Telehealth Usage Up, Satisfaction Down. What's Our Next Move?

Telehealth use is surging but patient satisfaction with the service has declined, new study findsJ.D. Power conducted a https://www.jdpower.com/business/healthcare/us-telehealth-satisfaction-study (telehealth satisfaction study), looking at factors including customer service, consultation, enrollment and billing among direct-to-consumer and payer-sponsored telehealth services. More than 4,600 consumers who used a telehealth service in the past year, from June 2020 through July 2021, responded.
The study found that despite 36% of patients using telehealth, four times higher than the previous year, they also report limited services and inconsistent care and lower satisfaction than in 2020.
“As the industry grows, it is critical to address these challenges,” said James Beem, managing director of global healthcare intelligence at J.D. Power, in a statement. 

Telehealth use is surging but patient satisfaction with the service has declined, new study finds

J.D. Power conducted a telehealth satisfaction study, looking at factors including customer service, consultation, enrollment and billing among direct-to-consumer and payer-sponsored telehealth services. More than 4,600 consumers who used a telehealth service in the past year, from June 2020 through July 2021, responded.

The study found that despite 36% of patients using telehealth, four times higher than the previous year, they also report limited services and inconsistent care and lower satisfaction than in 2020.

“As the industry grows, it is critical to address these challenges,” said James Beem, managing director of global healthcare intelligence at J.D. Power, in a statement.