CHC 2020 Telehealth Research Study

2020 Telehealth Research Study
November 10, 2020Report of Findings
© Community Health Center, Inc.

Areas of
Investigation
The CHC Telehealth Research Study leveraged a quantitative
research methodology to address the following areas of
investigation:
๏ Devices used for telehealth appointments
๏ Type of telehealth service used and evaluation of the audio
and video quality through that service
๏ Aspects individuals liked and disliked about their telehealth
experience
๏ Comparison of telehealth to an in-person appointment
๏ Ease of communicating with their doctor through telehealth
๏ Quality of care received through telehealth
๏ Overall satisfaction with the telehealth experience
๏ Likelihood to use telehealth again
๏ Demographic profile of respondents

Slide /© Community Health Center, Inc. 3
Research Methodology Snapshot
Methodology
Telephone &
Digital
Target
Connecticut
Residents
No. of Completes
1,001
Quality Assurance
Dual-level**
No. of Questions
52*
Margin of Error
3.02%
Incentive
None
Confidence Level
95%
Sample
Procured by
GreatBlue
Research Dates
September 11 -
October 9, 2020
* This represents the total possible number of questions; not all respondents will answer all questions based on skip
patterns and other instrument bias.
** Supervisory personnel, in addition to computer-aided interviewing platform, ensure the data is accurate.

Respondent Snapshot
This slide quantifies select data points to provide context for this research study. The data is not meant to be
statistically significant or representative of population contribution, rather to provide an empirical view into the
demographic profile of the participants.
Gender
35.5
%
63.2
%
1.3
%
Male
Female
Prefer not to answer
Age
5.7%
11.8% 14.1% 15.9%
19.3% 18.2%
11.4%
3.7%
0.0%
25.0%
50.0%
75.0%
100.0%
18-24 25-34 35-44 45-54 55-64 65-74 75+ Prefer not
to answer

Respondent
Snapshot
This slide quantifies select data points
to provide context for this research
study. The data is not meant to be
statistically significant or
representative of population
contribution, rather to provide an
empirical view into the demographic
profile of the participants.
9.0% 9.5%
5.4%
9.8% 12.2%
8.1% 6.0%
10.8%
29.3%
0.0%
25.0%
50.0%
75.0%
100.0%
Under
$25,000
$25,000 -
$39,999
$40,000 -
$49,999
$50,000 -
$74,999
$75,000 -
$99,999
$100,000 -
$124,999
$125,000 -
$149,999
$150,000
or more
Prefer not
to answer
0.6% 2.2%
15.5%
1.2% 3.3%
14.3%
33.9%
24.3%
4.8%
0.0%
25.0%
50.0%
75.0%
100.0%
8th grade
or less
Some
high
school
High school
graduate
or GED
Some
technical
school
Technical
school
graduate
Some
college
College
graduate
Post-graduate
or
professional
degree
Prefer
not to
answer
Income
Education

Respondent
Snapshot
This slide quantifies select data points
to provide context for this research
study. The data is not meant to be
statistically significant or
representative of population
contribution, rather to provide an
empirical view into the demographic
profile of the participants.
Ethnicity
Children Under Age 18
2.3% 4.6%
13.2% 11.8%
0.6%
66.0%
2.1% 5.8%
0.0%
25.0%
50.0%
75.0%
100.0%
American
Indian or
Alaska
Native
Asian Black or
African
American
Hispanic
or
Latino
Native
Hawaiian
or Other
Pacific
Islander
White Other Prefer not
to answer
68.7%
11.7% 11.2%
3.1% 1.1% 0.5% 3.7%
0.0%
25.0%
50.0%
75.0%
100.0%
0 / none 1 2 3 4 5 or
more
Prefer not
to answer

