Market Guide for Virtual Care Solutions

Virtual care solutions enable healthcare delivery organizations to deliver high-quality, cost-effective clinical care at a distance. CIOs should use this research to facilitate virtual care strategy development and to inform their procurement process and vendor selection for virtual care solutions.

Overview

Key Findings

  • COVID-19 has fueled unprecedented demand for virtual care. Healthcare providers are now moving from their initial investments in tactical virtual care solutions to building long-term strategic virtual care capabilities.
  • The virtual care market is fragmented and evolving rapidly, characterized by significant merger and acquisition (M&A) activity, strategic partnerships and new market entrants. No single solution currently meets the full range of virtual care requirements that healthcare providers are expressing the need for.
  • The ability of solutions to simplify and integrate into clinical workflows, and provide frictionless consumer and patient experiences will be a critical success factor as healthcare providers seek to sustain and scale virtual care services beyond the COVID-19 pandemic.

Recommendations

Healthcare provider CIOs advancing healthcare digital optimization and transformation should:

  • Optimize your virtual care solution portfolio by partnering with senior clinical and business leadership to establish an enterprise approach to virtual care strategy development and procurement. Seek to reuse existing solutions where possible, recognizing that there is no one solution available on the market that will meet all healthcare provider use cases.
  • Ensure virtual care solutions are fit for purpose by aligning requirements to defined use cases, required business outcomes and desired workflows. In assessing workflows, determine which capabilities will need to be supported through the virtual care solution and which will leverage existing solutions (for example, billing and patient scheduling).
  • Ensure your virtual care investments support evolving use cases, changing clinical needs and new business requirements by prioritizing modularity of solutions and availability of APIs to enable composable application experiences in your vendor evaluations.

Strategic Planning Assumptions

By 2022, 60% of chronic disease pathways will involve remote patient monitoring.
By 2022, 30% of all ambulatory encounters will be virtual, up from about 2% at the start of 2020.

Market Definition

Virtual care solutions represent a set of IT capabilities and related services that enable augmentation and substitution of conventional face-to-face care delivery. Virtual care solutions enable delivery of care where the clinician is not in the same physical location as the patient, either synchronously (that is, in real-time) or asynchronously.
Virtual care solutions support direct-to-patient (for example, provider to patient, patient/consumer to provider) and provider-to-provider (for example, telestroke, e-ICU, specialist consultations) models of care.

Market Description

virtual care market comprises an ecosystem of vendors providing a diverse set of solutions sharing a common value proposition of:

  • Supporting the delivery of high-quality clinical care
  • Improving patient access and convenience
  • Reducing the cost of delivering care
  • Enabling healthcare providers to attract and retain patients

These solutions leverage different virtual care modalities and a mix of foundational digital capabilities (see Table 1) to enable either direct-to-patient or provider-to-provider care, delivered synchronously or asynchronously, scheduled or on-demand.

Table 1: Virtual Care Solutions: Virtual Care Modalities and Foundational Digital Capabilities
Virtual Care Modality
Foundational Digital Capabilities*
Virtual Visits (Synchronous)
  • Video
  • Phone
  • Live Chat
Virtual Visits (Asynchronous)
  • File Transfer
  • Surveys/Forms
  • Text Messaging
Digital Clinical Encounters
  • Surveys/Forms
  • Chatbot
  • Virtual Health Assistant
  • Clinical Decision Support
Remote Monitoring (Direct-to-Patient)
  • Medical Device Integration
  • Consumer Device Integration
  • Surveys/Forms
  • Clinical Decision Support
  • Virtual Health Assistant
  • Endpoint Devices
Remote Monitoring (Provider-to-Provider)
  • Medical Device Integration
  • Video
  • Clinical Decision Support
  • Endpoint Devices
Virtual Consultations
  • Video
  • Medical Device Integration
  • File Transfer
*Solutions leverage one or more of the foundational digital capabilities.
Source: Gartner
Direct-to-patient virtual care solutions support virtualization of care through virtual visits, remote monitoring and digital clinical encounters:
  • Virtual visits provide an alternative for the traditional face-to-face interaction between a clinician and a patient. This can occur through a variety of methods including video, phone, text messaging, file transfer and live chat.
  • Remote monitoring enables the monitoring of health and clinical signs of a patient from afar. This can be achieved through using a number of technologies including the direct transmission of clinical data from medical and consumer devices and forms and surveys used by the patient to input health information.
  • Digital clinical encounters involve automation of all or a component of a clinical encounter. This is achieved through a combination of clinical protocols, algorithms and artificial intelligence (AI) to facilitate history taking, diagnosis, prescribing, and documentation. Increasingly, solutions are deploying conversational AI including chatbots and virtual health assistants (VHAs) to facilitate these encounters
Provider-to-provider virtual care solutions extend the reach of specialty and subspecialty clinical resources. This is commonly achieved through continuous remote monitoring (for example, e-ICU) and virtual consultations (for example, telestroke). Fueled by the need to protect clinicians from exposure to COVID-19 and to preserve PPE, additional use cases for provider-to-provider virtual care delivery are evolving, such as virtual ward rounds, junior staff education and team meetings. Healthcare providers are also using these solutions to facilitate patient connection and interaction with their family, friends and caregivers.
Healthcare providers leverage different virtual care modalities across different clinical settings and use cases. There is no one virtual care solution on the market that supports the full spectrum of virtual care requirements across all clinical specialties and the continuum of care. As a result, it is not uncommon for healthcare providers to deploy several different solutions to deliver the capabilities required for their unique use cases.
In addition to core digital capabilities, many virtual care solutions offer a mix of additional capabilities and features to support virtual care workflows and processes and to provide differentiated value. Figure 1 provides an overview of the types of additional functional and technical capabilities and privacy and security features supported by virtual care solutions.

