Differences in patient satisfaction with virtual telephone clinics in a tertiary referral centre for otolaryngology during and after lockdown measures during the SARS-Cov2 pandemic.

Justin M Hintze,Tanvir Hussain,Isobel O’Riordan,Paula Casserly,Emma Keane

doi:10.1007/s11845-020-02483-1

Abstract

IntroductionThe SARS-Cov2 pandemic has caused considerable disruption to provision of routine outpatient care. This pandemic has necessitated a more modern and innovative approach to clinics, which could potentially change outpatient organisation and improve efficiency in the long term. Telephone clinics are the most practical way to deliver healthcare at a distance.AimThe purpose of the present study was to assess patient satisfaction with a virtual telephone clinic in a tertiary referral centre for otolaryngology first during the height of the SARS-Cov2 pandemic, and subsequently at a physical follow-up appointment after easing of “lockdown” measures.MethodsPatients were enrolled prospectively via a telephone interview over a 1-week period during the height of the “lockdown” measures, and subsequently at a physical appointment when measures eased.ResultsOverall, patients responded very positively in the anonymised questionnaire at the time of their virtual appointment. However, at a subsequent physical appointment, there was a reduction in overall favourable responses from patients. While patients still thought virtual clinics were a good idea and convenient in the context of SARS-Cov2, we noted a reduction in satisfaction in other key aspects of their care. Notably, patients were less likely to think that virtual clinics were able to properly address their condition.ConclusionWhile virtual clinics remain a useful tool during the height of lockdown measures during the SARS-Cov2 pandemic, we did note a significant reduction in favourable responses to virtual appointments over physical ones upon easing of lockdown measures. Patients remained cautious in suggesting that outpatient appointments may be replaced by virtual clinics.

Highlights

Introduction The SARSCov2 pandemic has caused considerable disruption to provision of routine outpatient care
On average, most favourably to questions 1, 4 and 3 (“How would you rate your experience?”, “How satisfied are you with the ability of virtual clinics to manage your condition?” and “How would you rate the quality of the service provided?” respectively), while the least favourable responses were for questions 8, 9 and 7 (“How do you rate the clarity of the information given?”; “How confident are you with the service?”; “How likely are you to wish to have this service continue beyond the SARS-Cov2 pandemic?” respectively)
Patients were less likely to think that virtual clinics were able to properly address their condition, with a reduction in response from 9.4 during the height of SARS-CoV-2 down to 4.9 at a physical appointment

Summary

Introduction

Cov pandemic has caused considerable disruption to provision of routine outpatient care. The COVID-19 pandemic has caused considerable disruption to provision of routine outpatient care. This is caused by a number of separate factors—patient concern in attending hospital for fear of exposure, healthcare worker illness and reduced staffing numbers, difficulty in travel and using public transport. [1] Surgical directorates within hospitals advised only life- or limb-saving surgery should be performed This was at time of considerable heightened anxiety for both patients and healthcare workers, through the media images of patients laying on hospital floors in Spain and Italy that were shown, while health care professionals heard of the deaths of colleagues around the world. In the USA alone, between February and April 2020, 9200 healthcare workers contracted COVID-19. [2] ENT was considered to be a high-risk group at this stage due to the high number of aerosol-generating procedures performed, in the operating theatre and the considerable amount of flexible nasoendoscopy performed in the outpatient clinics

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