Maintenance Notice

Due to necessary scheduled maintenance, the JMIR Publications website will be unavailable from Wednesday, July 01, 2020 at 8:00 PM to 10:00 PM EST. We apologize in advance for any inconvenience this may cause you.

Who will be affected?

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

The final, peer-reviewed published version of this preprint can be found here:

Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

Serhal E, Kirvan A, Sanches M, Crawford A

Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

J Med Internet Res 2020;22(9):e19198

DOI: 10.2196/19198

PMID: 32755896

PMCID: 7556368

Client Satisfaction and Experience with Telepsychiatry: Development and Validation of a Survey using Clinical Quality Domains

  • Eva Serhal; 
  • Anne Kirvan; 
  • Marcos Sanches; 
  • Allison Crawford

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.


 Citation

Please cite as:

Serhal E, Kirvan A, Sanches M, Crawford A

Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

J Med Internet Res 2020;22(9):e19198

DOI: 10.2196/19198

PMID: 32755896

PMCID: 7556368

Download PDF


Request queued. Please wait while the file is being generated. It may take some time.

© The authors. All rights reserved. This is a privileged document currently under peer-review/community review (or an accepted/rejected manuscript). Authors have provided JMIR Publications with an exclusive license to publish this preprint on it's website for review and ahead-of-print citation purposes only. While the final peer-reviewed paper may be licensed under a cc-by license on publication, at this stage authors and publisher expressively prohibit redistribution of this draft paper other than for review purposes.