Survey: Virtual Visits Increase Health Plan Member Satisfaction

More than one-third of privately insured health plan members in the U.S. accessed telehealth services in 2020, up from just 9% a year ago. The increased use of telemedicine and other digital tools and services is correlated with a jump in overall member satisfaction, a study from J.D. Power shows.

The numbers, contained in the J.D. Power 2021 U.S. Commercial Member Health Plan Study, can’t prove the increase in telehealth, a shift caused by the pandemic, has a causal relationship to improved member satisfaction. But James Beem, managing director for global healthcare intelligence at the data analytics firm, says the study shows “that health plans are becoming more customer-driven and that they came through for member responses” during the COVID-19 pandemic.

“We are only stating that digital contact and telehealth adoption increased since last year,” Beem tells AIS Health, a division of MMIT. “However, greater engagement among health plan members generally ties to an increase in satisfaction. Digital channels — website, app, text — are less utilized than phone, but associated with higher satisfaction regardless of” member age.

0 Comments
© 2022 MMIT
Freelance Reporter

Freelance Reporter Freelance Reporter

Related Posts

person-holding-a-pencil
September 30

Medicaid Plans Aren’t Properly Reporting MLR Data, OIG Finds

READ MORE
stethoscope-bill-and-pills
September 30

How Would Adjusting the Marketplace Coverage Benchmark to a Gold Plan Affect Affordability?

READ MORE
department-of-justice-building
September 30

Loss in UnitedHealth/Change Trial May Not Lower DOJ’s Deal-Blocking Appetite

READ MORE

GAIN THERAPEUTIC AREA-SPECIFIC INTEL TO DRIVE ACCESS FOR YOUR BRAND

Sign up for publications to get unmatched business intelligence delivered to your inbox.

subscribe today