Sources of Information
on Telehealth
More than one-half of all survey respondents, 56.4%,
became aware of telehealth via their “healthcare
provider,” while one-fifth learned by “word of mouth -
family or friend” (20.9%).
Telehealth users primarily learned about telehealth via
their “healthcare provider” (77.6%), while non-users
learned about telehealth through their “healthcare
provider” (30.2%) or “word of mouth - family or friend”
(30.2%).
Readers should note that one-fifth of non-users,
20.8%, were not aware of telehealth prior to the
survey.
How did you first learn about telehealth? Select all
that apply.
56.4%
20.9%
17.1%
10.6%
7.4%
6.7%
77.6%
13.4%
15.3%
2.3%
7.6%
3.6%
30.2%
30.2%
19.2%
20.8%
7.2%
10.5%
0.0% 25.0% 50.0% 75.0% 100.0%
Healthcare provider
Word of mouth –
family or friend
Insurance provider
N/A – was not aware
of
telehealth prior to this
survey
Online search
Other
Composite Users Non-Users
(N=1001)

Access to Technology
Do you currently have
access to the following?
Nearly two-thirds of all survey respondents, 64.2%, currently have access to
both a phone with audio and video with audio. More than one-half of all
respondents, 55.4%, reported having either a medical health appointment, a
behavioral health appointment, or both types of appointments via telehealth in
the past 6 months. Respondents most frequently reported having access to a
“smart phone” (60.8%) for telehealth appointments, followed by a “laptop”
(48.6%). Readers should note that one-tenth of non-users, 9.6%, do not have
access to technology needed for telehealth appointments.
Within the past 6 months, have you used
telehealth?
What types of devices do you
have access to for telehealth
appointments? Select all that
apply.
20.8%
9.1%
64.2%
5.9%
Phone with audio only
Video with audio
Both
Neither
43.6%
5.0%
6.8%
44.7%
Yes, for a Medical Health appointment
Yes, for a Behavioral Health appointment
Yes, for both types of appointments
No, I have not had a telehealth appointment
60.8%
48.6%
37.5%
35.1%
31.8%
29.9%
0.4%
4.6%
62.6%
50.9%
40.3%
34.7%
26.5%
27.8%
0.4%
0.5%
58.6%
45.6%
34.0%
35.6%
38.3%
32.4%
0.4%
9.6%
0.0% 25.0% 50.0% 75.0% 100.0%
Smart phone
Laptop
Cell phone
Tablet
Landline
phone
Desktop
computer
Other
None of
the above
(N=1001)
(N=1001)
(N=1001)

Technology Used for Telehealth
Appointment
For your telehealth appointments, did
you use a phone with audio only, or
video with audio?
Among those respondents who had a telehealth appointment in the past 6
months, slightly more than one-third, 36.3%, had access to both a phone
with audio only and a phone with video and audio for their appointment.
More respondents used video with audio (34.5%) than a phone with audio
only (27.1%). A “smart phone” (50.5%) was the device most frequently
used for a telehealth appointment, followed by a “laptop” (28.5%) or a “cell
phone” (24.2%).
What type of device did you use for
your telehealth appointments? Select
all that apply.
27.1%
34.5%
36.3%
2.2%
Phone with audio only
Phone with video and audio
Both
Don't know
50.5%
28.5%
24.2%
15.3%
13.9%
11.7%
0.9%
47.2%
23.6%
22.5%
15.1%
12.4%
9.2%
1.1%
54.0%
42.0%
28.0%
16.0%
18.0%
18.0%
0.0%
69.1%
50.0%
32.4%
16.2%
20.6%
23.5%
0.0%
0.0% 25.0% 50.0% 75.0% 100.0%
Smart phone
Laptop
Cell phone
Landline phone
Tablet
Desktop computer
Other
Composite
Medical Health only
Behavioral Health only
Both
(N=554)
(N=554)

