Patient Experience with In-Person and Telehealth Visits Before and During the COVID-19 Pandemic at a Large Integrated Health System in the United States.
Patient Experience with In-Person and Telehealth Visits Before and During the COVID-19 Pandemic at a Large Integrated Health System in the United States.
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DOI：
10.1007/s11606-021-07196-4
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发表时间：
2022-03
影响因子：
5.7
通讯作者：
Skootsky SA
中科院分区：
文献类型：
--
作者：
Hays RD;Skootsky SA
有关远程医疗与诊所就诊的信息以及患者之前与COVID-19大流行期间相比的体验对于医疗保健规划非常重要。按访视类型以及大流行之前和期间比较患者经历。大流行之前和期间评估门诊护理的患者调查。在美国西海岸一个拥有197个诊所的大型综合卫生系统中，共有58 500名成年患者（13 928名初级保健和44 581名专科医生就诊）。大多数是女性（59%），55岁或以上（65%），非西班牙裔白色（55%），并有一个办公室访问（87%），而10%有一个电视视频和3%的电话访问。医疗保健提供者和系统的消费者评估（CAHPS®）调查3.0医生沟通，护理协调，访问和办公室工作人员的复合材料;医生的整体评级;以及患者是否会向家人和朋友推荐医生。病人的经验与远程保健访问是积极的，或更积极的比传统的办公室为基础的访问。医生沟通的电视访问被认为是稍微更积极的比在办公室或电话访问。在护理协调、对医生的总体评价以及向家人和朋友推荐的意愿方面，电视访问也比办公室访问略积极。办公室工作人员在电话上的积极性低于电视或办公室访问。在COVID-19大流行之前和期间，患者经历相似（例如，在0-100的可能范围内，分数越高越好，医生沟通之前为94.4，期间为94.9）。远程保健，特别是远程视频保健的积极经验可能是由于患者对为保持接入所做努力的赞赏、远程保健访问的重点性质以及工作人员在导航技术问题上的帮助。在提供反应迅速的远程保健方面吸取的经验教训可用于确保大流行病后的高质量保健。在线版本包含补充材料，可通过10.1007/s11606-021-07196-4获得。
Information about telehealth versus in-office visits and how patient experience before compared to during the COVID-19 pandemic is important for healthcare planning. To compare patient experience by visit type and before and during the pandemic. Survey of patients assessing ambulatory care before and during the pandemic. A total of 58,500 adult patients (13,928 primary care and 44,581 specialty physician visits) at a large integrated health system with 197 clinics on the west coast of the United States. The majority were female (59%), 55 or older (65%), and non-Hispanic White (55%), and had an in-office visit (87%) while 10% had a tele-video and 3% a phone visit. Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Survey 3.0 doctor communication, care coordination, access, and office staff composites; an overall rating of the doctor; and whether the patient would recommend the doctor to family and friends. Patient experience with telehealth visits was as positive as or more positive than that with traditional office-based visits. Doctor communication on tele-video visits was viewed as slightly more positive than that of in-office or phone visits. Tele-video visits were also slightly more positive than in-office visits for care coordination, overall rating of the doctor, and willingness to recommend to family and friends. Office staff were viewed less positively on the phone than tele-video or in-office visits. Patient experience was similar before and during the COVID-19 pandemic (e.g., on a 0–100 possible range with a higher score being better, doctor communication was 94.4 before and 94.9 during). The positive experiences with telehealth, especially tele-video, may be due to patient appreciation of efforts made to maintain access, the focused nature of telehealth visits, and help by staff for navigation technical issues. Lessons learned about delivering responsive telehealth care can be used to ensure high-quality care after the pandemic. The online version contains supplementary material available at 10.1007/s11606-021-07196-4.
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3.4
作者：
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DOI：
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