Early in the COVID-19 pandemic, telehealth usage surged as consumers and providers sought ways to safely access and deliver healthcare. In April 2020, overall telehealth utilization for office visits and outpatient care was 78 times higher than in February 2020 (Exhibit 1).

This step-change, borne out of necessity, was enabled by these factors: 1) increased consumer willingness to use telehealth, 2) increased provider willingness to use telehealth, 3) regulatory changes enabling greater access and reimbursement. During the tragedy of the pandemic, telehealth offered a bridge to care, and now offers a chance to reinvent virtual and hybrid virtual/in-person care models, with a goal of improved healthcare access, outcomes, and affordability.


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A year ago, we estimated that up to $250 billion of US healthcare spend could potentially be shifted to virtual or virtually enabled care. Approaching this potential level of virtual health is not a foregone conclusion. It would likely require sustained consumer and clinician adoption and accelerated redesign of care pathways to incorporate virtual modalities.

As of July 2021, we step back to review the progress of telehealth since the initial COVID-19 spike and to assess implications for telehealth and virtual health1We define virtual health as a range of solutions for healthcare provider-patient interactions to occur outside of in-person visits, including telehealth (video/phone), text-based care, e-triage, and remote monitoring. more broadly going forward. Our findings include the following insights:

Since the initial spike in April 2020, telehealth adoption overall has approached up to 17 percent of all outpatient/office visit claims with evaluation and management (E&M) services. This utilization has been relatively stable since June 2020.

On the provider side, 58 percent of physicians continue to view telehealth more favorably now than they did before COVID-19, though perceptions have come down slightly since September 2020 (64 percent of physicians). As of April 2021, 84 percent of physicians were offering virtual visits and 57 percent would prefer to continue offering virtual care. However, 54 percent would not offer virtual care at a 15 percent discount to in-person care.7McKinsey Physician Insights Survey, April 2021. Most health systems are closely monitoring reimbursement. Those in bed capacity-constrained environments and value-based care arrangements are looking to understand whether there is scalable volume decanting or cost savings potential at equivalent quality.

As the investment into virtual health companies continues to grow at record levels, so does the pressure on the companies within the ecosystem to innovate and find winning models that will provide sustainable competitive advantage in this quickly evolving space. This is good news for consumers and patients, as we are likely to continue seeing increased innovation in the virtual care delivery models.

Telehealth appears poised to stay a robust option for care. Strong continued uptake, favorable consumer perception, the regulatory environment, and strong investment into this space are all contributing to this rate of adoption.

In order to fully realize the potential of virtually enabled care models, both payers and providers should consider these new delivery models part of the core day-to-day value proposition to consumers across three areas:

Potential exists to improve access, quality, and affordability of healthcare, plus embrace the quarter-trillion dollar economic opportunity represented by telehealth. Collectively, industry leaders have a chance to help consumers and providers improve access and quality through the power of telehealth.

This shift is not inevitable. It will require new ways of working for a broad set of providers, step-change improvements in information exchange, and broadening access and integration of technology. The potential impact is improved convenience and access to care, better patient outcomes, and a more efficient healthcare system. Healthcare players may consider moves now that support such a shift and improve their future position.

We identified five models for virtual or virtually enabled non-acute care and analyzed the full potential of healthcare volume and spend that could be delivered this way. These models of virtual care have increasing requirements to engage broader and broader portions of the healthcare delivery system, going from offering one-off urgent visits, to building omnichannel care models that deliver a large portion of office visits virtually or near virtually, to embedding virtual services in home care models. They include:

Scaling telehealth does more than alleviate patient and provider concerns over the next 12 to 18 months until a COVID-19 vaccine is available. Telehealth can increase access to necessary care in areas with shortages, such as behavioral health, improve the patient experience, and improve health outcomes. Fundamentally, the integration of fully virtual and near-virtual health solutions brings care closer to home, increasing the convenience for patients to access care when they need it and the likelihood that they will take the right steps to manage their care. These solutions can also make healthcare more efficient; evidence prior to COVID-19 shows that telehealth solutions deployed for chronic populations can improve total cost of care by 2 to 3 percent.21McKinsey 2019 Digital Healthcare Value Opportunity Assessment. The actual opportunity is likely greater once stakeholders embed telehealth as the new normal (for example, driven by improved abilities to manage chronic patients, potential increases in provider productivity).