Rating of Audio
and Video Quality
Telehealth users provided high ratings
for the audio and video connection
during their telehealth appointment.
More than nine-out-of-ten respondents
with a telehealth appointment reported
the “telephone / audio connection”
(94.5%) was either “very good” or
“good,” and a similar frequency of
respondents, 92.6%, provided positive
ratings for the quality of the “video
connection.”
How would you rate the quality of the (telephone/audio
connection) / (video connection) during your telehealth
appointment?
48.0%
44.6%
5.9%
0.5%
1.0%
Video
connection
(N=392)
38.6%
3.5%
0.4%
1.7%
Very good
Good
Poor
Very poor
Don't know
Telephone /
audio connection
(N=542)
55.9%
Quality (“very good” & “good”)…
Telephone /
audio
connection
Video
connection
Composite 94.5% 92.6%
Medical Health Appointment only 94.9% 93.4%
Behavioral Health Appointment only 93.9% 84.9%
Both Medical and Behavioral Health Appointments 92.5% 93.1%

Experiences During Telehealth Appointment
The strong majority of telehealth users, 91.9%, conducted
their appointment at “home,” while less than one-in-ten had
their appointment at “work / office” (8.8%), in their “car”
(7.2%) or “outdoors” (6.0%). More than two-thirds of
telehealth users did not report any issues with “poor
telephone signal and dropped calls” (80.7%) or “issues with
Wi-Fi connections” (69.1%) for their appointment. Only
5.4% did not feel they had enough privacy and 4.3% did not
have enough phone minutes for their telehealth
appointment.
16.8%
13.5%
94.6%
71.7%
69.1%
80.7%
5.4%
4.3%
14.1%
5.8%
0.0%
24.0%
0.0% 25.0% 50.0% 75.0% 100.0%
Did you have any
issues with Wi-Fi
connections for your
telehealth appointment?
Did you have any issues
with poor telephone signal
and dropped calls during
your telehealth appointment?
Do you feel you
had enough privacy
during your
Did you have enough
phone minutes for your
Yes No N/A
Where did you have your telehealth appointment? Select all
that apply.
91.9%
8.8% 7.2% 6.0% 0.4% 0.5%
0.0%
25.0%
50.0%
75.0%
100.0%
Home Work /
office
Car Outdoors Other Refused
(N=554)
(N=554)

Likes of Telehealth
Roughly three-quarters of telehealth users,
74.4%, reported the aspect they liked most about
their telehealth appointment was the fact they “did
not have to travel to the provider’s office.”
Additionally, spending “less time waiting for the
appointment to start” (44.8%) was viewed as
another beneficial characteristic of telehealth
appointments.
Readers should note that 2.3% of respondents
indicated they liked their telehealth appointment
because they felt “safe from COVID-19.”
What did you like most
about your telehealth
appointment? Select all that
apply. (N=554)
74.4%
44.8%
39.2%
30.9%
2.3%
2.2%
1.1%
2.9%
75.9%
42.2%
38.8%
31.9%
2.8%
2.3%
1.1%
3.4%
72.0%
58.0%
38.0%
28.0%
0.0%
0.0%
2.0%
2.0%
66.2%
51.5%
42.6%
26.5%
1.5%
2.9%
0.0%
0.0%
0.0% 25.0% 50.0% 75.0% 100.0%
Did not have to travel
to the provider’s office
Less time waiting for
the appointment to start
Felt I had the
provider’s full attention
Took less time to
schedule an appointment
Safe from COVID-19
Nothing / did not like it
Don't know / refused
Other
Composite
Medical Health only
Both

Dislikes of Telehealth
Telehealth users indicated they “do not receive
hand-on treatment / cannot provide all
services” (49.8%) as the aspect they liked
least about their telehealth appointment, while
nearly one-quarter, 24.0% reported they did
not experience any issues.
Additionally, 15.2% of respondents indicated a
downfall of telehealth appointments was they
“found it hard to talk to the provider / felt less
personal.”
49.8%
24.0%
15.2%
8.3%
7.2%
6.5%
3.1%
0.5%
52.5%
25.2%
12.2%
6.9%
4.8%
6.0%
1.8%
0.7%
26.0%
18.0%
36.0%
18.0%
20.0%
10.0%
8.0%
0.0%
50.0%
20.6%
19.1%
10.3%
13.2%
7.4%
7.4%
0.0%
0.0% 25.0% 50.0% 75.0% 100.0%
Do not receive hands-on
treatment /
cannot provide all services
Nothing/no issues/
enjoyed experience
I found it hard to talk to
the provider / felt less personal
It was hard to use / I had
problems connecting to telehealth
I didn’t have a private space
to have my appointment
Other
Used too many
minutes on my phone
Don't know/refused
Composite
Medical Health only
Both
What did you like least
about your telehealth
appointment? Select all that
apply. (N=554)

