Building trust, driving outcomes: The power of virtual primary care 

Bryce Miller, General Manager, 24/7 Care and Primary360

Teladoc Health helps members thrive by fostering strong connections with care providers 

It’s easy to think about virtual health care as a modern-day convenience for busy families or rural residents. To do so, however, means we may miss out on opportunities to open doors to better health, including regular connections with a primary care provider (PCP), which studies have shown is essential prevention and early detection of serious illness.  
 
I’d like to share with you the story of Jennifer, a special education teacher from Arizona and a Teladoc Health member, whose experiences with our virtual primary care program, Primary360, demonstrate how beneficial a trusted relation with a PCP can be.

The power of the patient-provider relationship 

Jennifer, like millions of U.S. adults, was missing out on the benefits of primary care. While barriers such as language, time off flexibility and transportation prevent many people from seeing a primary care provider, for Jennifer, it was near-crippling anxiety of trusting a new care provider and commuting a long distance for an in-person visit.   
 
 The lack of regular care from a PCP was beginning to have a negative impact on her overall health, particularly her cardiometabolic health.

I really struggled with going to the doctor. It was a lot to tackle the day and every time I made an appointment, I canceled it."

Jennifer, Teladoc Health patient 

Teladoc Health removes barriers while still creating an environment for strong patient-provider relationships. With Primary360, patients have access to language translation services, can make appointments during their earliest convenience, and take a call with their provider just about anywhere. Patients can search provider profiles to find one that best fits their needs.  
 
For Jennifer, her relationship with a PCP began when she was able to choose a provider with whom she would feel comfortable: a woman who focused on health topics that concerned her.

Primary care is hinged on that patient-provider relationship, essential for a lasting impact. It’s meaningful that 75% of our primary care patients stay engaged in their care 12 months after their initial visit, higher than industry benchmarks. Jennifer is now one of those members. 

Trust opens the door to care orchestration  

A relationship with a primary care provider becomes a “usual source of care.” Having a usual source of care means patients are less likely to have unaddressed medical needs or postpone care because their provider is positioned to deliver and coordinate care. 

 Primary360 data shows virtual primary care can have has this effect, especially as it relates to early detection and intervention. In many cases, our providers are detecting chronic diseases for the first time and can begin treating them presenting an opportunity to intervene early and alter member’s healthcare trajectories.

 Teladoc Health has also made great strides in deepening our care providers’ ability to support patients in this way. Our proprietary care delivery platform, Prism, empowers providers with patient information to evaluate and resolve gaps in care, make seamless referrals to in-network community care providers and guide eligible patients to our Connected Care Partners for specialty virtual care options. 
 
For Jennifer, the first step was her virtual primary care visit. The trust and relationship she built with her care provider, Dr. Amy Merritt, opened the door to accessible health care beyond primary care. Because of this trusted relationship, they worked together to implement a personalized plan tailored to Jennifer’s likes, needs and wants, resulting in a weight loss of over 80 lbs.

She listens to everything—from concerns about menopause to how my body feels. She recommended other services, too, like an OB-GYN I now feel comfortable with. She really dove into my history and helped me find the right care."

Jennifer, Teladoc Health patient 

For years, anxiety prevented Jennifer from essential preventive care. Primary360 makes that preventive care more accessible.  

In today’s complex and dynamic healthcare environment, there’s an opportunity to increase primary care provider relationships through virtual primary care. Jennifer’s story is a great example of how Teladoc Health is unlocking the full potential of virtual care. With barriers removed, patients have access to quality care providers that can be the champions in their healthcare journey, helping orchestrate care across care specialties and settings—whether virtually or in the community.  