TROY, Mich.--(BUSINESS WIRE)--Heralded for its potential to break down socioeconomic and geographic barriers to care and celebrated as a lifeline during the pandemic, telehealth has become one of the most closely watched corners of healthcare delivery in the United States. Is it living up to its potential in the eyes of patients? According to the J.D.

密歇根州特洛伊市--（商业新闻短讯）--因其打破社会经济和地理障碍的潜力而备受赞誉，并被誉为大流行期间的生命线，远程医疗已成为美国医疗保健服务中最受关注的角落之一。它在患者眼中是否发挥了其潜力？据J.D。

Power 2024 U.S. Telehealth Satisfaction Study,SM released today, results have been mixed. With more people than ever using telehealth—and many having great experiences—not all encounters have been perfect. Experiences vary considerably between telehealth providers and concerns remain over the effectiveness of telehealth for different types of care..

Power 2024美国远程医疗满意度研究，SM今天发布，结果好坏参半。随着越来越多的人使用远程医疗，并且许多人有很好的体验，并非所有的遭遇都是完美的。远程保健提供者的经验差异很大，人们仍然担心远程保健对不同类型护理的有效性。。

“The telehealth marketplace has grown rapidly and although its usage has been normalized in recent years, we’re still in a growth phase where individuals can have vastly different experiences based on the providers they use, their medical conditions and even things like the quality of internet and phone connections where they live,” said Christopher Lis, managing director of global healthcare intelligence at J.D.

J.D.全球医疗保健情报常务董事克里斯托弗·利斯（ChristopherLis）表示：“远程医疗市场发展迅速，尽管近年来它的使用已经正常化，但我们仍处于增长阶段，个人可以根据他们使用的提供商、他们的医疗条件，甚至他们居住的互联网和电话连接的质量等因素，拥有截然不同的体验。”。

Power. “Most consumers agree that telehealth is tough to beat when it comes to convenience and accessing care quickly, but it is not the ideal channel for all healthcare encounters. The wide variation in patient experience is something telehealth providers, insurers and public health officials will want to monitor closely.”.

电力。“大多数消费者都同意，在方便和快速获得护理方面，远程医疗很难击败，但它并不是所有医疗保健遭遇的理想渠道。患者体验的巨大差异是远程医疗提供者、保险公司和公共卫生官员希望密切关注的。”。

Following are some key findings of the 2024 study:

以下是2024年研究的一些主要发现：

Overall satisfaction varies widely: Overall patient satisfaction with direct-to-consumer telehealth providers is 730 (on a 1,000-point scale), which is down one point from 2023. Overall patient satisfaction with payer-provided telehealth offerings is 708, up 18 points from a year ago. This wide variation between the two categories of providers and within individual providers profiled in the study suggests that patients are experiencing significant variability in their perceived quality of care and ease of accessing care..

总体满意度差异很大：患者对直接面向消费者的远程医疗服务提供商的总体满意度为730（1000分制），比2023年下降了一分。患者对付款人提供的远程医疗服务的总体满意度为708，比一年前提高了18个百分点。研究中描述的两类提供者之间以及个体提供者之间的巨大差异表明，患者在感知护理质量和获得护理的便利性方面存在显着差异。。

Convenience is king, but barriers persist: The top reasons patients cite for using telehealth services are convenience (65%); ability to receive care quickly (46%); and having a condition that is covered by a telehealth visit (30%). The top barriers making the telehealth experience difficult are internet/cellular connectivity difficulties (25%); limited services provided (25%); and data security concerns with personal/medical information (15%).

便利是王道，但障碍依然存在：患者使用远程医疗服务的首要原因是便利（65%）；快速接受护理的能力（46%）；并且患有远程医疗访问所涵盖的疾病（30%）。使远程保健体验变得困难的最大障碍是互联网/手机连接困难（25%）；提供的服务有限（25%）；个人/医疗信息的数据安全问题（15%）。

Overall, 65% of telehealth patients experienced at least one barrier during their telehealth visit..

总体而言，65%的远程保健患者在远程保健就诊期间至少经历了一个障碍。。

Biggest gaps in experience: Among specific services in which patients indicate that they would prefer to use telehealth, reviewing medication options and chronic care follow-up are the two areas in which the gap in customer experience is largest. Nearly three-fourths (74%) of those having an easy experience with a medication review said they would use telehealth again, while only 58% who had a difficult experience said they would use it again.

