Luna Paulina, Lee Megan, Vergara Greeno Rebeca, DeLucia Nikki, London Yollanda, Hoffman Pamela, Burg Matthew, Harris Kristie, Spatz Erica S, Mena-Hurtado Carlos, Smolderen Kim G
Yale University School of Medicine, New Haven, Connecticut, USA.
Yale University, New Haven, Connecticut, USA.
JAMIA Open. 2022 Oct 4;5(4):ooac079. doi: 10.1093/jamiaopen/ooac079. eCollection 2022 Dec.
COVID-19 accelerated telehealth use to ensure care delivery, but there is limited data on the patient perspective. This study aimed to examine telehealth visit uptake before and during COVID-19 and correlates of patient satisfaction and interest in future telehealth visits.
This was a cross-sectional observational study between October 2019 and April 2020. Participants included patients who completed satisfaction surveys following telehealth visits.
A total of 8930 patients completed the satisfaction survey using 4-point Likert Scales. Multivariable, hierarchical, cumulative logit models were constructed to examine correlates of satisfaction with quality of care and interest in future telehealth visits. Most patients were satisfied with the patient portal, video quality, and instructions (92.7%-96.8%). Almost half reported saving 1-2 h (46.9%). Correlates positively associated with quality of care and interest in future telehealth visits were ease of patient portal (odds ratio [OR], 1.43, 95% confidence interval [CI], 1.30-1.58; OR, 1.56, 95% CI, 1.41-1.73, respectively), video quality (OR, 1.62, 95% CI, 1.50-1.75; OR, 1.26, 95% CI, 1.16-1.37, respectively), instructions (OR, 5.62, 95% CI, 5.05-6.26; OR, 1.80, 95% CI, 1.62-2.01, respectively), and time saved (>4 h: OR, 1.69, 95%,CI, 1.22-2.34; OR, 3.49, 95% CI, 2.47-4.93, respectively). Being seen after the COVID-19 surge in telehealth (OR, 0.76, 95% CI, 0.63-0.93) or by providers with higher visit volume (OR, 0.71, 95% CI, 0.60-0.85) was associated with lower interest in future telehealth visits.
Patients expressed relatively high satisfaction levels with telehealth. Better technical quality, quality of instructions, and greater time saved were associated with higher satisfaction ratings. To maintain interest in future telehealth use and improve the patient experience, we must enhance the quality of telehealth delivery platforms and instructions provided to patients.
新冠疫情加速了远程医疗的使用以确保医疗服务的提供，但从患者角度来看的数据有限。本研究旨在调查新冠疫情之前及期间远程医疗就诊的接受情况以及患者满意度和对未来远程医疗就诊兴趣的相关因素。
这是一项2019年10月至2020年4月期间的横断面观察性研究。参与者包括在远程医疗就诊后完成满意度调查的患者。
共有8930名患者使用4点李克特量表完成了满意度调查。构建了多变量、分层、累积对数模型来研究护理质量满意度和未来远程医疗就诊兴趣的相关因素。大多数患者对患者门户、视频质量和说明感到满意（92.7%-96.8%）。近一半的患者表示节省了1-2小时（46.9%）。与护理质量和未来远程医疗就诊兴趣呈正相关的因素分别是患者门户的易用性（优势比[OR]，1.43，95%置信区间[CI]，1.30-1.58；OR，1.56，95%CI，1.41-1.73）、视频质量（OR，1.62，95%CI，1.50-1.75；OR，1.26，95%CI，1.16-1.37）、说明（OR，5.62，95%CI，5.05-6.26；OR，1.80，95%CI，1.62-2.01）以及节省的时间（>4小时：OR，1.69，95%，CI，1.22-2.34；OR，3.49，95%CI，2.47-4.93）。在远程医疗就诊量在新冠疫情期间激增之后就诊（OR，0.76，95%CI，0.63-0.93）或由就诊量较高的提供者诊治（OR，0.71，95%CI，0.60-0.85）与对未来远程医疗就诊的兴趣较低有关。
患者对远程医疗表示出相对较高的满意度。更好的技术质量、说明质量以及更多的时间节省与更高的满意度评分相关。为了保持对未来远程医疗使用的兴趣并改善患者体验，我们必须提高远程医疗服务平台的质量以及向患者提供的说明质量。
