Patient Satisfaction with Telephone Neuropsychological Assessment

Abstract

Objective Telephone-based neuropsychological assessment (TeleNP) has been shown to be a valid alternative to in-person or video-based assessment. However, there is limited information regarding patients’ satisfaction with TeleNP. This report presents satisfaction survey data from a diverse, clinical sample who received TeleNP during the coronavirus disease pandemic. Method A total of 43 adult patients (30.2% Hispanic/Latinx, 32.6% Black), aged 24–75, who received TeleNP as part of routine clinical care participated in a postassessment satisfaction survey. Responses were analyzed qualitatively and via nonparametric comparisons based on demographic factors. Results Given options of “Not Satisfied,” “Somewhat Satisfied,” “Satisfied,” or “Very Satisfied,” 97.7% of patients reported satisfaction with their visit as well as the visit length, and 80% felt the visit met their needs (“Good” + “Very Good”). There were no significant differences in responses based on age, race/ethnicity, sex, or education. Endorsed advantages of TeleNP included “Avoid potential exposure to illness” and “Flexibility/Convenience,” and 20% reported difficulty communicating, concentrating, and/or connecting with their provider as potential disadvantages. Although 67.7% reported a preference for in-person visits, 83.7% expressed interest in another “virtual visit” (telephone or video conference) with their provider. Conclusions TeleNP was well received by the sample and demonstrated good patient satisfaction. These results in conjunction with other research supporting the validity of TeleNP support consideration of this assessment modality for patients who might not otherwise have access to in-person or video conference-based neuropsychological services. Based on these findings, a greater focus on rapport building may be warranted when utilizing TeleNP to enhance patients’ sense of connection to their provider.

Cognitive Dysfunction, Psychiatric Distress, and Functional Decline After COVID-19

“…Patients underwent a telephone-based neuropsychological assessment battery; telephone assessment has been shown to be feasible and provides valid assessment of cognitive function relative to in-person exams( (24) , (25) , (26) ). This battery has been successfully implemented in diverse patient populations( 27 , 28 ).…”

Telehealth in the COVID-19 Era: A Balancing Act to Avoid Harm

“…Multiple patient experience studies have consistently reported difficulties in communicating or connecting with providers during telehealth visits [3,6]. A desire for building an improved rapport with their providers is one of the most popular reasons why many patients prefer in-person visits [20]. In particular, the establishment of primary care or the initial consultation, similar to a first date, may not be welcomed by all and could negatively affect patient experience or the development of a sense of "my doctor."…”

Performance validity testing via telehealth and failure rate in veterans with moderate-to-severe traumatic brain injury: A veterans affairs TBI model systems study1

“…Even among persons with internet access, criticism of TeleNP has been raised based on research showing that reliability and validity of TeleNP are impacted by patient characteristics (e.g., age, comfort and familiarity with computers) and technology factors such as monitor size, screen resolution, and internet speed (Brearly et al, 2017;Hirko et al, 2020). These access barriers have led to deeper consideration of TeleNP via telephone (Caze et al, 2020;Lacritz et al, 2020). Indeed, TeleNP via telephone has been effectively utilized in research settings dating back to the 1980s and continuing to present day (Brandt et al, 1988;Bunker et al, 2017;Castanho, Amorim, Zihl, Palha, Sousa, Santos, 2014;Castanho et al, 2016;Matchanova et al, 2020;Nelson et al, 2020;Pendlebury, Welch, Cuthbertson, Mariz, Mehta, & Rothwell, 2013;Plassman, Newman, Welsh, & Helms, 1994).…”