J.D. Power to Launch First Telehealth Satisfaction Study

In the US, insights and analytics firm J.D. Power is to publish the results of its 'first ever' Telehealth Satisfaction Study in November.

Telehealth involves the use of digital information and communication technologies - such as computers and mobile devices - to access healthcare services remotely, providing a lower-cost form of medical consultation. J.D. Power's new Telehealth Satisfaction Study will evaluate telehealth providers in three categories: direct-to-consumer, payer-owned and health system-owned; while tracking the customer journey across five factors: awareness and selection; enrollment; consultation; billing and payment; and customer service.

In addition, benchmark performance metrics such as the J.D. Power Customer Satisfaction Index model and the Net Promoter Score will be reported, along with various behavioral metrics in the form of key performance indicators. Advocacy and loyalty measures will be collected, to help determine and forecast adoption rates across the US; and J.D. Power will also evaluate telehealth non-users to measure awareness, potential usage and expectations.

James Beem (pictured), MD of Healthcare Intelligence at J.D. Power, comments: 'We know from our insurance market research this year that half of healthcare insurance consumers are considering telehealth as an alternative to traditional primary care. So we are interested in developing telehealth research in order to understand how consumers experience new technology in healthcare and how it affects their overall satisfaction with different providers.'

Web site: www.jdpower.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.