Comparison of Patient Experience with Telehealth vs. In-Person Visits Before and During the COVID-19 Pandemic

Bilimoria, Karl Y.; Zhan, Tiannan; Durst, Dalya A.; Merkow, Ryan P.; Sama, Pradeep; Bahaveolos, Stratis A.; Chrisman, Howard B.

doi:10.1016/j.jcjq.2021.01.009

Cited by 7 publications

(9 citation statements)

References 3 publications

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“…Prior surveys have found that patients were generally satisfied with telemedicine. [18][19][20][21][22][23][26][27][28] A qualitative study found that while safetynet patients in San Francisco were highly satisfied with their telemedicine visits, they generally preferred in-person visits. 31 Consistent with these findings, our qualitative study indicated broad support for having the option of home-based synchronous telemedicine visits in primary and behavioral health care.…”

Section: Discussionmentioning

confidence: 99%

“…Despite robust literature on telemedicine, studies specifically focused on patients' perspectives on telemedicine visits in primary care [12][13][14] and behavioral health care [15][16][17] are fairly limited and often focused on highly selected populations (e.g., veterans with access issues). 14,17 Furthermore, while the literature on patient experiences of telemedicine has grown since the onset of the COVID-19 pandemic, most of the studies assessing patient perspectives have used brief surveys that assessed only overall satisfaction, [18][19][20][21][22][23][24][25][26][27][28][29] and none has included perspectives on telemedicine modality (video vs. telephone). Understanding and incorporating patients' nuanced perspectives is a key aspect of providing patient-centered care, identified by the Institute of Medicine (IOM) as one of six key elements of high-quality care.…”

Section: Introductionmentioning

confidence: 99%

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Patients’ Perspectives on the Shift to Telemedicine in Primary and Behavioral Health Care during the COVID-19 Pandemic

et al. 2022

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Background Studies specifically focused on patients’ perspectives on telemedicine visits in primary and behavioral health care are fairly limited and have often focused on highly selected populations or used overall satisfaction surveys. Objective To examine patient perspectives on the shift to telemedicine, the remote delivery of health care via the use of electronic information and communications technology, in primary and behavioral health care in Federally Qualified Health Centers (FQHCs) during COVID-19. Design Semi-structured interviews were conducted using video conference with patients and caregivers between October and December 2020. Participants Providers from 6 FQHCs nominated participants. Eighteen patients and caregivers were interviewed: 6 patients with only primary care visits; 5 with only behavioral health visits; 3 with both primary care and behavioral health visits; and 4 caregivers of children with pediatric visits. Approach Using a protocol-driven, rapid qualitative methodology, we analyzed the interview data and assessed the quality of care, benefits and challenges of telemedicine, and use of telemedicine post-pandemic. Key Results Respondents broadly supported the option of home-based synchronous telemedicine visits in primary and behavioral health care. Nearly all respondents appreciated remote visits, largely because such visits provided a safe option during the pandemic. Patients were generally satisfied with telemedicine and believed the quality of visits to be similar to in-person visits, especially when delivered by a provider with whom they had established rapport. Although most respondents planned to return to mostly in-person visits when considered safe to do so, they remained supportive of the continued option for remote visits as remote care addresses some of the typical barriers faced by low-income patients. Conclusions Addressing digital literacy challenges, enhancing remote visit privacy, and improving practice workflows will help ensure equitable access to all patients as we move to a new post-COVID-19 “normal” marked by increased reliance on telemedicine and technology.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Patients’ Perspectives on the Shift to Telemedicine in Primary and Behavioral Health Care during the COVID-19 Pandemic

et al. 2022

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“…In particular, efforts need to be made to ensure socially deprived women living in rural areas experiencing economic problems are protected during COVID-19 and any future pandemic. While healthcare was traditionally delivered face to face during the pre-COVID-19 era, the spread of COVID-19 has accelerated the growth of new approaches to healthcare provision, such as the telehealth program, including virtual consultations or video conferencing, with the utilization of updated technologies and applications during the pandemic [ 40 , 41 ]. Even during the COVID-19 pandemic, face-to-face contact with health personnel was still possible through the practice of social distancing, although telephone contact tended to be the most popular form of communication.…”

