A Framework for Designing Excellent Virtual Health Care

Covid-19 has sped the adoption of virtual care, or the provision of health services remotely in a synchronous or asynchronous fashion. No longer just a convenient enhancement to in-person clinical care, virtual care is needed by patients, clinicians, care teams, and health systems alike. But the gap between the promise and the reality of virtual care is substantial: The stakeholders often don't get what they need while trying their best to navigate a new paradigm. We aim to close this gap by helping health systems refine and reimagine their virtual care journey while prioritizing the needs of the people who get and give the care. Our guiding principle is a needs-based approach that retains the best practices of in-person visits while sensibly adapting to the unique characteristics of a virtual setting.