Webinar Recap: Key Virtual Care Trends with Amazon Clinic
In the dynamic healthcare industry, staying ahead of emerging trends is critical to delivering the best care possible. Recently, Wheel and Amazon Clinic collaborated to host a webinar entitled "2024 Virtual Care Trends Revealed—Insights from 1 Million Patient Visits." The panelists were Dr. Nworah Ayogu, CMO & GM at Amazon Clinic, and Dr. Greg McDavitt, Physician Executive at Wheel. Our CEO and Founder, Michelle Davey, moderated the conversation.
The event brought together healthcare thought leaders from Amazon Clinic and Wheel for a lively conversation about virtual care industry predictions for 2024, consumer trends on the horizon, and projections about which non-traditional providers will dominate the healthcare market by 2030.
In this blog post, we’ll share the key takeaways from the discussion. You can also watch the full session on-demand.
Watch Here: 2024 Virtual Care Trends Revealed from Wheel and Amazon Clinic
Introduction: 2024 Key Trends Revealed
Amazon, the leading online retail provider in America, is known for staying ahead of market demands by understanding the latest consumer trends. The company’s virtual healthcare marketplace, Amazon Clinic, recently expanded to all 50 states, giving it a broad view of consumer-driven trends and adoption patterns in virtual care.
Similarly, with over 4.5 million lifetime patient visits delivered, Wheel has unique insights into emerging virtual care innovations and the increasing popularity of virtual care among consumers.
Panelists explored Wheel data from 1M+ virtual care visits in 2023 and findings from an independent consumer survey to identify trends and patterns shaping the industry and predict what we expect in 2024.
Let's delve into the highlights:
Expansion of Virtual Care Use Cases
Dr. Nworah Ayogu from Amazon Clinic kicked off the conversation with his “hot take” predictions for virtual care in 2024. Dr. Ayogu believes that with the rapid evolution of virtual care, use cases will no longer be limited to online-only convenience care options. He predicts significant growth in hybrid primary care and chronic care management.
He underlined the necessity for a hybrid approach, stating that relying solely on in-person care would no longer be viable. Michelle Davey from Wheel echoed this sentiment, noting a widespread adoption of virtual first-care strategies across the stakeholder spectrum, including traditional healthcare organizations.
With so much care starting online, both speakers agree that now is the time for healthcare companies to make bold decisions that enable connectivity between virtual and in-person care.
“In 2024, in-person only is no longer going to be a viable strategy. You have to have a hybrid strategy. You have to be marrying both in-person and virtual care, and that is going to be the viable route going forward.”
- Dr. Nworah Ayogu, CMO and GM at Amazon Clinic
Harnessing AI and Machine Learning for Healthcare Transformation
For his prediction, Dr. McDavitt presented a compelling vision for the role of artificial intelligence (AI) in healthcare by 2024. He emphasized AI's pervasive integration across the virtual care spectrum and anticipates a transformative impact on patient outcomes.
With AI-driven solutions streamlining documentation and communication processes, clinicians can expect reduced administrative burdens and enhanced focus on patient care. By functioning as a supportive "copilot," McDavitt argues, AI is poised to enhance the efficiency of patient interactions, ultimately improving both clinician experience and patient outcomes. Looking ahead, the evolution of AI promises a future characterized by scalable, efficient, and patient-centric healthcare delivery, marking a significant paradigm shift in the healthcare landscape.
“By the end of 2024, we’re going to see generative AI and machine learning capabilities enhance our capability to scale healthcare. I think we will see it actively in place within platforms for both the provider and the patient experience.”
- Dr. Greg McDavitt, Physician Executive at Wheel
Demographic Shifts in Virtual Care
Year over year, Wheel has seen a small but steady increase in the utilization of virtual care by older Americans. Michelle Davey predicts 2024 will be the year of the virtual care boom for older Americans. This shift underscores a broader trend toward inclusivity in healthcare, as seniors increasingly opt for the convenience and accessibility of virtual consultations.
“We’re going to see new demographics come online in new ways. Our data shows that older Americans are using more virtual care already. So my belief is by the end of 2024, we’re going to have significant use cases in the population of elder care and older generations.”
- Michelle Davey, CEO and Founder at Wheel
Digital Fluency Across Age Groups
Dr. Ayogu chimed in to challenge common misconceptions about older generations and technology by highlighting the rising digital fluency across all age demographics. Contrary to stereotypes, older individuals are increasingly adept at navigating digital platforms, including virtual care services. Recognizing this digital savviness is essential for tailoring virtual care solutions to meet the diverse needs of all patient demographics.
As we work towards building inclusive and accessible virtual care solutions, healthcare companies need to recognize that people across age groups are digitally enabled. The digital solutions of today have been targeted towards millennials, so they see a higher adoption of millennials. As we enter 2024, we’re going to see virtual care solutions that target conditions and use cases for a broader range of ages, including adults 65+.
“Within healthcare, a lot of what we see depends on the use case. Adoption is actually less about the modality or the inherent tech savviness of a certain population and more about the conditions and the use cases that are being built.”
- Dr. Nworah Ayogu, CMO and GM at Amazon Clinic
Distinguishing Telehealth from Virtual Care
From here, a nuanced discussion emerged regarding the distinction between telehealth and virtual care.
Davey argues that telehealth and virtual care are fundamentally different. Understanding these distinctions will be important for the industry as we move toward a hybrid or virtual-first, future.
While telehealth traditionally refers to remote patient interactions via phone or video, virtual care encompasses a broader spectrum of services, including remote monitoring and digital care coordination. Clarifying these distinctions is crucial for ensuring equitable access to comprehensive healthcare services.
From Convenience Care to Longitudinal Care and Condition Management
The conversation shed light on the shifting dynamics in virtual care from convenience care to longitudinal care and condition management.
According to Wheel's independent consumer survey, over 64% of consumers prefer to see their primary care provider virtually. Today’s consumers are demanding convenience more than ever. This transition reveals a need for fundamental change in the way we deliver care, emphasizing continuity and making proactive management of health conditions easy.
Dr. Ayogu echoed the importance of addressing this engagement gap in healthcare. Many patients remain unaware of the plethora of benefits and support programs available through their insurance coverage. By leveraging platforms like Amazon, which already serve as hubs for consumers, healthcare providers can bridge this gap and connect patients with tailored longitudinal care programs. Omada Health, Amazon's initiative in this realm, exemplifies this approach by offering accessible support for conditions like diabetes through a simple online interface.
Who Will Be The Go-To Healthcare Provider for Consumers in 2030?
Last but not least, the panelists revealed who they believe will be the go-to healthcare providers of 2030.
As the definition of what constitutes a healthcare organization evolves, consumers are increasingly accepting of nontraditional players supporting their care. In fact, Wheel’s independent consumer survey revealed that the majority of consumers are open to virtual care from other providers.
All three panelists agreed that non-traditional healthcare providers, such as large retailers and payer organizations, will dominate in the future.
Conclusion
The webinar provided valuable insights into the future of virtual care. Panelists predicted significant shifts in healthcare delivery by the end of 2024. From expanding use cases to harnessing AI, the industry is evolving rapidly to meet consumer demands for convenience and proactive health management.
Looking ahead to 2030, it's clear that virtual care will play a central role in healthcare delivery. By embracing innovation and collaboration, healthcare providers can ensure that patients receive the best possible care, wherever they are. The webinar served as a catalyst for ongoing dialogue and exploration, inspiring stakeholders to adapt and thrive in this dynamic landscape.