New data confirms value of virtual primary care

Bryce Miller, General Manager, Primary360 & Specialty Services

The way we live our lives has changed significantly over the past two decades. Whether it be FaceTiming with a relative, getting from an airport to a hotel or finding tailored streaming recommendations, we are more connected now than ever before, and our experiences are even more convenient and personalized. People want the same from their healthcare, and as healthcare professionals, it’s on us to make it easier for people to live their healthiest lives. As such, virtual primary care is an increasingly popular and convenient way for people to access care.

Building on our expertise in virtual care, Teladoc Health launched its own virtual primary care solution, Primary360, in 2021. Today, more than four million people have had the opportunity to discover the benefits of this modern approach to care, which gives us unique insights into the value and effectiveness of this care delivery channel for plan sponsors and patients.

Examining three years of program data spanning populations across all 50 states, from the crowded streets of New York City to the plains of North Dakota to the far reaches of Alaska and the sunny skies of Hawaii, we emerged with four key insights:

1.  Virtual primary care fills a void

Access to a primary care provider (PCP) is essential for preventive care and should be the first point of contact in a person’s health journey, yet more than 100 million Americans have little or no access to primary care where they live. In our analysis, we found that more than half (57%) of Primary360 members did not have a PCP prior to their first visit.¹ In a sub-analysis of a large health plan that offers Primary360, 74% of members reported they would not have seen a PCP if it weren’t for access to Primary360.²

2. Members stay engaged in their care

Access to care is only part of the equation. Keeping people engaged in their care for the long term is essential for lasting health and well-being. Our data shows that 75% of Primary360 members stay engaged in their care 12 months after their initial visit,³ and 98% report being highly satisfied with their Primary360 experience,⁴ which is critical to care plan adherence and ultimate outcomes. In addition, half of Primary360 members use additional Teladoc Health services,⁵ such as Mental Health or chronic condition management, another indicator that members are seeing value with virtual care delivery.

3. Virtual primary care enables early detection and diagnosis

A relationship with a PCP is key to early detection and intervention for other health concerns, like diabetes, hypertension, mental health or cancer.

In many cases, Primary360 providers are detecting diabetes and hypertension for the first time. Nearly half of all diabetes (49%) and hypertension (41%) diagnoses over the three-year period were new diagnoses.⁶ These new detections enable members to engage with care programs earlier and prevent disease state progression.

Additionally, 68% of eligible Primary360 members completed a screening for colorectal, breast or cervical cancer after their PCP referred them for the screening, and for members who completed their mental health screening during the intake process, 90% received follow-up or care plan guidance aligned to their mental health diagnosis (new or existing) such as referrals to a mental health specialist (internal or external).⁷

4. Virtual primary care saves the healthcare system money

Virtual primary care has shown the ability to deliver meaningful cost savings, and not from the common perception of virtual being cheaper, but from the ability to extend and amplify the value of traditional primary care. Our data shows that Primary360 has helped keep members out of the emergency department, unequivocally. We see this in our member-reported data, as well as in a sub-analysis of a large health plan that offers Primary360 with 19% fewer emergency department visits.²

So, what’s unique about virtual primary care that helps drive some of these insights? Experience and quality.

With virtual primary care and, specifically, Primary360, members have an opportunity to personalize their care experience to meet their specific needs, from flexible hours to having a visit from the comfort of their own home, drawing appeal in both rural and urban populations. Primary360 offers same-day visits and a streamlined intake process connecting members faster to their chosen PCP based on specific preferences such as language, gender or interests.

Annual wellness visits with Primary360 providers can also last up to 40 minutes,⁸ far longer than the national average of 18 minutes. By creating supportive long-term relationships with a trusted care team, Primary360 helps members establish healthier habits for life.

Lastly, Primary360 ensures people are connected to cost-efficient, high-quality in-network care, making the referral process easier for the member. We help members find the right in-person specialist and share data on their behalf. We also help connect the dots to other employer or health plan-sponsored benefits or additional Teladoc Health services the member might have access to. With Primary360 offering services for adults and teens, members of different ages and stages of life are getting the support and care they need. In today’s complex, costly and ever-changing healthcare landscape, Primary360 stands at the forefront of a transformative shift in how people access healthcare services.