webVisit^® Study Facts

Download an Executive Summary of the webVisit research study.

Overview

The RelayHealth webVisit Study was an independent research initiative conducted by University of California, Berkeley and Stanford University-based investigators and sponsored by RelayHealth. The study evaluated the effect of the RelayHealth^® secure online communication service on health care utilization/costs, patient satisfaction, and physician satisfaction.

Methods

The RelayHealth webVisit Study was conducted between February 2001 and May 2002. A total of 282 physicians and 3,688 patients participated. Researchers analyzed healthcare claims and associated costs for the treatment group and a matched control group. Telephone surveys measured physician and patient experience and satisfaction with the RelayHealth service.

Participants

Blue Shield of California, ConnectiCare, Silicon Valley Employers Forum, 10 major employers, 5 major medical groups, Cigna HealthCare, and Aetna.

Results Summary

Analysis of healthcare claims revealed a statistically and economically significant reduction in total cost of care within the RelayHealth treatment group as compared to matched controls (p< 0.01). In addition, physician and patient surveys showed that the majority of both doctors and patients found the service easy to use, satisfying, and preferable to an office visit for non-urgent health issues.

Health Care Utilization and Cost

The RelayHealth treatment group experienced statistically significant reductions in spending when compared to control group spending for the same period. Savings exceeded $1 per health plan member per month. This reduction was observed in both total spending (p < .01) and in physician office spending (p < .01). Measured reduction in hospital-based outpatient spending (i.e., for emergency room visits and other facility-based outpatient services) exceeded reductions in physician office spending, however this reduction was not statistically significant.

Physician Satisfaction

Participating physicians had an average age of 47. Sixty eight percent of participating physicians were male Sixty five percent were general practice, family practice, or internal medicine doctors; the rest were pediatricians (26%) or specialists (9%).

Findings:

63% of participating physicians were satisfied; 87% of participating physicians under 45 were satisfied; 100% of participating physicians with 30+ messages were satisfied
72% found the service easy to use and 55% found it easy to integrate into their routine
72% plan to keep using the service post-study (and have done so)
56% prefer a webVisit over an office visit for non-urgent problems

Patient Satisfaction

Participating patients had an average age of 38. Fifty-six percent of participating patients were female.