Figure 1: Value-Adding Virtual Care Solution Capabilities and Features

Market Direction

Globally, COVID-19 has accelerated the adoption of virtual care solutions by healthcare providers. Providers that had already invested in virtual care solutions prior to COVID-19 were forced to test scalability of these solutions, and those that hadn’t were pushed to identify and leverage these solutions for the first time.

The ability to support the delivery of virtual care is now a must-have capability for all healthcare delivery organizations.

This sudden reliance on virtual care has created significant activity and disruption across what was already a fragmented market. Between 1 January and 31 August 2020, Gartner experienced more than a 300% increase in virtual care inquiry volume when compared to the same period in 2019. As vendors have responded to increasing demand, many have accelerated their development roadmaps in order to scale their solutions and meet continually evolving use cases and requirements. Those that have demonstrated the capability to be agile and responded to these dynamic conditions have thrived. As the market continues to capitalize on the significant interest and investment in virtual care by healthcare providers, there will be an ongoing influx of new virtual care vendors into the market in the near future.
Several core themes of activity have dominated the market since the beginning of the pandemic, including M&A activity, EHR megasuite moves and new offerings from a range of vendors not usually associated with virtual care.

Mergers, Acquisitions and Strategic Partnerships

Mergers, acquisitions and the development of strategic partnerships are not new phenomena for the virtual care market. These include Amwell’s acquisitions of Avizia in 2018 and Aligned Telehealth in 2019, along with Teladoc Health’s 2019 acquisition of MédecinDirect and 2020 acquisition of InTouch Health. These initiatives are enabling vendors to broaden their solution capabilities and features and gain deeper capabilities within particular virtual care modalities.
Over the next 12 months, healthcare providers will be looking to invest in new virtual care capabilities to address new and emerging use cases and to scale virtual care across the enterprise. We expect to see an increasing number of mergers, acquisitions and partnerships.For virtual care vendors, these activities will facilitate closing the gap between the evolving healthcare provider requirements and their core solution offerings to retain and grow market share. In line with this, recent announcements include:
  • The merger of Teladoc Health and Livongo1
  • Amwell’s partnership with Google Cloud2
  • Philips strategic collaboration with BioIntelliSense3
  • Microsoft’s integration of Nuance’s ambient digital scribe (Dragon Ambient eXperience) into Teams for virtual care visits4

EHR Megasuite Vendors Are Expanding Virtual Care Capabilities to Compete

As COVID-19 hit, healthcare providers turned to their EHR vendors to rapidly scale virtual care capabilities, with most coming up short. In response, EHR vendors are actively seeking to fill these gaps through new development and strategic partnerships. Recent examples include:
  • Allscripts’ virtual triage tool5
  • Epic’s partnership with Twilio for its telehealth video offering6
  • Cerner’s collaboration with Amazon to enable integration of consumer health data from Amazon Halo into the EHR7
  • AthenaHealth’s telehealth tool embedded within its EHR solution8
We expect EHR vendors will continue to aggressively develop their virtual care capabilities as they actively pursue market share. The clear value proposition of these solutions is enabling healthcare providers to leverage their extensive EHR investments by delivering native integration in core clinical workflows.

Every Healthcare Vendor Is Now a Virtual Care Vendor

COVID-19 has firmly cemented the development of virtual care capabilities on the roadmap of many healthcare vendors operating in adjacent markets. Vendors are seeing the opportunity to support their customers during COVID-19 through these extended offerings while at the same time delivering new opportunities for market penetration, diversification and revenue growth. Examples include:
  • Data aggregation platform vendor Innovaccer’s telehealth offering supporting virtual visits, patient triage, and patient self-assessment and education9
  • Clinical communication and collaboration vendor TigerConnect’s TigerTouch+ solution, a text message-oriented, audio/visual telehealth system10
  • Care pathway management vendor Lumeon’s virtual care solutions, which offer a broad range of capabilities including virtual visits and remote monitoring11
Over the next 12 months, healthcare providers will be looking to leverage existing investments to enhance virtual care capabilities and attention will become increasingly focused on enabling existing workflows with virtual care technology. Therefore, we expect solutions such as these to gain traction in the market.

