The Covid-19 pandemic catapulted telehealth into the mainstream and it is likely to remain there even after the pandemic subsides. It’s proved highly effective for younger, digitally savvy patients. But older patients, and particularly the frail elderly, often struggle with the technology. How can primary care providers help these patients adopt telehealth? And when are face-to-face visits still the best option?

To answer these questions, we interviewed executives and frontline providers at four innovative primary care organizations that serve predominately elderly populations: Iora Health, Oak Street Health, ChenMed, and Landmark Health. These organizations participate in Medicare Advantage plans and receive a capitated payment for each patient regardless of the volume of services they provide. This gives them both the flexibility and the incentive to develop creative ways to provide value-based primary care, including pivoting to telehealth with their challenging populations.