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Comparisons of In-person and Telehealth Patient Experiences of Primary Care

The COVID-19 pandemic has transformed the delivery of healthcare with unprecedented speed. The successful deployment of telehealth during the crisis along with patient desires for more access and convenience are expected to result in continued demand for telehealth services into the future. Understanding the patient experience in this new landscape can help provider organizations identify best practices. Massachusetts Health Quality Partners, in partnership with Blue Cross Blue Shield of Massachusetts, conducted a pioneering statewide study to assess patients’ experiences with this new care paradigm. In this session, we will share findings from a commercial population (adult and child) survey that examined patient experiences with telehealth visits and in-person office visits. At the conclusion of this session, participants will be able to: 

  • Learn about differences in patient experiences by healthcare delivery modality 

  • Understand racial and ethnic inequities in patient experiences with telehealth 

  • Identify aspects of telehealth experience with the greatest heterogeneity across providers and potential for improvement


Mark Friedberg headshot
Mark Friedberg, MD, MPP, Senior Vice President, Performance Measurement and Improvement, Blue Cross Blue Shield of Massachusetts
Amy Stern headshot
Amy Stern, PhD, Director of Operations and Commercial Survey Programs, Massachusetts Health Quality Partners (MHQP)
Mark Friedberg headshot
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