This study looks at the authentic emotional responses of patients regarding Telehealth through revolutionary voice capture and analytics. It reveals fresh insights on telehealth including positives, negatives, and propensity to use during Covid-19 and beyond.
The study used the data gathered after surveying 494 patients and caregivers representing more than 114 diseases. Sixty-five percent of the respondents participated in Telehealth in the last 3 months.
Participants were given an option between typing and stating their responses out loud; 54% percent chose to answer by voice.
Summary
Telehealth participation
The majority of the people surveyed expressed that they expect to participate in Telehealth more, both during and after Covid-19.
Ninety-three percent of those who have participated in Telehealth reported that they are likely to partake in another session during Covid-19. While 86% of those who have not experienced the technology said they are likely to engage in their first session during Covid-19.
In addition, most respondents reported that they predict Telehealth will replace some or most in-person appointments.
Pros and cons of Telehealth
Safety, convenience, and time savings were voted the top reasons for Telehealth usage.
Overall, patients expressed strong support for Telehealth. The study showed an 8.5 out of 10 average respondent rating for most recent Telehealth experiences.
However, despite mainly positive responses to virtual care, there are still patients who have yet to experience it for varying reasons.
Over 46% report that lack of precision vs. in-person is the main reason preventing the use of Telehealth with technology glitches and insurance coverage following suit.
The power of voice data
Out of all the voiced responses in this study, more than 46% were significantly longer and more detailed than typed responses.
Using audio responses, the study aimed to show data visualizations of the emotion hidden in human speech. By analyzing patterns of feelings and repetition in voice data, the study suggests that emotion often conveys more than what is expressed in words.
To illustrate, the study measured high levels of happiness when respondents spoke about the pros of Telehealth including safety, convenience, and time savings. Similarly, high levels of anxiety were observed in audio responses related to its cons such as lack of precision vs in-person, technology glitches, and insurance coverage.
The study also reveals how emotions enhance word repetition. Several times throughout the study, stream of consciousness-style input and repetition triggered strong feelings and deep concern.
Conclusion
Overall, Telehealth is here to stay long after the pandemic. Looking at the results, the majority of patients and caregivers alike are in favor of the shift towards virtual health care. That said, health care providers must address pain points and concerns accordingly.
The study also highlights how voice data provides valuable new insights for the field of medicine. Making the effort to know patients on a deeper, more emotional scale results in more effective health care and business decisions.
