Telehealth Continues to Score Points for Convenience and Speed, but Overall Experience Varies Widely Between Providers and Across Demographics, J.D. Power Finds

MyTelemedicine and Humana Rank Highest in Respective Segments

Heralded for its potential to break down socioeconomic and geographic barriers to care and celebrated as a lifeline during the pandemic, telehealth has become one of the most closely watched corners of healthcare delivery in the United States. Is it living up to its potential in the eyes of patients? According to the J.D. Power 2024 U.S. Telehealth Satisfaction Study,^SM released today, results have been mixed. With more people than ever using telehealth—and many having great experiences—not all encounters have been perfect. Experiences vary considerably between telehealth providers and concerns remain over the effectiveness of telehealth for different types of care.

“The telehealth marketplace has grown rapidly and although its usage has been normalized in recent years, we’re still in a growth phase where individuals can have vastly different experiences based on the providers they use, their medical conditions and even things like the quality of internet and phone connections where they live,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. “Most consumers agree that telehealth is tough to beat when it comes to convenience and accessing care quickly, but it is not the ideal channel for all healthcare encounters. The wide variation in patient experience is something telehealth providers, insurers and public health officials will want to monitor closely.”

Following are some key findings of the 2024 study:

• Overall satisfaction varies widely: Overall patient satisfaction with direct-to-consumer telehealth providers is 730 (on a 1,000-point scale), which is down one point from 2023. Overall patient satisfaction with payer-provided telehealth offerings is 708, up 18 points from a year ago. This wide variation between the two categories of providers and within individual providers profiled in the study suggests that patients are experiencing significant variability in their perceived quality of care and ease of accessing care.
• Convenience is king, but barriers persist: The top reasons patients cite for using telehealth services are convenience (65%); ability to receive care quickly (46%); and having a condition that is covered by a telehealth visit (30%). The top barriers making the telehealth experience difficult are internet/cellular connectivity difficulties (25%); limited services provided (25%); and data security concerns with personal/medical information (15%). Overall, 65% of telehealth patients experienced at least one barrier during their telehealth visit.
• Biggest gaps in experience: Among specific services in which patients indicate that they would prefer to use telehealth, reviewing medication options and chronic care follow-up are the two areas in which the gap in customer experience is largest. Nearly three-fourths (74%) of those having an easy experience with a medication review said they would use telehealth again, while only 58% who had a difficult experience said they would use it again. When following up on a chronic condition, 44% of patients who had an easy experience said they would use it again, while only 28% of those who had a difficult experience said they would use it again.
• Experience varies across socioeconomic and demographic groups: Overall satisfaction with telehealth providers is highest among patients covered by Medicaid, those living in urban environments and those in Gen Y¹ and Gen Z. Satisfaction is lowest among patients covered by Medicare and private insurance, those living in suburban environments, and those in the Boomer and older generations.

Study Rankings

MyTelemedicine ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 747. Doctor On Demand (743) and Teladoc Health (743) each rank second in a tie.

Humana ranks highest among payers of health plan-provided telehealth services, with a score of 747. Florida Blue (734) ranks second and Blue Cross and Blue Shield of Texas (733) ranks third.

See the rank chart for each segment at http://www.jdpower.com/pr-id/2024109.

The U.S. Telehealth Satisfaction Study, now in its fifth year, measures customer satisfaction with telehealth service experience based on seven factors (in order of importance): level of trust; visit with provider met my needs; people; digital channels; ease of receiving care; scheduling of appointment; and helping to save me time or money. The study is based on responses of 4,070 healthcare customers who used a telehealth service within the past 12 months. It was fielded from September 2023 through July 2024.

For more information about the 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 55 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.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

_____________

¹ J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006).

View source version on businesswire.com: https://www.businesswire.com/news/home/20240926181030/en/