新冠疫情大规模远程医疗阶段对终端用户满意度的影响。
Effect of the COVID-19 induced phase of massive telehealth uptake on end-user satisfaction.
机构信息
Department of Paediatric Surgery and Telehealth, Monash Children's Hospital, Melbourne, Victoria, Australia.
Departments of Paediatrics and Surgery, School of Clinical Sciences, Faculty of Medicine, Nursing and Health Sciences, Monash University, Melbourne, Victoria, Australia.
出版信息
Intern Med J. 2021 Feb;51(2):206-214. doi: 10.1111/imj.15222.
BACKGROUND
COVID-19 has resulted in a massive increase in telehealth utilisation.
AIMS
To determine the user and clinician satisfaction during this period and compare to a pre-COVID-19 cohort.
METHODS
A prospectively collected voluntary questionnaire following the telehealth appointment at a tertiary-level hospital with all adult and paediatric-based specialities was conducted over two time periods: COVID-19 (16 March 2020 to 15 April 2020) and pre-COVID-19 (1 January 2019 to 31 December 2019). There were four groups of participants: patients; parents; adult-based clinicians; and paediatric-based clinicians. The outcomes assessed included perceived standard of care, willingness for repeat telehealth consultations, and patient and parental perceptions of safety.
RESULTS
Five thousand and thirty-three telehealth consultations occurred in the COVID-19 period with 1757 questionnaires completed, compared to 1917 consultations with 271 questionnaires completed in the pre-COVID-19 period. Clinicians were more likely to have previously used telehealth in both time periods than end-users. In COVID-19, 1240 actual onsite hospital outpatients' visits were prevented. All groups reported a good overall impression of the telehealth quality; patients/parents scored higher compared to clinicians: 3.6/4 versus 3.3/4, P = 0.02 (pre-COVID-19) and 3.3/4 versus 2.8/4, P = 0.001 (COVID-19). The majority of patients and parents (90%, 1379/1528) felt safer by having a telehealth appointment compared to a face-to-face appointment in the COVID-19 pandemic. All participant groups reported an overall good standard of care, good levels of engagement and were strongly willing to use telehealth again in both of the study time periods. Patients and parents consistently rated higher than clinicians.
CONCLUSIONS
During a rapid increase in its utilisation and scope due to the COVID-19 pandemic, telehealth was generally well accepted by patients, parents and clinicians, which was consistent with pre-COVID-19 experiences.
背景
COVID-19 导致远程医疗的使用大幅增加。
目的
在此期间确定用户和临床医生的满意度，并与 COVID-19 之前的队列进行比较。
方法
在一家三级医院对所有成人和儿科专业进行远程医疗预约后，前瞻性地收集了一份自愿问卷，该问卷在两个时间段内进行：COVID-19（2020 年 3 月 16 日至 2020 年 4 月 15 日）和 COVID-19 之前（2019 年 1 月 1 日至 2019 年 12 月 31 日）。参与者分为四组：患者；家长；成人临床医生；和儿科临床医生。评估的结果包括感知的护理标准、重复远程医疗咨询的意愿以及患者和家长对安全性的看法。
结果
在 COVID-19 期间进行了 5033 次远程医疗咨询，完成了 1757 份问卷，而在 COVID-19 之前进行了 1917 次咨询，完成了 271 份问卷。在这两个时间段内，临床医生比最终用户更有可能之前使用过远程医疗。在 COVID-19 期间，避免了 1240 例实际的门诊医院就诊。所有组都对远程医疗质量有很好的总体印象；患者/家长的评分高于临床医生：3.6/4 对 3.3/4，P = 0.02（COVID-19 之前）和 3.3/4 对 2.8/4，P = 0.001（COVID-19）。与面对面预约相比，大多数患者和家长（90%，1379/1528）在 COVID-19 大流行期间通过远程医疗预约感到更安全。所有参与组均报告总体护理标准良好，参与度高，并且强烈愿意在两个研究时间段内再次使用远程医疗。患者和家长的评分始终高于临床医生。
结论
在 COVID-19 大流行期间，远程医疗的使用和范围迅速增加，患者、家长和临床医生普遍接受，这与 COVID-19 之前的经验一致。
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