Effectiveness of Telehealth
Nearly nine-out-of-ten telehealth users, 88.1%,
reported their telehealth appointment was
either “very” (52.0%) or “somewhat effective”
(36.1%). Less than one-in-ten respondents,
9.8%, reported their appointment was not
effective.
Those respondents using telehealth for a
“Behavioral Health Appointment only” (92.0%)
provided increased effectiveness ratings as
compared to respondents with a “Medical
Health Appointment only” (88.1%) or those
having “both Medical and Behavioral Health
Appointments” (85.3%).
How effective would you say your telehealth
appointment was?
52.0%
36.1%
6.7% 3.1% 2.2%
0.0%
25.0%
50.0%
75.0%
100.0%
Very
effective
Somewhat
effective
Not very
effective
Not
effective
at all
Don't
know
(N=554)
Total Effective (“very” & “somewhat”)… %
Composite 88.1%
Behavioral Health Appointment only 92.0%
Medical Health Appointment only 88.1%
Both Medical and Behavioral Health Appointments 85.3%

Experience with
Telehealth
Please tell me how much you agree or disagree with each of the
following statements, using a scale of “Strongly agree,” “Agree,”
“Disagree,” or “Strongly disagree.”
89.7%
84.6%
81.5%
81.1%
76.4%
74.4%
47.3%
8.5%
11.9%
13.2%
15.4%
19.2%
21.8%
12.4%
1.8%
3.4%
5.4%
3.6%
4.5%
3.8%
40.3%
0.0% 25.0% 50.0% 75.0% 100.0%
It was easy to talk to my
provider
and understand their…
The quality of care I
got from my provider was
very good through telehealth
I would use telehealth again
I received as much time and
attention from my provider
during my telehealth visit…
Overall, I liked using
telehealth
Telehealth worked just as
well for
me as an in-person…
My provider likes using
telehealth
Total agree Total disagree Don't know
(N=554)
Overall, telehealth users indicated strong
levels of agreement with seven (7) statements
related to their telehealth experience. More
than four-fifths agreed that:
• “It was easy to talk to my provider and
understand their instructions” (89.7%)
• “The quality of care I got from my provider
was very good through telehealth” (84.6%)
• “I would use telehealth again” (81.5%)
• “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%)

Facilitating a Telehealth Appointment
Less than one-fifth of all survey respondents reported facilitating a telehealth appointment for a “child” (16.4%),
“parent” (11.6%) or “spouse” (8.9%). Among the 164 survey respondents that facilitated a telehealth appointment for
their child, the strong majority, 89.0%, indicated they were comfortable with their child having a telehealth
appointment.
Did you facilitate a telehealth appointment
for a family member such as a parent,
child or spouse?
11.6% 16.4% 8.9%
84.1% 79.7% 86.9%
4.3% 3.9% 4.2%
0.0%
25.0%
50.0%
75.0%
100.0%
Parent Child Spouse
Prefer not to say
No
Yes
As a parent, were you comfortable with
your child having a telehealth
appointment?
89.0%
11.0%
Yes
No
(N=1001)
(N=164)

