Real‐time teleophthalmology video consultation: an analysis of patient satisfaction in rural Western Australia

Abstract

Background: Teleophthalmology, particularly real-time video consultation, holds great potential in Australia and similar countries worldwide, where geography, population and medical workforce distribution make it difficult to provide specialist eye services outside of major cities. Assessment and referrals from rural optometrists are vital to the success of teleophthalmology. While there is good evidence for the efficacy of such services, there is limited evidence for patient satisfaction with video consultation. Methods: To evaluate patient satisfaction with teleophthalmology, the current study recruited patients who underwent a video consultation with Lions Outback Vision, for a follow-up telephone-based questionnaire assessing satisfaction. Regression analysis was performed assessing which demographic features and which features of the video consultation itself were associated with highest overall satisfaction. Results: One hundred and nine of the 137 eligible patients completed the questionnaire (79.6 per cent; 55 per cent male; mean age 64.61 years). The majority of the participants were either 'Very satisfied' (69.1 per cent) or 'Satisfied' (24.5 per cent) with the service. No one reported being either 'Dissatisfied' or 'Very dissatisfied'. Linear regression did not reveal any demographic or follow-up variables as predictive of greater total satisfaction; however, participants who were older, felt they could easily explain their medical problems to the doctor in the video consultation and believed that telemedicine enabled them to save money and time, and were more likely to report higher overall satisfaction. Conclusion: Teleophthalmology is a promising new way to overcome barriers to the delivery of eye care services to rural and remote populations. This study demonstrates a high level of overall satisfaction with teleophthalmological video consultation and patients are accepting of this emerging consultation modality, regardless of age.

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“…exploring issues of usability and acceptability). 45,[99][100][101][102][103][104][105][106][107][108][109][110][111][112][113] Many focus specifically on the clinical use of Skype, 91,[114][115][116][117][118][119][120][121][122][123] either on its own or in combination with other technologies [e.g. WhatsApp (WhatsApp Inc., Mountain View, CA, USA) messaging 124 or FaceTime 125,126 ].…”

“…Other studies have shown similar levels of patient satisfaction, particularly in terms of time saved (as a result of not needing to travel to clinics) and costs saved. 101,104,107 In a randomised trial of Skype sessions versus standard home care in supporting families with premature infants, the nine families randomised to Skype sessions reported very positive experiences. All found the technology easy to use, noting that virtual consultations were better than telephone calls.…”

Ophthalmology Practice During the Coronavirus Disease 2019 Pandemic: The University of Pittsburgh Experience in Promoting Clinic Safety and Embracing Video Visits

“…1, 2). Store-and-forward fundus photography has been used for diabetic retinopathy screening [17], and real-time interactions via phone and video have been described between eye care providers in rural areas and remote consultant ophthalmologists [18].…”

Technology-Enhanced Consultations in Diabetes, Cancer, and Heart Failure: Protocol for the Qualitative Analysis of Remote Consultations (QuARC) Project (Preprint)

“…Across these studies, despite reported benefits (e.g. in terms of increased access for patients [9,[28][29][30] particularly those with complex needs, [31] patient and clinician satisfaction with the remote option, [23,[32][33][34][35] potential time/cost savings, [8,36,37] improvement in self-management skills, [38] and improved compliance to treatment and/or clinical outcomes [17,22,24,31,[39][40][41][42][43]) small sample sizes (e.g. five patients) and high losses to follow-up prevent any unqualified conclusion that remote consultations are 'effective'.…”

“…But the online environment is known to produce subtle alterations in the dynamics of human interaction, with a potential risk that clinical clues will be missed or the clinician-patient dynamic altered adversely. [9] [10] As a radically new service model, it also brings operational and interactional challenges, including providing technical support, training staff and patients in using digital technologies and avoiding potential for misunderstandings when (potentially sensitive) information is transferred remotely.…”