Söderberg Daniel, Bonn Stephanie E, Sjöblom Linnea, Dahlgren Anna, Muli Irene, Amer-Wåhlin Isis, Bertilson Bo C, Farrokhnia Nasim, Hvitfeldt Helena, Taloyan Marina, Hägglund Maria, Trolle Lagerros Ylva
Division of Clinical Epidemiology, Department of Medicine (Solna), Karolinska Institutet, Karolinska University Hospital, Solna, Stockholm, Sweden.
Participatory eHealth and Health Data Research Group, Department of Women's and Children's Health, Uppsala University, Uppsala, Sweden.
J Gen Intern Med. 2024 Nov;39(15):2881-2887. doi: 10.1007/s11606-024-08781-z. Epub 2024 May 17.
There is a lack of research comparing patient experience and to what extent patients' care needs are fulfilled in telemedicine compared to in-person care.
To investigate if patient experience and fulfillment of care needs differ between video and chat visits with direct to consumer telemedicine providers compared to in-person visits.
Cross-sectional study.
Adults visiting a primary care physician in person or via chat or video in Region Stockholm, Sweden, October 2020-May 2021.
Patient-reported visit experience and fulfillment of care needs.
The sample included 3315 patients who had an in-person (1950), video (844), or chat (521) visit. Response rates were 42% for in-person visitors and 41% for telemedicine visitors. Patients were 18-97 years old, mean age of 51 years, and 66% were female. In-person visitors reported the most positive patient experience ("To a very high degree" or "Yes, completely") for being listened to (64%), being treated with care (64%), and feeling trust and confidence in the health care professional (76%). Chat visitors reported the most positive patient experience for being given enough time (61%) and having care needs fulfilled during the care visit (76%). Video visitors had the largest proportion of respondents choosing "To a very low degree" or "No, not at all" for all visit experience measures. There were statistically significant differences in the distribution of visit experiences between in-person, video, and chat visits for all visit experience measures (P < 0.001).
Video visits were associated with a more negative visit experience and lower fulfillment of care needs than in-person visits. Chat visits were associated with a similar patient experience and fulfillment of care needs as in-person visits. Chat visits may be a viable alternative to in-person visits for selected patients.
与面对面护理相比，缺乏关于远程医疗中患者体验以及患者护理需求在多大程度上得到满足的研究。
调查与面对面就诊相比，直接面向消费者的远程医疗服务提供者进行视频和聊天就诊时患者体验和护理需求的满足情况是否存在差异。
横断面研究。
2020年10月至2021年5月在瑞典斯德哥尔摩地区亲自就诊或通过聊天或视频就诊于初级保健医生的成年人。
患者报告的就诊体验和护理需求的满足情况。
样本包括3315名进行了面对面就诊（1950人）、视频就诊（844人）或聊天就诊（521人） 的患者。面对面就诊者的回复率为42%，远程医疗就诊者的回复率为41%。患者年龄在18至97岁之间，平均年龄51岁，66%为女性。面对面就诊者在被倾听（64%）、得到悉心治疗（64%）以及对医护人员感到信任（76%）方面报告了最积极的患者体验（“非常高程度”或“是，完全是”）。聊天就诊者在获得足够时间（61%）以及在护理就诊期间护理需求得到满足（76%）方面报告了最积极的患者体验。对于所有就诊体验指标，视频就诊者中选择“非常低程度”或“不，完全没有”的受访者比例最大。对于所有就诊体验指标，面对面、视频和聊天就诊之间的就诊体验分布存在统计学显著差异（P < 0.001）。
与面对面就诊相比，视频就诊与更负面的就诊体验和更低的护理需求满足率相关。聊天就诊与面对面就诊具有相似的患者体验和护理需求满足情况。对于部分患者而言，聊天就诊可能是面对面就诊的可行替代方式。
