Generational Gaps Emerge in Telehealth Satisfaction

The J.D. Power 2023 U.S. Telehealth Satisfaction Study reveals a generational gap in telehealth satisfaction. While telehealth has become a convenient outlet for routine follow-ups, minor illness treatment, and mental health services, younger patients, especially Gen Y and Gen Z, report significantly higher satisfaction (714) compared to boomers and pre-boomers (671). The satisfaction gap is most pronounced in digital channels and appointment scheduling, indicating challenges for older users in adapting to telehealth’s digital interfaces. Convenience and quick access are the primary reasons patients choose telehealth. To improve satisfaction, providers should focus on enhancing technology accessibility and ease of use.