Consumer knowledge gaps

Consumers intend to use telehealth, but there are common knowledge gaps that need to be addressed first. Questions about out-of-pocket costs and the quality of the physicians that will provide their care are both top of mind for prospective users of telehealth services.

The chart below shows the most critical types of information members need to inform their telehealth decisions, according to our surveys.

For both age groups, insurance coverage is the primary knowledge gap. Now that many plans have reduced or waived copays for certain telehealth visits, it’s even more important to clearly communicate these updates to members.

Other common questions need to be resolved as well, including accessibility, provider quality, conditions treated, and prescription availability. Members want a quality telehealth service that’s affordable, available 24/7, high-quality, and functional.

Download Full Research White Paper 

Download The Full Research White Paper

Accelerate Your Telehealth Strategy During COVID-19 With New Findings From MDLIVE Institute Consumer Studies

Recently, MDLIVE Institute conducted market research surveys in two waves:

  • Wave 1: Conducted in December of 2019
  • Wave 2: Conducted in May of 2020
According to MDLIVE Institute research, more than two-thirds of people intend to use telehealth services. The telehealth landscape is changing: awareness and utilization are on the rise and people need telehealth services now more than ever. Still, 70 percent of patients don’t feel confident in choosing a telehealth service. Their top concerns are with potential efficacy and associated costs.

That’s why now is the perfect time to accelerate your telehealth strategy.

In this white paper, we’ll take a look at the most significant results garnered from our market research. Analyzing both the optimistic trends in the telehealth industry and the challenges we have yet to overcome, we’ll look at the forward trajectory of the telehealth marketplace. We’ll see what opportunities exist here and now for those who embrace telehealth services, with the goal of improving member satisfaction and bringing down the total cost of care.

Key insights include:

  • Comparative analysis of Wave 1 and Wave 2 respondents
  • Barriers to consumer adoption of telehealth
  • Motivators of consumer adoption of telehealth
  • Ideas for expanding your telehealth offering
  • Projections for the future of telehealth adoption 
Now is the time to accelerate your telehealth offering. Download your free white paper today.






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