Executive summary Driven by regulatory changes and the pandemic-fueled pivot away from face-to-face care, virtual care has proven its value as the front door to integrated care delivery. It is helping healthcare leaders navigate the sometimes-competing priorities represented in the Quadruple Aim—improving the patient experience, improving the health of populations, reducing the cost of care and improving workforce satisfaction. The movement began before the pandemic. In 2019, the Business Group on Health indicated that 64% of U.S. hospitals said they offered consumer virtual care programs and an additional24% planned to offer some level of consumer telehealth within a year or two.

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