School of Public Health Sciences, University of Waterloo, 200 University Ave W, Waterloo, ON, N2L 3G1, Canada.
Seneca Libraries, Seneca College, 13990 Dufferin St, King City, ON, L7B 1B3, Canada.
BMC Health Serv Res. 2022 Apr 22;22(1):534. doi: 10.1186/s12913-022-07908-4.
The adoption of teleconsultation for outpatient neurology services was limited until the onset of the COVID-19 pandemic which forced many outpatient neurology services to rapidly switch to virtual models. However, it remains unclear how this change has impacted patients' and clinicians' perceptions of service quality. The purpose of this scoping review is to identify process factors that influence patients' and clinicians' experiences of outpatient teleconsultation services during COVID-19.
Arksey and O'Malley scoping review framework was used to search PubMed, Scopus, CINAHL, and PsycInfo for original peer-reviewed research studies that examined the experiences of synchronous teleconsultation between a clinician and patient in a home-setting since the World Health Organization announced the COVID-19 global pandemic. The service quality model SERVQUAL was used to conduct a deductive thematic analysis to identify the key factors that impacted the patients' and clinicians' perception of teleconsultation services.
A total of nineteen studies published between January 1, 2020, and April 17, 2021, were identified. The most common service process factors affecting the patients' and clinicians' experiences of teleconsultation were technical issues, addressing logistical needs, communication, ability to perform clinical activities, appropriate triage, and administrative support.
Our findings identified six key service process factors affecting the patients' and clinicians' teleconsultation experiences in outpatient neurology services. The need for improvement of triage process and standardizing administrative virtual care pathway are identified as important steps to improve patients and clinicians' teleconsultation experiences compared to pre-COVID era. More research is needed to assess outpatient neurology teleconsultation service quality from patients' and clinicians' perspectives.
在 COVID-19 大流行之前，远程门诊服务的采用受到限制，迫使许多神经内科门诊服务迅速转向虚拟模式。然而，目前尚不清楚这种变化如何影响患者和临床医生对服务质量的看法。本综述的目的是确定影响患者和临床医生在 COVID-19 期间对门诊远程咨询服务体验的过程因素。
采用 Arksey 和 O'Malley 范围综述框架，在 PubMed、Scopus、CINAHL 和 PsycInfo 上搜索自世界卫生组织宣布 COVID-19 全球大流行以来，临床医生和患者在家中进行同步远程咨询的原始同行评议研究。使用 SERVQUAL 服务质量模型进行演绎主题分析，以确定影响患者和临床医生对远程咨询服务感知的关键因素。
共确定了 19 项发表于 2020 年 1 月 1 日至 2021 年 4 月 17 日的研究。影响患者和临床医生远程咨询体验的最常见服务流程因素是技术问题、满足后勤需求、沟通、进行临床活动的能力、适当分诊和行政支持。
我们的研究结果确定了影响神经内科门诊远程咨询服务患者和临床医生体验的六个关键服务流程因素。需要改进分诊流程和规范行政虚拟护理途径，以改善患者和临床医生的远程咨询体验，与 COVID-19 前相比，这是重要步骤。需要更多研究来评估从患者和临床医生的角度来看待神经内科远程咨询服务质量。
