@Article{info:doi/10.2196/22727,
author="Uscher-Pines, Lori
and Thompson, James
and Taylor, Prentiss
and Dean, Kristin
and Yuan, Tony
and Tong, Ian
and Mehrotra, Ateev",
title="Where Virtual Care Was Already a Reality: Experiences of a Nationwide Telehealth Service Provider During the COVID-19 Pandemic",
journal="J Med Internet Res",
year="2020",
month="Dec",
day="15",
volume="22",
number="12",
pages="e22727",
keywords="telehealth; telemedicine; COVID-19; pandemic; infectious disease; virus; United States",
abstract="Background: The COVID-19 pandemic has led to an increase in the use of and demand for telehealth services. Objective: Here, we describe the utilization of telehealth services provided by Doctor On Demand, Inc., a well-known telehealth company in the United States, before and during the COVID-19 pandemic. We also explore how the number of virtual visits, reasons for visits, and patients served changed over time. Methods: We reported data as a percentage change from the baseline week during 2 distinct time periods: February-June 2019 and February-June 2020 based on 4 categories of visits: respiratory illness, unscheduled behavioral health, scheduled behavioral health, and chronic illness. Results: In 2020, the total visit volume increased considerably from March through April 7, 2020 (59{\%} above the baseline) and then declined through the week of June 2 (15{\%} above the baseline). Visits for respiratory illnesses increased through the week of March 24 (30{\%} above the baseline) and then steadily declined through the week of June 2 (65{\%} below the baseline). Higher relative increases were observed for unscheduled behavioral health and chronic illness visits through April (109{\%} and 131{\%} above the baseline, respectively) before a decline through the week of June 2 (69{\%} and 37{\%} above the baseline, respectively). Increases in visit volume among rural residents were slightly higher than those among urban residents (peak at 64{\%} vs 58{\%} above the baseline, respectively). Conclusions: Although this telehealth service provider observed a substantial increase in the volume of visits during the COVID-19 pandemic, it is interesting to note that this growth was not fueled by COVID-19 concerns but by visits for behavioral health and chronic illness. Telehealth services may play a role as a ``safety valve'' for patients who have difficulty accessing care during a public health emergency. ",
issn="1438-8871",
doi="10.2196/22727",
url="https://www.jmir.org/2020/12/e22727",
url="https://doi.org/10.2196/22727",
url="http://www.ncbi.nlm.nih.gov/pubmed/33112761"
}