Survey: Consumers prefer telehealth over in-person visits for conventional mental health care

JD Power 2022 US telemedicine satisfaction study published today shows a significant increase in consumer preference for telemedicine over in-person appointments for diverse care .

The study found that 67% of survey respondents forwarded they accessed healthcare services from video in the past year. Before the 2019 pandemic, that number was 37%.

Of those who have used telehealth in the past year, 80% said they prefer to use telehealth to refill prescriptions, 72% to review drug options, 71% to discuss test results, and 57% for regular mental health check-ups.

Additionally, 94% of telehealth users said they “certainly will” or “probably will” use telehealth to receive medical services in the future.

The top reasons for using telehealth are convenience (61%), getting care quickly (49%) and easy access to health information (28%).

“Telehealth and digital technology are changing the way patients seek and receive healthcare,” said Christopher Lis, executive director of global healthcare intelligence at JD Power. “Telehealth has the potential to increase access, convenience, coordination of care and continuum, improve outcomes, and fill gaps in provider coverage, particularly in underserved areas As technology adoption and consumer demand continue to grow, it’s important to continue to assess what’s working well and what areas need improvement, with the aim The goal is to improve equitable access, quality of care, and patient outcomes in addition to on-site care.”


Telemedicine is on the rise during a pandemic and allows patients to see healthcare providers when social distancing is necessary. Now that the pandemic has slowed, telemedicine is still part of the patient experience, especially compared to the pre-pandemic era.

However, some studies have shown some downsides to using telehealth. According to a study published in JMIR in July, telehealth can increase administrative work and medical care based on EHR after hours. Still, many clinicians relay that treating patients in virtual-only or hybrid care settings best suits their lifestyle.

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