SYKES report finds US patients satisfied with telehealth

By Leila Hawkins
SYKES' latest survey reveals that US patients are willing to access healthcare more frequently thanks to telehealth...

A new survey by multinational IT provider SYKES has found that a majority of people in America who have tried telehealth during the pandemic believe it makes it easier to access medical care, and will actually access healthcare more frequently now that they can do so virtually. 

SYKES’ second annual report “How Americans Feel About Telehealth: One Year Later,” shares insights from a survey of 2,000 US adults regarding how their experiences with telehealth have changed over the past year.

The main findings of the survey include: 

  • Before the pandemic, 66% of all respondents were doubtful of the quality of care someone could receive in a telehealth appointment, however 80% of all respondents now believe people can receive quality care through telehealth.
  • 31% of respondents who tried telehealth during the pandemic feel their physician is more empathetic via telehealth compared to an in-person clinic appointment.
  • 86% of respondents who tried telehealth during the pandemic believe telehealth makes it easier to get the medical care they need.
  • 52% of respondents who tried telehealth during the pandemic report seeing their physician more often now that they have the option for telehealth appointments.
  • 19% of all respondents worry about the privacy of their personal health information with telehealth.

A.J. Hanna, Vice President for Client Advocacy at SYKES, says that people's satisfaction with telehealth has jumped. “In March 2020, 60% of Americans indicated the pandemic increased their willingness to try telehealth - one year later, the number of Americans who said COVID-19 made them more willing to try telehealth jumped significantly to 77%.” 

“While telehealth usage has surged this past year, our research makes it clear that Americans’ positive experiences with telehealth have also greatly increased. Our respondents told us that telehealth has made it easier for them to get the medical care they need, they meet with their physicians more often now that they have the option for virtual appointments, and an overwhelming majority plan to continue using telehealth even after the pandemic ends.” 

To read the full report, visit 


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