One in Five Consumers Would Switch to a Doctor that Offers Telehealth Visits

New Consumer Telehealth Survey from American Well reveals key trends about consumer interest in telehealth for primary and chronic care

BOSTON (January 23, 2017) – American Well, the leading telehealth company and partner to more than 70 U.S. health systems, today released the results of its Telehealth Index: 2017 Consumer Survey which found that 20 percent  of consumers would switch their current primary care provider (PCP) if another PCP in their area offered telehealth visits, among other findings.

American Well commissioned Harris Poll to conduct two surveys online in late 2016 to measure consumer perceptions and experiences with telehealth. Among those who have a PCP, 65 percent are interested in seeing their PCP over video. Parents with children under 18 are even more likely to say they’re interested, with 74 percent interested in seeing their PCP through telehealth. 20 percent of consumers are willing to switch to a PCP that does offer telemedicine visits.

“Consumers are clearly interested in more convenient access to healthcare – and increasingly, they are even willing to switch providers to get internet video service. Not only that, but consumers are willing to try telehealth for many needs – from chronic conditions to post-discharge follow up,” said Mary Modahl, Chief Marketing Officer, American Well. “Health systems and provider groups must take note; if you haven’t already, 2017 is the year to put a secure telehealth platform in place.”

In addition to consumer interest in PCPs that offer telehealth, below are five fast facts from the survey report:

  1. Today, 50 million U.S. consumers would switch providers to one that offers telehealth.* [Tweet it]
  2. Willingness to switch to a doctor that offers telehealth is highest among parents of children under age 18 and 35-44 year olds. [Tweet it]
  3. 60 percent of consumers who are willing to have an online telehealth visit would see a doctor online for help managing a chronic condition. [Tweet it]
  4. 67 percent of adults ages 45-64 who are willing to have an online telehealth visit would see a doctor online for help managing a chronic condition. [Tweet it]
  5. 79 percent of consumers currently caring for an ill or aging relative say a multi-way video telehealth service would be helpful. [Tweet it]

Other topics and key findings addressed in the Telehealth Index: 2017 Consumer Survey include: consumer attitudes about routine care; emerging telehealth use cases they are most excited about; consumer preference for video; and implications of the data for employers, health systems and health plans.

To access the full consumer survey report, visit


These surveys were conducted online within the United States by Harris Poll on behalf of American Well from August 19-23, 2016 among 2,100 adults ages 18 and older and September 28-30, 2016 among 2,007 adults ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated.

About American Well

American Well uses telehealth to improve people’s access to quality care. Through our partnerships with the nation’s largest health systems, insurers, employers, and retailers, our award-winning telehealth Exchange and our direct-to-consumer service, Amwell™, we connect millions of Americans to the doctors they trust for live video visits. Through the power of telehealth, we help patients get the care they need in a timely fashion, and help doctors be there for their patients. We build technologies to make healthcare go where people need it most. For more on how we are changing healthcare delivery through telehealth, visit 

American Well and Amwell are registered trademarks or trademarks of American Well Corporation in the United States and other countries. All other trademarks used herein are the property of their respective owners.

*Numbers were calculated in the following way:
323M (U.S. Population, U.S. Census Bureau, 2016) x 77% (U.S. Adult Population, U.S. Census Bureau, 2016) x 20% (Consumers with a PCP who would switch PCP for video visits, American Well 2017 Consumer Survey) = 50M consumers

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