J.D. Power Telehealth Satisfaction Study; Consumer-Facing Telehealth Products and Platforms

Merchant Medicine is pleased to announce our partnership with J.D. Power on its first-ever consumer-facing Telehealth U.S. Satisfaction Study. Subscribers get the J.D. Power Voice of the Customer study bundled with Merchant Medicine’s custom Telehealth Market research, economics, and leading practices. Contact us to set up a time to learn more.

The Consumer Perspective. The J.D. Power U.S. Telehealth Satisfaction Study (SM) analyzes patient satisfaction with their telehealth experience and the impact it has on loyalty and advocacy. The study provides critical benchmarking information and identifies the dominant factors that drive patient satisfaction. In addition to measuring patient perceptions of their providers ability to meet their expectations, the study also provides a series of measurable and actionable Key Performance Indicators for satisfying patients.

J.D. Power’s Telehealth Satisfaction Index Model, quantifies 15 performance metrics and the relative weight each metric has on Overall Satisfaction, Advocacy and Loyalty. Net Promoter Score® benchmarking is provided as part of the study deliverables - essential to any organization wondering “what does great experience look like”. An over-sample of Telehealth Non-Users is also being collected as part of this study, seeking to quantify awareness, define why patients are not using telehealth, and understand what would increase their likelihood to use telehealth in the future.

The Market Perspective. Merchant Medicine assessed the current Telehealth Market of end-consumer facing telehealth options in the U.S., with a scope of service that could be a replacement for many common types of urgent care or retail clinic visits. Much like our industry rankings of the largest urgent care and retail clinic organizations, we created an “index” for what the biggest players look like using known market sizing information. The market is highly fragmented, with many different price points, implementation methods, modes of access, and end-consumer challenges on knowing how and when to use the technology.

This research looks at three segments: Direct-to-Consumer (“D2C”) digital product where a consumer could directly seek care; health plans (“Health Plan”) where an insurance vehicle provides a telehealth vendor solution to the member; and health systems (“Health System”) where large hospital/health system entities provide telehealth solution to the community at-large. The three deliver a replacement for an urgent care visit, but from a research methodology perspective, must be assessed separately.

Summary of Study - Organizations Included (Note: Some organizations have more than one telehealth option)

Summary of Study - Organizations Included (Note: Some organizations have more than one telehealth option)

Key Takeaway. Roughly two-thirds of the organizations we reviewed – the largest, arguably more sophisticated and better capitalized ones in the U.S. – have a consumer-facing telehealth feature that we could publicly find. However, the reality is that few of them are likely to be generating enough patient encounters to replace the typical volume of even one urgent care center. Supporting this view is the fact that multi-billion-dollar organizations have comparably few listed downloads and online reviews.

Next Steps

  • Is your organization already delivering telehealth? Where do you rank against peers on performance?

  • Are you considering adding virtual visits in the near future? Do you have a handle on the market leaders?

  • How should you price your service? Text or video mode?

  • Where and how do you integrate this service with an urgent care service line?

  • Where do you make investments for growth and align existing provider operations?

  • Are you running a vendor selection process or re-evaluating your current product(s)?

  • Are you looking for a platform selection methodology with industry data and benchmarks?

  • Do you need to better understand how consumers or patients view the service and where the opportunities are?

See our Market Report article with the release highlights. Our Research Abstract lays out the key details on the underlying custom research conducted May-July 2019.

The purchase price includes a two-part installment: Merchant Medicine’s Telehealth Market is provided upon purchase, followed by the J.D. Power Study presentation and data set following release in November 2019.

Contact us to learn more and to purchase.

Organizations Captured in the 2019 Telehealth Market Research

Platform only, no D2C (build/integrate into existing plan or provider group - what a medical group or health system would build on)

AdviNOW https://advinow.com/

Bright.md https://www.bright.md/

CirrusMD https://www.cirrusmd.com/

Conversa Health https://conversahealth.com/

eVisit https://evisit.com/

GenieMD https://geniemd.com/

InTouch Health https://intouchhealth.com/consumer-telehealth-solutions/

Pager https://pager.com/

SnapMD https://snap.md/

Solv Health https://www.solvhealth.com/for-providers/telemedicine

Synzi https://synzi.com/

Zipnosis https://www.zipnosis.com/

Top-level Health System

Hospital Corporation of America (HCA) https://www.hcahealthcare.com

Ascension Health https://www.ascension.org

Trinity Health https://www.trinity-health.org

Providence St. Joseph Health https://www.psjhealth.org

TENET Healthcare https://www.tenethealth.com

Dignity Health (FKA: Catholic Healthcare West) https://www.dignityhealth.org

Community Health Systems (CHS) https://www.chs.net

Catholic Health Initiatives https://www.catholichealthinitiatives.org

Northwell Health (AKA: North Shore Long Island Jewish Health System) https://www.northwell.edu

