Revisit rates and utilization patterns in digital-first healthcare pathways in primary care

Abstract Background Digital health services are increasingly integrated into primary care, yet evidence on their real-world utilization, user demographics, and clinical scope remains limited. The objective of this study was to evaluate the uptake, user demographics, and clinical scope of a digital primary care service introduced by Harjun Terveys in Finland. Methods We conducted a retrospective analysis of registry data from approximately 130,000 residents between 2019 and 2024. Primary care contacts were assessed across digital, telephone, and in-person modalities. Service coverage and utilization rates before and after digital implementation were compared. Encounters were stratified by age, sex, Charlson Comorbidity Index (CCI), and diagnostic categories. Results Following the digital clinic's launch, primary care coverage increased. By 2024, digital visits accounted for 12.7% of all primary care contacts. Users of digital services were typically younger, more likely female, and had lower comorbidity burdens. Uptake among older adults and patients with high CCI scores remained limited. The most common digital diagnoses were respiratory infections, dermatologic conditions, and urinary tract infections. Conclusions The digital clinic broadened access to primary care, predominantly serving younger adults with low-complexity acute conditions. To fully realize the potential of digital care, targeted strategies are needed to increase adoption among older adults and those with chronic illnesses. Key messages • Distinct demographic groups are more likely to adopt digital services. • Digital platforms can increase access to healthcare.