Virtual and hybrid care: enhancing the future of healthcare delivery

Meeting changing expectations 

Patients are embracing new technology and increasingly expect care to be supported and enabled by it. The PwC global health consumer survey showed extremely high interest in virtual care—whether via smartphones or video appointments—even when people were able to return to in-person care. In 2020, the Irish Medical Council conducted a survey which showed that 55% of respondents (those living with epilepsy and oncology patients) would use telemedicine more frequently in the future. The Irish National Telehealth Steering Committee evaluation of the experience of healthcare professionals and patients of video enabled care showed that 95% of patients/clients reported that they were likely, very likely, or extremely likely to recommend virtual consulting to a friend or colleague. As such, advances in technology and patients’ desire for convenience and flexibility are expected to continue to drive adoption of virtual and hybrid care models to a level that disrupts the traditional delivery system. Healthcare organisations need to work with patients to co-develop virtual and hybrid care models that meet their changing expectations of how and where their care is delivered and continue to drive service improvement through rigorous monitoring of patient outcomes and experiences. 

Getting the mix right 

Going forward, the challenge for healthcare organisations is determining the right mix of virtual and in-person care. There is a need to continue to develop and refine care pathways that utilise virtual and hybrid care in the right way that meets the needs of patients. The PwC global health consumer survey found that many patients are open to virtual options for a variety of types of care—from initial assessment of a condition or ailment to chronic disease management. Some specialities, including chronic disease management and care for mental health, might be better suited for virtual care. Data and analytics have a key role in supporting healthcare professionals in the  identification of care that can and should be delivered through virtual or hybrid models. 

Investing in technologies 

Across many healthcare organisations there is a gap between the demand for virtual care and the capacity to deliver it effectively. In Ireland, the HSE is planning, prioritising, and investing in digital capabilities that support Sláintecare and HSE goals for service improvement. A key consideration for Ireland must be the investment in increased and enhanced secure virtual care capabilities. This will help address patients’ expectations about care choice and flexibility while simultaneously helping to drive operational efficiencies, cost savings and improved access to services both within and across the new Regional Health Authorities. 

Ensuring equity of access 

Virtual and hybrid care models can create new disparities or worsen existing inequities if vulnerable populations, including the elderly and socio-disadvantaged groups do not have access to mobile devices, connectivity and the digital literacy required to participate. Therefore, the continued adoption of virtual and hybrid care models needs to carefully consider and address how these potential barriers in access can be addressed.