The news: Most healthcare consumers were satisfied with telemedicine this year, but overall satisfaction levels dropped relative to 2020:
How we got here: Rock Health claims one reason for the drop in consumer satisfaction is that people began to view telemedicine as an alternative to in-person care in 2021, rather than a necessary replacement for emergencies.
For example, less consumers used telehealth for urgent care visits this year compared with last, likely since they felt safer to visit their doctor’s office post-vaccine:
Digging deeper into the data: Surprisingly, most consumers preferred to visit their therapist's office rather than meeting virtually despite telemental health adoption skyrocketing this year.
For context, telehealth claim lines for primary care and urgent care fluctuated this year:
Despite the uptick in telemental health use, adoption didn’t hold a candle to in-person therapy visits:
What does this data mean for telehealth vendors? Now more than ever telehealth entrants should be looking to incorporate in-person mental health visits with virtual care to boost consumer engagement.
Large telehealth players like Walmart and CVS are already appealing to clients’ wish for both virtual and in-person mental healthcare. Telehealth-only vendors like Teladoc will likely hop onto the hybrid care trend soon to keep up with the consumer demand for in-person care.
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