Virtual Care

P. 2 While Canadians may have initially hesitated to use virtual care, the COVID-19 pandemic catalyzed a change. In the weeks after the virus forced many healthcare professionals to close the doors of their clinics and health centres, scores of Canadians turned to virtual appointments to receive the care they needed. In fact, 60% of visits became virtual by April 2020. 1 Most Canadians approved of their first foray into virtual care. According to research commissioned by TELUS Health, their experiences were generally positive, with patients citing benefits such as greater convenience and better health outcomes. Not surprisingly, the majority of Canadians now expect virtual care to remain a permanent option. Patients are not alone in their enthusiasm for virtual care. Companies and employers are embracing virtual care offerings as part of their benefits strategy and employee assistance programs. Camille Lalonde, Head of Clinical Services at TELUS Health Virtual Care, observes that "employers are constantly looking for a way to differentiate themselves in the market and to offer something to make their employees happier and healthier…because a workforce that is well looked after is a more productive workforce." Virtual care has emerged as that key differentiator, with extensive benefits. Core to its value for employers and employees is the accessibility of services that virtual care offers: "If you can take a consultation on your phone during a break at work without having to book off an afternoon to sit for hours in your family doctor's office, that's huge," says Lalonde. Roee Ben-Eli, Director of Strategic Programs at TELUS Health Virtual Care, agrees: "While virtual care was previously a nice-to-have, it's now a must-have. And the pandemic has highlighted just how much is possible virtually. To understand the effect of the changing landscape on Canadians' expectations and to help organizations deliver offerings that meet the needs of their teams, TELUS Health commissioned two studies on Canadians' perceptions of virtual care: the Virtual Healthcare Landscape Study conducted by MD Analytics in June 2021 and The Changing Pharmacy and Virtual Care Landscape led by PMG Intelligence in January 2022. This white paper cites key findings from both reports.

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