Nearly three-fourths of Americans said they either don’t have access or are unaware of telehealth options, according to a survey from marketing services company J.D. Power, which examined telehealth user experience, hurdles to adoption and real-world patient concerns.
The initial pulse survey, which is a supplement to the full 2019 J.D. Power Telehealth Satisfaction Study that will be published this fall, found that lack of access and awareness for telehealth options is the primary hurdle to adoption. Overall, 10 percent of respondents said they have used telehealth services.
Other key findings from the pulse survey include:
- Telehealth usage is more likely among young, female patients. Patients aged 18 to 24 have used telehealth more than any other age group (13 percent), with seniors (65+) maintaining the lowest utilization rate of any age group (5 percent). However, adults ages 35 to 44 show the second-highest level of engagement with telehealth, with 12 percent reporting they have utilized telehealth services within the past year.
- Low levels of awareness and access are hindering adoption. Overall, 40 percent of consumers said their health system or insurance provider does not offer telehealth services, while another 35 percent said they are unaware if any service is offered.
- Awareness is lowest in rural areas. This lack of awareness is pronounced in rural areas (72 percent) where telehealth is supposed to increase access. Only 9 percent of rural residents have adopted the service, compared with 12 percent of suburban and 11 percent of urban residents.
- Quality of care is a concern. Nearly half (49 percent) of respondents believe the quality of care received in a telehealth session is lower than that of a doctor’s office visit, while only 6 percent perceive the quality to be higher, and 45 percent believe it to be the same. Another 43 percent also contend that a telehealth session to be less personal than an office visit.
“Telehealth technology is maturing, but the relatively low levels of engagement we’re seeing implies that major initiatives in both patient education and consumer experience are the next steps in making Telehealth a staple for healthcare delivery in the United States,” Greg Truex, managing director of health intelligence at J.D. Power said in a statement. “For patients that stand to gain the most from healthcare, telehealth needs be promoted as a way to reduce costs to both the healthcare system and consumers, all while maintaining a high level of care.”
The 2019 J.D. Power Telehealth Satisfaction Study will be published this November. The study will measure patient satisfaction with telehealth providers in three categories—direct-to-consumer, payer-owned and health system-owned—and track the customer journey across five factors: awareness and selection; enrollment; consultation; billing and payment; and customer service, according to officials.
