The data: Despite the surge in telehealth adoption during the pandemic, there are still major pain points contributing to lower satisfaction with the tech, per J.D. Power’s 2021 Telehealth Satisfaction Study.
Digging into the data: It isn’t surprising that consumer satisfaction with telehealth dropped. Adoption of the tech increased dramatically since J.D. Power’s last survey, so more patients are accustomed with the tech—and its challenges.
The bigger picture: Telehealth companies are realizing consumers don’t want to tap different telehealth platforms for different types of care—they strongly value the convenience of one-stop-shops.
We’ve seen direct-to-consumer (D2C) vendors react to the limitations of telehealth by entrenching themselves into every corner of healthcare, not just urgent or primary care:
The opportunity: Telehealth vendors can set themselves apart from the pack even more by adding an internal provider search and review tools, similar to Zocdoc or Yelp.
Even telehealth vendors like Teladoc with higher-than-average consumer satisfaction scores in J.D. Power's ranking don't let patients sift through available providers based on factors like consumer ratings or provider specialty.