We filtered for visits that have evaluation and management procedure codes and analyzed individual claims to determine whether other additional services and procedures occurred during the visit (for example, administration of infusible/injectable drugs, blood draws, immunizations, physical therapy). We categorized the opportunities:

The window to act is now. The current crisis has demonstrated the relevance of telehealth and created an opening to modernize the care delivery system. This modernization will be achieved by embedding telehealth in the care continuum at scale. A $3 billion revenue market has the potential to grow to $250 billion. The seeds for success will be sown in the next few months during the COVID-19 crisis. Healthcare systems that come out ahead will be those who act decisively, invest to build capabilities at scale, work hard to rewire the care delivery model, and deliver distinctive high-quality care to consumers.

The authors would like to thank Yuqi Shi, Rafael Mora, Katarina Pregelj, Jenny Cordina, Eric Bochtler, Eric Levin, Isaac Swaiman, Jennifer Fowkes, Annie Kurdziel, Rustin Fakheri, Rafael Mora, Shubham Singhal, Andrew Gendreau, Tiago Moura, and Kana Enomoto for their contributions to this article.

The Six Million Dollar Man is an American science fiction and action television series, running from 1973 to 1978, about a former astronaut, USAF Colonel Steve Austin, portrayed by Lee Majors. After a NASA test flight accident, Austin is rebuilt with bionic implants that give him superhuman strength, speed and vision. Austin is then employed as a secret agent by a fictional U.S. government office titled OSI.[n 1] The series was based on Martin Caidin's 1972 novel Cyborg, which was the working title of the series during pre-production.[2]

Following three television films intended as pilots, which all aired in 1973, The Six Million Dollar Man television series aired on the ABC network as a regular episodic series for five seasons from 1974 to 1978. Steve Austin became a pop culture icon of the 1970s.

A spin-off television series, The Bionic Woman, featuring the lead female character Jaime Sommers, ran from 1976 to 1978. Three television movies featuring both bionic characters were also produced from 1987 to 1994.

When NASA astronaut USAF Colonel Steve Austin is severely injured in the crash of an experimental lifting body aircraft, he is "rebuilt" in an operation that costs $6 million (equivalent to $41.5 million in 2024).[3] His right arm, both legs and left eye are replaced with "bionic" implants that enhance his strength, speed and vision far above human norms: he can run at speeds of over 60 mph (97 km/h), and his eye has a 20:1 zoom lens and infrared capabilities, while his bionic limbs all have the equivalent power of a bulldozer. He uses his enhanced abilities to work for the OSI (Office of Scientific Intelligence) as a secret agent.

In March 1973, Cyborg was loosely adapted as a made-for-TV movie titled The Six Million Dollar Man starring Majors as Austin. The producers' first choice was Monte Markham.[citation needed] (When re-edited for the later series, it was re-titled "The Moon and the Desert, Parts I and II".) The adaptation was done by writer Howard Rodman, working under the pseudonym of Henri Simoun. The film, which was nominated for a Hugo Award, modified Caidin's plot and notably made Austin a civilian astronaut rather than a colonel in the United States Air Force. Absent were some of the standard features of the later series: the electronic sound effects, the slow-motion running, and the character of Oscar Goldman. Instead, another character named Oliver Spencer, played by Darren McGavin, was Austin's supervisor, of an organization here called the Office of Strategic Operations, or "OSO". (In the novels, "OSO" stood for Office of Special Operations. The CIA did have an Office of Scientific Intelligence in the 1970s.) The lead scientist involved in implanting Austin's bionic hardware, Rudy Wells, was played in the pilot by Martin Balsam, then on an occasional basis in the series by Alan Oppenheimer, and, finally, as a series regular, by Martin E. Brooks. Austin did not use the enhanced capabilities of his bionic eye during the first TV movie. 152ee80cbc

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