Despite Preferences for In-Person Care, Patients Are Open to Telehealth

June 22, 2023 - An EY Global Consumer Health Survey of 2023 provided insight into the overarching preference that patients have for in-person care but also noted relatively high levels of willingness to use virtual primary care and telehealth for certain consultations.

The survey polled 6,021 people aged 18 and over across the United States, Canada, Australia, Germany, England, and Ireland, between Jan. 12 and March 10. The US survey included responses from 1,000 healthcare consumers.

Despite the growing applications of telehealth, it can sometimes fail to win over the trust and acceptance of certain patients.

Among the US survey population, 80 percent indicated that in-person care is preferable to telehealth for showing physical issues. Further, 72 percent preferred in-person care because they believed it was better than telehealth for creating personal connections, 67 percent for overall care quality, and 64 percent for resolving issues.

However, patients indicated openness to using virtual tools to participate in primary care. According to the survey, only 10 percent said they would not consider switching to virtual primary care.

On the other hand, 45 percent indicated that they would or definitely would consider participating in virtual primary care, while 32 percent said they would potentially consider it.

Convenience, assistance with issues of lower urgency, and ease of paperwork completion were the main reasons patients were open to participating in telehealth. More specifically, 59 percent of consumers were open to using virtual primary care services for prescription renewal, 58 percent to review test results, 54 percent to save time, and 54 percent for a minor medical matter.

Many healthcare consumers are also prepared to use technology-based care to personalize their experiences.

To enhance their healthcare, 66 percent of respondents are open to taking a genetic test. Meanwhile, 66 percent felt similarly about receiving non-urgent care at a mini-clinic in a department store or supermarket, 64 percent were open to taking personalized medications, and 61 percent were willing to use wearables and sensors to collect health data shared with their clinician.

Survey responses also showed that patients are aware of and prepared for the growth of technology in healthcare. When asked about artificial intelligence and virtual presence, 54 percent and 51 percent agreed that these would emerge further in the healthcare industry in the next ten years. Between 61 percent and 68 percent of respondents agreed that digital technologies, hospital-at-home, and precision medicine will also grow.

However, healthcare professionals must be aware of patient perceptions surrounding data sharing. Among consumers, only 24 percent expressed willingness to share financial information with healthcare providers. Contrarily, 74 percent were open to sharing biometric data.

As researchers continue to gather data surrounding patient perceptions of telehealth, important themes are emerging.

Recent research from the Regenstrief Institute and the US Department of Veterans Affairs describes how telehealth perceptions vary among Black Veterans with chronic pain.

Researchers gained insight through a qualitative interview process. Through these interviews, they found that telehealth patient experience was inconsistent, with most participants reporting negative experiences with telehealth. This was often due to care disruptions, changes in access, and poor assessments of complaints.

However, the interviews also highlighted positive experiences. For the most part, these are related to improved access.