Exploring Patient and Staff Experiences of Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Abstract

Objectives Video consultations (VCs) have been rapidly implemented in response to Covid-19. However, limited research has explored patient experiences of VCs in this context. This research therefore explored patient experiences of VCs during their early stages of implementation in response to Covid-19. Design Secondary data analysis of routine patient survey responses using descriptive statistics and inductive thematic analysis. Setting and participants 955 (22.6%) survey responses following a VC using Attend Anywhere in a rural, aging and outpatient care setting between June and July 2020. Results Most (93.2%) respondents reported having ‘good’ (n=210, 22.0%), or ‘very good’ (n=680, 71.2%) experiences with VCs. Most respondents accessed their VC alone (n=806, 84.4%), except for those aged 71+ (n=23/58, 39.7%). Most participants reported feeling listened to and understood (n=904, 94.7%), felt their needs had been met (n=860, 90.1%) and were able to communicate everything they wanted (n=848, 88.8%). Satisfaction with communication was very strongly associated with satisfaction with the technical performance of the VC (p<0.001). Free text responses had three key themes: i) barriers to VC use including technological difficulties, quality of patient information and accessibility or suitability concerns; ii) potential benefits including reduced stress and anxiety, enhanced accessibility, cost and time savings; and iii) patient suggested improvements including trial calls, turning music off, facilitating photo uploads, expanding written character limit and supporting other internet browsers. Most (92.1%) participants were likely to choose a VC again in the future. Conclusions The vast majority of respondents reported positive experiences of VCs. Identified benefits of enhanced accessibility, affordability, time, monetary and environmental savings are particularly interesting for future service delivery. Further research is needed, using rapid co-design techniques, to improve feedback methods, patient information and experience to support sustainability and to address accessibility and experience of patients excluded from this work, through lack of VC access. Article summary Strengths and limitations of this study Large data set of “real world” patient feedback during the early stages of video consultation use in response to Covid-19. Findings from this research provide important and early insights into patient experiences of video consultations following their rapid implementation in response to Covid-19. Quantitative and qualitative insight into patient experience, barriers, benefits and suggested improvements. Secondary data means we are unable to identify patients providing multiple responses. Feedback was collected from patients who had successfully completed a video consultation, data may therefore contain positive bias. Experiences or barriers for individuals who have not been able to, or chosen not to use video consultations currently remain unknown.

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Patient, clinician and manager experience of the accelerated implementation of virtual consultations following COVID‐19: A qualitative study of preferences in a tertiary orthopaedic rehabilitation setting

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“…Technical issues, experienced by both practitioners and patients, are a frequently reported barrier to telerehabilitation. 20,22,25,26 Problems with seeing or hearing patients, and practitioners' concerns about the lack of 'hands-on' care have also been reported previously. [27][28][29] Many practitioners had safety concerns, particularly when patients…”

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