Background
As COVID-19 accelerated telehealth use, we examined correlates of patient satisfaction with telehealth before and during COVID-19.
Methods
In this cross-sectional observational study, patients with a telehealth visit between October 2019 and April 2020 were invited to complete a satisfaction survey. We used multivariable, hierarchical, cumulative-logit models to examine correlates of quality of care and interest in future telehealth use.
Results
A total of 8,930 patients completed the survey, with a surge in responses seen on March 22 (on/after: 94%). Most patients saved time and were satisfied with the patient portal, video quality and instructions (Figure). Positive correlates of quality of care and interest in future telehealth use were ease of portal (OR=1.43, 95%CI 1.30-1.58; OR=1.56, 95%CI 1.41-1.73, respectively), video quality (OR=1.62, 95%CI 1.50-1.75; OR=1.26, 95%CI 1.16-1.37, respectively), instructions (OR=5.62, 95%CI 5.05-6.26; OR=1.80, 95%CI 1.62-2.01, respectively) and time saved (>4 hours OR=1.69, 95%CI 1.22-2.34; OR=3.49, 95%CI 2.47-4.93, respectively). Those seen after March 22 (OR=0.76, 95%CI 0.63-0.93) or by high-volume providers (OR=0.71, 95%CI 0.60-0.85) had a lower interest in future telehealth use.
Conclusion
While satisfaction levels were relatively high, better ratings of technical support, instructions and time saved resulted in higher satisfaction, with visits during the pandemic and with high-volume providers in lower satisfaction.
Footnotes
Poster Contributions
Saturday, May 15, 2021, 2:45 p.m.-3:30 p.m.
Session Title: Spotlight on Special Topics: Innovation, Digital Health, and Technology 3
Abstract Category: 60. Spotlight on Special Topics: Innovation, Digital Health, and Technology