Preference for
Appointment Type
While one-third of telehealth users, 33.2%, prefer a
telehealth appointment in the future, an increased
frequency, 46.0%, would prefer an in-person appointment.
To increase the likelihood of using telehealth in the future,
nearly one-third of respondents, 32.5%, indicated the need
for “access to a quiet / private place,” while nearly one-
quarter, 26.0%, reported “access to technology needed for
telehealth.”
Would you prefer a telehealth
appointment or an in-person appointment
in the future?
What needs would have to be met to make you more likely to
use telehealth for a medical appointment in the future? Select all
that apply.
(N=554)
(N=554)
33.2% 31.0%
48.0%
36.8%
46.0% 48.9%
40.0%
32.4%
20.8% 20.2% 12.0%
30.9%
0.0%
25.0%
50.0%
75.0%
100.0%
Composite Both
Don't know
In-person
Telehealth
32.5%
28.0%
26.0%
10.6%
5.4%
4.2%
0.2%
1.1%
7.9%
27.3%
31.0%
24.1%
7.6%
6.9%
4.6%
0.2%
1.1%
8.7%
58.0%
16.0%
34.0%
26.0%
0.0%
0.0%
0.0%
0.0%
2.0%
47.1%
17.6%
32.4%
19.1%
0.0%
4.4%
0.0%
1.5%
7.4%
0.0% 25.0% 50.0% 75.0% 100.0%
Access to a quiet / private
place
None / no needs
Access to technology
needed for telehealth
Child care for during
telehealth appointment
Prefer in person appointments
/…
Depends on the nature of the
visit
Follow-up appointment
schedule
Other
Composite
Medical Health only
Both
Medical
Health only
Behavioral
Health only

Interest in Technology
More than two-thirds of telehealth users, 68.0%,
reported being either “very interested” (33.2%) or
“somewhat interested” (34.8%) in using
technology that they own, or was sent to them by
their medical provider, to capture health-related
information.
Respondents that had a “Behavioral Health
Appointment only” (78.0%) or “both Medical and
Behavioral Health Appointments” (80.8%) via
telehealth were more interested in using
technology as compared to those respondents
having a “Medical Health Appointment only”
(64.9%).
How interested would you be in using devices to capture
your health information by technology that you own or was
sent to you by your medical provider (such as a FitBit,
Apple Watch, blood pressure cuff, etc.) that would be
helpful during a telehealth appointment?
33.2% 34.8%
12.3% 16.1%
3.6%
0.0%
25.0%
50.0%
75.0%
100.0%
Very
interested
Somewhat
interested
Not very
interested
Not
interested
at all
Don't
know
(N=554)
Total Interested (“very” & “somewhat”)… %
Composite 68.0%
Behavioral Health Appointment only 78.0%
Medical Health Appointment only 64.9%
Both Medical and Behavioral Health Appointments 80.8%

Perceived
Benefits of
Telehealth
Which of the following aspects of telehealth do you
perceive to be the most beneficial? Select all that
apply.
Based on their perception, nearly one-half of non-
users, 48.6%, believe telehealth appointments to be
“very effective” (13.9%) or “somewhat effective”
(34.7%). Perceived benefits of telehealth among non-
users primarily included “did not have to travel to the
provider’s office” (61.3%), followed by “less time
waiting for the appointment to start” (36.2%).
Based on your
perception, how
effective are
telehealth
appointments?
61.3%
36.2%
26.0%
23.5%
9.2%
3.1%
2.7%
5.1%
0.0% 25.0% 50.0% 75.0% 100.0%
Did not have to travel to the
provider’s office
Less time waiting for the
appointment to start
Took less time to schedule an
appointment
Felt I had the provider’s full
attention
None / nothing
Don't know / unsure
Have not used before
Other
13.9%
34.7%
12.1%
8.3%
31.1% Very effective
Somewhat effective
Not very effective
Not effective at all
Don't know
(N=447)
(N=447)

