Telehealth Engagement Lags Behind Health IT Infrastructure Potential

The health IT infrastructure that enables telehealth is maturing, but patient engagement remains low, according to a recent survey by J.D. Power.Only 10 percent of healthcare consumers having used telehealth services, the survey found.At the same time, among those early adopters who are using telehealth, customer satisfaction with the experience ranks among the highest of any consumer category examined by J.D. Power. The customer satisfaction score for telehealth services is 851 on a 1,000-point scale and is 900 or higher among 46 percent of telehealth users. Only direct banking customer satisfaction ranks higher, with an average score of 855.“It’s a very different world now … and with all the technology available, I don’t think we’re executing it quite as well as we want,” American Telemedicine Association CEO Ann Mond Johnson was quoted by J.D. Power as saying.