Photo credit: Getty Images
Insights into how young consumers feel about telehealth and health care payment
June 11, 2025
Telehealth is no longer a niche offering, especially for the youngest of adult consumers, according to a PYMNTS Intelligence survey of 2,021 U.S. consumers conducted in April 2025. The survey also provided data on how young consumers feel about paying for health care.
The following synthesis of the survey results, plus additional details and analysis, were posted to the company’s site HERE.
According to the results, about three in 10 Gen Z and millennial patients had their most recent health care visit done remotely, either by video call, phone or email. This marks a sharp generational divide: While 30% of Gen Z and 31% of millennials used telehealth for their latest visit, only 6% of baby boomers did the same.
The data, the latest in the “Generational Pulse” series, highlights that remote health care is especially popular for mental health services, with 52% of all such visits conducted remotely.
But services that are traditionally in-person are also taking on a virtual dimension. More than one-third of visits to retail health clinic visits, 21% to urgent care and even 15% of emergency room visits were handled remotely. Only specialty care remains predominantly in-person, with just 4% of such visits occurring virtually.
Other Articles to Explore
Pain Point
What’s striking about the digital healthcare revolution is how antiquated, often-manual billing systems haven’t kept up with advances in virtual diagnosis and treatment.
The report, “Why 30% of Gen Z and Millennials Use Telehealth — And What They Find Painful,” reveals that nearly 7 in 10 Gen Z patients (68%) encountered at least one issue when paying for their most recent health care service, compared to fewer than one in five baby boomers.
The most common snags included a lack of digital payment options at the provider’s office, insurance coverage hassles, unexpected charges and difficult-to-understand billing statements. These issues are most pronounced for emergency room visits and mental health services.
Why do Boomers and Older Seniors Report Fewer Payment Headaches?
The report suggests that Medicare’s streamlined payment process likely helps older consumers avoid many of these issues. In contrast, younger generations, who are more likely to be uninsured or reliant on private insurance, face a labyrinth of payment complexities.
According to the Centers for Disease Control and Prevention, 26 million Americans lacked health insurance in 2024, nearly all under the age of 65 — further compounding the payment friction for younger cohorts.
Payments also haven’t kept up with the digital revolution in patient portals, health apps and wearable devices. More than six in 10 consumers across all age groups report using digital tools such as online patient portals and health-tracking apps to manage or monitor their care and health.
Not surprisingly, younger consumers are the most avid, with at least three in four Gen Zers, zillennials, millennials and bridge millennials using at least one digital health tool in the past year.
Read other recent news in Review of Optometric Business
