JMIR Publications

ABSTRACT

Background:

Transitioning non-emergency, ambulatory medical care to virtual visits in light of the COVID-19 global pandemic, has been a massive shift in philosophy and practice that naturally came with a steep learning curve for patients, physicians, and clinic administrators.

Objective:

We undertook a multi-method study to understand the key factors associated with successful and less successful experiences of virtual specialist care, particularly as they relate to patient experience of care.

Methods:

This study was designed as a multi-method patient experience study using survey methods, descriptive qualitative interview methodology and administrative virtual care data collected by the hospital decision support team. Six specialty departments participated in the study (Endoscopy, Orthopaedic Surgery, Neurology, Haematology, Rheumatology and Gastroenterology). All patients who could speak and read English and attended a virtual specialist appointment in a participating clinic at XXX Hospital between October 1, 2020, and January 30, 2021, were eligible to participate.

Results:

In the study period, 51,702 virtual specialist visits were conducted in the departments which participated in the study. Of those, 96% were conducted by telephone and 4% by video. In both the survey and interview data there was an overall consensus that virtual care is a satisfying alternative to in-person care, with benefits such as reduced travel, cost, time, COVID exposure, and increased convenience. Our analysis further revealed that the specific reason for the visit and the nature and status of the medical condition are important considerations in terms of guidance on where virtual care is most effective. Technology issues were not reported as a major challenge in our data given the majority of “virtual” visits reported by our participants were conducted by telephone, which is an important distinction. Despite the positive value of virtual care discussed by the majority of interview participants, 50% of survey respondents still indicated they would prefer to see their physician in person.

Conclusions:

Patient experience data from in this study indicates a high level of satisfaction with virtual specialty care but signals that there are nuances to be considered to ensure it is an appropriate and sustainable part of the standard of care. Clinical Trial: Not applicable.