Patient Experiences with Virtual Care during COVID-19: A Phenomenological Focus Group Study.

Abstract

Virtual care has expanded during COVID-19 and enabled greater access and continuity of care for many patients. From a patient-oriented research perspective, understanding the patient experience with virtual care appointments is an important first step in identifying ways to better support patient use and satisfaction. The purpose of this qualitative study was twofold: i) to explore patients' experiences and perspectives with adoption and use of virtual care during COVID-19 in Newfoundland and Labrador, Canada; ii) and identify the education and informational needs of patients to inform future strategies for supporting patient use of virtual care. Using a phenomenological approach we conducted a focus group interview with a purposive sample of patient representatives representing a cross-section of the population of the province of Newfoundland and Labrador (NL). Five (N=5) patient representatives were recruited from the NL Support Patient Advisory Council and participated in the focus group. The focus group was conducted in February 2022 via videoconferencing technology. Using thematic analysis, we identified several recurrent themes that described respondents' experiences with the use of virtual care during COVID-19, as well as their perceptions of education and informational needs to support more effective patient use of virtual care. Respondents felt virtual care is a beneficial addition to the healthcare system, enabling greater convenience and access to healthcare services. Key barriers and challenges in adopting and using virtual care appear to primarily arise from patients' lack of knowledge, understanding and familiarity with respect to virtual care. Cost, technological access, connectivity, and low digital literacy were challenges for some patients, particularly in rural communities and amongst seniors. Patient education and support was critical and needed to be inclusive, easy to understand, and include information regarding privacy, security, consent and the technology itself. Types of patient education experiences regarded as most helpful included peer support and knowledge sharing amongst patients themselves. Beyond the COVID-19 pandemic, virtual care will have a continuing role in enhancing continuity of care for patients through more convenient access. The education and informational needs of patients are important considerations in promoting adoption and use of virtual care. Key education and informational needs and strategies were identified to enable and empower patients with the knowledge, digital literacy skills and supports to effectively use virtual care.