JMIR Publications

ABSTRACT

Background:

Since COVID-19 rapidly made telemedicine a necessity, it is clear that virtual patient visits are going to be part of the new norm in continued outpatient care as we move into a post-pandemic reality. However, we are still learning about patients’ experiences and preferences amidst the rapid and widespread deployment of telemedicine.

Objective:

To determine patients’ satisfaction with and experiences of telehealth services during the COVID-19 pandemic among those seeking care at Community Health Center Association of Connecticut (CHCACT) member clinics.

Methods:

Data were collected using a 24-question phone survey which asked about telehealth use, frequency of telehealth visits, and barriers experienced. Participants were eligible if they were 18 or older, English-speaking, and currently receiving care at one of 3 participating CHCACT clinics.

Results:

383 participants completed the phone survey throughout July 2021. The median age grouping was between 55-59 years of age, and the majority were female (63%). Since COVID-19, 78% reported having one or more audio-only telehealth visits (from 31% before), and 53% had one or more video telehealth visit (from 13% before). Most reported being very satisfied with their visits (86%) and that they felt confident in their provider’s ability to address their needs (74%). Most did not experience technical problems or have difficulty understanding how to connect to their provider. Even among older participants (60 and over), only 28% reported having difficulty understanding how to connect to their provider, compared with 23% of 40-59 year-olds and 18% of 18-39 year-olds. Forty-five percent reported being very likely to continue using telehealth even after the pandemic. However, 52% would have liked the option of in-person visits if they had been available in the past year.

Conclusions:

These results suggest that most patients find telehealth visits an appropriate and accessible means of accessing healthcare, though some still like the option of seeing their provider in person. Future work should compare provider and patient experiences and identify optimal means of making the encounters mutually satisfying and beneficial.