Table 4.

Patient feedback on their virtual visit in their own words.

Domain			Patients, n (%)		Illustrative quotes
What did you like best about your virtual visit? (n=363)
	No travel or stay at home	145 (39.9)		“It was so much better to be able to not have to leave the house when I felt so awful and in so much pain.” [P46]
	Access or convenience	121 (33.3)		“I used it on a Holiday when my doctor’s office was closed, and it saved me the trip to Urgent Care while in pain.” [P487]
	Saved time	98 (26.9)		“I saved time, money and my health by being able to have this visit online.” [P109]
	Easy	94 (25.9)		“Having two kids, it was so easy to face time a provider to get the help I needed.” [P99]
	Quick	60 (16.5)		“The process was quick.” [P418]
	Clinician	50 (13.8)		“My online visit was with Dr. [name] and it was an honest pleasure interacting with her. She seemed legitimately interested and concerned regarding my health matter and at no time did I ever feel awkward or rushed.” [P530]
	Cost	36 (9.9)		“It saved me a lot of time and money. My care and concerns were addressed as if I was visiting the doctor in person. I am very pleased.” [P444]
	Continuity of care	20 (5.5)		“I loved the fact that I was able to see my provider, and not just anyone. I have seen this doctor for several years, and getting an in-person appointment with her is very hard to do. Therefore, getting an online appointment, I was able to see her faster.” [P82]
What can we improve? (n=100)
	User interface	30 (30)		“I would say the technology was faulty. I’m not an expert, but I followed the directions and it would not connect us.” [P459]
	Virtual visit information	14 (14)		“Perhaps a pre-appointment preparation list might help set appropriate expectations for patients. For example, ‘for the following problems, you may need to get additional tests/go to the ER, etc.’ This is because some people may not know these things.” [P96]
	Insurance coverage	10 (10)		“I would work to partner with more insurance providers to remove those barriers associated with utilizing health care coverage for this service, if I were the management team.” [P307]
	Access to prescriptions	9 (9)		“I was not able to get my prescription for strep through the express care online.” [P70]
	Link to the patient portal	5 (5)		“Cross-functionality with MyChart would be great.” [P223]
	More clinicians	4 (4)		“I want more specialized care in the app. Please have therapists, psychologists and other specialized doctors.” [P51]