Technology | 12.21.20
What Patients Like — and Dislike — About Telemedicine
Harvard Business Review (12/08/20) Dudley, Jessica
A national Press Ganey survey of 1.3 million patients found that while most appreciate the convenience and, perhaps surprisingly, intimacy of telemedicine visits, there is enormous room for improvement in the processes of virtual health. Across the more than 150 medical practices surveying both in-person and telehealth visits between January and August of this year, such visits peaked at an estimated 37% of all encounters in early May, fell to 22% in early July, then leveled out around 15% by mid-August — still well above the pre-pandemic baseline of less than 1%. Unfortunately, a majority of patients clearly feel that the process of telemedicine (things like ease of scheduling, making audio/video connections, and so forth) falls short. While 89% of patients surveyed would recommend their provider after having had a telemedicine visit, only 76% would recommend a video visit following a telemedicine visit.
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