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High net promoter scores, repeat usage reflects the increased value patients have for virtual care’s role in managing their health care

MIRAMAR, Fla, February 17, 2022 – Driven by steady growth in behavioral health visit volume, substantial adoption of virtual primary care (VPC) services and expanded access to dermatology services, MDLIVE continued its strong upward trajectory in 2021. This reflects continued demand among health plans and patients for convenient, cost-effective and trusted virtual care services for acute, routine and recurring healthcare needs. MDLIVE’s consistent growth solidifies the company’s leadership position as the virtual care category becomes more prominent within the ecosystem of care for health plans and consumers.

“As part of Evernorth, we are partnering with Evernorth’s Express Scripts and eviCore, through our disruptive virtual care platform, to deliver simple and affordable health care outcomes.” said Charles Jones, chief executive officer, MDLIVE. “We are proud to be able to report that all 17 payor clients whose contracts were up for renewal in 2021 have renewed for 2022. This sizeable and forward-thinking group of clients sees the opportunities resulting from the Evernorth acquisition to accelerate affordability across a wide range of care solutions to improve health care outcomes.”

More than 62 million people have access to MDLIVE as a covered benefit through their health plans or employers. Among people who used MDLIVE in 2021, 76% of visits were from repeat users; when combined with growth rates in behavioral health and VPC and a net promoter score of 77, these data suggest that consumers are expanding their use of virtual care services across multiple therapeutic categories. During 2021, MDLIVE generated as much as $370 million in savings for clients in urgent care alone.

Use of virtual primary care services surged in 2021, reflecting strong growth since MDLIVE introduced the first such program from a virual care provider in 2020. VPC visits saw a two-fold year-over-year growth in 2021, and preventive care visits specifically grew by 384%. Among patients utilizing MDLIVE’s primary care services, 68% had at least one chronic disease identified via the service’s wellness screenings. Additionally, as 70% of patients who used MDLIVE VPC had not seen a primary care physician in the past 24 months, MDLIVE is helping to close gaps in care by improving access to primary and preventive care services.

Urgent care continued to return even greater cost savings, approximately $250 per visit on average as visit volume remained consistent with levels from the previous year after year-over-year growth in 2020 of more than 60%.

Behavioral health visit volume growth topped 62% in 2021, reflecting the ongoing surge in demand for behavioral health services amid the mental health crisis and the impact of the COVID pandemic. A significant number (78%) of MDLIVE behavioral health patients reported clinical improvement after just three sessions with an MDLIVE therapist.

In dermatology, the number of consumers with access to dermatology services tripled in 2021, and 93% of MDLIVE dermatology patients reported resolution of their clinical issue during their first consultation.

MDLIVE demonstrated continued investment in expanding its virtual primary care offering in 2022 with the introduction of its first patient health monitoring program. Under the guidance of MDLIVE providers, patients living with chronic conditions, such as heart disease and diabetes, can track and report key biometrics such as blood pressure and glucose levels for their virtual primary care doctors to review with them during their visits. MDLIVE plans to expand the program later in the year with the integration of digital devices that can transmit patient data automatically to the MDLIVE patient portal.

“The virtual care category is now facing the question of staying power – where and how it will fit into consumers’ lives,” Jones said. “ It’s very clear that, for MDLIVE, this question is being answered. As more health plans adopt virtual care as a fundamental component of their plan offerings, and more people gain access to MDLIVE services, we will further strengthen our role as a consistent cornerstone of their care.”


MDLIVE, an Evernorth company, is a leading provider of virtual health care services in the U.S. We work with our health plan, health system, and self-insured employer partners to give patients simple, convenient and affordable access to the highest quality medical and behavioral health care, 24/7, from the comfort and safety of their homes. With a vision and passion for changing health care for the better, we are working to improve the patient experience, close the patient-provider accessibility gap, and bring providers opportunities to augment the services they currently offer. More than 62 million individuals nationwide have access to MDLIVE as a covered benefit through their health plans and employers. To learn more about MDLIVE, visit, download our app, or text “Sophie” to MDLIVE (635483) to register.


Amy Trow, (412) 377-3771

Coyne PR
Kevin Lamb
Ann Smith

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Amy Trow