53% of Healthcare Providers Say Adding Telehealth Drove Up Patient Visits

A little over half (53 percent) of providers said that the addition of virtual care options led to an increase in patient visits, according to a new report.

Released by CVS Health, the 2022 Health Care Insights Study includes survey results from two questionnaires fielded by Market Measurement, a national market research consulting firm, between March 30 and April 7. The first comprised 69 questions and polled 1,000 US adults, and the second included 42 questions and polled 400 healthcare providers. The latter group included 175 primary care providers, 75 registered nurses/licensed clinical social workers, and 75 pharmacists.

As healthcare consumerism evolves, patients appear to be driven by convenience. An overwhelming majority (92 percent) of healthcare consumers surveyed said that convenience is an important factor when choosing their primary care provider.

Compared to in-person appointments, healthcare consumers find virtual visits more convenient because they don't have to leave home (41 percent), they don't have to cover transportation costs (37 percent), and they save time (37 percent).

Providers, too, recognize the convenience virtual visits afford to consumers. About 54 percent of providers have added virtual office visit capabilities, 43 percent have added mobile capabilities like an application, and 42 percent have added an online portal.

Further, providers believe virtual care options have helped spur patient visits. Not only did 53 percent of providers say that adding telehealth resulted in more patient visits, but a majority also believe virtual visits made patients more likely to make appointments (93 percent) and keep them (88 percent).

Amid the COVID-19 pandemic, mental and behavioral health conditions have increased, with nearly one in five American adults experiencing a mental illness. Telehealth can play a crucial role in addressing this epidemic, according to the CVS Health report.

Seventy-one percent of healthcare consumers believe a virtual visit for mental health services would be more convenient for them, and 55 percent said the availability of virtual mental health services would increase the likelihood of them seeking this type of care. About 57 percent of consumers said they thought a virtual visit would be more private than an in-person visit.

In addition, digital tools and virtual care options are becoming popular among consumers.

Approximately 65 percent of healthcare consumer respondents said that health monitoring with apps and wearable devices was key to their health, and 59 percent said it was important for their health that they have access to virtual and telehealth services.

A majority of consumers (62 percent) said they are either very or somewhat likely to participate in a virtual visit if a physical examination is not required.

This is in line with national telehealth usage trends. Telehealth use across the country increased in April after two consecutive months of decline, according to new data from FAIR Health. Data from April shows a 6.5 percent increase in national telehealth use, from 4.6 percent of all medical claim lines in March to 4.9 percent in April.

Further, consumer adoption of digital health rose in 2021, even among some underserved populations. According to a report by Rock Health, certain vulnerable populations, such as Medicaid members and LGBQA+ individuals, are using tools like live video telemedicine and wearables at higher rates than other underserved groups, like rural Americans.