SHU Poll Notes Greater Tele-Health Acceptance

FAIRFIELD, Conn.—A new phone and digital poll by Sacred Heart University’s Institute for Public Policy, commissioned by Community Health Center, Inc. and its Weitzman Institute, has examined the experiences of Connecticut residents using telehealth services for medical and behavioral health appointments. Key questions focused on personal reactions, likelihood for future use and barriers to successful usage. The 52-question survey was completed in partnership with GreatBlue Research between September 11 and October 9, 2020, involving 1,001 Connecticut residents. Queries also addressed attitudes about quality, responsiveness, cost and general patient satisfaction.

More than one-half of all respondents, 55.3 percent, reported having either a medical health appointment, a behavioral health appointment or both types of appointments via telehealth in the past six months. Most of these appointments were conducted via “smart” phones (50.5 percent), followed by laptops (28.5 percent) or cell phones (24.2 percent).

The majority of telehealth users, 91.9 percent, conducted their appointments at home, while less than one-in-10 had their appointments at work or in their office (8.8 percent). A car was the location for 7.2 percent of these appointments, and another 6 percent were conducted outdoors.

Three-quarters of telehealth users, 74.4 percent, reported the aspect they liked most about their telehealth appointment was not having to travel to the provider’s office. As for primary detractors, telehealth users complained about not receiving hands-on treatment or the full range of services they are accustomed to (49.8 percent). Nearly one-quarter (24 percent) reported they did not experience any issues.

Most patients indicated they had not used telehealth services prior to the COVID-19 pandemic. Among telehealth users, only 15 percent used telehealth prior to the pandemic, while 66.3 percent used telehealth during the pandemic. But based on their positive experiences, more than one-half of all survey respondents, 54.7 percent, anticipate using telehealth after the COVID-19 pandemic ends. Most, 86.1 percent, indicated their perception of telehealth as a result of the COVID-19 pandemic is either good and improving (46.2 percent) or good or staying the same (39.9 percent). More telehealth users (91.3 percent) indicated having a positive perception of telehealth as a result of COVID-19 as compared to non-users (79.4 percent).

Key takeaways, reflecting more than four-fifths of telehealth users, demonstrated a general acceptance of quality, ease of discussion and understanding providers’ directions. Specific reactions included:

  • “The quality of care I got from my provider was very good through telehealth” (84.6 percent)
  • “I would use telehealth again” (81.5 percent)
  • “I received as much time and attention from my provider during my telehealth visit as I would have during an in-person visit” (81.1 percent)

The primary reason that respondents have not yet used telehealth for a medical appointment was because they have not had the opportunity or need (59.4 percent) or because they prefer face-to-face appointments (35.7 percent). More than two-fifths of non-users, 41.6 percent, reported being very likely (14.1 percent) or somewhat likely (27.5 percent) to use telehealth in the future, while a similar proportion, 39.4 percent, are not likely to do so. And while non-users believe that not having to travel and less time waiting for appointments are positive values associated with telehealth, nearly one-fifth of non-users, 19.7 percent, indicated there were no needs that would have to be met that would increase their likelihood of using telehealth in the future.

Regarding costs and insurance issues, more than one-half of telehealth users, 54 percent, believe insurance companies should reimburse members for telehealth expenses at the full rate for in-person services, while 46 percent believe telehealth services should be reimbursed at a reduced rate. Less than one-half of respondents without a telehealth appointment, 45.9 percent, believe insurance companies should reimburse members for telehealth expenses at the full rate for in-person services. And 53.6 percent of telehealth users believe the State of Connecticut should require both public and private insurance companies to provide telehealth services as an optional service to its members, compared to 33.2 percent who believe telehealth should be offered as a mandatory service.

Finally, more than one-half of all survey respondents, 56.4 percent, became aware of telehealth via their health-care provider, while one-fifth learned by word of mouth or through family or a friend (20.9 percent). To become more likely to use telehealth in the future, non-users indicated they would need access to a quiet or private place (31.5 percent) or access to technology needed for telehealth (25.7 percent).

“The results of this survey substantiate what we all suspected—that the pandemic has forced patients and providers to adapt to telehealth technologies, increasing usage, quality and general acceptance,” said Lesley DeNardis, executive director of the Institute for Public Policy and director of Sacred Heart University’s master of public administration (MPA) program. “Our client, Community Health Center, Inc. and its Weitzman Institute, wanted to better understand the drivers to utilizing telehealth services for reducing barriers, as well as the likelihood that patients will rely on telehealth for their future medical needs. Telehealth services are not going away ... they must continue to evolve, and programs for helping providers and patients adapt to these new technologies and realities will be critical.”

As one example of growing telehealth acceptance and expanded competence, Sacred Heart University’s Susan L. Davis, R.N., & Richard J. Henley College of Nursing will offer an online certificate program in the spring for advanced practice nurses (APRNs) who want to study telehealth technology. The program, designed for APRNs with a master’s degree or master’s and doctoral degree in nursing, will teach nurses to use telehealth technology effectively in their professional roles, offering consultations, preventive care and management of acute and chronic issues utilizing a wide variety of telehealth modalities.

GreatBlue conducted the Connecticut-specific scientific telephone survey on behalf of the SHU Institute for Public Policyinterviewing 1,001 residents. Statistically, this sampling represents a margin for error of +/-3.02 percent at a 95 percent confidence level. 

Sacred Heart’s Institute for Public Policy, which was established in 2017 in the College of Arts & Sciences, is aligned with the University’s MPA program. In addition to hosting state-wide polls, the institute conducts public policy research, hosts public forums and workshops and serves as a public-policy learning incubator for students.

A PDF file of complete polling results is available by contacting Leslie Gianelli, vice president, communications, for Community Health Center, Inc. at 860-918-7504.

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About Sacred Heart University

As the second-largest independent Catholic university in New England, and one of the fastest-growing in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers more than 80 undergraduate, graduate, doctoral and certificate programs on its Fairfield, Conn., campus. Sacred Heart also has satellites in Connecticut, Luxembourg and Ireland and offers online programs. More than 9,000 students attend the University’s nine colleges and schools: Arts & Sciences; Communication, Media & the Arts; Social Work; Computer Science & Engineering; Health Professions; the Isabelle Farrington College of Education; the Jack Welch College of Business & Technology; the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing; and St. Vincent’s College. Sacred Heart stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change—in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 386 Colleges–2021 Edition, “Best in the Northeast” and Best Business Schools–2020 Edition. Sacred Heart is home to the award-winning, NPR-affiliated radio station, WSHU, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theater. www.sacredheart.edu

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Submitted by Fairfield, CT

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