Older Adults’ Experience of Virtual Care: Action Steps to Increase Access and Equity

Overview

In June 2022, United States of Care (US of Care) and West Health published a playbook looking at lessons learned from older adults’ experiences of virtual health care two years into the COVID-19 pandemic. The playbook examines:

1. How older adults’ experiences with virtual care evolved,

2. What barriers and concerns older adults continue to encounter when accessing virtual care,

3. The approaches five organizations are using to integrate virtual care with their older adult population, and

4. Implementation and policy goals needed support older adults’ access to virtual care going into the future.

In March 2021, USofCare and West Health published the first edition of the Playbook for Health Care Providers and Policymakers that looked at lessons for health care providers and policymakers from older adults’ experience with virtual care during the first year of the COVID-19 pandemic.

Introduction

Older adults have historically faced barriers to accessing the health care they need as they age. Prior to the COVID-19 pandemic, virtual care usage was extremely limited and largely restricted to rural areas. The pandemic rapidly accelerated the expansion of virtual care, helping patients–including older adults–gain access to life-saving treatments and services. More recently however, virtual care utilization has leveled off while remaining integrated into the way many providers now offer health care.

Two years into the pandemic, older adults are still using virtual care as a tool to access health care. As we consider planning beyond the pandemic, virtual care has the potential to increase access to health care services and reduce health care inequities. However, a rapid expansion of telehealth without careful attention to health equity could exacerbate existing disparities. Looking to the future, while further research is needed to fully understand its long-term impact on care delivery to older adults, it is clear that:

• Virtual care is not a stand-alone solution or a replacement for in-person care for older adults.

• Health care providers and policymakers should strive to create a blend of virtual and in-person care by 1) identifying virtual care best practices, and then 2) expanding on them as part of a combined care approach

Our Research Methods

In search of opportunities to increase equity and access to virtual care through model design and policy development, we conducted research in three key areas between January-March of 2022:

1. Conducted mixed method research through national surveys, public opinion scans, gray literature reviews, and focus groups. As part of this research, West Health and United States of Care in partnership with Brandata, conducted a nationwide poll, from February 4-10, 2022 obtaining a total sample of 1082 older adult participants age 50+.

2. Developed case studies through interviews with five organizations on older adult care models that have integrated virtual care into their care delivery.

3. Identified action steps health care leaders and policymakers can take to close gaps in access and equity based on our research and policy activities from the past year.