Nearly half of adults who use telehealth face barriers to accessing services

A recent national poll from the PAN Foundation finds that nearly half (46 percent) of adults who have used telehealth services in the last year have experienced challenges accessing these services—most commonly because their health insurance requires prior authorization to receive telehealth services (17 percent). Additionally, telehealth usage is less common among people enrolled in Medicare, with two-thirds (63 percent) of Medicare beneficiaries reporting never using telehealth services in the past year.

Other findings include:

• Across all adults surveyed, just under half (44 percent) say they have used telehealth services in the past year. 
• The large majority (69 percent) of adults who have used telehealth services in the past year say their most recent telehealth appointment used both audio and video technology. 
• Nearly one-third of adults who use telehealth services say they do so to refill their prescriptions (30 percent), to address less serious health issues (28 percent), to access healthcare specialists (28 percent), and for mental health support (28 percent). 

“Our latest poll reveals that while many, including those on Medicare, use telehealth services, they continue to face barriers to access that must be addressed,” said Amy Niles, Chief Mission Officer at the PAN Foundation. “When a patient needs to refill a prescription or see a provider for a routine checkup, they should have the option to access these services through telehealth. This is especially true for those in rural and underserved areas, where telehealth services—including audio only options—can be a lifeline. As the telehealth flexibilities provided during the COVID-19 pandemic face a December 31, 2024, expiration date, PAN continues to call on Congress and the Centers for Medicare and Medicaid Services (CMS) to ensure these services are maintained and made permanent.”

When telehealth flexibilities are made permanent, and payment and regulatory barriers like prior authorization and in-person requirements are removed, more patients will be willing and able to utilize telehealth services to access much-needed care and maintain continuity of care. The PAN Foundation, alongside our partners and advocates, will continue to voice our support for expanding and protecting access to these vital services to create a healthcare system that is more accessible and equitable for all.

Polling methodology: This poll was conducted between April 5-7, 2024, among a sample of 2,202 adults. The interviews were conducted online, and the data were weighted to approximate a target sample of adults based on age, gender, race, educational attainment, region, gender by age, and race by educational attainment. Results from the full survey have a margin of error of plus or minus 2 percentage points.

About the PAN Foundation   

The PAN Foundation is an independent, national 501 (c)(3) organization dedicated to helping federally and commercially insured people living with life-threatening, chronic, and rare diseases with the out-of-pocket costs for their prescribed medications.   

Since 2004, we have provided more than 1.1 million underinsured patients with $4 billion in financial assistance. Partnering with generous donors, healthcare providers and pharmacies, we provide the underinsured population access to the healthcare treatments they need to best manage their conditions and focus on improving their quality of life. Learn more at panfoundation.org.