This fall, J.D. Power released its first ever study focused on telehealth – the 2019 J.D. Power Telehealth Satisfaction Study.
To date, three of the top five organizations recognized in the study (Teladoc, Doctor on Demand, and Amwell) have received CHQI Telemedicine Accreditation. This is an important point to note as it illustrates a significant correlation between a focus on quality and the resulting patient satisfaction level.
We are proud that these organizations have not only demonstrated via CHQI Telemedicine Accreditation their commitment to safe, quality and competent healthcare, but that by doing so, they have also achieved the telemedicine industry’s highest patient satisfaction, as measured by J.D. Power.
“We are looking at telehealth services similar to mobile banking and its early adoption rates,” said Greg Truex, Managing Director, Health Intelligence at J.D. Power in a press release. “Early attempts at trying to convince consumers to bank via their phone failed, and initiatives were abruptly canceled. Now, with mobile banking apps having grown to become the third-most-used application among consumers, we expect telehealth to follow a similar path. Telehealth offers an alternative avenue to receive quality care that is cost efficient and accessible. Once providers and payers refine the formula for awareness and adoption, telehealth will change the landscape of how affordable and quality care is delivered.”
J.D. Power’s inaugural Telehealth Satisfaction Study measured health consumer satisfaction with their telehealth service experience based on four factors (in order of importance): customer service (45%); consultation (28%); enrollment (19%); and billing and payment (9%). The study is based on responses of 8,296 health consumers who used a telehealth service within the past 12 months. It was fielded in August-September 2019.
For more information about the 2019 J.D. Power Telehealth Satisfaction Study, visit https://www.jdpower.com/business/resource/us-telehealth-study.
For more information about CHQI’s Telemedicine Accreditation Program, visit https://www.chqi.com/programs-and-services/telemedicine/.