CVS is the highest-ranked direct-to-consumer firm with regards to telehealth satisfaction, whereas UnitedHealthcare is the highest-ranked payer, in accordance with a brand new report.
The J.D. Energy 2023 U.S. Telehealth Satisfaction Research, launched final week, included responses from 5,424 healthcare clients who used a telehealth service within the final 12 months. The report measured their satisfaction with telehealth primarily based on seven elements: degree of belief, supplier visits assembly their wants, folks expertise (such because the physician, doctor’s assistant, nurse, and so forth.), digital channels, ease of receiving care, appointment scheduling and saving time or cash. Digital channels refers to receiving care by way of a video or audio name by way of a cellular app or a video or audio name by way of a web site.
CVS ranked the very best amongst direct-to-consumer firms with a rating of 744 factors on a 1,000-point scale. MDLIVE ranked second with 741 factors and Amwell ranked third with 739 factors. Optum ranked the bottom out of 10 firms with 707 factors.
Amongst payers, UnitedHealthcare ranked the very best with 702 factors out of 1,000 factors. Kaiser Basis Well being Plan adopted with 701 factors and Humana ranked third with 695 factors. Anthem Blue Cross got here in final out of 11 insurers with 677 factors.
These outcomes differ from final 12 months when LiveHealth On-line ranked the very best amongst direct-to-consumer suppliers and Humana ranked the very best amongst payers. LiveHealth On-line dropped to eighth place this 12 months with a rating of 718 factors. Nonetheless, final 12 months’s report ranked firms primarily based on various factors: customer support, session, enrollment and billing and fee.
The J.D. Energy research additionally discovered:
- Telehealth satisfaction varies by technology. Total affected person satisfaction with telehealth was 698 factors on a 1,000-point scale. Amongst Gen Y and Gen Z sufferers, satisfaction was at 714 factors, a lot larger than 671 factors amongst Boomers and Pre-Boomers. This hole was the widest when it got here to the digital channels and appointment scheduling measures, “suggesting that older telehealth customers are having issues utilizing telehealth suppliers’ digital interfaces,” in accordance with J.D. Energy.
- Satisfaction scores had been the very best when it got here to the folks and visits assembly sufferers’ wants measures however had been lowest when it got here to the belief measure.
- Comfort and pace are the principle causes folks select to obtain care by way of telehealth. About 28% of respondents mentioned they selected telehealth over an in-person go to due to comfort, and 17% mentioned they selected telehealth due to the flexibility to obtain care rapidly.
“Telehealth is right here to remain,” mentioned Christopher Lis, managing director of worldwide healthcare intelligence at J.D. Energy, in an announcement. “As total utilization volumes normalized following the pandemic, we proceed to see a transparent pattern towards telehealth adoption for routine care and ongoing psychological well being visits. Furthermore, total satisfaction is related to telehealth cellular app utilization in contrast with different channels. On the similar time, we’re seeing some vital limitations to adoption in some populations, significantly amongst older sufferers and underserved populations who’re scuffling with digital channels and having challenges with entry and ease of use.”
Photograph credit score: Bohdan Skrypnyk, Getty Photographs
