Columbus, Ohio—In Gartner’s Hype Cycle terms (see graph below), Telehealth has journeyed over the peak of inflated expectations, through the trough of disillusionment, and is now heading up the slope of enlightenment toward the plateau of productivity1. All that to say: it’s getting real. While millions have already experienced virtual doctors’ visits or telemonitoring firsthand, it’s set to reach the masses.


Analysts predict the global telehealth market will be more than $27 billion by 2016, tripling in growth since 2010.2 On the demand side, Towers Watson’s 2014 survey of large employers found that 37% of employers planned to offer telemedicine to workers as a lower-cost site of care in 2015 and 34% more employers were considering telemedicine in 2016 or 20173. Legal barriers are coming down as well and even the CMS (Centers for Medicare and Medicaid Services) are adding 7 new reimbursement codes for telehealth in 2015.

Like channels of care that have emerged in the past (urgent care, in-store clinics), this will be a new touchpoint in communication planning for healthcare  marketers; another place to engage with HCPs and patients – not just “in” the (virtual) office, but surrounding their visit, and in a connected effort with other touchpoints before and after the visit.

Many urgent care systems and primary care practices are integrating telehealth into their offerings, which brings to mind the challenge that retailers faced 15 years ago of blending brick & mortar with online storefronts. Each touchpoint has to be considered as a destination on an direct path, but also as a connected part of a larger map of experiences. Who better than healthcare marketers to help our brands with these new challenges?

  1. [Gartner]

About the Author:

As Managing Director of Innovation and Insights for Syneos Health Communications, Leigh is responsible for building and scaling a global team of healthcare experts who together help life science leaders better understand the complex lives, influences and expectations of their customers. Specifically, they uncover actionable insights that fuel empathy and creativity; lead co-creation events that let marketers learn from peers, trends, and new possibilities; and help clients identify the most valuable and useful new customer experiences to create.

Leigh has worked with Fortune 1000 companies to craft their digital, mobile, social and CRM strategies for nearly 20 years.She’s worked for category-leading agencies in retail, public affairs, B2B technology, and higher education. Prior to moving to Syneos Health Communications, she held several leadership roles at our largest agency, GSW.  There, she founded an innovation practice fueled by the zeitgeist and spearheaded digital and innovation thinking across the business.

Leigh has taken a special interest in complex healthcare products that can change lives in meaningful ways. She was recently a strategic lead on the 3rd largest launch in pharmaceutical history: Tecfidera. Before that she had keys roles with Eli Lilly Oncology, Abbott Nutrition, Amgen Cardiovascular, and Eli Lilly Diabetes.

A critical part of Leigh’s work is trends and new ideas. Every year, she convenes a group of trend watchers from across our global network to identify the shifts most critical to healthcare marketers. This year, she led over 250 experts to experts to focus on the most important changes in the commercial, consumer, marketing, digital and healthcare landscapes. (See reports at

Leigh is a sought-after writer and speaker. Recognized as one of the most inspiring people in the pharmaceutical industry by PharmaVoice and Top 10 Innovation Catalysts of 2017 by MM&M, Leigh also was recognized  as a Rising Star by the Healthcare Businesswomen's Association (HBA) for her overt passion, industry thought leadership and significant contributions in new business, strategy and mentoring.