Apr 8, 2021

SYKES report finds US patients satisfied with telehealth

virtual consultation
Leila Hawkins
2 min
SYKES report finds US patients' satisfied with telehealth
SYKES' latest survey reveals that US patients are willing to access healthcare more frequently thanks to telehealth...

A new survey by multinational IT provider SYKES has found that a majority of people in America who have tried telehealth during the pandemic believe it makes it easier to access medical care, and will actually access healthcare more frequently now that they can do so virtually. 

SYKES’ second annual report “How Americans Feel About Telehealth: One Year Later,” shares insights from a survey of 2,000 US adults regarding how their experiences with telehealth have changed over the past year.

The main findings of the survey include: 

  • Before the pandemic, 66% of all respondents were doubtful of the quality of care someone could receive in a telehealth appointment, however 80% of all respondents now believe people can receive quality care through telehealth.
  • 31% of respondents who tried telehealth during the pandemic feel their physician is more empathetic via telehealth compared to an in-person clinic appointment.
  • 86% of respondents who tried telehealth during the pandemic believe telehealth makes it easier to get the medical care they need.
  • 52% of respondents who tried telehealth during the pandemic report seeing their physician more often now that they have the option for telehealth appointments.
  • 19% of all respondents worry about the privacy of their personal health information with telehealth.

A.J. Hanna, Vice President for Client Advocacy at SYKES, says that people's satisfaction with telehealth has jumped. “In March 2020, 60% of Americans indicated the pandemic increased their willingness to try telehealth - one year later, the number of Americans who said COVID-19 made them more willing to try telehealth jumped significantly to 77%.” 

“While telehealth usage has surged this past year, our research makes it clear that Americans’ positive experiences with telehealth have also greatly increased. Our respondents told us that telehealth has made it easier for them to get the medical care they need, they meet with their physicians more often now that they have the option for virtual appointments, and an overwhelming majority plan to continue using telehealth even after the pandemic ends.” 

To read the full report, visit https://www.sykes.com/resources/reports/how-americans-feel-about-telehealth-now 

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Jun 14, 2021

Zoom enters the healthcare market - a timeline

3 min
We chart Zoom's rise and entrance into the healthcare market

Since the pandemic began Zoom has become an integral part of daily life for people working from home, as well as a vital tool for families and friends to communicate. However it's also been eyeing up the healthcare space since 2017, and following the boom in telehealth the company has been rolling out additional services. Here we chart Zoom's move into healthcare. 

2011 - 2013

Zoom is founded in San Jose, California, by Eric Yuan, formerly of Cisco. He got the idea to create a video calling platform from his visits to his girlfriend while he was a student, which would take 10 hours by train. 

A beta version is released in 2012, which can host up to 15 participants. In 2013 this rises to 25. By mid-2013, Zoom has 1 million users. 

2014 - 2017

Zoom attracts investors, including Sequoia Capital, Emergence and Horizon Ventures. By January 2017, Zoom has a series D funding worth $100 million.

2017 - 2019

Zoom for Telehealth launches, including an integration with EHR system Epic. It has cloud-based video, audio, and content sharing features, a "waiting room" for patients, and can easily be integrated into healthcare provider's workflows. 

In 2019 Zoom goes public, with its IPO rising 72% in one day. 


As a result of the pandemic, Zoom gains 2.2 million new users, more than in the whole of 2019. On the 23rd of March alone - the day the UK lockdown was announced - the platform was downloaded 2.13 million times around the world. 

Share prices rise to around $150, and founder and chief executive Eric Yuan becomes one of the world's richest people, with an estimated net worth of $7.9 billion. 

Early security issues are addressed by encrypting data with the Advanced Encryption Standard (AES). By now the the platform allows 99 people to be on a call simultaneously
New features launch, including Zoom Home and Zoom for Chats. Throughout the year the platform is used to replace most kinds of real life events: work meetings, online classrooms, church services and social events. 


Renamed Zoom for Healthcare, users can share secured video, audio, and content through desktops, mobile phones, and conference devices. As well as Epic, it can be integrated with Strmr, IntakeQ, and Practice Better.

It can also be used with diagnostic cameras and other point-of-care devices, including digital stethoscopes.

In an interview with Korea Biomedical Review, Zoom Global Healthcare Lead Ron Emerson said: "Our service is not simply a virtual care and telemedicine platform but a multi-purpose platform that can satisfy the needs of healthcare institutions."

"It can be used for administrative tasks, including telemedicine, medical team meetings, recruitment, medical education, employee training, and disease prevention. Analysing electronic records managed by Zoom could provide meaningful insights into patient care." 

Phoenix Children's Hospital, Belfast's Hospital Services Limited, Butler Health Services and the global Project ECHO are among Zoom for Healthcare's current customers. 

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