Barriers to
Using
TelehealthThe primary reason why respondents have not yet used
telehealth for a medical appointment was because they
“have not had the opportunity / need yet to use telehealth”
(59.4%), followed by “prefer face to face appointment”
(35.7%).
More than two-fifths of non-users, 41.6%, reported being
“very likely” (14.1%) or “somewhat likely” (27.5%) to use
telehealth in the future, while 39.4% are not likely to do so.
Why have you not used
telehealth? Select all that apply.
How likely are
you to use
telehealth in
the future?
59.4%
35.7%
9.2%
5.8%
5.8%
0.9%
7.4%
0.0% 25.0% 50.0% 75.0% 100.0%
Have not had the
opportunity /
need yet to use telehealth
Prefer face to face
appointment
Do not have technology
needed for telehealth
Concerns with privacy /
confidentiality of
information
Do not trust telehealth
Cannot find child care for
during telehealth
appointment
Other
14.1%
27.5%
16.6%
22.8%
19.0%
Very likely
Somewhat likely
Not very likely
Not likely at all
Don't know
(N=447)
(N=447)

Changes Needed
to Use Telehealth
What needs would have to be met to make you more likely to
use telehealth for an appointment in the future? Select all that
apply.
31.5%
25.7%
19.7%
5.8%
5.6%
3.6%
2.7%
2.5%
2.5%
1.6%
9.8%
0.0% 25.0% 50.0% 75.0% 100.0%
Access to a quiet / private place
Access to technology needed for
telehealth
None / no needs
Have a medical need / get sick
Child care for during telehealth
appointment
Prefer in person appointments /
hands on treatment
Not interested / no intention of
using
Depends on the nature of the
visit
Need more information about
telehealth / education
Other
Non-users indicated that to become more
likely to use telehealth for an appointment
in the future, they would need “access to a
quiet / private place” (31.5%) or “access to
technology needed for telehealth” (25.7%).
Nearly one-fifth of non-users, 19.7%,
indicated there were no needs that would
have to be met that would increase their
likelihood of using telehealth in the future.
(N=447)

Insurance and State of Connecticut
MandatesMore than one-half of telehealth users, 54.0%, believe insurance companies should reimburse members for
telehealth expenses at the full rate for in-person services, while 46.0% believe telehealth services should be
reimbursed at a reduced rate. Additionally, more than one-half of respondents, 53.6%, believe the State of
Connecticut should require both public and private insurance companies to provide telehealth services as an
“optional service” to its members, while one-third, 33.2%, believe telehealth should be offered as a “mandatory
service.”
Should insurance companies reimburse
members for telehealth expenses at the
full rate for in-person services or at a
reduced rate?
Should the State of Connecticut require both public
and private insurance companies to provide
telehealth services as an option to its members or as
a mandatory service?(N=554) (N=554)
54.0% 53.2% 50.0%
61.8%
46.0% 46.8% 50.0%
38.2%
0.0%
25.0%
50.0%
75.0%
100.0%
Composite Both
Full rate Reduced rate
Medical
Health only
Behavioral
Health only
53.6% 57.1%
42.0% 39.7%
33.2% 28.2% 50.0% 52.9%
13.2% 14.7% 8.0% 7.4%
0.0%
25.0%
50.0%
75.0%
100.0%
Composite Both
Optional service Mandatory service Don't know
Medical
Health only
Behavioral
Health only

Insurance Reimbursement for Telehealth
Less than one-half of respondents
without a telehealth appointment, 45.9%,
believe insurance companies should
reimburse members for telehealth
expenses at the full rate for in-person
services, while 54.1% believe telehealth
services should be reimbursed at a
reduced rate.
Readers should note that more than
one-half of telehealth users, 54.0%,
indicated that insurance companies
should reimburse members at the full
rate.
Should insurance companies reimburse
members for telehealth expenses at the
full rate for in-person services or at a
reduced rate?
45.9%
54.1%
Full rate
Reduced rate
(N=447)
54.0%
Among
Telehealth Users

COVID-19 Impact
on Telehealth
Only 4.1% of all survey respondents have
tested positive for COVID-19.
Among telehealth users, only 15.0% used
telehealth prior to the COVID-19 pandemic,
while 66.3% used telehealth during the
pandemic.
Among all survey respondents, more than
one-half, 54.7%, anticipate using telehealth
after the COVID-19 pandemic.
Did you use telehealth
prior to the COVID-19
pandemic?
Did you use telehealth
during the COVID-19
pandemic?
Do you anticipate that
you will use telehealth
after the COVID-19
pandemic?
15.0%
66.3%
54.7%
85.0%
33.7%
45.3%
0.0% 20.0% 40.0% 60.0% 80.0% 100.0%Yes No
Have you
tested
positive for
COVID-19?
4.1%
92.5
%
3.4%
Yes
No
Prefer not
to answer
(N=1001)
(N=554)
(N=554)
(N=1001)

