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JD POWER SURVEY SHOWS CONSUMERS EMBRACE TELEHEALTH

Analysis  |  By John Commins  
|   September 29, 2022


TOPICS

consumers
healthcare access
mental health
patient experience
patient satisfaction
primary care
telemedicine


MORE THAN TWO-THIRDS (67%) OF RESPONDENTS SAY THEY'VE USED TELEHEALTH IN THE
PAST YEAR, UP FROM 37% IN 2019.

--------------------------------------------------------------------------------


KEY TAKEAWAYS

A strong majority of consumers say they prefer telehealth for "routine care",
such as prescription refills (80%), medication review (72%), test result
consultations (71%), and mental health visits (57%).

Nearly two-thirds of consumers (61%) say that convenience is the top reason why
they use telehealth, along with faster access to care (49%) and ease of access
to health information (28%).

Among telehealth providers, LiveHealth Online ranks highest in telehealth
satisfaction among direct-to-consumer brands, with a score of 869, followed by
Doctor on Demand (864) ranks and eVisit (862).

Among payers that provide telehealth services, Humana ranks highest with a score
of 862, followed by Aetna (855). The segment average is 852.

Consumers are embracing the convenience and accessibility of telehealth for
"routine" medical care and mental health services in nearly twice the numbers
seen in pre-pandemic 2019, a new survey shows.



The J.D. Power 2022 U.S. Telehealth Satisfaction Study, released Thursday, found
that 67% of 4,306 consumers surveyed in June and July reported using telehealth
within the past year, up from 37% in 2019.



And the vast majority (94%) of consumers who used telehealth in the past 12
months say they "definitely will" or "probably will" use telehealth to receive
medical services in the future.







"Telehealth and digital technologies are transforming how patients seek and
receive healthcare," says Christopher Lis, Troy, MI-based J.D. Power's managing
director of global healthcare intelligence.



--------------------------------------------------------------------------------


GET THE LATEST ON HEALTHCARE LEADERSHIP IN YOUR INBOX.







"Telehealth has the potential to increase access, convenience, care coordination
and continuity, improve outcomes, and fill in gaps in provider coverage,
particularly in underserved areas," Lis says.



"As technology adoption and consumer demand continue to increase, it will be
important to keep evaluating what's working well and which areas need
improvement, with the aim being to improve equitable access, quality of care and
patient outcomes that complement in-person care."



A strong majority of consumers say they prefer telehealth for "routine care",
such as prescription refills (80%), medication review (72%), test result
consultations (71%), and mental health visits (57%).



Nearly two-thirds of consumers (61%) say that convenience is the top reason why
they use telehealth, along with faster access to care (49%) and ease of access
to health information (28%).







While the use of telehealth is gaining ground, the survey found that consumers
still demand digital face time with clinicians, both to ensure care quality and
to resolve medical concerns.



Among telehealth providers, LiveHealth Online ranks highest in telehealth
satisfaction among direct-to-consumer brands, with a score of 869, followed by
Doctor on Demand (864) ranks and eVisit (862). Among payers that provide
telehealth services, Humana ranks highest with a score of
862, followed by Aetna (855). The segment average is 852.



The J.D. Power survey, now in its fourth year, measures customer satisfaction
with telehealth service experience based on customer service (42%); consultation
(28%); enrollment (19%); and billing and payment (11%). 






“TELEHEALTH AND DIGITAL TECHNOLOGIES ARE TRANSFORMING HOW PATIENTS SEEK AND
RECEIVE HEALTHCARE.”


CHRISTOPHER LIS, J.D. POWER





John Commins is a content specialist and online news editor for HealthLeaders, a
Simplify Compliance brand.








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TAGGED UNDER:

consumers
healthcare access
mental health
patient experience
patient satisfaction
primary care
telemedicine

--------------------------------------------------------------------------------


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