Virtual care: Building better connections with patients and reducing inequities in health care

Virtual care is no longer a stopgap or a convenience—it’s now a core part of how many physicians deliver care. But as digital tools become more embedded in everyday practice, an important question remains: How do doctors ensure that technology enhances, rather than weakens, the physician–patient relationship?

Building trust, reading subtle cues, and creating a sense of presence can be more challenging when care is delivered through a screen. Yet many physicians are finding that, when used thoughtfully, virtual tools can actually deepen connection—by meeting patients where they are, reducing barriers to follow-up, and creating more flexibility in how and when care happens. Small changes in communication style, workflow, and technology use can make a meaningful difference in how patients experience virtual visits.

At the same time, virtual care holds significant promise for addressing long-standing health inequities. For patients who face transportation challenges, mobility limitations, caregiving responsibilities, or geographic isolation, virtual access can be transformative. It can also help practices reach underserved populations more consistently—if issues like digital literacy, broadband access, and language support are addressed head-on.

Medical Economics spoke with Sarah Matt, MD, author of “The Borderless Healthcare Revolution,” about practical strategies for connecting with patients in virtual settings, as well as the role technology can play in narrowing—rather than widening—gaps in health outcomes.