Telehealth patients flocking to virtual appointments for some routine care
Ninety-four percent of telehealth users say they would use the technology to receive medical services in the future.
Photo: Geber86/Getty Images
The routine physician's office visit is experiencing disruption at the hands of virtual care technology. According to the newly released J.D. Power 2022 U.S. Telehealth Satisfaction Study, 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.
And almost all – 94% – of telehealth users say they would use the technology to receive medical services in the future.
There's little surprise in the findings given the widespread acceptance of telehealth's potential to increase access, convenience and care coordination, especially in underserved areas, the report found.
"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," said Christopher Lis, managing director of Global Healthcare Intelligence at J.D. Power.
WHAT'S THE IMPACT
Telehealth adoption continues to surge, findings showed. Overall, 67% of survey respondents have accessed video telehealth services during the past year, up from a pre-pandemic level of 37% in 2019.
Ninety-four percent of patients and their families who received medical services through a telehealth provider in the past 12 months say they "definitely will" or "probably will" use telehealth to receive medical services in the future – a testament to the technology's enduring popularity.
It's quickly becoming the preferred channel for routine care. Among patients using telehealth in the past year, 80% say they prefer it for prescription refills, 72% say they prefer it for reviewing medication options, and 71% say they prefer it for discussing test results. Another 57% of patients say they prefer telehealth for regular mental health visits.
The top reasons for telehealth utilization are convenience (61%), ability to receive care quickly (49%) and ease of access to health information (28%), the poll found.
The key drivers of patient satisfaction with telehealth providers are spending enough time to provide quality care, and explaining things clearly and completely resolving medical concerns on the first visit.
The survey is based on responses of 4,306 healthcare customers who used a telehealth service within the past 12 months. It was fielded in June and July of this year.
THE LARGER TREND
The U.S. House of Representatives passed a bill in July that extends telehealth flexibilities under Medicare that were initially authorized during the public health emergency of COVID-19. The American Medical Association applauded the House's passage of the bill, which keeps telehealth flexibilities through 2024.
The bill would allow federally qualified health centers and rural health clinics to serve as the distant site, that is, the location of the healthcare practitioner; it would allow beneficiaries to receive telehealth services at any site, regardless of type or location; it would allow any type of practitioner to furnish telehealth services, subject to approval by the Centers for Medicare and Medicaid Services; and it would continue coverage for audio-only evaluation and management and behavioral health services.
Satisfaction among providers is more mixed, with UnitedHealth Group research from March showing a majority (69%) considering telehealth to be convenient, but another 28% describing virtual care as frustrating.
While those might seem like contradictory descriptors, providers shed some clarity on their thinking, with 58% saying they were frustrated with the quality of care they can provide through virtual platforms, and 55% saying they have to manage patient expectations for virtual visits. Half the respondents were vexed with the technical details that come with navigating telehealth.
Twitter: @JELagasse
Email the writer: jeff.lagasse@himssmedia.com
