Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study.
Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study.
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DOI：
10.2196/20786
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发表时间：
2020-09-09
影响因子：
7.4
通讯作者：
Hu JC
中科院分区：
文献类型：
--
作者：
Ramaswamy A;Yu M;Drangsholt S;Ng E;Culligan PJ;Schlegel PN;Hu JC
纽约市是 COVID-19 大流行的国际中心。医疗保健提供者的反应是迅速从面对面咨询转变为视频咨询。远程医疗（即视频就诊）是一项潜在的颠覆性创新；然而，人们对这种新兴的传统临床治疗替代方案的满意度知之甚少。本研究旨在确定视频就诊和面对面就诊之间患者满意度是否存在差异。在这项回顾性观察队列研究中，我们分析了 2019 年 4 月 1 日至 2020 年 3 月 31 日期间在纽约市单一机构、城市、第四级学术医疗中心针对 18 岁患者进行的 38,609 名 Press Ganey 患者满意度调查结果（620 次视频就诊与 37,989 次面对面就诊）。时间被分类为 COVID-19 之前和 COVID-19 之前（2020 年 3 月 4 日之前与之后）。 Wilcoxon-Mann-Whitney 检验和多变量线性回归分别用于假设检验和统计建模。与去年同期相比，在 COVID-19 大流行期间，我们的视频访问利用率增加了 8729%。视频访问 Press Ganey 评分显着高于亲自访问（94.9% vs 92.5%；P<.001）。在调整后的分析中，视频就诊（参数估计 [PE] 2.18；95% CI 1.20-3.16）和 COVID-19 时期（PE 0.55；95% CI 0.04-1.06）与较高的患者满意度相关。年龄较小（PE –2.05；95% CI –2.66 至 –1.22）、女性（PE –0.73；95% CI –0.96 至 –0.50）和新就诊类型（PE –0.75；95% CI –1.00 至 –0.49）与较低的患者满意度相关。患者对视频就诊的满意度很高，并且不会成为传统面对面就诊范式转变的障碍。未来需要进行比较其他诊所就诊质量指标的研究来指导和实施远程医疗的广泛采用。
New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. This study aimed to determine if patient satisfaction differs between video and in-person visits. In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre–COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE –2.05; 95% CI –2.66 to –1.22), female gender (PE –0.73; 95% CI –0.96 to –0.50), and new visit type (PE –0.75; 95% CI –1.00 to –0.49) were associated with lower patient satisfaction. Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.
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