J.D. Power notices that older users aren’t all that comfortable with telehealth. On a 1,000 point scale, pre-boomers (!) and Boomers, score a 671 while Gen Y and Gen Z score 714 for an average of 698. Those surveyed liked telehealth for convenience (28%) and receiving care quickly (17%).
Issues for the older group are trust, digital channels, and appointment scheduling. The latter two are, in this Editor’s view, interface related, with many telehealth providers neglecting mobile and tablet-friendly platforms, making typefaces large enough, and backgrounds contrasty enough.
CVS leads in satisfaction, surprisingly, in direct to consumer telehealth providers (744), with MDLIVE (Evernorth/Cigna) coming in at 741 and Amwell 739. CVS’ telehealth is provided by Amwell. Where telehealth is provided by a health plan, the numbers were extremely close. UnitedHealthcare scored the best (702), with Kaiser Foundation Health Plan immediately behind at 701 and Humana at 695. UnitedHealthcare uses Included Health’s Doctor on Demand, Teladoc for Kaiser. The June-July survey included over 5,400 telehealth users within the last 12 months. Healthcare Finance, J.D. Power study page (subscription required for report).
Generative AI for healthcare projected to be a $22 billion business by 2032 from $1 billion today. Generative AI is defined as AI that produces text, images, and other media, based on text, audio, and image data supplied to it. The PYMNTS and AI-ID “Generative AI Tracker” points to current uses in complex drug discovery acceleration and medical researcher capabilities. To realize its potential in other healthcare areas, tech companies must team up with payers, providers, and others to train large language models on healthcare-specific data and establish robust benchmarks. The PYMNTS study is available for download here. Healthcare IT News