Universal Health Services, Inc. https://www.uhsinc.com

University of Pittsburgh Medical Center (UPMC) https://www.upmc.com

Cleveland Clinic Health System https://my.clevelandclinic.org

Advent Health System https://www.adventhealth.com

NewYork-Presbyterian Healthcare System https://www.nyp.org

Advocate Health Care https://www.advocatehealth.com

Partners HealthCare https://www.partners.org

Mayo Clinic Health System https://www.mayoclinichealthsystem.org

Bon Secours Mercy Health https://www.bsmhealth.org

University of Texas System https://www.utsystem.edu

Sutter Health https://www.sutterhealth.org

Baylor Scott & White Health https://www.bswhealth.com

Stanford Health Care https://www.stanfordhealthcare.org

Banner Health https://www.bannerhealth.com

NYC Health and Hospitals (FKA New York City Health and Hospitals Corporation) https://www.nychealthandhospitals.org

Penn Medicine https://www.pennmedicine.org

LifePoint Health (FKA: LifePoint Hospitals) https://www.lifepointhealth.net

NYU Langone Health https://med.nyu.edu

Mount Sinai Health System (FKA: Mount Sinai Medical Center) https://www.mountsinai.org

Mercy (MO) https://www.mercy.net

University Hospitals Health System https://www.uhhospitals.org

Steward Health Care System https://www.steward.org

SSM Health https://www.ssmhc.com

Yale New Haven Health System https://www.ynhhs.org

Indiana University Health System https://www.iuhealth.org

Intermountain Healthcare https://www.intermountainhealthcare.org

Johns Hopkins Health System (AKA: Johns Hopkins Medicine) https://www.hopkinsmedicine.org

Memorial Hermann Health System https://www.memorialhermann.org

Hackensack Meridian Health https://www.hackensackmeridianhealth.org

RWJ Barnabas Health https://www.rwjbh.org

BJC HealthCare https://www.bjc.org

MedStar Health https://www.medstarhealth.org

Northwestern Medicine https://www.nm.org

CHRISTUS Health https://www.christushealth.org

University of Colorado Health (AKA UCHealth) https://www.uchealth.org

Prime Healthcare Services, Inc. https://www.primehealthcare.com

Beth Israel Lahey Health https://www.bilh.org

Beaumont Health https://www.beaumont.edu

Montefiore Health System (AKA Montefiore Medical Center - Health System) https://www.montefiore.org

Adventist Health https://www.adventisthealth.org

University of Maryland Medical System https://www.umms.org

OhioHealth https://www.ohiohealth.com

AMITA Health https://www.amitahealth.org

Jefferson Health https://hospitals.jefferson.edu

Ohio State University Medical Center https://medicalcenter.osu.edu

Henry Ford Health System https://www.henryford.com

Sanford Health https://www.sanfordhealth.org

Vanderbilt University Medical Center https://www.vanderbilthealth.com

Fairview Health Services https://www.fairview.org

Prisma Health https://www.prismahealth.org

Geisinger https://www.geisinger.org

University of California Health (1,2,3) https://health.universityofcalifornia.edu

University Of North Carolina (UNC) Health Care https://www.unchealthcare.org

BayCare Health System https://www.baycare.org

Michigan Medicine https://med.umich.edu

UnityPoint Health (FKA: Iowa Health System) https://www.unitypoint.org

Novant Health https://www.novanthealth.org

Cedars Sinai Health System https://www.cedars-sinai.edu

Texas Health Resources https://www.texashealth.org

Spectrum Health https://www.spectrum-health.org

Allina Health https://www.allinahealth.org

Duke Health https://www.dukehealth.org

Lehigh Valley Health Network https://www.lvhn.org

Piedmont Healthcare https://www.piedmont.org

Sentara Healthcare https://www.sentara.com

University of Washington Medicine https://www.uwmedicine.org

Memorial Sloan-Kettering Cancer Center https://www.mskcc.org

Emory Healthcare https://www.emoryhealthcare.org

Northside Hospital https://www.northside.com

WellStar Health System https://www.wellstar.org

Baystate Health System, Inc https://www.baystatehealth.com

Franciscan Health (FKA: Franciscan Alliance St Francis Health Services Inc) https://www.franciscanhealth.org

