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2021
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Telehealth Performance 2022
What Is the State of Telehealth Post-Pandemic?
Author
Schafer Jackson
Author
Dan Czech
Author
Ciera Walker
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.
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Key Findings
- Caregility & Doximity Facilitate Quality User Experience in Inpatient & Outpatient Settings,Respectively; Satisfaction Varies among Amwell Customers
- Caregility, Teladoc Health & SOC Telemed Customers See Clinical Results; Video Conferencing Users Often Report Increased Patient Access & Fewer Missed Appointments
- Despite High Satisfaction, Some Doximity Customers Looking to Other Solutions Long Term
- Customers of Microsoft Teams (Limited Data) & Zoom Satisfied with Ability to Support Multiparty Calls
Writer
Sarah Hanson
Designer
Jessica Bonnett
Project Manager
Andrew Wright
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. © 2024 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.