Berlin – The promise of virtual-first care – healthcare delivery designed around digital access as the primary point of contact – isn’t a futuristic concept anymore. Yet, according to industry leaders, its true potential remains largely untapped. The expectation shouldn’t be a sudden “a-ha” moment of realization, but rather a steady, strategic realignment of healthcare infrastructure, prioritizing patient context, interoperability, and clinical accountability. This shift, experts say, requires moving beyond viewing virtual care as a mere add-on and embracing it as foundational to a sustainable, equitable, and scalable healthcare future.
Michael Dalton, founder and CEO of Ovatient, a virtual-first healthcare services company, argues that the current approach to virtual care often misses the mark. Ovatient was established through a unique partnership between The Medical University of South Carolina and The MetroHealth System. Dalton contends that true virtual-first care should be seamless – fully integrated with electronic health records (EHRs), aligned with existing clinical governance structures, and capable of facilitating smooth transitions between virtual and in-person care. He emphasizes that a successful system should be intuitive enough that patients don’t require extensive instructions to navigate it.
The Evolution of Virtual Care: From Convenience to Infrastructure
The conversation around virtual care has evolved rapidly in recent years. Initially spurred by the need for remote access during the COVID-19 pandemic, telehealth experienced a surge in adoption. But, much of this early implementation was characterized by a “bolt-on” approach, adding virtual options to existing systems without fundamentally rethinking care delivery. Dalton, who has secured over $1.3 billion in funding for underserved communities and led digital care design during the pandemic, believes this approach is insufficient. He challenges the status quo, advocating for a strategic realignment that positions virtual care as core infrastructure, not a clinical detour.
A year ago, Dalton wrote about virtual-first care as a natural progression of virtual health, capable of expanding access without compromising quality or trust. This perspective was shared following the ViVE conference in Nashville in 2025. He continues to believe in this potential, but stresses the need for a more direct and comprehensive approach. Recent discussions at events like Stanford’s Consumer Health Conference and ViVE 2026 have reinforced his conviction that the industry is still grappling with the fundamental challenges of integrating virtual care effectively.
Key Challenges and Necessary Reforms
One of the primary hurdles to widespread adoption of truly integrated virtual-first care is interoperability. Healthcare systems often operate with disparate EHRs and data silos, making it difficult to share patient information seamlessly. This lack of interoperability hinders the ability to provide comprehensive, coordinated care, regardless of whether it’s delivered virtually or in person. Addressing this requires not only technological solutions but also regulatory reforms and governance structures that incentivize data sharing and collaboration.
Dalton highlights the need for specific regulatory changes to support the growth of virtual-first care. These reforms could include adjustments to reimbursement models to adequately compensate for virtual services, as well as policies that promote data privacy and security whereas facilitating interoperability. He emphasizes the importance of establishing clear measurement models to assess the quality and effectiveness of virtual care, ensuring that it delivers value for both patients and providers.
The Role of Health Systems in Leading the Change
Dalton believes that health systems are uniquely positioned to lead the charge in reimagining virtual care. Unlike many telehealth companies that operate independently, Ovatient was specifically created by and for health systems, fostering a collaborative approach to innovation. This model allows for a deeper understanding of the clinical and operational needs of healthcare providers, leading to the development of solutions that are truly integrated into existing workflows.
The success of virtual-first care hinges on the ability to build trust with patients. This requires not only providing high-quality care but also ensuring that patients feel comfortable and connected throughout the virtual experience. “Warm handoffs” – seamless transitions between virtual and in-person care – are crucial for maintaining continuity of care and building patient confidence. The virtual care platform itself must be user-friendly and accessible, minimizing the burden on patients and maximizing engagement.
Beyond Telehealth: A Strategic Blueprint for the Future
Dalton’s vision extends beyond simply replicating in-person care in a virtual setting. He advocates for a more proactive and preventative approach to healthcare, leveraging the power of digital technology to identify and address health risks before they escalate. This includes utilizing data analytics to identify patients who would benefit from virtual interventions, as well as providing remote monitoring and support to help patients manage chronic conditions.
The potential benefits of this approach are significant. By expanding access to care, improving care coordination, and promoting preventative health, virtual-first care can help to reduce healthcare costs, improve patient outcomes, and address health inequities. However, realizing this potential requires a concerted effort from all stakeholders – healthcare providers, policymakers, technology developers, and patients – to embrace a new paradigm of care delivery.
The conversation surrounding virtual care is shifting from one of simple adoption to one of strategic realignment. As Dalton argues, the goal isn’t just to offer virtual options, but to build a healthcare system where digital access is seamlessly integrated into the fabric of care, improving the health and well-being of all.
Looking ahead, the focus will likely be on refining these models and demonstrating their long-term value. Further research and evaluation will be crucial to identify best practices and address any remaining challenges. The ongoing evolution of technology, coupled with a growing emphasis on patient-centered care, suggests that virtual-first care will continue to play an increasingly critical role in the future of healthcare.
The next key event to watch will be the release of updated guidelines from the Department of Health and Human Services regarding telehealth reimbursement policies, expected in late 2026. These guidelines will likely shape the future of virtual care funding and access.
What are your thoughts on the future of virtual-first care? Share your comments below, and let’s continue the conversation.
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