Orlando Health https://www.orlandohealth.com

Inova Health System https://www.inova.com

Prospect Medical Holdings https://www.pmh.com

Sharp Healthcare https://www.sharp.com

Baptist Health South Florida https://www.baptisthealth.net

McLaren Health Care https://www.mclaren.org

SCL Health https://www.sclhealth.org

Baptist Memorial Health Care Corporation https://www.baptistonline.org

PeaceHealth https://www.peacehealth.org

OSF Healthcare System https://www.osfhealthcare.org

Ochsner Health System https://www.ochsner.org

Scripps Health https://www.scripps.org

Froedtert and Medical College of Wisconsin https://www.froedtert.com

The University of Rochester Medical Center https://www.urmc.rochester.edu

Allegheny Health Network https://www.ahn.org

Atlantic Health System https://www.atlantichealth.org

Hartford Healthcare https://www.hartfordhealthcare.org

Ardent Health Services https://www.ardenthealth.com

Atrium Health (1, 2) https://www.atriumhealth.org

MaineHealth https://www.mainehealth.org

Centura Health https://www.centura.org

Swedish https://www.swedish.org

St. Luke's Health System https://www.stlukesonline.org

Baptist Health https://www.baptisthealth.com

Hospital Sisters Health System https://www.hshs.org

Loma Linda University Healthcare https://www.lomalindahealth.org

Rush System for Health https://www.rush.edu

WellSpan Health https://www.wellspan.org 

The University of Kansas Health System https://www.kumed.com

Avera Health https://www.avera.org

UF Health https://www.ufhealth.org

Kindred Healthcare https://www.kindredhealthcare.com

MultiCare Health System https://www.multicare.org

Methodist Healthcare System https://www.sahealth.com

Los Angeles County, Department of Health Services https://www.ladhs.org

Catholic Health Services of Long Island https://www.chsli.org

The Children's Hospital of Philadelphia https://www.chop.edu

Legacy Health System https://www.legacyhealth.org

Wake Forest Baptist Health https://www.wakehealth.edu

West Virginia University Medicine https://www.wvumedicine.org

Select Medical Corporation https://www.selectmedical.com

UChicago Medicine https://www.uchicagomedicine.org

Community Health Network https://www.ecommunity.com

Texas Children's Hospital https://www.texaschildrens.org

Essentia Health https://www.essentiahealth.org

UW Health https://www.uwhealth.org

Westchester Medical Center Health Network https://www.wmchealth.org

Memorial Healthcare System https://www.mhs.net

Norton Healthcare https://www.nortonhealthcare.com

UC San Diego Health System https://www.health.ucsd.edu

Methodist Le Bonheur Healthcare https://www.methodisthealth.org

Ballad Health https://www.balladhealth.org

University of Utah Health Care https://www.healthcare.utah.edu

University of Miami Health System https://www.umiamihealth.org

Community Medical Centers https://www.communitymedical.org

Lifespan Corporation https://www.lifespan.org

VCU Health https://www.vcuhealth.org

The University of Vermont Health Network https://www.uvmhealth.org

Christiana Care Health System https://www.christianacare.org

Medical University of South Carolina https://www.muschealth.com

Duke LifePoint Healthcare https://www.dukelifepointhealthcare.com

UMass Memorial Health Care https://www.umassmemorialhealthcare.org

Penn State Health https://www.hmc.pennstatehealth.org

Houston Methodist https://www.houstonmethodist.org

MercyOne https://www.mercyone.org

UAB Medicine https://www.uabmedicine.org

NorthShore University HealthSystem https://www.northshore.org

Temple University Health System https://www.templehealth.org

Methodist Health System https://www.methodisthealthsystem.org

OHSU Partners https://www.ohsu.edu

Franciscan Missionaries of Our Lady Health System https://www.fmolhs.org

Cincinnati Children's Hospital Medical Center https://www.cincinnatichildrens.org