Market Analysis

The virtual care solution market is currently made up of vendors that fall into two distinct categories:
  • Native virtual care vendors
  • Large, global cross-industry meeting solution vendors
Native virtual care vendors. These vendors provide solutions that have been developed to meet specific healthcare use cases (for example, telestroke, e-ICU, on-demand virtual visits and asynchronous ambulatory visits). These solutions are frequently positioned as best-of-breed solutions, supporting one or more virtual care modalities.
Native virtual care vendors are continually refining and refactoring their product features and functions and digital capabilities in response to customer needs. This development is occurring either organically or through mergers/acquisitions and partnerships. It is focused on increasing the maturity of their existing capabilities within foundational virtual care modalities and extending capabilities to support new virtual care modalities.
Large, global cross-industry meeting solution vendors. These vendors have evolving healthcare vertical offerings for virtual care (see Magic Quadrant for Meeting Solutions). These solutions cemented their place during COVID-19 as healthcare providers sought to address the urgent need to leverage a video-based solution to replace face-to-face care with virtual visits and consultations. During the height of the pandemic, many Gartner clients reported deploying one or more meeting solutions either in isolation or in combination with native virtual care solutions in order to meet their virtual care requirements. In large part, they proved to be quick to implement and scale. Other benefits realized by implementing these solutions include familiar user interfaces and the ability to leverage existing investments and enterprise agreements where the vendor has a preexisting relationship.
For vendors offering these solutions, the focus has been, and will continue to be, leveraging their existing native capabilities to configure a solution that meets the needs of healthcare providers. This includes the development of APIs for integration with electronic health records and remote monitoring devices. Moving forward, the availability of open APIs and SDKs for developers enables healthcare providers or other vendors to leverage the foundational strengths of these platforms as a component of larger virtual care offerings.
Healthcare providers are moving from their initial fragmented and tactical implementations of virtual care solutions in response to COVID-19 to long-term enterprisewide strategic approaches to virtual care. Not only does this process involve redefining business and operating models, but also it requires identifying the right virtual care solutions to support delivery on the strategy. In addition to assessing solutions on their core capabilities, healthcare providers must incorporate a number of additional critical capabilities into their requirements and procurement decisions to ensure they achieve return on investment and value on investment for their virtual care initiatives (see Figure 2).

Figure 2: Critical Capabilities for Virtual Care Solutions

Critical capabilities for virtual care solutions
Additional critical capabilities that must inform requirements and procurement decisions include:
  • Clinician experience. Poorly designed and implemented virtual care solutions risk inflating existing issues with clinician burnout. In the absence of evidence of the effectiveness of virtual care and a seamless user experience, healthcare providers will be challenged with sustaining clinician adoption beyond the pandemic. Achieving this relies on solutions that achieve tight integration within core clinical workflows and the use of automation to improve efficiency and maximize revenue.
  • Patient experience. Similarly, the ability to attract and retain patients to virtual care services is of paramount importance. To achieve this, virtual care solutions must be able to meet the patients where they are, providing multiple methods of engagement that can be personalized to clinical requirements and patient preferences. Removing points of digital friction, such as the need to download an app and use complex authentication processes, is a priority.
  • Artificial intelligence. As healthcare providers seek to implement sustainable virtual care services, artificial intelligence will be a key differentiator in optimizing clinical outcomes and maximizing efficiency. Applications include:
    • Digital clinical encounters to drive efficiency
    • Support for patient triage, thereby facilitating patient access to the right level of care
    • Clinical decision support to enable scaling of services and proactive clinical intervention
    • Service utilization and evaluation to increase efficiency and effectiveness
  • Information capture and reporting. Governments and healthcare payers across the globe are starting to move from the temporary virtual care funding arrangements implemented in response to COVID-19 to permanent agreements. As these changes come into effect, they will impose new data capture and reporting requirements to prevent fraud and ensure that clinicians are providing necessary care to the correct patient. To meet these requirements, the ability to accurately capture and report on clinical activity, as well as appropriately verify the identity of patients, will be essential (see Healthcare Provider Digital Transformation Requires Sophisticated Identity Governance and Administration).
  • Modular, open solutions. Now, more than ever, there is broad organizational awareness of the potential for virtual care to realize value across the care continuum. Over time, healthcare providers will need new capabilities and features to address increasingly sophisticated requirements for advanced specialty treatment and integrated care delivery. They will need flexibility to adapt to these changing requirements while leveraging existing investments at the same time. Thus, solutions must be modular and open, providing the capability to interoperate through industry standard APIs and have the ability for development through software development kits (SDKs).

Representative Vendors

Market Introduction

The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to provide an understanding of the market and its offerings. Readers should note there are many hundreds of vendors active in this market, and the number has expanded further since the onset of COVID-19. There may be additional vendors that are relevant and suitable for you that have not been listed in this research. It is not, nor is it intended to be, a competitive analysis of the vendors discussed. Table 2 provides a summary of the representative vendors that participated in this research (see Note 1).

