Survey of Patient Experiences with Telehealth
MHQP developed and launched a first-in-the-nation survey focused on patient experience with telehealth in response to the massive shift to virtual care during the COVID-19 pandemic. The purpose of this effort is to benchmark patient experiences with telehealth services, provide data to establish improvement targets, and encourage provider organizations to identify best practices.
The survey instrument is based on the CAHPS Recent Visit Survey. The survey was fielded between November 2020 and February 2021.
This survey has been developed and conducted in partnership with Blue Cross Blue Shield of Massachusetts (BCBSMA). Given the pilot nature of the survey, BCBSMA has agreed to use the results only for low-stakes internal business needs, including information, planning, quality improvement and policy development.
The COVID-19 pandemic has transformed the delivery of healthcare with unprecedented speed. Almost overnight, federal and state regulatory agencies have enabled payers and providers to adopt the widespread use of telehealth for patient clinician visits. Understanding the patient experience in this new landscape and understanding how virtual care delivery is evolving to meet new expectations will enable payers and regulatory bodies to develop policies to guide effective growth and positive change.