Patel Milan, Miller Rebecca, Haddad Haley, An Larry, Devito Jessie, Neff Alison, Rajkumar Abishek, Ellimoottil Chad
Institute for Healthcare Policy and Innovation, University of Michigan, Ann Arbor, MI, USA.
University of Michigan Medical School, Ann Arbor, MI, USA.
Mhealth. 2021 Apr 20;7:22. doi: 10.21037/mhealth-20-30. eCollection 2021.
Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit.
We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges.
We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4).
While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges.
远程医疗正在被全国的医疗系统所采用，并且已经发现了视频问诊项目扩展的许多障碍。我们的研究通过检查患者在视频问诊过程中面临的技术挑战，聚焦于视频问诊技术的可用性。
我们对2019年1月31日至2019年7月31日期间接受密歇根医学视频问诊项目治疗的患者进行了一项调查。该视频问诊项目每年涵盖超过30个专科的1300多次问诊。在他们的视频问诊结束后，所有患者都被邀请通过患者门户网站参与我们的在线调查。该调查包括关于患者满意度、动机和技术挑战的问题。
我们收到了180名患者的回复（回复率为26%）。患者总体满意度较高；90%的受访者认为他们的视频问诊体验与面对面问诊相似，93.3%的受访者会推荐视频问诊。尽管满意度很高，但180名受访者中有36人（20.0%）在视频问诊过程中提到了技术问题：视频问题（n = 11）、音频问题（n = 5）、视频和音频问题（n = 2）、连接缓慢/中断（n = 7）、初始设置问题（n = 4）、等待时间长（n = 3）以及其他问题（n = 4）。
虽然大多数患者对他们的视频问诊报告了高度满意度，但仍有相当一部分患者继续遇到技术挑战。
