Impact of and Satisfaction with a New eConsult Service: A Mixed Methods Study of Primary Care Providers
Impact of and Satisfaction with a New eConsult Service: A Mixed Methods Study of Primary Care Providers
复制标题
DOI：
10.3122/jabfm.2015.03.140255
复制
发表时间：
2015-05-01
影响因子：
2.9
通讯作者：
Keely, Erin
中科院分区：
文献类型：
--
作者：
Liddy, Clare;Afkham, Amir;Keely, Erin
目的：我们通过开发和实施Champlain BASE（通过电子咨询建立专家服务）服务，改善了本地区获得专家护理的机会，减少了等待时间。这种安全的基于网络的工具使初级保健提供者（PCP）能够快速获得患者的专家建议，并且通常有助于避免面对面转诊的需要。我们在我们的区域成功实施eConsult提供了一个独特的机会来检查PCP的满意度和整体的角度使用service.Methods：每个案件结束后，PCP完成了一个简短的调查与多项选择和开放式的问题，关于eConsult。对2011年4月15日至2013年12月31日期间提交的所有电子咨询进行了分析。我们从调查中计算满意度分数，并对PCP选择留下文本回复的案例进行了持续比较主题分析。结果：我们分析了研究期间完成的2，052个电子咨询。在91%和93%的电子咨询中，PCP分别报告了患者和自己的高价值。在554次电子咨询中，PCP选择留下书面答复。出现了三大主题：PCP对eConsult服务的评价、对患者护理质量的感知益处以及对使用新卫生技术的态度。高满意度表示快速响应时间，响应的帮助，并保证报告。大多数PCPs认为eConsult也提供放心的病人，减少时间和旅行的负担，并提供教育机会，PCPs适用于未来的cases.Conclusion：PCPs显示了很高的满意度与eConsult的快速周转时间和专家咨询的质量对病人的护理产生了积极的影响。我们的研究结果说明了使用异步虚拟平台的优势，以增加从PCP的角度来看，专科护理。
Objectives: We have improved access to specialist care and decreased wait times in our region through the development and implementation of the Champlain BASE (Building Access to Specialists through eConsultation) service. This secure, web-based tool allows primary care providers (PCPs) quick access to specialist advice for their patients and often helps to avoid the need for a face-to-face referral. Our successful implementation of eConsult in our region provides a unique opportunity to examine PCPs' satisfaction and overall perspective on using the service.Methods: Following the closure of each case, PCPs completed a short survey with multiple-choice and open-ended questions regarding the eConsult. All eConsults submitted between April 15, 2011, and December 31, 2013, were analyzed. We calculated satisfaction scores from the survey and conducted a constant-comparison thematic analysis on those cases where the PCP elected to leave a text response.Results: We analyzed 2,052 eConsults completed during the study period. In 91% and 93% of eConsults, PCPs reported a high value for their patients and themselves, respectively. In 554 eConsults, PCPs elected to leave a written response. Three major themes emerged: PCP appreciation of the eConsult service, perceived benefits for the quality of patient care, and attitudes towards using a new health technology. High satisfaction was expressed with quick response times, helpfulness of responses, and reassurance reported. Most PCPs felt eConsult had a positive impact on patient care by also providing reassurance to patients, reducing burden of time and travel, and offering educational opportunities to PCPs applicable to future cases.Conclusion: PCPs showed a high level of satisfaction with eConsult's quick turnaround time and quality of specialist advice. Our results illustrate the advantages of using asynchronous virtual platforms to increase access to specialty care from a PCP perspective.