This chart appeared in a recent Digital Health Briefing, the subscriber-only daily newsletter from Insider Intelligence.
| | | | | Telehealth users going through direct-to-consumer (D2C) vendors are highly satisfied: On a 1,000-point scale, patients ranked their satisfaction with telehealth at 856, on average, according to a new JD Power survey of 4,302 US consumers. And while there wasn’t much discrepancy among patients’ satisfaction with specific vendors, Amwell came out on top with a score of 885—that’s compared with MDLive, for instance, which earned a score of 843.
Patients have been swarming to telehealth amid the pandemic—and telehealth vendors have responded by diversifying their offerings to win over customers and keep them happy.
We think pricing will be a key barrier to both sustained adoption of telehealth and vendors’ ability to lure in first-time users—which could throw a wrench in their expansion strategies. Large insurers are beginning to retract telehealth coverage policies expanded during the pandemic—which could put off consumers who began using telehealth for its slim price point. Nonusers may not be as enticed to try telehealth in lieu of in-person care if the trade off of reduced spending isn’t there from the get-go. As long as telehealth providers continue to focus on building convenient options into their portfolios, we think they’re in good shape to sustain high patient volumes. |
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