P064 The impact of the COVID-19 pandemic on outpatient services: an analysis of patient feedback of virtual outpatient clinics in a tertiary teaching centre with a focus on musculoskeletal and rheumatology services

Abstract

Background/Aims Due to the COVID-19 pandemic there have been changes to NHS services to limit unnecessary patient hospital visits and comply with new social restriction rules. One of these changes has been the introduction of virtual consultations in outpatient clinics to replace traditional face to face appointments. Methods A retrospective analysis of patient feedback from adult outpatient virtual appointments in a 4-month period was collated and reviewed (May-September 2020). After an appointment, patients were sent a text message asking for feedback. The text consisted of one main question asking patients to rate their experience and a comment section. The data from this brief patient survey was obtained for all rheumatology patient responses. At the end of the text there was a link for a more comprehensive online survey which patients could fill out if they wish to provide more detailed feedback. Responses to this survey encompasses all adult outpatient specialities including musculoskeletal services. Results There were 269 responses to the detailed patient survey from various adult outpatient clinics. The most common type of virtual consultation was telephone which was the case in 79%, of which 91% of patients stated the caller was polite and 89% felt they had an opportunity to ask questions. When asked what their overall view 43% of patients stated they would not mind conducting all future appointments via telephone, 23.5% felt that in the current situation a telephone consultation was acceptable but would have preferred a face to face and 7% were completely unsatisfied. From the musculoskeletal group there were 36 responses (20 orthopaedic, 15 rheumatology and 1 musculoskeletal). 92% of patients stated they were given the opportunity to ask questions and 86% were satisfied with the advice given to them. 33% (n = 12) stated they would not mind having virtual consultations in the future even after the pandemic, but 28% stated they would have preferred a face to face consultation. There were 784 responses to the shorter patient survey via text message from rheumatology patients. When asked to rate their experience 94% (n = 739) of patients stated it was either good or very good, and only 1% said it was poor or very poor. There were largely positive comments in the feedback. Most frequent points were patients felt listened to, communication was good and virtual consultations were less stressful. Conclusion At present the use of virtual clinics seems to be well received by patients and most importantly their quality of care is not compromised. From a patient’s perspective there are many benefits and cumulative feedback so far suggests that majority of the patients are willing to adapt to this new approach to outpatient appointments both now and post-COVID-19. Disclosure S. Byravan: None. K. Sunmboye: None.