From 2014 to 2018, telehealth usage grew by over 600 per cent. Yet these services still only accounted for 0.1 per cent of all medical claims. While patient trust and adoption of telehealth has been steadily growing, it’s worth noting this trend isn’t evenly distributed across health consumers. Research shows 31-40-year-olds account for 21 percent of all telehealth claims, and women account for 65 percent.
While overall adoption of telehealth has been relatively low (less than 10 percent of patients have used these services), satisfaction is high. The average satisfaction score for telehealth services is 851 (on a 1,000-point scale) and is 900 or higher among 46 percent of telehealth users. These satisfaction scores are among the highest of all healthcare, insurance and financial services industry studies conducted by J D Power.
These high customer satisfaction levels, coupled with the growing numbers of health consumers who have used telehealth services, bodes well for growth after the current pandemic, and presents an opportunity for payers and providers alike.