Intent Lab: Digital Satisfaction Index Spotlight: Telehealth’s Impact on Healthcare Services

In the pandemic, the abrupt shift to digitalizing everything has increased consumer satisfaction with digital platforms, according to a new study by The Intent Lab, a research partnership between Performics and Northwestern University Medill School of Journalism, Media, Integrated Marketing Communications.

    • Insights from the Intent Lab study include:
      • Most consumers are using telehealth to access general practitioners (69%) and prescription refills (31%) vs. specialists like mental health professionals (20%), pediatricians (14%), eye exams (14%), urgent care (14%), dermatology (11%) and nutrition counseling (11%)
      • 70% plan to use telehealth for general practitioner care in the next year, while 69% plan to use it for prescription refills, 51% for mental health counseling, 50% for urgent care, 48% for nutrition counseling, 42% for dermatology, 38% for pediatricians and 37% for eye exams
      • Consumers access telehealth services over video chat (68%) or phone (58%)
      • Zoom is the most common tool, used by 42% of respondents, followed by Teladoc (12%), Zocdoc (7%) and Microsoft Teams (4%)

Not all telehealth providers are the same in terms of trust. 37% of respondents trust independent private practitioners, as compared to hospitals (28% trust), pharmacies (24%) and retail stores (12%).

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