Patients are overwhelmingly satisfied with virtual care, but barriers around insurance and awareness of specialty services are limiting its growth, according to a new national report. The 2026 Virtual Care Report from healthcare technology company Bridge found 91 percent of virtual care users reported satisfaction with their experience. Approximately two-thirds said their most recent virtual visit fully resolved their health issue, and 80 percent said they would be likely to use it again for the same type of issue. The report is based on a survey of 2,016 U.S. adults conducted in August 2026. "Virtual care has proven its value, and patients are overwhelmingly satisfied with their experiences," said Keaton Bedell, co-founder and CEO of Bridge. "The question is then how we move beyond virtual care as a convenient, one-time solution and make it a trusted, ongoing part of how people manage their health." The report identifies key factors for the next phase of growth, including the influence of existing doctor relationships, the critical role of insurance coverage and untapped consumer interest in virtual specialty care.
When seeking virtual care, patients most often turn to their regular doctor. More than half, 56 percent, got virtual care from their regular provider, while only 18 percent used a standalone virtual care company. The majority of consumers either used offerings from their regular provider or followed referrals from them. Only 11 percent reported finding virtual care options through their employer.
Insurance coverage is a major deciding factor for patients. Eighty-eight percent said insurance coverage matters when deciding whether to use virtual care, and 89 percent had their last virtual visit covered by insurance. Only 7 percent paid cash, and just 2 percent had a visit fully covered by an employer benefit. When insurance is an obstacle, patients often defer care or turn to more expensive alternatives.
A third of patients who were prevented from seeing a desired virtual care provider went to urgent care instead, and one in six went to the emergency room. The report also found patients use virtual care for a wide range of needs. The top three drivers were follow-up care for an existing condition at 33 percent, routine and preventive care at 27 percent, and medication refills at 26 percent. Sixty-five percent said virtual care works for follow-ups and medication questions, and more than half said it can manage or monitor an ongoing condition. A significant opportunity lies in virtual specialty care, according to the findings. Patients were presented with a list of virtual specialty options, from weight management and women's health to dermatology and sleep medicine.
A lack of awareness emerged as a major barrier. While 62 percent of users would consider at least one specialty they didn't know was offered virtually, 39 percent of virtual care users who reported no engagement with virtual specialties were not aware it was an option. Another signal of potential growth is that 75 percent of consumers said they wouldn't wait more than two weeks for an in-person specialist before opting for a same-week appointment with a virtual specialist. "This data challenges some longstanding conventional wisdom about how patients find and pay for virtual care," Bedell said. "It also offers evidence that consumers are primed for more, and expecting more, from virtual care moving forward." The survey was fielded by independent research firm Dynata. Of the 2,016 total respondents, 1,814 had previously completed a video or phone visit with a licensed provider.