As virtual care becomes a mainstay in healthcare delivery, a lingering concern remains: will this technology-driven approach reduce the personal connection between patients and providers? Market studies note that patients and providers feel virtual care offers significant convenience and benefits, but fear it risks feeling transactional when used in sensitive settings like inpatient care.
However, emerging data and real-world applications indicate that virtual care enhances—not diminishes—the patient experience, improving satisfaction, engagement, and continuity of care.
Evidence of Patient Satisfaction with Virtual Care
While concerns about depersonalization in healthcare delivery deserve careful consideration, a growing body of research challenges these assumptions. Multiple studies demonstrate that virtual care strengthens patient engagement and satisfaction:
- A 2024 meta-analysis assessing patient satisfaction with telemedicine consultations offers evidence that patients generally exhibit high levels of satisfaction with the virtual model.
- According to research from Statista, as of 2023, over half of patients surveyed in the United States indicated increased satisfaction with their care as a result of telemedicine.
- Mayo Clinic research found that “quality metrics improved, along with significant improvement in patient satisfaction scores, as well as physician and support staff engagement and satisfaction” due to implementing advanced team-based care models that leverage in-room virtual care support.
After implementing a Virtual Nursing program, Florida-based Lee Health saw a 20% jump in patient satisfaction as reflected in HCAHPS scores as a result of enhancing the quality and immediacy of patient engagement. Patients report appreciating the availability of virtual nurses, who typically offer more focused interactions as they are less apt than bedside staff to be interrupted or juggling multiple tasks. “The personal nature of two-way video breaks through the glass,” said Lee Health’s System Director of Virtual Health and Telemedicine, Jon Witenko. “That human connection makes all the difference.”
A recent Becker’s Hospital Review article captures healthcare leaders’ sentiments that virtual care can enhance the overall patient experience by addressing bottlenecks in traditional workflows, “allowing nurses to have more time to engage meaningfully with patients.”
Collectively, the evidence highlights how virtual care drives better patient experience by fostering a sense of connectivity and attentiveness when implemented as part of a collaborative care model.
Virtual Acute Care’s Ripple Effect
Beyond direct patient interactions, virtual care offers additional benefits that indirectly improve patient satisfaction. One often-overlooked advantage is the boost in staff satisfaction. According to the American Association of Critical-Care Nurses (AACN), nurses in virtual care roles report feeling more fulfilled and supported, a factor that significantly enhances their interactions with patients. Happier, less overburdened nurses contribute to a more positive environment, creating a ripple effect of satisfaction that extends to patients.
Virtual care also facilitates greater patient-family engagement during inpatient stays. Relatives who may not be able to be physically present can join virtual consultations and discussions about care plans, promoting connection and involvement. This enhanced accessibility helps ease the emotional stress on patients and families, leading to greater overall satisfaction and outcomes.
Finally, virtual care solutions provide continuity of care that is difficult to achieve with in-person visits alone. For instance, remote engagement tools allow providers to track patients’ progress post-discharge, offering patients and families a reliable safety net. This level of oversight reassures patients, reducing anxiety about recovery and fostering a feeling of being genuinely cared for.
Embracing a Connected Future in Healthcare
As studies and real-world applications demonstrate, virtual care has tremendous potential to enhance, not hinder, the personal connection in healthcare. Improved patient satisfaction is one factor among a growing list of benefits leading health systems to implement virtual engagement at the hospital bedside. By integrating telehealth thoughtfully into clinical workflows, health systems can improve patient and family engagement and deliver a care experience that feels deeply connected and responsive.
Looking to enhance your patient communication and engagement strategy with virtual care? Schedule a call with one of our telehealth specialists today.