Introduction
We aimed to assess patient satisfaction of conversion to phone consultation in urology clinic during the COVID-10 pandemic, and to investigate potential patient complaints that could be handled as phone consultations in the future.
Methods
We conducted a retrospective review for new urological teleconsultations between April 2020 and September 2020 at our institute. A telephone interview was conducted with potential participants who were invited to answer a designed questionnaire. The questionnaire included nine questions covering patient satisfaction, quality of educational information, confidentiality, ability to share sensitive information, efficacy in absence of physical examination, overall acceptance, and preference of future teleconsultation regarding time and cost saving. Patients’ responses were scaled using a five-point Likert scale (1=strongly disagree to 5=strongly agree).
Results
After screening and assessment, 770 of 864 (89.1%) patients fulfilled the inclusion criteria; 94 (10.9%) were excluded due to hearing impairment or age under 18. Forty-two (5.5%) refused to participate, 310 (40.3%) of the patients could not be reached by phone, and eventually 307 (39.9%) completed the questionnaire. The highest percentage of agreement (94.4%) was among those who felt consultation was private and confidential. The lowest agreement was found in the question relating to the ability of the physician to do the job without physical exam (72.3%). A total of 204 (66.4%) patients agreed to future teleconsultation regarding time and cost savings (Table 1). On multivariate analysis, irritative lower urinary symptoms was the only independent factor associate with high degree of satisfaction (p=0.02) and wish for future teleconsultation (p=0.03).
MP-11.1. Table 1.
Participants’ response to questionnaire
| Extremely disagree n (%) |
Disagree n (%) |
Neutral n (%) |
Agree n (%) |
Extremely agree n (%) |
|
|---|---|---|---|---|---|
| Q1: Ability to express concerns | 2 (0.7) | 5 (1.6) | 27 (8.8) | 107 (34.9) | 164 (53.4) |
| Q2: Quality of teleconsultation | 2 (0.7) | 10 (3.3) | 22 (7.2) | 106 (34.5) | 166 (54.1) |
| Q3: Timing and efficacy | 3 (1.0) | 2 (0.7) | 18 (5.9) | 78 (25.4) | 206 (67.1) |
| Q4: Confidentiality | 0 (0.0) | 1 (0.3) | 14 (4.6) | 60 (19.5) | 230 (74.9) |
| Q5: Ability to share sensitive information | 0 (0.0) | 6 (2.0) | 17 (5.5) | 65 (21.2) | 219 (71.3) |
| Q6: Quality of education | 1 (0.3) | 9 (2.9) | 33 (10.7) | 86 (28.0) | 178 (58.0) |
| Q7: Degree of overall satisfaction | 2 (0.7) | 9 (2.9) | 26 (8.5) | 87 (28.3) | 183 (59.6) |
| Q8: Ability to conduct teleconsultation without physical examination | 6 (2.0) | 19 (6.2) | 58 (18.9) | 104 (33.9) | 118 (38.4) |
| Q9: Preference of future teleconsultation regarding cost and distance | 16 (5.2) | 27 (8.8) | 58 (18.9) | 79 (25.7) | 125 (40.7) |
Conclusions
Urological teleconsultation is a feasible option during travel restrictions, as during COVID-19 pandemic. Two-thirds of patients agree to future teleconsultation. For one-third of patients, the inability to perform physical examinations is a concern.



