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
%
1 2 3
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%
1 2 3 4 5 6 7 8

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%
1 2 3 4 5 6 7 8 9
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%
1 2 3 4 5 6 7 8 9
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%
1 2 3 4 5 6 7 8
68.7%
11.7% 11.2%
3.1% 1.1% 0.5% 3.7%
0.0%
25.0%
50.0%
75.0%
100.0%
1 2 3 4 5 6 7

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%
1
2
3
4
5
6
Series1 Series2 Series3
(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%
1 2 3 4
43.6%
5.0%
6.8%
44.7%
1 2 3 4
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%
1
2
3
4
5
6
7
8
(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%
1 2 3 4
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%
1
2
3
4
5
6
7
Series1 Series2
Series3 Series4
(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%
1 2 3
4 5
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%
1
2
3
4
Series1 Series2
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%
1 2 3 4 5 6
(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%
1
2
3
4
5
6
7
8
Series1 Series2
Series3 Series4

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%
1
2
3
4
5
6
7
8
Series1 Series2
Series3 Series4
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%
1 2 3 4 5
(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%
1
2
3
4
5
6
7
(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%
1 2 3
Series3 Series2
Series1
As a parent, were you comfortable with
your child having a telehealth
appointment?
89.0%
11.0%
1 2
(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%
1 2 3 4
Series3
Series2
Series1
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%
1
2
3
4
5
6
7
8
9
Series1 Series2
Series3 Series4Medical
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%
1 2 3 4 5
(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%
1
2
3
4
5
6
7
8
13.9%
34.7%
12.1%
8.3%
31.1%
1 2 3 4 5
(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%
1
2
3
4
5
6
7
14.1%
27.5%
16.6%
22.8%
19.0%
1 2 3 4 5
(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%
1
2
3
4
5
6
7
8
9
10
11
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%
1 2 3 4
Series1 Series2
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%
1 2 3 4
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%
1 2
(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%
1
2
3
Series1
Have you
tested
positive for
COVID-19?
4.1%
92.5
%
3.4%
1 2
3
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%
1 2 3 4
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

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CHC 2020 Telehealth Research Study