Table 2: Representative Vendors in the Virtual Care Solutions Market

Vendor Name
Product, Service or Solution Name
Amwell
Healthcheck, Symptom Checker, GP at Hand
Bright.md
UHE Platform, iConsult and iObserver application
Doxy.me
VidyoConnect Healthcare Edition, VidyoRoom, VidyoPlatform, VidyoEngage
eVisit virtual care platform
MDLIVE
Medocity Digital Care Platform
Microsoft Cloud for Healthcare
Philips Enterprise telehealth portfolio, Philips Enterprise virtual care portfolio
Solo virtual care platform
Tyto Care
VisuWell, Virtriage
Zipnosis
Zoom video conferencing
Source: Gartner (October 2020)
Table 3 lists the modalities of care natively supported by virtual care solutions. The key we have used within the table gives readers a sense of each vendor’s areas of focus; it is not a rating or scoring of the vendor’s capability or experience with a particular modality. The darker blue dot indicates a vendor’s primary area of focus and that the vendor is well-recognized in the market. The light blue dot indicates that the vendor supports this modality but it is usually done so as a part of a larger implementation with the client. The white dot means that the vendor has indicated this modality is currently in development.

Table 3: Virtual Care Modalities Natively Supported by Vendor Solutions

Direct-to-Patient
Provider-to-Provider
Vendor
Virtual Visits (Scheduled)
Virtual Visits (On- Demand)
Asynchronous Virtual Care
Digital Clinical Encounters
Remote Monitoring
Remote Monitoring
Virtual Consultations
Amwell
Babylon
Bright.md
Caregility
Doxy.me
Enghouse Vidyo
eVisit
MDLIVE
Medocity
Microsoft
Philips
Teladoc Health
Tyto Care
VisuWell
Zipnosis
Zoom
Key:
Primary area of focus and well-recognized in the market
Modality supported, usually as a part of a larger implementation with the client
In development
Source: Gartner (October 2020)
The following four tables outline the capabilities of the vendors’ solutions. Table 4 outlines the foundational digital capabilities of the vendors’ solutions. Table 5 outlines the functional capabilities. Table 6 outlines the technical capabilities and Table 7 outlines the video-specific capabilities.

Table 4: Vendor Solution Foundational Digital Capabilities

Vendor
Video
Phone
Text Messaging
Live Chat
File Transfer
Forms/Surveys
Consumer Device Integration
Medical Device Integration
Clinical Decision Support
Chatbot/VHA
Endpoint Devices
Amwell
Babylon
Bright.md
Caregility
Doxy.me
Enghouse Vidyo
eVisit
MDLIVE
Medocity
Microsoft
Philips
Teladoc Health
Tyto Care
VisuWell
Zipnosis
Zoom
Source: Gartner (October 2020)

Table 5: Vendor Solution Functional Capabilities

Vendor
Analytics and Dashboards
Appointment Scheduling
Billing
Clinical Documentation
Clinical Overflow Service
Consent Management
Digital Dictation
E-Orders
E-Prescribing
Interpreter Services
Patient Queuing
Referral Management
Virtual Waiting Room
Amwell
Babylon
Bright.md
Caregility
Doxy.me
Enghouse Vidyo
eVisit
MDLIVE
Medocity
Microsoft
Philips
Teladoc Health
Tyto Care
VisuWell
Zipnosis
Zoom
Source: Gartner (October 2020)

Table 6: Vendor Solution Technical Capabilities

Vendor
Artificial Intelligence
EHR Integration
Email
E-Signature
PACS Integration
Photo Capture
SDK and APIs
Single Sign-On
White Labeling
Amwell
Babylon
Bright.md
Caregility
Doxy.me
Enghouse Vidyo
eVisit
MDLIVE
Medocity
Microsoft
Philips
Teladoc Health
Tyto Care
VisuWell
Zipnosis
Zoom
Source: Gartner (October 2020)

Table 7: Vendor Solution Video-Specific Capabilities

Vendor
Host Transfer
Multiparty Video
Remote Camera Control
Screen Sharing and Annotation
Session Recording
Amwell
Babylon
Caregility
Doxy.me
Enghouse Vidyo
eVisit
MDLIVE
Medocity
Microsoft
Philips
Teladoc Health
Tyto Care
VisuWell
Zipnosis
Zoom
Source: Gartner (October 2020)
The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to provide more understanding of the market and its offerings.

Vendor Profiles

Amwell

Headquarters: Boston, Massachusetts, U.S.
Ownership: Private
Coverage: North America, Europe, Australia, Asia
Licensing Model: Not disclosed
Service Delivery Model: Hybrid
Summary: Amwell’s mission is to connect and enable providers, insurers, patients and innovators to deliver greater access to more affordable higher-quality care. Amwell equips clinicians, patients and the industry that supports them with the tools to realize a better healthcare experience.
Amwell delivers a unified platform that supports healthcare providers across the care continuum, from urgent care to specialty and postacute care, chronic care management, and behavioral health. The platform supports provider-branded, embeddable digital experiences with an open architecture that connects to clients’ existing systems, devices and diverse endpoints. Amwell also offers a full spectrum of purpose-built virtual care devices spanning carts, kiosks and peripherals and an array of services, such as implementation, consulting and clinical staffing.
Notable Clients: Anthem, Cleveland Clinic, Intermountain Healthcare, NewYork-Presbyterian, UnitedHealthcare, UPMC

