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Telehealth Performance 2020

Telehealth Performance 2020
Rapid Telehealth Uptake is a COVID Silver Lining

January 7, 2021 | Read Time: 13  minutes

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COVID-19 revealed telehealth to be a sleeping giant, with visit volumes (previously at or below 1% for a majority of healthcare organizations) skyrocketing overnight. Some telehealth technology vendors have risen to meet the challenges of this rapid, exponential adoption, and others have struggled to deliver. This report seeks to provide insights into how well telehealth vendors have scaled their technology and supported customers during the pandemic, which deliver the best patient experience, and which are seen by customers as viable go-forward options.

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Key Findings:

  1. Virtual Care Platforms (Non-EMR)
    • Amwell Has Struggled to Scale amid Multi-Year Growth; Teladoc Health (InTouch) Continues to Meet Needs after Early COVID Missteps
    • High Satisfaction Prevails for Most Focused Solutions; MDLIVE and Teladoc Met Demand after Early COVID Struggles
  2. Video Conferencing Platforms
    • Relationship Challenges Cloud Positive Technology Experiences and Create Vulnerability for Doxy.me, Zoom
    • Microsoft Teams Stands Out among Technology-Focused Vendors; Vidyo’s Healthcare Presence on Shaky Ground
  3. EMR-Centric Virtual Care Platforms
    • Patient Experience Inconsistent for Epic Customers; NextGen Healthcare Minimizes Disruption
  4. Overall Market Trends & Insights
    • Unprecedented Adoption Rate Moves Industry from Telehealth 1.0 to Telehealth 2.0
    • Telehealth 3.0 Approaches: Post-Pandemic Vendor Consolidation and Replacement Forthcoming
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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2021 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.