HonorHealth https://www.honorhealth.com

NYU Winthrop Hospital https://www.winthrop.org

Rochester Regional Health System https://www.rochestergeneral.org

University of Virginia Health System https://www.uvahealth.com

Tower Health https://www.towerhealth.org

HealthPartners https://www.healthpartners.com

Saint Luke's University Health Network https://www.slhn.org

Lee Health https://www.leememorial.org

MemorialCare https://www.memorialcare.org

Quorum Health Corporation https://www.qhr.com

Children's Health https://www.childrens.com

Parkview Health https://www.parkview.com

Carilion Health System https://www.carilionclinic.org

Kettering Health Network https://www.kmcnetwork.org

Nationwide Children's Hospital https://www.nationwidechildrens.org

Wellforce https://www.wellforce.org

University of Kentucky Healthcare https://ukhealthcare.uky.edu

Cone Health https://www.conehealth.com

University of Iowa Hospitals & Clinics https://www.uihc.org

TriHealth https://www.trihealth.com

Baptist Health Jax https://www.baptistjax.com

Kaleida Health https://www.kaleidahealth.org

Dept of Veterans Affairs https://www.va.gov

Top-level Plan

Kaiser Foundation https://www.kp.org

Anthem https://www.anthem.com

UnitedHealth https://www.uhc.com

Aetna https://www.aetna.com

Blue Shield of California https://www.blueshieldca.com

Centene https://www.centene.com

Humana https://www.humana.com

Florida Blue https://www.floridablue.com

HCSC https://www.hcsc.com

BCBS of Michigan https://www.bcbsm.com

Sierra Health https://www.sierrahealthandlife.com

CareFirst https://www.carefirst.com

Cigna https://www.cigna.com

BCBS of North Carolina https://www.bluecrossnc.com

BCBS of Massachusetts https://www.bluecrossma.com

Independence Blue Cross https://www.ibx.com

BCBS of Alabama https://www.bcbsal.org

BCBS of New Jersey https://www.horizonblue.com

Bridgespan Health / Cambia https://www.cambia.com

Regence https://www.regence.com

Emblem Health https://www.emblemhealth.com

BCBS of Tennessee https://www.bcbst.com

Excellus BCBS https://www.excellusbcbs.com

BCBS of South Carolina https://www.southcarolinablues.com

Highmark https://www.highmarkblueshield.com

HealthPartners https://www.healthpartners.com

UPMC Health System https://www.upmchealthplan.com

WellCare https://www.wellcare.com

BCBS of Minnesota https://www.bluecrossmn.com

Intermountain Healthcare https://www.ihcgroup.com

Wellmark https://www.wellmark.com

Premera Blue Cross https://www.premera.com

Louisiana Health Service https://www.bcbsla.com

Hawaii Medical Service Association https://www.hmsa.com

Spectrum Health https://www.spectrumhealth.org

Triple S https://www.salud.grupotriples.com

Molina Healthcare https://www.molinahealthcare.com

Tufts https://www.tuftshealthplan.com

Arkansas BCBS https://www.arkansasbluecross.com

Medical Mutual of Ohio https://www.medmutual.com

BCBS of Kansas City https://www.bluekc.com/consumer

Harvard Pilgrim Health Care https://www.harvardpilgrim.org

Empire Blue https://www.empireblue.com

Health Now New York https://www.healthnowny.com

BCBS of Arizona https://www.azblue.com

BCBS of Kansas https://www.bcbsks.com

UnitedHealth https://www.myhpnonline.com

Medical Card System https://www.mcs.com.pr

MVP https://www.mvphealthcare.com

Capital Blue Cross https://www.capbluecross.com

Providence Health https://www.providence.org

Mississippi Insurance https://www.bcbsms.com

First Medical Health Plan https://www.firstmedicalpr.com

Medica https://www.medica.com

Geisinger Insurance https://www.geisinger.org

Blue Cross of Idaho https://www.bcidaho.com

Anthem https://www.mss.anthem.com

University Health Care & Gundersen Lutheran https://www.unityhealth.com

Dean Health https://www.deancare.com

BCBS of Nebraska https://www.nebraskablue.com

BCBS Of Rhode Island https://www.bcbsri.com

Independent Health Association https://www.independenthealth.com

UnitedHealth https://www.mypreferredcare.com

Scan Health Plan https://www.scanhealthplan.com

Healthfirst https://www.hf.org

Security Health Plan Of WI https://www.securityhealth.org

Presbyterian Health https://www.phs.org

UCare https://www.ucare.org

InnovaCare https://www.innovacarehealth.com

Anthem https://www.freedomhealth.com

Viva Health https://www.vivahealth.com

Network Health https://www.networkhealth.com

Essence https://www.essencehealthcare.com

Peoples Health https://www.peopleshealth.com

Medisun https://www.azbluemedicare.com

CHE Trinity https://www.trinity-health.org

Organizations Not Captured in the 2019 Telehealth Market Research

Telepsychiatry / therapy (chatbot and texting, behavorial health focus)
Talkspace https://www.talkspace.com/

Therachat https://www.therachat.io/

X2AI https://www.x2ai.com/

Chronic disease management / home health diagnostics and monitoring
AlayaCare https://www.alayacare.com/virtual-care

AliveCor https://www.alivecor.com/

CarePredict https://www.carepredict.com/

Current https://currenthealth.com/

InfoBionic https://infobionic.com/

Livongo https://www2.livongo.com/

Omada Health https://www.omadahealth.com/

Proteus Digital Health https://www.proteus.com/

TytoCare https://www.tytocare.com/

Vida Health https://www.vida.com/

Dermatology, reproductive health, other
Curology https://curology.com/

DermatologistOnCall https://www.dermatologistoncall.com/

Hims https://www.forhims.com/

Keeps https://www.keeps.com/

Lemonaid Health https://www.lemonaidhealth.com/

NURX https://www.nurx.com/

Roman https://www.getroman.com/

ThePillClub https://thepillclub.com/

iDoc24 https://www.idoc24.com/

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