A Year in Hybrid Care

Zocdoc Data Shows How Americans’ Healthcare Appointment Booking Trends Evolved Since The Early Days Of The COVID-19 Pandemic

“A Year in Hybrid Care” is a comprehensive data analysis of healthcare appointment booking trends from May 2020, the first full month Zocdoc facilitated video visit bookings, through May 2021.

The data shows how Zocdoc users’ appointment booking behavior changed as the COVID-19 pandemic evolved, beginning with an unprecedented shift toward virtual care in early 2020. Now, more than 170 million Americans have received at least one dose of a COVID-19 vaccine and people are beginning to resume many of their pre-pandemic activities, including returning to doctors’ offices.

To uncover insights regarding how users’ booking choices evolved throughout the pandemic, Zocdoc analyzed aggregated appointment booking data over the last year and uncovered three key trends:

Overall Percentage of Telehealth and In-Person Bookings

Telehealth / In-Person

National

In addition to a high-level analysis of appointment booking trends, Zocdoc took a deep dive into market and specialty specifics, and rebooking preferences. With few exceptions, there was a significant shift back to in-person care across specialties nationwide.

Percentage of In-Person Appointments in May 2020 versus May 2021

Offline-Online Continuity of Care

When looking at patients who booked a virtual visit with a new provider and then rebooked an in-person appointment at the same practice, there were three distinct groups of specialties with similar patterns of offline-online continuity of care:

We also took a look at patients who booked a virtual visit with a new provider and then rebooked a virtual visit at the same practice, and found three distinct groups of specialties with similar patterns of offline-online continuity of care:

Select States

The shift from telehealth back to in-person care, with the exception of mental health, was more pronounced in some states than others. Below is a snapshot of in-person appointment bookings in May 2020 and May 2021 in Florida, Illinois, New York, and Texas.

Florida: Percent of In-Person Appointments in May 2020 versus May 2021

Overall: 74% → 81%

By Specialty:

Illinois: Percent of In-Person Appointments in May 2020 versus May 2021

Overall: 69% → 91%

By Specialty:

New York: Percent of In-Person Appointments in May 2020 versus May 2021

Overall: 60% → 88%

By Specialty:

Texas: Percent of In-Person Appointments in May 2020 versus May 2021

Overall: 77% → 82%

By Specialty:

For more information, contact press@zocdoc.com. If you are a healthcare provider who wants to reach new patients and offer seamless access to care — in-person or virtually — you can learn more at zocdoc.com/join.

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Editor of Zocdoc Inc.

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