Telehealth technical challenges frustrate many patients
The JD Power 2021 U.S. Telehealth Satisfaction Survey shows that telehealth usage by those surveyed increased 36% in the last year, but challenges still remain.
The pandemic drove many patients and physicians to adopt telehealth as a safe and convenient way to access care at a time when many physical offices were closed and patients were afraid to travel. But according to the survey, customer service declined along with the uptick in usage, with service limitations, difficulty accessing care, and inconsistent care listed as some of the challenges the telehealth industry needs to improve on.
Which services ranked highest
JD Power ranked the top telehealth providers in both direct-to-consumer and health-plan provided categories.
In direct-to-consumer brands, Teledoc ranked highest in satisfaction with a score of 874. MDLIVE took second with 868 and MyTelemedicine was third with 859.
In the health plan-provide category, United Healthcare was tops with a score of 868, while Humana and Kaiser Foundation Health Plan both tied for second with 865.
The survey measures customer satisfaction with their 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 4,676 health care customers who used a telehealth service within the past 12 months. It was fielded in June-July 2021.