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TROY, Mich.--(BUSINESS WIRE)--Sep 29, 2022--
Has the routine physician’s office visit been permanently disrupted by telehealth? According to the J.D. Power 2022 U.S. Telehealth Satisfaction Study, SM released today, a growing majority of consumers now say they prefer telehealth over in-person visits for a wide range of routine care, including prescription refills, reviews of medication options and to discuss medical results. Additionally, almost all—94%—of telehealth users say they would use the technology to receive medical services in the future.
“Telehealth and digital technologies are transforming how patients seek and receive healthcare,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “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. 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.”
Following are some key findings of the 2022 study:
Study Rankings
LiveHealth Online ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 869. Doctor on Demand (864) ranks second and eVisit (862) ranks third.
Humana ranks highest among payers of health plan-provided telehealth services, with a score of 862. Aetna (855) ranks second. The segment average is 852.
See the rank charts for each segment at http://www.jdpower.com/pr-id/2022132.
The J.D. Power U.S. Telehealth Satisfaction Study, now in its fourth year, measures customer satisfaction with telehealth service experience based on four factors (in order of importance): customer service (42%); consultation (28%); enrollment (19%); and billing and payment (11%). The study is based on responses of 4,306 healthcare customers who used a telehealth service within the past 12 months. It was fielded in June-July 2022.
For more information about the 2022 U.S. Telehealth Satisfaction Study, visit
https://www.jdpower.com/business/resource/us-telehealth-study.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
View source version on businesswire.com:https://www.businesswire.com/news/home/20220929005172/en/
CONTACT: Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224;media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200;john@jroderick.comAbout J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info
KEYWORD: MICHIGAN UNITED STATES NORTH AMERICA
INDUSTRY KEYWORD: MENTAL HEALTH HEALTH TELEMEDICINE/VIRTUAL MEDICINE PRACTICE MANAGEMENT GENERAL HEALTH PHARMACEUTICAL
SOURCE: J.D. Power
Copyright Business Wire 2022.
PUB: 09/29/2022 07:00 AM/DISC: 09/29/2022 07:03 AM
http://www.businesswire.com/news/home/20220929005172/en