JMIR Publications

ABSTRACT

Background:

Telehealth is expanding in the United States yet patients’ experiences with synchronous virtual visits has not been adequately investigated.

Objective:

The objective of this cross-sectional study was to assess patients’ experiences with virtual visits.

Methods:

Adults with a virtual visit between June 21, 2017 and July 12, 2017 were invited to complete a survey following their visit. The survey consisted of 21 Likert scale items and text boxes for comments. Factor analysis of the 21 items revealed three factors: experience with technology, patient-clinician engagement, and overall satisfaction. Multivariable logistic regression tested the associations between patient demographics, clinician type, prior relationship with clinician, and the three factors described above. Content analysis was used to identify themes in comments.

Results:

426/648 patients (66%) completed the survey, of whom 64% were female, with a mean age of 46 years, 79% had a physician clinician (versus an advanced practice provider), and 28% had a prior relationship with that clinician. Ninety percent reported their virtual visit made it easy to get the care they needed and 81% reported their virtual visit was as good as an in-person visit. Most (92%) agreed that their virtual visit clinician was interested in them as a person. Twenty percent of patients had technical difficulties during their virtual visit, which was associated with a lower odds of overall satisfaction (OR 0.46; 95%CI 0.28-0.76). Receiving care from an advanced practice provider was associated with higher odds of patient-clinician engagement (OR 2.28; 95%CI 1.25-4.16). Having a prior relationship with their virtual visit clinician was associated with lower comfort and ease with virtual technology (OR 0.58; 95%CI 0.35-0.98).

Conclusions:

Most patients reported positive experiences with virtual visits. Patients perceived that their virtual clinician cared about them as a person, an important finding given that the impact of the virtual interface on the patient-clinician relationship is largely unknown. Integrating more advanced practice providers into virtual visits may enhance patients’ care experiences. Virtual visits offer patients convenient access to care and provides an excellent patient experience. Clinical Trial: Not applicable.