• Julia Chen, Kathleen Y Li, Juan Andino, Chloe E Hill, Sophia Ng, Emma Steppe, and Chad Ellimoottil.
• Institute for Healthcare Policy and Innovation, University of Michigan, Ann Arbor, USA. juliach@med.umich.edu.
• J Gen Intern Med. 2022 Apr 1; 37 (5): 1138-1144.

BackgroundMost health insurance organizations reimbursed both video and audio-only (i.e., phone) visits during the COVID-19 pandemic, but may discontinue phone visit coverage after the pandemic. The impact of discontinuing phone visit coverage on various patient subgroups is uncertain.ObjectiveIdentify patient subgroups that are more probable to access telehealth through phone versus video.DesignRetrospective cohort.PatientsAll patients at a U.S. academic medical center who had an outpatient visit that was eligible for telehealth from April through June 2020.Main MeasuresThe marginal and cumulative effect of patient demographic, socioeconomic, and geographic characteristics on the probability of using video versus phone visits.Key ResultsA total of 104,204 patients had at least one telehealth visit and 45.4% received care through phone visits only. Patient characteristics associated with lower probability of using video visits included age (average marginal effect [AME] -6.9% for every 10 years of age increase, 95%CI -7.8, -4.5), African-American (AME -10.2%, 95%CI -11.4, -7.6), need an interpreter (AME -19.3%, 95%CI -21.8, -14.4), Medicaid as primary insurance (AME -12.1%, 95%CI -13.7, -9.0), and live in a zip code with low broadband access (AME -7.2%, 95%CI -8.1, -4.8). Most patients had more than one factor which further reduced their probability of using video visits.ConclusionsPatients who are older, are African-American, require an interpreter, use Medicaid, and live in areas with low broadband access are less likely to use video visits as compared to phone. Post-pandemic policies that eliminate insurance coverage for phone visits may decrease telehealth access for patients who have one or more of these characteristics.© 2021. Society of General Internal Medicine.

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