Babylon

Headquarters: London, U.K.
Ownership: Private
Coverage: U.S., U.K., Canada, Rwanda, Kingdom of Saudi Arabia, China, Malaysia, Singapore, Indonesia, Hong Kong, Vietnam, Thailand, Philippines, Taiwan, Cambodia, Laos, Myanmar, Ireland
Licensing Model: Volume-Based
Service Delivery Models: Hosted, Cloud, Hybrid
Summary: Babylon provides a healthcare service that leverages AI to augment clinical decision making, improve patient experience and deliver better health outcomes. Babylon empowers patients and coordinates their healthcare journey in a personalized, accessible and outcome-based way, giving both patients and providers the tools needed to take the best action.
Babylon deploys its products in multiple ways to deliver value better patient engagement, services and resource utilization and lower costs to patients and to its partners and customers across payer and provider systems.
Notable Clients: Bupa, Mount Sinai Health System, Prudential Financial, TELUS Health, U.K. NHS, University Hospitals Birmingham NHS Foundation Trust (UHB)

Bright.md

Headquarters: Portland, Oregon, U.S.
Ownership: Private
Coverage: U.S., Canada
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: Bright.md is a telehealth automation platform that connects patients to health records, doctors to patients, and patients to status updates throughout the entire treatment experience — virtually and within minutes. Bright.md automates patient intake and treatment regardless of the venue of care — in-person, video or asynchronous. The platform automatically sends chart-ready SOAP notes to the EHR, creates billing files and manages patient follow-up communications, including prescription orders. Bright.md enables healthcare providers to reduce the time taken to treat patients, increase the volume of patients treated and attract new patients.
Notable Clients: Bassett Healthcare Network, Mercy Health, OHSU, Presbyterian Healthcare Services, Prisma Health, SCL Health

Caregility

Headquarters: Eatontown, New Jersey, U.S.
Ownership: Private
Coverage: U.S., U.K., Saudi Arabia, Australia, Japan
Licensing Model: Subscription
Service Delivery Models: Cloud, Hybrid
Summary: Caregility’s core virtual care offering, the UHE Platform, is a purpose-built ecosystem for clinical communications and collaboration across the healthcare continuum. UHE provides secure, HIPAA-compliant, two-way audio and video communication designed for any device and clinical workflow, in both inpatient and outpatient settings. UHE serves as a single, common platform across ambulatory, acute, ICU, and postacute care settings.
UHE provides video connectivity for virtual visits, inpatient as well as outpatient, scheduled or on-demand. The UHE iConsult application enables quick links for other clinicians to join in a consultation. Continuous monitoring of patients can quickly be escalated into an on-demand virtual consult with the specialist or care team member needed. UHE also provides connectivity for remote clinicians to check in, assess and intervene with patients in ICU, acute settings or emergency department (ED) rooms, as well as provide continuous patient observation of at-risk patients in hospital settings. Patient observation is provided through iObserver, the UHEapplication for the virtual sitting.
Notable Clients: BJC HealthCare, Cone Health, Houston Methodist, Lee Health, Mercy Virtual, Vidant Health

Doxy.me

Headquarters: Charleston, South Carolina and Salt Lake City, Utah, U.S.
Ownership: Private
Coverage: Global (more than 140 countries)
Licensing Model: Free and Subscription
Service Delivery Model: Hosted
Summary: Doxy.me is a free, HIPAA-compliant, secure telemedicine solution that enables healthcare providers to connect with patients remotely. It’s designed to be easy to install and simple to use; there are no downloads or apps to install and patients don’t need to create accounts. It incorporates standard clinical workflows such as patient check-in and waiting room into the design. Patients can initiate a telemedicine visit via a web link to the doctor’s Doxy.meroom using a standard computer.
With a focus on customer experience, Doxy.me is using customer insights and feedback to plan highly requested features. Whiteboarding, closed captions/transcriptions and recording capabilities are currently in development. Also in development are workflow improvements through the use of AI chatbots to facilitate data collection from patients and triaging, automatic reminders and patient engagement, and integrations with other major health IT applications. The long-term goal of Doxy.me is telemedicine for all.
Notable Clients: New Jersey Medical School, University of South Carolina, Virginia Department of Health

Enghouse Vidyo

Headquarters: Markham, Ontario, Canada
Ownership: Public
Coverage: Global
Licensing Models: Subscription, Perpetual, Volume-Based Discounts
Service Delivery Models: On-Premises, Hosted, Public Cloud, Hybrid, Private Cloud
Summary: Vidyo provides a comprehensive suite of solutions that aim to deliver the reliability, interoperability and scalability needed for today’s constantly changing healthcare environment. These solutions provide HIPAA-compliant communication that transforms patient and health practitioner workflows. Vidyo enables flexibility and choice in deployment, and user experiences can be configured and white-labeled according to the provider’s brand and unique workflow. Vidyo offers healthcare-specific workflows for medical carts and patient rooms and broad support for PTZ (pan-tilt-zoom) cameras and medical devices.
Notable Clients: Medical University of South Carolina, NYU Langone Health, Stanford Medicine, Tallahassee Memorial HealthCare (TMH), UPMC, Yale University

