Reduced No-Show Rates and Sustained Patient Satisfaction of Telehealth During the COVID-19 Pandemic
Reduced No-Show Rates and Sustained Patient Satisfaction of Telehealth During the COVID-19 Pandemic
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DOI：
10.1089/tmj.2021.0002
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发表时间：
2021-03-04
影响因子：
4.7
通讯作者：
Hamilton, Lisa
中科院分区：
文献类型：
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作者：
Drerup, Brenden;Espenschied, Jennifer;Hamilton, Lisa
简介：前所未有的COVID-19大流行将远程医疗推向了医疗保健的中心舞台，导致远程医疗服务的使用率大幅增加。远程医疗对患者满意度的影响在目前的流行还没有得到充分的理解。目的：本研究旨在确定患者的观点和行为对虚拟初级保健预约在远程医疗幼稚机构在COVID-19大流行期间，并建立失约率，以帮助指导未来的远程医疗服务的实施。方法：2020年3月至5月期间，一家初级和专科护理诊所的患者完成了一项调查，分析了9项常用的满意度指标。记录了错过预约的比率，并与类似的亲自办公室访问的队列进行了比较。2019冠状病毒病疫情期间远程医疗就诊的未出现率为7. 5%（14/186），低于两个，门诊访视的未出现率为36.1%（56/155）（p < 0.0001）和大流行前的门诊未就诊率为29.8%（129/433）（p < 0.0001）。在9个指标中的7个指标中，接受远程医疗访问的调查患者（n = 65）与接受办公室访问的调查患者（n = 36）的满意度相似。通过视频（n = 26）与仅通过电话（n = 38）进行的远程医疗访视的满意度指标无统计学显著差异。年龄在65岁或以上的患者（1/12，8.3%）比年龄在65岁以下的患者（25/44，56.8%）（p = 0.0031.Discussion/Conclusions：远程医疗为患者和提供者提供了显着的好处，强烈支持其在COVID-19大流行期间和之后的广泛使用。
Introduction: The unprecedented COVID-19 pandemic has thrust telehealth into the center stage of health care, leading to a dramatic increase in utilization of telehealth services. The impact of telehealth on patient satisfaction during the current pandemic is yet to be fully understood.Objective: This study aimed to identify patient perspectives and behaviors toward virtual primary care appointments at a telehealth-naive institution during the COVID-19 pandemic and establish the rate of missed appointments to help guide future implementation of telehealth services.Methods: Patients at a primary and specialty care clinic, seen between March and May 2020, completed a survey analyzing nine commonly used satisfaction metrics. The rate of missed appointments was recorded and compared with analogous cohorts of in-person office visits.Results: The no-show rate of telehealth visits during the COVID-19 pandemic was 7.5% (14/186), lower than both the no-show rate of 36.1% for in-office visits (56/155) (p < 0.0001) and a pre-pandemic in-office no-show rate of 29.8% (129/433) (p < 0.0001). Surveyed patients who experienced telehealth visits (n = 65) had similar satisfaction compared with those surveyed who attended in-office visits (n = 36) in seven of nine metrics. No statistically significant differences were identified in the satisfaction metrics with telehealth visits performed on video (n = 26) versus the phone-only format (n = 38). Patients aged 65 years or over were less likely to have a video component to their virtual visit (1/12, 8.3%) than those under age 65 (25/44, 56.8%) (p = 0.0031).Discussion/Conclusions: Telehealth offers significant benefits for both patients and providers, strongly supporting its widespread utilization both during and following the COVID-19 pandemic.