Generational Gaps Emerge in Telehealth Satisfaction

The J.D. Power 2023 U.S. Telehealth Satisfaction Study reveals a generational gap in telehealth satisfaction. While telehealth has become a convenient outlet for routine follow-ups, minor illness treatment, and mental health services, younger patients, especially Gen Y and Gen Z, report significantly higher satisfaction (714) compared to boomers and pre-boomers (671). The satisfaction gap is most pronounced in digital channels and appointment scheduling, indicating challenges for older users in adapting to telehealth's digital interfaces. Convenience and quick access are the primary reasons patients choose telehealth. To improve satisfaction, providers should focus on enhancing technology accessibility and ease of use.

Medigy Insights

A generational divide is evident in telehealth satisfaction, with younger generations, including Gen Y and Gen Z, reporting higher satisfaction levels compared to baby boomers and pre-boomers, according to the J.D. Power 2023 U.S. Telehealth Satisfaction Study. Older Americans encounter barriers such as difficulty with digital interfaces, access, and ease of use. Overall telehealth satisfaction scores 698 out of 1,000, with satisfaction being highest for mobile apps. Improvements in digital channels and accessibility are needed to enhance satisfaction. CVS ranks highest in direct-to-consumer brand telehealth satisfaction, while United Healthcare leads among health plan-provided telehealth services.

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