COVID-19 Improved Perception of
Telehealth
More than four-fifths of all respondents, 86.1%, indicated their perception of telehealth as a result of the COVID-19
pandemic is either “good, and improving” (46.2%) or “good, staying the same” (39.9%). More telehealth users (91.3%)
indicated having a positive perception of telehealth as a result of COVID-19 as compared to non-users (79.4%). More
than one-fifth of all respondents, 21.7%, indicated their perception of telehealth is based on the belief it “works well / is
easy to use / is beneficial.”
Please tell me which of the following reflects your perception
of telehealth as a result of the COVID-19 pandemic?
Please indicate why?
46.2%
39.9%
9.6%
4.4%
56.1%
35.2%
6.5%
2.2%
33.8%
45.6%
13.4%
7.2%
0.0%
25.0%
50.0%
75.0%
100.0%
Good,
and improving
Good,
staying the same
Poor,
staying the same
Poor,
and declining
Top Responses… %
Works well / is easy to use / is beneficial 21.7%
Don’t know / refused 11.5%
None / nothing 8.4%
Improving over time / becoming more familiar 8.4%
Prevents spreading / minimize exposure / safer 6.0%
More people using / meets needs / higher demand 5.6%
Advanced / developed technology / innovative 5.1%
Have not used / no knowledge 4.1%
Difficult to evaluate / diagnose / not hand’s on 3.9%
Prefer face to face / more personal 3.7%
(N=1001)
(N=1001)

Slide /© Community Health Center, Inc.
Segmented Demographic Findings
26
๏ 63.0% of respondents with a household income of greater than $150,000 have had a telehealth appointment,
compared to only 51.4% of respondents making less than $40,000.
๏ 7.6% of respondents making less than $40,000 do not have access to devices needed for a telehealth
appointment, compared to only 2.8% of respondents making $150,000 or more.
๏ More African American respondents had issues with telehealth being “hard to use / had problems connecting”
(19.0%) or they “didn’t have a private space for my appointment” (15.2%) compared to Hispanic (8.5% and
7.0%, respectively) or Caucasian respondents (6.4% and 5.6%, respectively).
๏ Hispanic respondents (39.4%) are more likely to prefer a telehealth appointment in the future over an in-
person appointment as compared to African American (32.9%) or Caucasian respondents (32.7%).
Additionally, those with a household income level of less than $40,000 (47.4%) were most likely to prefer a
telehealth appointment rather than an in-person appointment, while those making $150,000 or more were the
least likely (29.4%).
๏ However, Caucasian respondents (45.8%) are overall more likely to use telehealth in the future as compared
to Hispanic (36.1%) or African American respondents (35.8%). Additionally, respondents making $150,000 or
more were more likely (62.5%) to use telehealth in the future as compared to respondents with a household
income level of less than $40,000 (31.1%).

Dan Quatrocelli Senior Director, Research
dan@GreatBlueResearch.com
Catherine Veschi Project Manager
catherine@GreatBlueResearch.com
Michael Vigeant CEO
mjv@GreatBlueResearch.com
Courtney Cardillo Data Analyst
courtney@GreatBlueResearch.com
/GreatBlueRese
arch
@GBResearch
Glastonbury,
CT
860-740-4000

CHC 2020 Telehealth Research Study

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to CHC 2020 Telehealth Research Study

Similar to CHC 2020 Telehealth Research Study (20)

More from CHC Connecticut

More from CHC Connecticut (20)

Recently uploaded

Recently uploaded (20)

CHC 2020 Telehealth Research Study