is the most comprehensive suite of customer experience management tools on the market. With solutions for data, content delivery, commerce, personalization, and more, this marketing stack is created with the world’s first platform designed specifically to create engaging customer experiences. Each product has built-in artificial intelligence and works seamlessly with other Adobe products. And they integrate with your existing technology and future innovations, so you can consistently deliver the right experience every time.

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Guest Speakers

Gonzalo Castro

Director, Product at Optum

Optum is a health services and innovation company on a mission to help people live healthier lives and to help make the health system work better for everyone.

Aaron Conant LinkedIn

Co-Founder & Managing Director at BWG Connect

Aaron Conant is Co-Founder and Chief Digital Strategist at BWG Connect, a networking and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. Speaking 1x1 with over 1200 brands a year and hosting over 250 in-person and virtual events, he has a real time pulse on the newest trends, strategies and partners shaping growth in the digital space.

Kate Dalbey

Senior Vice President Client Services, Hero Digital

Hero Digital is a leading independent customer experience company founded in California at the intersection of business, design, and technology. Hero Digital works with the C-Suite of the Fortune 500 to drive transformational business growth through superior customer experiences that deliver brand and consumer value.

Thomas Swanson LinkedIn

Head of Industry Strategy & Marketing - Health & Life Sciences, Adobe

Healthcare consumers are comparing digital experiences across platforms, across industries, and their expectations of what is a good experience, a bad experience, an exceptional experience are evolving rapidly. And this is exactly where Adobe plays.

Event Moderator

Gonzalo Castro

Director, Product at Optum

Optum is a health services and innovation company on a mission to help people live healthier lives and to help make the health system work better for everyone.

Aaron Conant LinkedIn

Co-Founder & Managing Director at BWG Connect

Aaron Conant is Co-Founder and Chief Digital Strategist at BWG Connect, a networking and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. Speaking 1x1 with over 1200 brands a year and hosting over 250 in-person and virtual events, he has a real time pulse on the newest trends, strategies and partners shaping growth in the digital space.

Kate Dalbey

Senior Vice President Client Services, Hero Digital

Hero Digital is a leading independent customer experience company founded in California at the intersection of business, design, and technology. Hero Digital works with the C-Suite of the Fortune 500 to drive transformational business growth through superior customer experiences that deliver brand and consumer value.

Thomas Swanson LinkedIn

Head of Industry Strategy & Marketing - Health & Life Sciences, Adobe

Healthcare consumers are comparing digital experiences across platforms, across industries, and their expectations of what is a good experience, a bad experience, an exceptional experience are evolving rapidly. And this is exactly where Adobe plays.

What is BWG Connect?

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.
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