The J.D. Power 2024 U.S. Telehealth Satisfaction Study shows a slight decrease in patient satisfaction with direct-to-consumer telehealth providers but a substantial increase in satisfaction with payer-provided telehealth offerings. The study found that convenience was the top reason for using telehealth, with medication review and chronic care follow-up being preferred services. Forty-four percent of telehealth patients with chronic conditions who had an easy experience said they would use the service again, compared to 28% of those with a negative experience. Patients covered by Medicaid, Gen Y and Gen Z individuals, and urban residents reported the highest overall satisfaction with virtual care providers. Telehealth use surged during the pandemic and remains a part of patients’ experiences, with varying use among providers.
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Study: Consumer satisfaction varies with telehealth offerings
