The global outbreak of COVID-19 fundamentally changed healthcare delivery across the United States. As hospitals and clinics faced challenges, telehealth emerged as a key tool for patient care. The rapid adoption of telehealth led to a rise in virtual visits, driven by technological advancements and regulatory changes. Medical practice administrators, owners, and IT managers need to understand the factors that contributed to this increase in telehealth services and their implications for future healthcare delivery.
The early stages of the COVID-19 pandemic witnessed a significant rise in the use of telehealth services. Data show that telehealth visits increased by 50% from January to March 2020. There was also a 154% spike in the last week of March compared to the same period in 2019. Key factors include regulatory changes, updates in public health guidance, and an increased awareness of accessible healthcare.
Analysis by Lisa M. Koonin and her team indicated that telehealth encounters for conditions not related to COVID-19 made up about 93% during this early period. As healthcare facilities managed patients suspected of having the virus, telehealth provided an important alternative for those with other medical needs. This ensured timely care for individuals and also eased the pressure on healthcare systems facing increased patient volume.
One major factor driving the increase in telehealth usage during the pandemic was the rapid regulatory changes by federal and state governments. The Centers for Medicare & Medicaid Services (CMS) introduced waivers that lifted previous restrictions, allowing for expanded telehealth services. These changes enabled providers to conduct virtual visits from patients’ homes, making access easier for many who could not or would not visit physical healthcare locations.
Adjustments in reimbursement policies also played a role, as they allowed providers to be compensated for telehealth visits. This made it financially feasible for healthcare organizations to adopt and promote these services. Measures like improved payments and expanded out-of-state patient services fostered an environment where telehealth could grow even in tough situations.
The Centers for Disease Control and Prevention (CDC) recommended that healthcare facilities implement telehealth services to reduce exposure risks while maximizing care. Public health messaging about social distancing and limiting in-person visits was crucial for the adoption of telehealth. By urging patients to use virtual care, officials aimed to lower COVID-19 transmission, protect vulnerable groups, and ease pressure on hospitals.
Moreover, as COVID-19-related visits increased—from 5.5% to 16.2% in the last three weeks of March 2020—patients saw more value in telehealth. Facing uncertainty and anxiety about in-person visits, many turned to telehealth as a reliable option for care, whether for chronic management or acute issues.
Understanding who uses telehealth services is important for maximizing their impact. Data showed that adults aged 18–49 years made up the majority of telehealth recipients, rising from 68% in January to 73% by March. This shift highlights the readiness of younger populations to adopt technology in healthcare.
However, healthcare administrators must recognize that some groups still face challenges in accessing telehealth services. Issues like limited internet access and unfamiliarity with technology can hinder their ability to utilize telehealth options. Older adults, in particular, may encounter barriers. Therefore, addressing these gaps is vital for improving equity in telehealth service delivery.
The growth of telehealth services also significantly affected in-person healthcare attendance. Emergency department visits saw a sharp decline as more patients chose virtual consultations. During a global health crisis, encouraging lower-acuity visits to occur through telehealth is important for preserving resources and ensuring that higher-acuity cases receive prompt attention.
With reports indicating that 69% of telehealth patients managed care from home, practices should evaluate the relationship between telehealth use and traditional healthcare interactions. Emergency departments felt increased pressure from COVID-19 cases, and telehealth helped prevent further strain by allowing clinicians to triage cases effectively.
As organizations adopt telehealth services, integrating artificial intelligence (AI) and automation into healthcare workflows becomes essential. Tools like Simbo AI help automate front-office phone services and address patient inquiries, enhancing operational efficiency for medical practices.
AI-driven automation can support healthcare administrators in managing appointment scheduling, responding to common patient questions, and collecting information. This can free staff to focus on more critical tasks. For example, automated answering services can streamline interactions, reducing wait times for appointments and improving patient satisfaction.
Additionally, using AI algorithms can help identify patients who may benefit from telehealth services based on their medical histories. By targeting high-risk patients or those with chronic conditions, healthcare providers can encourage telehealth options in a way that promotes adherence to care plans.
The ongoing acceptance of telehealth marks a shift in how healthcare is delivered in the United States. While the immediate crisis related to COVID-19 may lessen, the structural changes made to support telehealth are likely to stay. Regulators plan to keep promoting accessible telehealth options after the pandemic, highlighting the role of virtual care in public health.
As attitudes toward telehealth evolve, patients may increasingly expect these options in their healthcare experiences. This shift presents healthcare organizations with an opportunity to enhance patient engagement through effective communication and investment in telehealth technology.
Healthcare administrators can benefit from regularly assessing telehealth utilization patterns in their practices. By analyzing patient demographics and identifying those most likely to use virtual care, administrators can focus outreach efforts efficiently.
Equipping frontline staff and clinical teams with tools for successful virtual engagements will also be important. Training sessions on delivering care through telehealth will help teams adjust to a hybrid healthcare environment.
Simbo is making doctors' and patients' lives better. Connect now to know more.
Schedule Demo Now© Since 2019, Simbo AI.
