A report shows that the overall satisfaction with payer-sponsored and direct-to-customer telehealth services has declined even if there is a spike in virtual care use.
This past week, the data analytics and consumer intelligence company J.D Power has conducted a study. This study has found that even though there is a spike in telehealth adoption, the pain points still exist. Among the patients with higher risks, there is an existing pain point.
The study has found that 36% of patients have accessed telehealth services in the last year. It is up 9% from 2020 and 7% from 2019.
Still, many have reported hurdles to access care. Analysts have noted that these issues are having some greater impact on the overall satisfaction than they already did in the past.
J.D. Power based its complete analysis on the responses received from 4676 healthcare customers who have used telehealth services. The study has noted that the usage is quite consistent across all the generational groups. The rates were quite high among the millennials.
The top reasons that back up the utilization are safety, convenience, and quick care delivery. The most common reason for not doing this is that the patients chose to see their doctor in person. Moreover, ease of use, safety, and lack of trust with the features have also created an influence among the users. It has affected their decision-making.
The company has further measured satisfaction based on four factors for importance: customer service, enrollment, consultation, and bill payment.
With these criteria, Teladoc has ranked highest among the direct-to-consumer brands. MDLIVE stood second, and MyTelemedicine got the third position.
UnitedHealthcare got the top marks in terms of health plans offered with telehealth services. Humana and Kaiser Foundation Health Plan has a tie.
Researchers have noted that the overall satisfaction has declined from 2020 to 2021. More than half of people have indicated that there is at least one barrier that has made telehealth difficult—lack of awareness of cost. Confusing technology, lack of information are the main reasons behind it.
Patients have largely reported satisfaction in the middle of the pandemic. A KLAS report from January shows that customer satisfaction with Amwell has declined since 2018. But it has now released its response to COVID-19, which has earned positive feedback.