Virtual Care Comes To Complex Consumers

Conventional wisdom in the field has been that consumer-facing technology is not “appropriate” for consumers with complex needs—particularly consumers with mental or cognitive disabilities. This conventional wisdom has driven policy and practice.

But we're seeing some changes in that thinking. Recent research shows that 96% of all health plans use telemental health services. And while only 41% of all health plans use eCBT, 21% using some type of online engagement tool, and 16% of all health plans use consumer-facing portals—among Medicaid health plans, where you will generally find the most complex consumers, adoption of these . . .