eVisit

Headquarters: Mesa, Arizona, U.S.
Ownership: Private
Coverage: U.S.
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: eVisit provides technology to enable healthcare organizations to deliver virtual care services. The vendor offers a support model to all users, including the patients themselves. Key features of the eVisit platform include:
  • Configurable workflows that can accommodate all specialties
  • Adaptive, enterprise-grade video that works with stringent firewalls and security policies without requiring plug-ins
  • An end-to-end solution that virtualizes all steps in the clinical workflow from scheduling and intake to digital waiting room management, the visit itself, discharge, e-prescription and payment
  • A proprietary double-encrypted, patient data security vault
  • Fifty supported EMRs with HL7 integration
Notable Clients: AdventHealth, Banner Health, CMG (Clarkston Medical Group), Easterseals, Envision Healthcare, Moffitt Cancer Center

MDLIVE

Headquarters: Miramar, Florida, U.S.
Ownership: Private
Coverage: U.S., Puerto Rico, U.S. Virgin Islands
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: MDLIVE differentiates itself by focusing on the user experience for patients and providers. The MDLIVE platform allows for a single patient profile across multiple specialties, as well as interoperability and connectivity to external systems, technology and data sources. The MDLIVE platform facilitates virtual care through phone, video or a mobile application for both scheduled and on-demand visits. Sophie, the vendor’s digital virtual care assistant, enhances the patient experience including triage and registration. MDLIVE has credentialed a national network of over 2,000 board-certified medical providers, which operates 24/7.
Notable Clients: Community Health Network, Prisma Health, Saint Luke’s Health System, Sentara, University Hospitals, University of Miami

Medocity

Headquarters: Parsippany, New Jersey, U.S.
Ownership: Private
Coverage: U.S., Canada, Global-Capable
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: The Medocity Digital Care Platform is a real-time, comprehensive virtual ecosystem connecting patients with chronic and complex diseases to all their stakeholders in care. Medocity’s solution is modular and configurable, enabling fast, flexible and customizable implementations that can scale at any desired pace. The platform’s integrated architecture enables the addition or removal of features and functionality on the fly, while preventing any disruption to the patient user experience or provider care team workflows.
Key features of the platform include:
  • Role-based access for all stakeholders.
  • All functionality (including telehealth) integrated into a single codebase.
  • Interoperability with EMRs and other systems of record.
  • Support for BYOD (bring your own device), giving users access to functionality on any device or operating system of their choice including desktop and laptop computers. Should a patient or provider use multiple access points, all immediately sync in real time.
  • White-labeling with the ability to accommodate custom-made user interface (UI) design requirements.
Notable Clients: Amgen, Atlantic General Hospital and Health System, Cigna, Cleveland Clinic, Express Scripts, Lilly, Otsuka

Microsoft

Headquarters: Redmond, Washington, U.S.
Ownership: Public
Coverage: Global (more than 120 countries)
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: The vision for Microsoft Cloud for Healthcare is to bring together capabilities for customers and partners that enrich patient engagement and connect health teams to help improve collaboration, decision making and operational efficiencies. The platform aims to make it faster and easier to provide more efficient care and help ensure end-to-end security, compliance and accessibility of health data. The platform supports:
  • Telehealth workflows through high-quality audio, video and screen sharing in a secure meeting experience
  • Clinical communication and collaboration across the organization
  • Audio or video meetings across a range of devices with others inside and outside of the organization
  • Provider-to-provider remote consultations across departments, units and health networks
  • Patient interaction with the health bot to perform activities such as triage and appointment booking
  • Remote and continuous patient monitoring to optimize treatments, remotely monitor patients and analyze medical device data
Notable Clients: Calderdale and Huddersfield NHS Foundation Trust, Canadian Mental Health Association Peel Dufferin, Northwell Health, Providence St. Joseph Health, St. Luke’s University Health Network, Walgreens Boots Alliance

Philips

Headquarters: Amsterdam, Netherlands
Ownership: Public
Coverage: Global (more than 100 countries)
Licensing Models: Volume-Based, Subscription, Risk-Sharing
Service Delivery Models: Cloud, Hosted
Summary: Philips takes a platform approach to provide agility and modularity to meet customer needs where they are. Within acute care, Philips acute care telehealth solutions are deployed following a hub-and-spoke model to drive resource leverage. This “air traffic control” clinical command framework is extensible across the ED, ICU and Med Surg, but also from a single hospital to a system of hospitals. Through the standardized and normalized data generated, Philips is able to deploy AI-enabled clinical decision support tools to inform providers to drive clinical and operational efficiencies. For the chronic patient in the home, the Philips remote patient monitoring platform collects patient data to a 24/7 care team that can use integrated clinical decision support alerting to detect adverse trends and to mitigate adverse events. The eCareCompanion web app allows patients to initiate telehealth consultations with a physician for nonemergency health concerns, and embedded patient education videos allow patients to learn more about chronic conditions such as heart failure and chronic obstructive pulmonary disease (COPD).
Notable Clients: Emory Healthcare, Lahey Health at Home, NewYork-Presbyterian (NYP), Northwell Health, Parkview Home Health & Hospice, UMass Memorial Medical Center

