Accepted for/Published in: Journal of Medical Internet Research
Date Submitted: Apr 8, 2020
Date Accepted: Jul 25, 2020
Date Submitted to PubMed: Aug 6, 2020
Client Satisfaction and Experience with Telepsychiatry: Development and Validation of a Survey using Clinical Quality Domains
ABSTRACT
Background:
Telepsychiatry is an increasingly utilized model of mental health care that connects clients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resources.
Objective:
The primary objective of this research was to develop a validated survey tool to measure client experience and satisfaction with telepsychiatry based on clinical quality domains. Our study also sought to understand which health service outcomes were most strongly correlated with overall satisfaction in the context of telepsychiatry.
Methods:
This study uses commonly used health service outcomes to evaluate patient experience across five domains: Access/Timeliness, Appropriateness, Effectiveness, Efficiency and Safety. This survey was developed and validated with a panel of subject matter and process experts, and piloted with 274 patients that received clinical consultations through the TeleMental Health Program at the Centre for Addiction and Mental Health. Factor analysis was used to determine correlations between questions and clinical quality domains, and was also used to assess model fit.
Results:
The study provides a validated survey to measure patient satisfaction and experience with telepsychiatry. Both Safety and Access/Timeliness were found to be statistically significant predictors of satisfaction.
Conclusions:
By situating patient satisfaction and experience within this framework, the survey facilitates patient data collection and interpretation through a clinical quality lens.
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Copyright
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