Telehealth Secrets 2019: Why Patients Don't Want Telehealth - Gregory Truex, JD Powers

2. • On November 5th J.D. Power will be publishing the first ever Telehealth Satisfaction Study, ranking Health
Consumer satisfaction and presenting J.D. Power awards to those brands that rank highest in their segment
Direct-to-Consumer Payer-Provided Health Systems (unranked segment)
American Well Aetna Adventist Health MultiCare
Doctor On Demand Anthem Ascension Novant Health
MDLive Blue Cross/Blue Shield Atrium Health Ochsner Health System
MeMD Cigna
Catholic Health Initiatives (now
Common Spirit Health)
Providence Health & Services
TelaDoc Humana
Dignity Health
(now Common Spirit Health)
Spectrum Health
United Healthcare
Intermountain Healthcare Sutter Health
Kaiser Permanente
Memorial Healthcare Trinity Health
Memorial Hermann
U.S. Department of Veterans
Affairs (unranked)
Mercy Health

3. • J.D. Power reached out to hundreds-of-thousands of health consumers to determine
if they have used Telehealth in the last 12-months and we collected approximately
8,570 responses.
• But…in designing the study, I thought, “Why don’t I also ask those health consumers
that have never used Telehealth, ‘Why?’ and ‘What are the characteristics that would
increase your likelihood to use/try Telehealth in the future?’”
• The following findings will be published, with significantly more detail, on November
5th with the Telehealth Satisfaction Study. Non-user n=3,246

4. Only 9.6% of Health Consumers have used Telehealth in the past 12 months
33%
29%
37%
Yes No Don't Know
10%
9%
11% 12%
9%
13%
11% 12%
6%
11%
5%
Yes
Telehealth or Virtual Health
Option Available to You? Have Used Telehealth in Past 12
Months
Source: J.D. Power 2019 U.S. Telehealth Satisfaction StudySM

5. Conversion Rate
Use to Re-use
87%
747
838
744 747 744
789
710
797
713 698 712
731
OSAT Among Telehealth Users OSAT Among Telehealth Non-Users
Telehealth Engagement Funnel Overall Satisfaction with Health Plan (OSAT)
Source: 2019 J.D. Power Commercial Member Health Plan (MHP) StudySM

6. 33%
29%
37%
Yes No Don't Know
30%
41%
39%
34%
25%
12%
25%
33%
46%
41%
Yes
Awareness of Health Plan’s Telehealth Services Among Non-Users
Telehealth or Virtual Health Option
Available to You?
Aware of Telehealth as a Service
Source: J.D. Power 2019 U.S. Telehealth Satisfaction StudySM

7. 11%
13%
14%
16%
17%
31%
31%
Concerned about quality of
care
When I needed care, telehealth
did not come to mind
Don't have access to telehealth
services
Wanted my care tied to my
current doctor or provider
Needed labs (e.g., blood work,
etc.) and/or another physical…
Unaware telehealth was an
option
Want to see someone in person
43% among
Gen Z
1%
2%
5%
6%
6%
7%
11%
Other
Bad prior experience with
telehealth service
Service was not available when I
needed it
Cost of telehealth service
Too complicated to use
Security concerns about sharing
information electronically
Don't understand the process
Yes
Telehealth Usage Barriers Among Total Non-Users
34% among
Pre-Boomers
Source: J.D. Power 2019 U.S. Telehealth Satisfaction StudySM

8. 2%
4%
5%
4%
5%
5%
8%
10%
14%
15%
28%
19%
28%
28%
28%
31%
31%
34%
37%
37%
45%
50%
Access to visit summary of your electronic medical records
The provider has access to my medical history prior to my visit
Ability to choose a provider
No cost if the service cannot be fulfilled
Ensured my information is secure
Good patient reviews
Highly rated doctors
I trust the provider
Your medical needs/conditions can be serviced by telehealth visits
Low cost
Insurance covers the telehealth visit
All Reasons Most Impactful Reason
Reasons for Increasing Telehealth Usage Likelihood Among Total Non-Users
Source: J.D. Power 2019 U.S. Telehealth Satisfaction StudySM

9. 6%
7%
8%
15%
22%
21%
51%
39%
46%
29%
33%
25%
Non-Users
Offered Demo
Non-Users with
Cost Barrier
Total Non-Users
Definitely will not Probably will not Probably will Definitely will
Non-users with
cost barrier are
more likely to try
Telehealth if co-
pay is lower than
doctor visit co-pay
(+8 percentage
points “definitely
will try” vs. total
non-users)
Non-users offered demo are more
likely to try Telehealth (+9 percentage
points “probably/definitely will try”
vs. total non-users)
Telehealth Trial Likelihood if Co-Pay Lower than Doctor Visit Co-Pay
Source: J.D. Power 2019 U.S. Telehealth Satisfaction StudySM

10. • What would the savings be for a Health System or Insurance group saw a 10%, 20%, 30% reduction in
Urgent Care and Emergency Room visits?
• Only 8% of Non-Users indicated they are just not interested and will never use Telehealth under any
circumstance
• 72% would try the service if their cost was less than a doctors office visit
• 80% would try the service if they received a demonstration of how the service works
• Adoption marketing messages need to include Lower Cost or Cost Effective language, as well as the
option to view a demonstration of how to use the service.
• Telehealth users are more satisfied with their Health Plan than Non-Users
• 87% of users Definitely Will use the service again