Virtual vs. In-Person Medical Care: Who Cares?

In the evolving healthcare landscape, benefits brokers are uniquely positioned to guide clients through the increasingly complex options available to employees. One of the most pressing questions facing employers today is the balance between virtual and in-person medical care. With telemedicine on the rise, understanding the nuances of both options is crucial.

The Rise of Telemedicine

Telemedicine is transforming how we think about healthcare. Imagine logging into a video call from your couch instead of sitting in a waiting room—that’s the reality many employees are now enjoying. The flexibility of virtual care is appealing for everything from routine checkups to mental health consultations and follow-ups on chronic conditions.

This shift is reflected in the numbers. A staggering 74.4% of physicians reported using telehealth in their practices by 2021—nearly three times the share from 2018, according to the American Medical Association (AMA). It’s clear that both patients and providers have embraced this new way of delivering care.

Considerations for Virtual-First Health Care

• Convenience and Flexibility: Today's workforce increasingly prioritizes flexible healthcare options. Employees can access healthcare from anywhere, saving time and hassle. Whether they’re at home or on the go, virtual visits eliminate the need to commute and wait. By offering virtual care, employers demonstrate their commitment to adapting to the needs of their employees. 
• Accessibility: Telemedicine is especially crucial for individuals in rural or underserved areas. In fact, 43% of respondents in a Kaiser Family Foundation (KFF) survey believe telemedicine will be “very important” for providing access to care in remote locations. 
• Cost-Effectiveness: Virtual visits can help reduce healthcare costs for both employees and employers. In a 2021 AMA survey, 44% of respondents strongly agreed that telehealth decreases the cost of care. Plus, 55% of employers expect virtual care to lead to lower healthcare expenses in the next few years. This is likely due to the lower overhead costs associated with virtual visits. Telehealth providers often don’t require physical office space, utilities, or extensive staff, and as a result, these savings can be passed on to patients. 
  Additionally, some insurance companies offer lower copays or additional benefits for telehealth services to encourage patients to use these options, as they can help reduce overall healthcare costs. 

• Improved Health Outcomes: Access to virtual care can lead to better health outcomes, as patients are more likely to seek timely treatment for minor issues before they escalate. This proactive approach to healthcare can contribute to a healthier workforce overall. Additionally, there’s an argument for virtual care greatly reducing the risk that a contagious person will pass around their sickness, especially if they can get everything taken care of without leaving their house. 

With telemedicine becoming a standard option, it’s no wonder that the KFF’s 2023 Employer Health Benefits Survey found that 91% of firms with 50 or more workers offering health benefits cover some healthcare services through telemedicine in their largest health plan. This growing acceptance speaks to the value that virtual care brings to employees and employers alike.

The Value of In-Person Care

There are specific circumstances where in-person visits are necessary to receive a comprehensive diagnosis. For many patients, the hands-on nature of a physical examination cannot be replaced by a screen.

Key Benefits of In-Person Care:

• Comprehensive Diagnostics: Some health issues, such as heart conditions or joint problems, necessitate a detailed physical examination and diagnostic tests, like blood work or imaging, that can only be performed in person. These comprehensive assessments ensure accurate diagnoses and tailored treatment plans.
• Stronger Patient-Provider Relationships: In-person visits foster a deeper level of trust and rapport between patients and healthcare providers. The ability to communicate non-verbally and engage in meaningful conversations strengthens the therapeutic relationship, making patients feel more comfortable discussing sensitive health concerns.
• Immediate Access to Treatments: In-person visits allow for prompt interventions, whether it’s administering vaccines, conducting minor surgeries, or providing urgent care for injuries. This immediate access ensures that patients receive timely treatment, reducing the risk of complications or worsening conditions.

What Employees Want

The answer is straightforward: options. Some employees appreciate the convenience of virtual care for quick, non-urgent issues, while others prefer the reassurance of in-person visits for more serious concerns. Many may want a mix of both, depending on their specific situation. It’s essential to recognize and accommodate these preferences. 

Additionally, considering the average age of the workforce can provide insight into care needs—an older workforce may lean toward more in-person care, while a younger team might favor quick virtual consultations for straightforward prescriptions.

Your Role as a Benefits Broker

As a benefits broker, you’re like the matchmaker between employees and their ideal healthcare options. Your job is to help employers understand the value of offering both virtual and in-person care and to make sure employees know about the choices available to them.

How You Can Help:

1. Educate and Empower: Help your clients understand the perks and pitfalls of both virtual and in-person care.
2. Listen to Employees: Encourage your clients to survey their teams to find out what they really want and need. Understand employee expectations surrounding healthcare and accessibility. 
3. Promote Flexibility: Push for healthcare plans that give employees the freedom to choose the care that works best for them.
4. Stay Ahead of the Curve: Keep up with the latest in healthcare trends so you can offer the best advice.

Additional Resources: 

• Brokers’ Corner Podcast—watch and subscribe to the Brokers’ Corner podcast, which dives into the topics that affect your agency and industry and identifies strategies so you can protect and grow your book of business 
• BerniePortal Brokers’ Council—a council of benefits brokers from across the country that advises BerniePortal on industry concerns, trends, and the ways technology can best support their agency and employer groups 
• BerniePortal for Brokers—leveraging technology to increase your agency valuation and support your employer groups is easier than ever with BerniePortal’s software solution, built for brokers by brokers