Section: Discussionmentioning

confidence: 99%

“…Thus, a new approach to healthcare provision, such as the telehealth program, with the utilization of updated technologies and applications, should be considered to provide maternity care services during the pandemic and beyond. A recent study revealed that the shift to telehealth during the COVID-19 pandemic generally improved patient satisfaction and reduced racial disparity, although not ideal for new patient visits or those with serious health conditions [ 41 ]. For future research, a qualitative study is recommended to provide an in-depth understanding of postnatal service utilization during the pandemic.…”

Section: Discussionmentioning

confidence: 99%

Utilization of Postnatal Care Services among Thai Women during the COVID-19 Pandemic: Results of a Web-Based Survey

Aye

Kim

Suriyawongpaisal

et al. 2022

IJERPH

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The postnatal period is an underserved aspect of maternity care, potentially worsened by the COVID-19 pandemic. This study aims to identify postnatal care (PNC) use by health personnel within the 42 days of childbirth among postpartum mothers in Thailand. This web-based, cross-sectional study was conducted from July to October 2021 (n = 840). Multiple binary and ordinal logistic regressions were conducted to predict three outcome variables (≥2 times, ≥3 times, or level of PNC use). Women who received PNC were in low numbers (≥2: 30.7% and (≥3: 12.9%), while 54.4% of women reported no barriers to access PNC, and 31.9% reported barriers, including worries over COVID-19 infection, followed by movement restrictions imposed by the government (11.7%) and the closure of healthcare centers (10%). Women working in a self-employed capacity, living in urban areas, and undergoing a Caesarean section with no/less worry about COVID-19 infection were more likely to utilize postnatal care (≥2 or number of PNC). This study provides timely information, revealing that a relatively low percentage of postpartum women received PNC, particularly among the socially deprived group. Since the fear of COVID infection is listed as a major barrier, the provision of PNC services, including a telehealth program should be considered.

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“…Prior studies have suggested that patient satisfaction for telehealth visits may be on par with or better than in‐person visits. 5 , 6 , 7 , 8 , 9 , 10 However, whether this is true in a safety‐net, adult primary care population is not well‐established. Additionally, differences in satisfaction between audio‐only and video visits are not well‐described.…”

Section: Introductionmentioning

confidence: 99%

Patient satisfaction with telehealth versus in‐person visits during COVID‐19 at a large, public healthcare system

Chen

Lodaria

Jackson

2022

Evaluation Clinical Practice

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Rationale During the coronavirus disease pandemic, audio‐only and video telehealth visits became more widely available, but the relative patient satisfaction between telehealth and in‐person modalities is not well‐described. Aims and Objectives Our objective was to compare patient satisfaction with audio‐only, video, and in‐person adult primary care visits at a large, urban public healthcare system. Methods In this cross‐sectional study, we used aggregated data from Press Ganey patient satisfaction surveys at 17 primary care facilities at New York City Health + Hospitals for visits between 1 June 2021 to 30 November 2021. We compared mean scores for questions common to surveys for each modality in domains of Access, Care Provider, and Overall Assessment using pairwise comparisons with two‐tailed t ‐tests. Results There were 7,183/79,562 (9.0%) respondents for in‐person visits and 1,009/15,092 (6.7%) respondents for telehealth visits. Compared to respondents for in‐person visits, respondents for telehealth visits were more likely to be aged 35–64 years, Asian, and speak English as their primary language, and less likely to be ≥65 years old, Black or other race, and speak Spanish or another language as their primary language ( p < 0.001). Patients reported higher mean satisfaction for Access measures for telehealth visits than in‐person visits ( p < 0.001). For Care Provider satisfaction questions, video visits generally had higher mean scores than in‐person and, in turn, audio‐only visits. For Overall Assessment questions, video visits had higher mean scores than in‐person and, subsequently, audio‐only visits. Conclusion Of the visit modalities, video visits had the highest mean satisfaction scores across all domains. Telehealth may improve experiences with access, but audio‐only visits may provide poorer visit experiences.

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Comparison of Patient Experience with Telehealth vs. In-Person Visits Before and During the COVID-19 Pandemic

Cited by 7 publications

References 3 publications

Patients’ Perspectives on the Shift to Telemedicine in Primary and Behavioral Health Care during the COVID-19 Pandemic

Patients’ Perspectives on the Shift to Telemedicine in Primary and Behavioral Health Care during the COVID-19 Pandemic

Utilization of Postnatal Care Services among Thai Women during the COVID-19 Pandemic: Results of a Web-Based Survey

Patient satisfaction with telehealth versus in‐person visits during COVID‐19 at a large, public healthcare system

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