Teladoc Health

Headquarters: Purchase, New York, U.S.
Ownership: Public
Coverage: Global
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: Teladoc Health delivers enterprise solutions that aim to support high-quality, patient-centric virtual care for any clinical use case, in any setting. A dedicated virtual care network enables secure provider-to-provider and provider-to-patient connections across disparate health networks anywhere in the world on any telehealth and consumer device. Teladoc Health’s telehealth devices are designed to be used across both non-acute and acute use cases, supporting connections in any care setting. The web-based, fully integrated software platform, Solo, includes an intuitive user interface for virtual visits, IT integration capabilities designed for interoperability and end-to-end care coordination. The software platform supports patient intake, scheduling, documentation, image access and analytics, and is configurable to enable the unique needs of each care team. Teladoc Health maintains and monitors network availability to ensure successful connections on a domestic and global scale, offering 24/7 network support.
Notable Clients: Dignity Health, Mayo Clinic Health System, Mount Sinai Health System, Providence St. Joseph Health, Thomas Jefferson University Hospitals, Yale New Haven Health System

Tyto Care

Headquarters: New York, New York, U.S.
Ownership: Private
Coverage: North America, South America, Europe, Israel, Asia, Australia
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: Tyto Care is an all-in-one modular device and telehealth platform for AI-powered, on-demand, remote medical exams. The handheld examination device enables users to perform physical exams of the lungs, heart, skin, ears, throat and abdomen, and measure heart rate and body temperature from home. This input gives physicians clinical data for remote diagnosis and replicating an in-person doctor’s visit from any location, at any time. Users can either capture the exam data and share it with a provider afterward or conduct a live, guided exam with a healthcare provider. The solution includes a telehealth platform for sharing exam data, conducting live video exams, and scheduling visits. It also includes a cloud-based data repository with analytics and built-in guidance technology and machine learning algorithms to support accuracy and ease of use for patients using the device at home. The Tyto Care telehealth solution can be deployed by health systems quickly and at scale, with training and implementation possible within a single day.
Notable Clients: Best Buy, Clalit Health Services (Israel), Cleveland Clinic, Ochsner Health, Sanford Health, University of Miami

VisuWell

Headquarters: Nashville, Tennessee, U.S.
Ownership: Private
Coverage: U.S., Global
Licensing Models: Subscription, Consumption, Concurrent, Enterprise
Service Delivery Model: Hosted
Summary: VisuWell offers branded (white-labeled) and enterprise solutions to the market with strong integration capabilities and a focus on customizable workflows to fit program requirements. Solutions facilitate both synchronous and asynchronous care models with custom pathways to disposition and conclusion. The mobile-first approach supports user adoption in a device-agnostic consumer environment with nothing necessary to download. VisuWell scales from small programs to multi-initiative programs, serving thousands of providers.
Notable Clients: Ballad Health, Blue Cross Blue Shield, Centene (Superior HealthPlan), Texas Health and Human Services, UAMS Health, WakeMed Health & Hospitals.

Zipnosis

Headquarters: Minneapolis, Minnesota, U.S.
Ownership: Private
Coverage: U.S.
Licensing Models: SaaS Model With a Monthly Subscription
Service Delivery Models: Cloud, Hybrid
Summary: The Zipnosis platform is designed for the end users — both patients and providers.The platform offers four modes of care: intelligent interviews (asynchronous), chat, video and phone. These options enable patients to connect to the best mode of care for their needs and give providers the ability to move between modes in the context of a virtual visit. For example, the provider can start a visit via intelligent interview and move it into a chat or video visit if need be. The platform aims to create efficiencies for health systems and providers by reducing the provider clinical work time, making it a scalable solution.
Notable Clients: Allina Health, Medical University of South Carolina, MultiCare, SSM Health

Zoom

Headquarters: San Jose, California, U.S.
Ownership: Public
Coverage: Global — All Regions: North America, Latin America, EMEA and Asia/Pacific
Licensing Model: Subscription
Service Delivery Model: Cloud
Summary: Zoom provides an easy-to-use, cost-effective, secure and scalable multipurpose use platform for healthcare organizations to provide services across the virtual care continuum. It offers a variety of applications within the healthcare system such as virtual clinical care (clinicians seeing patients), care coordination and education, as well as wellness and prevention. These provide the opportunity for healthcare organizations to utilize one platform across multiple virtual care use cases.
Notable Clients: Access Physicians, Advocate Aurora Health, Moffitt Cancer Center, Phoenix Children’s Hospital, Project ECHO, South Coast Community Services

