Patient-reported experiences with telemedicine: ask first

Abstract

Objectives: To assess patient experiences with the use of a telemedicine program initiated in response to the COVID-19 pandemic and identify factors associated with patient satisfaction with telemedicine. Methods: Patients receiving care at a large, community-based cancer center in Seattle, Washington were sent an email requesting voluntary participation in a survey to assess their experiences with telemedicine. Surveying took place during the interval from March 1, through May 31 2020, in the early phase of the pandemic. The survey queried participants regarding demographic and clinical characteristics, included a panel of questions designed to assess reasons for choosing telemedicine and their satisfaction with care, and a NCCN-validated distress scale. Descriptive statistics were tabulated and multivariable logistic regression was used to identify predictors of satisfaction with telemedicine. Results: Surveys were completed by 155 patients. Mean age of respondents was 65 years old, 69% were female, and 41% were treated for a gynecologic condition. Most used an audiovisual (v audio-only) platform (70%) and stated they were offered the choice to use telehealth (88%). Overall, 82% found the platform easy to use, 87% were satisfied with the care provided, 84% found they could connect emotionally with their provider, and 93% stated they would use telemedicine again. Reasons for continued interest in using telemedicine again included convenience, safety, and transportation issues. In a multivariable model, being offered the choice to use telehealth was the only significant predictor of satisfaction with care (odds ratio 4.81). Male gender, living close to the clinic, and self-reported worry were negatively associated with their ability to connect emotionally with their provider, but high distress scores did not impact having an emotional connection with their provider. Conclusions: Rates of patient satisfaction with telemedicine were high, but not being offered the choice of an in-person visit emerged as an important predictor of dissatisfaction with care. This information may be important for clinics planning to incorporate telemedicine in the future.