最大的经验差距：在患者表示他们更愿意使用远程医疗的特定服务中，审查药物选择和慢性病护理随访是客户体验差距最大的两个领域。近四分之三（74%）的药物检查经历简单的人表示他们会再次使用远程医疗，而只有58%的经历困难的人表示他们会再次使用远程医疗。

When following up on a chronic condition, 44% of patients who had an easy experience said they would use it again, while only 28% of those who had a difficult experience said they would use it again..

在对慢性病进行随访时，44%的经历简单的患者表示会再次使用，而只有28%经历困难的患者表示会再次使用。。

Experience varies across socioeconomic and demographic groups: Overall satisfaction with telehealth providers is highest among patients covered by Medicaid, those living in urban environments and those in Gen Y1 and Gen Z. Satisfaction is lowest among patients covered by Medicare and private insurance, those living in suburban environments, and those in the Boomer and older generations..

经验因社会经济和人口群体而异：医疗补助覆盖的患者，生活在城市环境中的患者以及Y1代和Z代患者对远程医疗服务提供者的总体满意度最高。医疗保险和私人保险覆盖的患者，生活在郊区环境中的患者以及婴儿潮一代和老年人的满意度最低。。

Study Rankings

研究排名

MyTelemedicine ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 747. Doctor On Demand (743) and Teladoc Health (743) each rank second in a tie.

MyTelemedicine在直接面向消费者的品牌中，远程医疗满意度最高，得分为747分。按需医生（743）和泰拉多克健康（743）在平局中排名第二。

Humana ranks highest among payers of health plan-provided telehealth services, with a score of 747. Florida Blue (734) ranks second and Blue Cross and Blue Shield of Texas (733) ranks third.

Humana在卫生计划提供的远程保健服务的付款人中排名最高，得分为747分。佛罗里达蓝队（734名）排名第二，德克萨斯蓝十字和蓝盾队（733名）排名第三。

See the rank chart for each segment at http://www.jdpower.com/pr-id/2024109.

请参阅每个细分市场的排名图http://www.jdpower.com/pr-id/2024109.

The U.S. Telehealth Satisfaction Study, now in its fifth year, measures customer satisfaction with telehealth service experience based on seven factors (in order of importance): level of trust; visit with provider met my needs; people; digital channels; ease of receiving care; scheduling of appointment; and helping to save me time or money.

美国远程医疗满意度研究已进入第五个年头，根据七个因素（按重要性顺序）衡量客户对远程医疗服务体验的满意度：信任程度；访问提供商满足了我的需求；人；数字频道；易于接受护理；预约时间安排；帮我节省时间和金钱。

The study is based on responses of 4,070 healthcare customers who used a telehealth service within the past 12 months. It was fielded from September 2023 through July 2024..

该研究基于过去12个月内使用远程医疗服务的4070名医疗保健客户的回复。它于2023年9月至2024年7月部署。。

For more information about the U.S. Telehealth Satisfaction Study, visit https://www.jdpower.com/business/resource/us-telehealth-study.

有关美国远程医疗满意度研究的更多信息，请访问https://www.jdpower.com/business/resource/us-telehealth-study.

About J.D. Power

关于J.D.Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years.

J、 D.Power是消费者洞察、咨询服务、数据和分析领域的全球领导者。J.D.Power是使用大数据、人工智能（AI）和算法建模能力来理解消费者行为的先驱，55多年来一直在为客户与品牌和产品的互动提供敏锐的行业智能。

The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies..

世界主要行业的领先企业依靠J.D.Power来指导其面向客户的战略。。

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

J、 D.Power在北美、欧洲和亚太地区设有办事处。要了解有关该公司业务的更多信息，请访问JDPower.com/business。J.D.Power自动购物工具可以在JDPower.com上找到。

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

关于J.D.Power和广告/促销规则：www.jdpower.com/business/About-us/press-release-info

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1 J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006).

1 J.D.Power将世代群体定义为婴儿潮前出生（1946年之前出生）；婴儿潮一代（1946-1964）；X世代（1965-1976）；Y世代（1977-1994）；和Z世代（1995-2006）。