Table 2.
Responses of patients to the Patient Experience Monitor (PEM) itemsa.
| PEM item and response options | Responses (n=1054), n (%) | ||
| Did you have to wait for the video visit? | |||
|
|
The professional was on time | 719 (68.22) | |
|
|
I waited <5 min | 143 (13.57) | |
|
|
I waited >5 min | 62 (5.88) | |
|
|
I waited >10 min | 42 (3.98) | |
|
|
I waited >15 min | 63 (5.97) | |
|
|
I don’t know | 22 (2.08) | |
| Did the professional read your health record? | |||
|
|
Yes | 991 (94.02) | |
|
|
Not thoroughly | 25 (2.37) | |
|
|
No | 2 (0.19) | |
|
|
I don’t know | 21 (1.99) | |
| Did you get answers you could understand? | |||
|
|
Yes | 985 (93.45) | |
|
|
Most answers were understandable | 26 (2.46) | |
|
|
No | 2 (0.19) | |
|
|
No opportunity to ask questions | 0 (0) | |
|
|
I didn’t have any questions | 26 (2.47) | |
| Did you trust the professional? | |||
|
|
Yes | 1021 (96.87) | |
|
|
Less than I wanted | 17 (1.61) | |
|
|
No | 4 (0.38) | |
| Was there enough time to talk to the professional about your disease or problem? | |||
|
|
Yes | 1015 (96.29) | |
|
|
I needed more time | 14 (1.33) | |
|
|
No | 1 (0.09) | |
|
|
I don’t know | 3 (0.28) | |
| Could you participate in the decision making process? | |||
|
|
Yes | 732 (69.45) | |
|
|
Less possible than I wanted | 18 (1.71) | |
|
|
No | 10 (0.95) | |
|
|
No need | 272 (25.81) | |
|
|
I don’t know | 7 (0.66) | |
| Could a relative participate in the conversation? | |||
|
|
Yes | 499 (47.34) | |
|
|
More possible than I wanted | 8 (0.76) | |
|
|
Less possible than I wanted | 4 (0.38) | |
|
|
No | 8 (0.76) | |
|
|
There were no relatives present | 241 (22.87) | |
|
|
No need | 277 (26.28) | |
|
|
I don’t know | 4 (0.38) | |
| Did the professional explain the advantages and disadvantages of treatment or diagnostic process? | |||
|
|
Yes | 743 (70.49) | |
|
|
Some aspects weren’t clearly explained | 20 (1.89) | |
|
|
No | 4 (0.38) | |
|
|
There was no explanation | 2 (0.19) | |
|
|
No need | 268 (25.43) | |
| Did the professional explain the adverse effects of the new medication? | |||
|
|
Yes | 170 (16.13) | |
|
|
There wasn’t enough explanation | 23 (2.18) | |
|
|
No | 11 (1.04) | |
|
|
I didn’t receive new medication | 829 (78.65) | |
| Did the professional tell you what to do after the visit? | |||
|
|
Yes | 784 (74.38) | |
|
|
Not enough | 14 (1.33) | |
|
|
No | 7 (0.66) | |
|
|
No need | 228 (21.63) | |
|
|
I don’t know | 9 (0.85) | |
| Could you speak to anyone of the hospital about your worries and anxieties? | |||
|
|
Yes | 235 (22.29) | |
|
|
Sometimes | 24 (2.28) | |
|
|
No | 25 (2.37) | |
|
|
No need | 758 (71.92) | |
aThe total in some sections is not 100% owing to missing responses.