TokBox – the live video, real-time communications (RTC) company – announced the results of its inaugural “Live Video Maturity Study” during October 2017. The study measures evolution of live video since 2012 across a range of industries, including healthcare, financial services, retail and insurance.

Highlights of the Healthcare sector findings include:

  • 60% of people surveyed in 2017 have used or are likely to use live video to chat with a doctor about a non-emergency condition such as prescription renewal.

  • Most popular use cases:

    • Remote doctor consultations

    • Virtual mental health support and counseling

    • Medical imaging collaboration

    • On-demand wellness and fitness


The rankings of industries, based on maturity of live video from most mature to least, are as follows:

  • Recruitment/Work

  • Education

  • Healthcare

  • Repair/Support/See-what-I-see

  • Insurance

  • Retail/e-Commerce

  • Financial Services


According to Scott Lomond, TokBox CEO, “Live video has proven an effective channel for healthcare because of its potential to provide not only more cost-effective care, but wider access and better patient outcomes,” Lomond says. “In fact, many states so strongly recognize the value in this model they are requiring insurance companies to reimburse for telemedicine treatment. The biggest challenges are compliance and privacy. Organizations will look to tactics like recording and archiving for patient record compliance, as well as strengthening security and encryption for patient privacy. And of course, they will also need to remain HIPAA compliant all the while.”

The Live Video Maturity Study analyzed responses from three surveys conducted by TokBox in 2012, 2015, and 2017, as well as proprietary observations of the TokBox customer base. Via analysis of the combined data, maturity scores based on industry application and consumer adoption are determined.

“The reason that we see healthcare as less mature than sectors like recruitment/work and education is that the industry has two significant challenges to adoption: compliance and privacy,” Lomond explains. “The fact that healthcare is a highly regulated environment isn’t changing anytime soon, and so organizations will have to tackle these challenges in order to reap the benefits of live video.

“Live video should be seen simply as another digital format, with the same security needs as every other healthcare digital initiative that includes private patient information,” Lomond adds. “Video needs solid encryption in order to protect patient privacy, just like patient portals or physician/patient communications. This level of security is possible, and there are already hundreds of HIPAA compliant live video applications in the market today.

“Right now, the most popular healthcare use cases for live video are around remote health consultations, mental health support and medical imaging,” he notes. “But I imagine in a few short years, we’ll see live video used for everything from in-depth specialist appointments to providing a more personal experience for administrative tasks like scheduling and billing.”

To see an infographic about the live video maturity study, please click on the link below:

TokBox_Live Video Industry Spotlight – Healthcare