WAYSTAR SURVEY ANALYSIS

Waystar’s latest survey explores telehealth adoption from the healthcare provider and administrator perspectives. Respondents weighed in on the effects of COVID-19, challenges and opportunities in telemedicine, technology used and predictions for the future.

Despite a quick transition, providers are generally satisfied with their telehealth platforms

Most respondents—89%—report being satisfied or very satisfied with the telehealth technologies at their disposal, and only 3% report dissatisfaction. As later responses show, however, there are technology enhancements that could make the process even better.

Internet connection, logging in, patient communication and reimbursement represent the most commonly reported challenges

Internet connection problems lead the pack with nearly half of respondents reporting issues. Although about a third cited issues logging on and effective patient communications as challenges, only 11% report inadequate training or support. Perhaps expanded training could help offset login challenges and improve patient communication tactics.

Improving the login experience and connecting telehealth technology to revenue cycle technology would be helpful enhancements

The majority of respondents indicate that it would be very or somewhat helpful to be able to offer telehealth and execute key revenue cycle tasks—such as eligibility checks, patient cost estimates, payment collection and claim submission—within the same technology platform. Most also report wanting an easier login experience.

Most respondents are satisfied with payer reimbursement for telehealth as well as payer communications, but there is room to improve 

Although the largest group of respondents report being somewhat satisfied both with payer reimbursement and communicating with payers around new telehealth guidelines, only about a quarter report being very satisfied with reimbursement and 15% with communication. Roughly a third report feeling neutral to dissatisfied in both areas, indicating the opportunity to improve.

Views of the current and future states of telehealth are generally positive, with respondents overwhelmingly favoring an extension of CMS telehealth reimbursement beyond the COVID-19 crisis

Most respondents report that telehealth improves aspects of healthcare including access in rural communities and willingness to adopt new technologies. Likewise, although about a third believe further training is necessary, only a minority have concerns about billing fraud or need for more clinical staff.