Patient and Health System Experience With Implementation of an Enterprise-Wide Telehealth Scheduled Video Visit Program: Mixed-Methods Study

Powell, Rhea E.; Stone, Danica; Hollander, Judd E.

doi:10.2196/jmi.v6i1.8479

Cited by 8 publications

(13 citation statements)

References 4 publications

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“…As the survey was developed pre-COVID, some questions were less relevant given the sudden changes in primary care during the pandemic and as no validated surveys exist at this time, we relied on questions based on faculty input and a study done by another institution, so there may have been some overlap of domains. 5 There were numerous institutional barriers in technology and training during the near-overnight uptake of video care; the high level of satisfaction might reflect the transient nature of the technical challenges which improved over time. Other aspects of the pandemic may have also influenced responses about stress and satisfaction but were not measured.…”

Section: Discussionmentioning

confidence: 99%

“…No validated instruments to measure physician experience with telemedicine existed, so we developed a questionnaire based on existing literature and (with permission) a patient survey on video visits used by a large urban medical center. 5 We developed the anonymous survey on Qualtrics and piloted it among physicians (Appendix 1). Domains included prior experience with video visits, satisfaction, barriers, and impact on stress, time, and documentation.…”

Section: Methodsmentioning

confidence: 99%

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Video Visits: Family Physician Experiences With Uptake During the COVID-19 Pandemic

Gold

Laurie

Kinney

et al. 2021

Fam Med

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Background and Objectives: With the emergence of COVID-19, telemedicine use has increased dramatically as clinicians and patients have looked for alternatives to face-to-face care. Prior research has shown high levels of patient satisfaction and comparable quality of care. Video visits have been hypothesized to be one way to reduce burnout among clinicians, but there has been minimal research on physician views of virtual care. We sought to measure family physician experience with video visits at the start of the COVID-19 pandemic. Methods: We identified all faculty and resident physicians at a large academic department of family medicine who had conducted a video visit in the prior month and conducted an anonymous online 12-question survey about their experiences, satisfaction, and barriers with care. Results: Most eligible physicians responded (102/109, 94%), of whom half (52%) reported this was their first month trying a video visit. There was very high satisfaction (91% very or somewhat satisfied). The majority of respondents felt that video visits were shorter (54%) or took the same amount of time (38%) as in-person visits. There was concern that many physicians had experienced a visit in which they felt video was not the appropriate platform given patient concerns. Conclusions: This study is among the first to assess physician experience with video visits. As the visits are perceived as shorter, they may offer a unique opportunity to address clinician burnout. There was a high level of satisfaction at our institution despite multiple technical challenges.

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Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Video Visits: Family Physician Experiences With Uptake During the COVID-19 Pandemic

Gold

Laurie

Kinney

et al. 2021

Fam Med

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“…Our findings that one in five patients still have technical issues with their video visit experience is consistent with other studies. For instance, Powell et al also utilized a postvisit patient survey and discovered that although patients did have high rates of satisfaction, technical issues were by far the predominant cause of dissatisfaction (10). Both Sturesson et al and Taylor et al identified challenges in the areas of audio quality and video quality in their respective studies, though they gathered their data from provider feedback, rather than patient feedback (8,9).…”

Section: Discussionmentioning

confidence: 99%

“…It has also been well-established in the literature that convenience is likely the most appealing quality of video visits. The time-saving nature of video visits, in particular, is frequently cited (10,13). It has been found to be attractive not only to patients and physicians, but also to other healthcare providers such as nurses and technicians (14).…”

Section: Discussionmentioning

confidence: 99%

Assessing patient usability of video visits

Patel

Miller

Haddad

et al. 2021

mHealth

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Background: Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit. Methods:We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges.Results: We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4).Conclusions: While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges.

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“…7 , 9 Overall, patients view telehealth as safe and timely and would have telehealth visits again. 7 , 9 , 24 …”

Section: Integration Of Telehealthmentioning

confidence: 99%

Considerations When Using Telemedicine As the Advanced Practice Registered Nurse

Frey¹,

Chiu²

2021

The Journal for Nurse Practitioners

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Accessibility to health care is crucial to management of chronic and acute conditions. Although the severe acute respiratory syndrome coronavirus 2 pandemic significantly impacts the issue of access to health care, with the introduction of Waiver 1135, telehealth has become a positive strategy in increasing safe access to health care. This report addresses considerations to take into account when advanced practice registered nurses use telehealth to facilitate access to care.

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Patient and Health System Experience With Implementation of an Enterprise-Wide Telehealth Scheduled Video Visit Program: Mixed-Methods Study

Cited by 8 publications

References 4 publications

Video Visits: Family Physician Experiences With Uptake During the COVID-19 Pandemic

Video Visits: Family Physician Experiences With Uptake During the COVID-19 Pandemic

Assessing patient usability of video visits

Considerations When Using Telemedicine As the Advanced Practice Registered Nurse

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