Achieving Digital Health Equity by Personalizing the Patient Experience

BACKGROUND: COVID saw a significant increase in the use of virtual care, supporting its utility and its benefits. It also revealed that unfortunately there are limitations and gaps we still need to address, including inequitable access to digitally enabled health care tools. METHODS: On November 8, 2022, the Mass General Brigham held the Third Annual Virtual Care Symposium: Demystifying Clinical Appropriateness in Virtual Care and What's Ahead for Pay Parity. One panel addressed digital health equity and key points are summarized here. RESULTS: Four experts discussed the key domains of digital equity and inclusion in the session titled “Achieving Digital Health Equity: Is it a One-Size-Fits-All Approach or Personalized Patient Experience?” These included lessons from strategies and tactics being used by hospitals and health systems to address digital equity issues; and opportunities to achieve digital health equity for specific populations (e.g., Medicaid). CONCLUSIONS: Understanding the drivers of digital health disparities can help organizations and health care systems develop and test strategies to reduce them and improve access to quality health care through digitally enabled technologies and delivery channels.