LiveHealth On-line is the very best ranked direct-to-consumer telehealth supplier, whereas Humana is the very best ranked well being plan for telehealth providers, a brand new report discovered.
The J.D. Energy U.S. Telehealth Satisfaction Research, launched Thursday, ranked firms on 4 elements: customer support, session, enrollment and billing and fee. The survey acquired responses in June and July from 4,306 healthcare prospects who used telehealth within the earlier 12 months.
LiveHealth On-line acquired a rating of 869 factors out of 1,000 for general buyer satisfaction, adopted by Physician on Demand with 864 factors and eVisit with 862 factors. Walgreens had the bottom rating with 822 factors, rating eighth.
For the well being plan rating, Humana scored 862 factors out of 1,000. It was adopted by Aetna with 855 factors and Cigna with 849 factors. Kaiser Basis Well being Plan was final out of six with 835 factors.
The principle causes for affected person satisfaction with telehealth was having satisfactory facetime, the report mentioned. Those that had been ranked excessive spent sufficient time offering high quality care, defined well being ideas clearly and utterly resolved medical points on the primary go to.
Different key findings from the examine embody:
- Telehealth utilization has remained excessive, with 67% of respondents saying they used telehealth providers previously 12 months, in comparison with 37% in 2019 earlier than the pandemic. Nearly all, or 94%, of the respondents who used telehealth mentioned they “positively will” or “most likely will” use telehealth once more sooner or later.
- Many respondents really most popular utilizing telehealth for routine care as a substitute of receiving the providers in-person. Of those that used telehealth within the final 12 months, 80% mentioned they like telehealth for prescription refills; 72% mentioned they like it for reviewing medicine choices; 71% mentioned they like it for discussing check outcomes and 57% mentioned they like it for psychological well being visits.
- In terms of why folks like utilizing telehealth providers, 61% mentioned comfort, 49% cited the power to obtain care shortly and 28% mentioned they’re in a position to entry well being data simply.
With telehealth nonetheless a comparatively new idea, the report reveals suppliers and payers what sufferers want with regards to digital care.
“Telehealth and digital applied sciences are reworking how sufferers search and obtain healthcare,” mentioned Christopher Lis, managing director of worldwide healthcare intelligence at J.D. Energy, in a information launch. “Telehealth has the potential to extend entry, comfort, care coordination and continuity, enhance outcomes, and fill in gaps in supplier protection, notably in underserved areas. As expertise adoption and client demand proceed to extend, it is going to be essential to maintain evaluating what’s working properly and which areas want enchancment, with the goal being to enhance equitable entry, high quality of care and affected person outcomes that complement in-person care.”
Photograph: Alisa Zahoruiko, Getty Pictures