Generational gaps emerge in telehealth satisfaction
Older Americans are facing some barriers to adoption, including struggles with digital channels, access and ease of use.
Photo: Kilito Chan/Getty Images
Telehealth has undergone a transition from pandemic-era lifeline to convenient outlet for routine follow-ups, treatment of minor illnesses and mental health service. But along the way, a stark generation gap has emerged between millennials and baby boomers, with younger patients driving the highest overall satisfaction scores and older patients experiencing significantly lower levels of satisfaction.
That's according to the J.D. Power 2023 U.S. Telehealth Satisfaction Study, which uncovered a clear trend toward telehealth adoption for things like routine care and ongoing mental health visits, with satisfaction generally higher for mobile apps.
At the same time, some populations – older Americans in particular – are facing some barriers to adoption, including struggles with digital channels, access and ease of use.
WHAT'S THE IMPACT?
Overall patient satisfaction with telehealth is 698 on a 1,000-point scale. Satisfaction scores are significantly higher (714) among members of Gen Y and Gen Z, and significantly lower (671) among boomers and pre-boomers.
The satisfaction gap is widest in digital channels and appointment scheduling, suggesting that older telehealth users are having problems using telehealth providers' digital interfaces.
Trust is also an issue: Overall satisfaction with the telehealth experience is highest in the areas of people (doctor, physician's assistant, nurse, nurse practitioner, etc.) and whether the visit meets people's needs, but significantly lower when it comes to overall level of trust.
The primary reasons patients give for selecting telehealth over an in-person visit are convenience (28%) and ability to receive care quickly (17%).
Meanwhile, the survey found that providers need to make the technology easier and more accessible. With the bulk of telehealth patients selecting telehealth services due to a combination of convenience, accessibility and saving time, it's critical that providers make it easy for users to access care: Overall telehealth satisfaction is 172 points higher when patients say digital channels are "very easy" to use than when they say they are "not very easy" to use.
CVS ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 744. MDLIVE (741) ranks second and Amwell (739) ranks third.
United Healthcare ranks highest among payers of health plan-provided telehealth services, with a score of 702. Kaiser Foundation Health Plan (701) ranks second and Humana (695) ranks third.
The study is based on responses of 5,424 healthcare customers who used a telehealth service within the past 12 months. It was fielded in June-July of this year.
THE LARGER TREND
In October 2022, after three months of relative stability, national telehealth utilization declined 3.7%. Looking at one specific metric, telehealth went from 5.4% of medical claim lines in September, to 5.2% in October, according to FAIR Health's Monthly Telehealth Regional Tracker.
The decline in telehealth utilization was larger than the national average in the South (6.8%), Midwest (4.9%) and West (4.1 %), while there was an increase in utilization of 1.7% in the Northeast.
The data represents the privately insured population, including Medicare Advantage and excluding fee-for-service Medicare and Medicaid.
Twitter: @JELagasse
Email the writer: Jeff.Lagasse@himssmedia.com
