Factors Associated with Incomplete Telemedicine Visits at an Virtual Urgent Care Center

Virtual care utilization has exponentially grown since the onset of the pandemic. However, unknown are the factors associated with incomplete virtual care visits. The purpose of this study is to investigate the factors associated with telemedicine call drops. We utilized an on-demand virtual urgent care service to examine the differences between completed and uncompleted visits. We conducted a cross-sectional study of 22,721 telemedicine encounters. We found that older adults were associated with higher rates of completing telemedicine visits, with higher odds with telephone visits. This study adds new knowledge about the factors that may lead to unsuccessful virtual care visits, which is of interest to policy makers.