Ruiz-Romero Victoria, Martínez-Pillado Modesto, Torres-Domínguez Yolanda, Acón-Royo Dolores, De Toro-Salas Antonio, Cruz-Villalón Fernando, Rivera-Sequeiros Adriana
Hospital San Juan de Dios del Aljarafe. Bormujos. Sevilla. España.
Área Sanitaria de Pontevedra e O Salnés. Instituto de Investigación Galicia Sur. Pontevedra. España.
Rev Esp Salud Publica. 2021 Apr 16;95:e202104054.
To face the COVID-19 pandemic, our intensive care and hospitalization units were expanded, surgical activity was limited to urgent and non-delayed procedures and teleconsultations were increased in order to minimize face-to-face consultations. The objective of this work was to learn users' satisfaction with teleconsultations performed during the pandemic as well as its benefits, applications and areas for improvement.
Cross-sectional study through a questionnaire with 26 closed questions and 5 open ones, grouped in 9 dimensions: patient characteristics; the query; treatment; utility; resolution; security; satisfaction; face-to-face modality and opportunities for improvement. Necessary sample size: 307 (confidence: 95%; error: 3%; expected satisfaction: 92%). Definitive sample: 352. Stratified random sampling by specialty. Period: March 16th-May 25th 2020. The statistical analysis was done with the statistical program SPSS vs.27.0. 95% confidence intervals were calculated.Statistical significance was established at p<0.05.
Patient profile: age 54 (SD: 18.6) years; 213 (60.5%) women. Calls made by doctors (298; 84.7%) and nurses (15; 4.3%); 342 (97.2%) attended at home. Reasons: follow-up (223; 63.4%); first consultation (45; 12.8%); result's report (23; 6.5%) and manage an appointment (50; 14.2%). 29 (8.62%) were directed to another center. 335 (95.44%; 95% CI: 93.26%-97.62%) patients were satisfied and 309 (91.96%; 95% CI: 89.06%-94.87%) would recommend them. 351 (99.72%; 95% CI: 99.16%-99.99%) felt they were treated with kindness; 336 (95.96%; 95% CI: 93.81%-98.11%) considered sufficient care; 309 (95.96%; 95% CI: 93.81%-98.11%) were able to solve doubts; 311 (96.58%; 95% CI: 94.60%-98.57%) calmed down; for 245 (69.6%; 95% CI: 65.98%-74.67%) it was as useful as the face-to-face session; equally safe (240; 69.57%; 95% CI: 64.71%-74.42%) and beneficial (338; 96.02%; 95% CI: 94.25%-98.26%).
The high satisfaction expressed by users, the benefits verified and the high resolution of the teleconsultations, makes us consider expanding these services after the pandemic.
为应对新冠疫情，我们扩大了重症监护和住院病房，将外科手术活动限制在紧急和非延迟手术，并增加了远程会诊，以尽量减少面对面会诊。这项工作的目的是了解用户对疫情期间进行的远程会诊的满意度及其益处、应用和改进领域。
通过问卷调查进行横断面研究，问卷包含26个封闭式问题和5个开放式问题，分为9个维度：患者特征；咨询内容；治疗；效用；解决方式；安全性；满意度；面对面方式以及改进机会。所需样本量：307（置信度：95%；误差：3%；预期满意度：92%）。最终样本：352。按专业进行分层随机抽样。时间段：2020年3月16日至5月25日。使用统计软件SPSS 27.0进行统计分析。计算95%置信区间。设定p<0.05为统计学显著性。
患者概况：年龄54（标准差：18.6）岁；213名（60.5%）女性。由医生发起的呼叫（298次；84.7%）和护士发起的呼叫（15次；4.3%）；342名（97.2%）在家中接受会诊。原因：随访（223次；63.4%）；初次会诊（45次；12.8%）；结果报告（23次；6.5%）以及安排预约（50次；14.2%）。29名（8.62%）被转至其他中心。335名（95.44%；95%置信区间：93.26%-97.62%）患者表示满意，309名（91.96%；95%置信区间：89.06%-94.87%）会推荐远程会诊。351名（99.72%；95%置信区间：99.16%-99.99%）感觉受到了友善对待；336名（95.96%；95%置信区间：93.81%-98.11%）认为护理充分；309名（95.96%；95%置信区间：93.81%-98.11%）能够解决疑问；311名（96.58%；95%置信区间：94.60%-98.57%）情绪得以平复；对245名（69.6%；95%置信区间：65.98%-74.67%）患者而言，远程会诊与面对面会诊同样有用；安全性相当（240名；69.57%；95%置信区间：64.71%-74.42%）且有益（338名；96.02%；95%置信区间：94.25%-98.26%）。
用户表达的高度满意度、已证实的益处以及远程会诊的高解决率，使我们考虑在疫情后扩大这些服务。
