The study found that patient confidence in visiting healthcare providers is increasing in May. The percentage of patients delaying appointments is at its lowest level. Most patients expect to resume regular in-office visits within the next 1-2 months. Comfort levels in visiting primary care physicians and specialists have also increased. The use of telemedicine has grown significantly during the pandemic with 30% of patients using it in the past 3 months. Over half of patients feel that some appointments can be replaced by telehealth.

1. COVID-19 Patient
Confidence Study
PUBLISHED BY HEALTHGRADES
IN PARTNERSHIP WITH INFOSURV
MAY 21, 2020

2. On March 27th, Healthgrades launched the COVID-19
Patient Confidence Study.
The goal of the study is to measure trends in patient
confidence during the COVID-19 pandemic in order to
provide forecasts of behavioral changes.
The study is conducted once per week and includes a
random sample of N=200 Americans across multiple
geographies, genders, and age ranges.
Background

3. Summary of Key Findings
COVID-19 had a dramatic impact on patient activity with healthcare providers
(HCPs), patient confidence in doing everyday activities and left patients uncertain
of when things will get somewhat normal.
The month of May is seeing patient confidence increase in key metrics:
• Lowest percentage of patients delaying HCP appointments (28%).
• Majority of patients (52%) expect to go to an HCP within two months.
• Expected near-term HCP visits are increasing to the highest level since the
study started.

4. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
4
Expected near-term HCP visits are at the highest recorded by the study with
most patients expecting in-office appointments to resume in 2 months or less.
Question: When do you think your regular, in-office appointment schedule is most likely to resume?
• 52% expect to resume in-office appointments in the next 1-2 months.
• Optimism is being driven by a shift in patients previously expecting normalcy
to resume in 3-6 months now believe it will resume in 1-2 months.
52% of expect to
resume in-office
appts in <2 Months
6% 2% 2% 4% 3% 5% 2% 3%
20%
9% 13% 12%
18% 14% 15% 15%
39%
50%
51%
43%
37% 40%
32% 30%
25% 32% 24%
29% 32% 28%
39% 36%
10% 7% 10% 10% 8% 10% 9% 12%
0% 1% 1% 3% 2% 3% 3% 4%
Mar27 (71) Apr2 (115) Apr9 (102) Apr16 (111) Apr23 (89) Apr30 (107) May7 (111) May14 (102)
Never More than 6 months from now 3-6 months 1-2 months In the next 15-30 days In the next 7-14 days
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

5. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
5
When patients “feel they are sick,” they are more confident than they were even in late March.
Question: For each [activity potentially impacted by COVID-19], tell us if you think you’ll do more or do less of these
things in the future: “Visit my doctor when I’m feeling sick”
9%
10%
10%
8%
9%
6%
5%
3%
11%
13%
11%
14%
11%
16%
14%
12%
48%
47%
58%
44%
52%
48%
53%
55%
16%
17%
11%
22%
16%
20%
15%
20%
16%
13%
11%
12%
12%
9%
13%
11%
32%
30%
22%
34%
28%
29%
28%
31%
Mar27 (195)
Apr2 (251)
Apr9 (209)
Apr16 (204)
Apr23 (205)
Apr30 (203)
May7 (209)
May14 (212)
A lot less A little less About the same A little more A lot more
12%
8%
1%
12%
8%
6%
10%
16%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
Mar27
(195)
Apr2
(251)
Apr9
(209)
Apr16
(204)
Apr23
(205)
Apr30
(203)
May7
(209)
May14
(212)
Expected HCP visits are at its highest since the start of the study.
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

6. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
6
The last two weeks saw the lowest percent of patients delaying discussing a
condition with an HCP since late March.
Question: Are you currently delaying visiting a doctor to discuss a condition as the result of COVID-19? (% Yes)
72% of patients are not delaying visiting a doctor to discuss a condition as a result of COVID-19.
28% 29%
30%
32%
35%
37%
26%
28%
Mar27 (195) Apr2 (251) Apr9 (209) Apr16 (204) Apr23 (205) Apr30 (203) May7 (209) May14 (212)
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

7. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
7
Of the 28% of the population delaying doctor visits, 68% are delaying
appointments regarding existing conditions.
Question: Thinking about the visits you are currently delaying, which best describes the condition you’d like to discuss
with your healthcare provider?
Existing condition treatment has consistently been delayed through the COVID-19 crisis.
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

8. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
8
For the last two weeks, Americans have felt more comfortable visiting their PCP
tomorrow than they have since late March.
Question: Thinking about your primary care provider, how comfortable would you be visiting their office tomorrow
for a check-up?
Confidence in going to a PCP is increasing; moving from “somewhat uncomfortable” to
“somewhat comfortable.”
27%
31%
36%
34%
31%
35%
19%
23%
26%
24%
24%
26%
29%
26%
32%
28%
21%
26%
25%
24%
23%
22%
26%
24%
27%
20%
16%
17%
17%
17%
23%
26%
48%
46%
40%
40%
40%
39%
50%
50%
Mar27 (179)
Apr2 (235)
Apr9 (192)
Apr16 (193)
Apr23 (191)
Apr30 (198)
May7 (194)
May14 (208)
Primary Care Provider
-5%
-9%
-20%
-19%
-20% -22%
-1% -1%
-25%
-20%
-15%
-10%
-5%
0%
Mar27
(179)
Apr2
(235)
Apr9
(192)
Apr16
(193)
Apr23
(191)
Apr30
(198)
May7
(194)
May14
(208)
Net Difference (Comfortable - Uncomfortable)
Very ComfortableSomewhat Comfortable
Very Uncomfortable Somewhat Uncomfortable
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

9. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
9
Question: Thinking about the medical specialist you visit most often (e.g., cardiologist, endocrinologist, etc.), how
comfortable would you be visiting their facility tomorrow for treatment?
Visiting a specialist tomorrow is showing an equal rebound with 52% of people
feeling comfortable with an appointment.
The past 3 weeks have seen material growth in patient comfort visiting a specialist and
declines in the number of people feeling “very uncomfortable.”
29%
30%
34%
30%
32%
28%
19%
18%
22%
24%
28%
26%
30%
28%
30%
30%
27%
29%
25%
28%
24%
25%
32%
30%
22%
18%
13%
17%
15%
20%
19%
22%
48%
46%
38%
45%
39%
45%
51%
52%
Mar27 (170)
Apr2 (222)
Apr9 (180)
Apr16 (176)
Apr23 (179)
Apr30 (188)
May7 (182)
May14 (190)
Medical Specialist
-4%
-7%
-24%
-10%
-23%
-11%
1%
3%
-30%
-25%
-20%
-15%
-10%
-5%
0%
5%
Mar27
(170)
Apr2
(222)
Apr9
(180)
Apr16
(176)
Apr23
(179)
Apr30
(188)
May7
(182)
May14
(190)
Net Difference (Comfortable - Uncomfortable)
Very ComfortableSomewhat Comfortable
Very Uncomfortable Somewhat Uncomfortable
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

10. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
10
Question: Thinking about your preferred urgent care provider or facility, how comfortable would you be visiting their facility
tomorrow for treatment?
Patients are the least confident visiting an urgent care clinic compared to their
PCP or specialist, with levels of comfort increasing but at a lower rate.
Very ComfortableSomewhat Comfortable
Very Uncomfortable Somewhat Uncomfortable
Urgent care visits are the only healthcare category studied that is still lower than the March 27th
comfort level.
36%
38%
43%
37%
41%
35%
30%
32%
22%
27%
25%
26%
25%
27%
34%
31%
23%
22%
21%
24%
25%
21%
21%
25%
19%
13%
11%
13%
9%
17%
15%
13%
42%
35%
32%
36%
34%
38%
36%
38%
Mar27 (181)
Apr2 (231)
Apr9 (196)
Apr16 (190)
Apr23 (190)
Apr30 (195)
May7 (195)
May14 (200)
Urgent Care Provider
-16%
-30%
-36%
-27%
-32%
-24%
-27%
-25%
-40%
-35%
-30%
-25%
-20%
-15%
-10%
-5%
0%
Mar27
(181)
Apr2
(231)
Apr9
(196)
Apr16
(190)
Apr23
(190)
Apr30
(195)
May7
(195)
May14
(200)
Net Difference (Comfortable - Uncomfortable)
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

11. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
11
Telemedicine has been steadily increasing since the start of the COVID-19 crisis.
Note: Respondents were first asked if they had participated in an appointment in the last 3 months. Those who answered “no”
were asked if they had participated in an appointment in 2020. These two questions are combined on the chart above.
Question: Have you participated in a medical appointment via your mobile device/phone or computer [in the past
3 months/in 2020] – either for yourself or a loved one? (% Yes)
30% of the respondents have participated in telemedicine in the past 3 month, 2.5X more
than before the pandemic.
12%
18%
21%
18%
25%
30%
25%
30%4%
2%
2%
4%
3%
3%
3%
4%
Mar27 (195) Apr2 (251) Apr9 (209) Apr16 (204) Apr23 (205) Apr30 (203) May7 (209) May14 (212)
Participated in the past 3 months Participated in 2020, but not in the past 3 months
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

12. Copyright 2017 Healthgrades Operating Company, Inc. All Rights Reserved.
12
Over half of participants feel that telehealth can replace some or all of in-person
appointments.
9% 10%
16% 16% 14% 15% 18% 17%
19%
31%
28% 24% 29% 22%
23% 28%
60%
43%
48%
47% 43% 52% 44%
50%
13% 16%
8%
14% 14% 11% 14%
6%
Mar27 (195) Apr2 (251) Apr9 (209) Apr16 (204) Apr23 (205) Apr30 (203) May7 (209) May14 (212)
Phone/computer should replace ALL in-person appointments
Phone/computer should be used to replace SOME in-person appontments
Phone/computer should replace in-person appointments in SPECIAL CIRCUMSTANCES
Phone/computer should NEVER replace in-person appointments
Question: Which of these best describes how you feel about participating in medical appointments via
mobile device/phone or computer, in general?
83% of respondents think that medical appointments can be done via mobile device and/or
computer.
COVID-19 Patient Confidence Study
Healthgrades | Infosurv Research

13. Appendix

14. Copyright 2020 Healthgrades Operating Company, Inc. All Rights Reserved.
14
Appendix: Respondent Characteristics
Region Mar27 Apr2 Apr9 Apr16 Apr23 Apr30 May7
Northeast 19% 20% 21% 18% 21% 21% 19%
Southeast 25% 29% 28% 25% 26% 26% 25%
Midwest 22% 18% 19% 22% 21% 16% 23%
Southwest 14% 12% 12% 13% 14% 13% 12%
West 21% 20% 21% 22% 17% 24% 22%
Gender Mar27 Apr2 Apr9 Apr16 Apr23 Apr30 May7
Male 47% 50% 48% 48% 53% 47% 49%
Female 53% 50% 52% 52% 47% 52% 50%
Age Mar27 Apr2 Apr9 Apr16 Apr23 Apr30 May7
18-24 13% 9% 8% 20% 13% 13% 17%
25-29 9% 8% 11% 7% 10% 7% 9%
30-34 8% 11% 12% 13% 11% 10% 10%
35-39 10% 10% 11% 8% 10% 9% 8%
40-44 5% 8% 7% 3% 6% 9% 7%
45-49 9% 8% 9% 11% 11% 10% 8%
50-54 11% 9% 11% 11% 8% 10% 6%
55-59 12% 9% 8% 8% 13% 8% 9%
60-64 11% 12% 10% 8% 7% 7% 7%
65-69 5% 7% 10% 5% 5% 8% 9%
70-74 4% 6% 1% 5% 3% 4% 7%
75-79 1% 2% 2% 1% 1% 2% 2%
80+ 2% 1% 1% <1% 1% <1% 1%
Household Income Mar27 Apr2 Apr9 Apr16 Apr23 Apr30 May7
Under $25,000 20% 21% 17% 21% 21% 15% 14%
$25,000 - $49,999 25% 28% 25% 27% 25% 29% 36%
$50,000 - $74,999 25% 16% 23% 20% 17% 23% 19%
$75,000 - $99,999 12% 14% 13% 13% 13% 16% 11%
$100,000 - $124,999 8% 6% 9% 8% 8% 3% 4%
$125,000 - $149,999 2% 4% 2% 4% 4% 7% 6%
$150,000 or more 5% 6% 5% 5% 7% 5% 3%
Prefer not to answer 3% 6% 5% 2% 5% 1% 5%