LiveHealth Online is the highest ranked direct-to-consumer telehealth provider, while Humana is the highest ranked health plan for telehealth services, a new report found.
The J.D. Power U.S. Telehealth Satisfaction Study, released Thursday, ranked companies on four factors: customer service, consultation, enrollment and billing and payment. The survey received responses in June and July from 4,306 healthcare customers who used telehealth in the previous 12 months.
LiveHealth Online received a score of 869 points out of 1,000 for overall customer satisfaction, followed by Doctor on Demand with 864 points and eVisit with 862 points. Walgreens had the lowest score with 822 points, ranking eighth.
For the health plan ranking, Humana scored 862 points out of 1,000. It was followed by Aetna with 855 points and Cigna with 849 points. Kaiser Foundation Health Plan was last out of six with 835 points.
The main reasons for patient satisfaction with telehealth was having adequate facetime, the report said. Those who were ranked high spent enough time providing quality care, explained health concepts clearly and completely resolved medical issues on the first visit.
Other key findings from the study include:
- Telehealth usage has remained high, with 67% of respondents saying they used telehealth services in the past year, compared to 37% in 2019 before the pandemic. Almost all, or 94%, of the respondents who used telehealth said they “definitely will” or “probably will” use telehealth again in the future.
- Many respondents actually preferred using telehealth for routine care instead of receiving the services in-person. Of those who used telehealth in the last year, 80% said they prefer telehealth for prescription refills; 72% said they prefer it for reviewing medication options; 71% said they prefer it for discussing test results and 57% said they prefer it for mental health visits.
- When it comes to why people like using telehealth services, 61% said convenience, 49% cited the ability to receive care quickly and 28% said they’re able to access health information easily.
With telehealth still a relatively new concept, the report shows providers and payers what patients prefer when it comes to virtual care.
“Telehealth and digital technologies are transforming how patients seek and receive healthcare,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power, in a news release. “Telehealth has the potential to increase access, convenience, care coordination and continuity, improve outcomes, and fill in gaps in provider coverage, particularly in underserved areas. 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.”
Photo: Alisa Zahoruiko, Getty Images