Market Recommendations

Healthcare provider CIOs procuring virtual care solutions to enable delivery of their organization’s virtual care strategy should:
  • Optimize your virtual care solution portfolio by partnering with senior clinical and business leadership to establish an enterprise approach to virtual care strategy development and procurement.
  • Ensure virtual care solutions are fit for purpose by aligning requirements to defined use cases, required business outcomes and desired workflows. In assessing workflows, determine which capabilities will need to be supported through the virtual care solution and which will leverage existing solutions (for example, billing and patient scheduling).
  • Avoid investment into point solutions that lack integration capabilities to ensure your investments into virtual care solutions are responsive to the needs of the patient and support evolving use cases, changing clinical needs and new business requirements. In your vendor evaluations, prioritize modularity of solutions and availability of APIs to enable composable application experiences (see Future of Applications: Delivering the Composable Enterprise).
  • Rightsize virtual care solutions to meet individual use cases by weighing the pros and cons associated with leveraging existing solutions, investing in new best-of-breed solutions or cross-industry platforms with healthcare vertical capabilities. Be mindful that the market is currently highly fragmented and there is great variation in terms of solution capabilities and cost. Attempting to retrofit an existing solution to a new use case may not be the cheapest or most effective option.
  • Assess the virtual care solution’s application and data integration maturity to ensure it can meet the integration needs of your organization. Focus on achieving seamless workflow integration to optimize the clinician experience and clinical information flow to support information requirements for clinical care delivery, care coordination, and billing and reporting.
  • Address issues of digital exclusion in your procurement processes by understanding your target patient populations and assessing the solutions on their capabilities to meet the unique requirements of these populations. Consider factors such as age, digital literacy, access to broadband and mobile networks, and access to required endpoint devices.
  • Ensure virtual care solutions maintain the privacy, integrity and availability of patient data and protect the safety of patients by establishing enterprisewide security requirements and standards for virtual care solutions. Assess solutions and the end-to-end architecture against these standards, paying particular attention to solutions deployed outside of the controls of the healthcare provider environment, such as home-based remote patient monitoring.

Acronym Key and Glossary Terms

chatbot
A domain-specific conversational interface that uses an app, messaging platform, social network or chat solution for its conversations. Chatbots vary in sophistication, from simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms. They are always narrow in scope. A chatbot can be text-based or voice-based, or a combination of both.
digital clinical encounter
Semiautomated patient encounters that include the use of a combination of clinical protocols and AI-enabled algorithms to facilitate history taking, diagnosis, prescribing and documentation. The encounter leverages the latest evidence-based clinical knowledge to reduce clinicians’ direct involvement prior to their review of the captured and analyzed content for clinical governance and oversight. The result is a diagnosis and a recommended treatment plan that a clinician can then review, modify when necessary and sign.
remote monitoring (direct-to-patient)
The use of medical-grade mobile devices, information and communications technologies to actively monitor patients’ conditions. Patients use mobile and wearable sensors and monitoring devices that capture biometrics and physiological data, such as vital signs, blood glucose levels, ECGs and weight. The devices then transmit or stage this data to a remote clinician for analysis, review and appropriate intervention.
remote monitoring (provider-to-provider)
The use of medical-grade mobile devices, information and communications technologies to continuously monitor patients’ conditions from a distance.
virtual health assistant (VHA)
Virtual health assistants enable patients to have clinically relevant encounters, in place of ones with a human clinician, by using advanced AI capabilities. VHAs listen to and observe behaviors, and build and maintain data models, as well as predict and recommend actions.

Evidence

In August 2020, Gartner conducted a survey of representative vendors in this market. The charts and tables in this research are based on the self-reported survey data provided by these vendors, vendor briefings, publicly available information and insights obtained through our many client interactions. As required by Gartner’s research methodology, vendors received a copy of the information for factual review prior to publication.

Note 1Representative Vendor Selection

The vendors included in this Market Guide were selected to represent the range of solutions supporting one or more of the capabilities outlined in the Market Definition section. In addition, their solutions:
  • Support a variety of use cases and clinical conditions.
  • Have received client interest via inquiry.
  • Have an established presence across the U.S. and/or globally — achieving visibility and traction in this market.
The vendors included do not imply an exhaustive list.

Note 2Gartner’s Initial Market Coverage

This Market Guide provides Gartner’s initial coverage of the market and focuses on the market definition, rationale for the market and market

DISCLOSURE: This website is intended solely to provide general information regarding Eagle Private Equity and is not an offer or solicitation with respect to the purchase or sale of any security. The material contained on this website is intended for financially sophisticated investors. Eagle Private Equity does not solicit or make its services generally available to the public. Further, the information contained on this site, including information regarding investments and Eagle Private Equity's portfolio company experience, may not be relied on in any manner as legal, tax, accounting or investment advice. Past performance is not indicative of future results and it should not be assumed that results for any investments or portfolio companies described herein will be achieved for other investments or portfolio companies. Portfolio company information and team member profiles are not considered to be a complete list. The content provided on this site is provided to users “AS IS”, and Eagle Private Equity does not make any representation or warranty, express or implied, as to the accuracy or completeness of the information contained on this site.

Eagle Private Equity

Eagle Private Equity has founded and developed several companies initially conceived of by its principals. Additionally, its principals have participated as investors or founders in more than a dozen early-stage opportunities.

© 2021 Eagle Private Equity, LLC.
All rights reserved.