Abstract
BackgroundAs the COVID-19 pandemic disrupted medical practice, telemedicine emerged as an alternative to outpatient visits. However, it is not known how patients and physicians responded to an accelerated implementation of this model of medical care.ObjectiveThe aim of this study is to report the system-wide accelerated implementation of telemedicine, compare patient satisfaction between telemedicine and in-person visits, and report provider perceptions.MethodsThis study was conducted at the UC Christus Health Network, a large private academic health network in Santiago, Chile. The satisfaction of patients receiving telemedicine care in March and April 2020 was compared to those receiving in-person care during the same period (concurrent control group) as well as in March and April 2019 (retrospective control group). Patient satisfaction with in-person care was measured using the Net Promoter Score (NPS) survey. Patient satisfaction with telemedicine was assessed with an online survey assessing similar domains. Providers rated their satisfaction and responded to open-ended questions assessing challenges, strategies used to address challenges, the diagnostic process, treatment, and the patient-provider relationship.ResultsA total of 3962 patients receiving telemedicine, 1187 patients from the concurrent control group, and 1848 patients from the retrospective control group completed the surveys. Satisfaction was very high with both telemedicine and in-person services. Overall, 263 physicians from over 41 specialties responded to the survey. During telemedicine visits, most providers felt their clinical skills were challenged (61.8%). Female providers felt more challenged than male providers (70.7% versus 50.9%, P=.002). Surgeons, obstetricians, and gynecologists felt their clinical skills were challenged the least, compared to providers from nonsurgical specialties (P<.001). Challenges related to the delivery modality, diagnostic process, and patient-provider relationship differed by provider specialty (P=.046, P<.001, and P=.02, respectively).ConclusionsTelemedicine implemented in response to the COVID-19 pandemic produced high patient and provider satisfaction. Specialty groups perceived the impact of this new mode of clinical practice differently.
Highlights
COVID-19 is the largest pandemic of the current century
Even though telemedicine has existed for several years and has had several implementation barriers, the COVID-19 pandemic has quickly transformed the practice of ambulatory medicine [8,9] and the willingness of health care organizations to implement this mode of delivery
The purpose of this paper is to report the system-wide accelerated implementation of telemedicine, compare patient satisfaction with telemedicine and in-person visits, and report provider perceptions regarding the implementation of virtual visits
Summary
COVID-19 is the largest pandemic of the current century. It has generated transformative changes in health care, including the prioritization of emergency departments and intensive care units [1]. Reducing in-person encounters is needed to contain the transmission of SARS-CoV-2, medical care is still needed for acute and chronic conditions In this context, telemedicine has emerged as a necessary clinical innovation to provide patient care [3]. Potential concerns include uncertainty in the clinical encounter, difficulties performing a physical examination, and concerns with the patient-provider relationship [7]. These difficulties may reduce a clinician’s motivation to deliver virtual services. As the COVID-19 pandemic disrupted medical practice, telemedicine emerged as an alternative to outpatient visits It is not known how patients and physicians responded to an accelerated implementation of this model of medical care. Specialty groups perceived the impact of this new mode of clinical practice differently
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