Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study

New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with thi...

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Vydáno v:	Journal of medical Internet research Ročník 22; číslo 9; s. e20786
Hlavní autoři:	Ramaswamy, Ashwin, Yu, Miko, Drangsholt, Siri, Ng, Eric, Culligan, Patrick J, Schlegel, Peter N, Hu, Jim C
Médium:	Journal Article
Jazyk:	angličtina
Vydáno:	Canada JMIR Publications 09.09.2020
Témata:	Academic Medical Centers Adolescent Adult Aged Aged, 80 and over Ambulatory Care - statistics & numerical data Betacoronavirus Coronavirus Infections COVID-19 Female Health Care Surveys Humans Male Middle Aged New York City Original Paper Pandemics Patient Satisfaction Pneumonia, Viral Retrospective Studies SARS-CoV-2 Telemedicine - statistics & numerical data Young Adult New York City telemedicine remote consultation medicine practice patterns COVID-19 patient satisfaction health services research health care delivery health care reform health policy medical informatics physicians disruptive technology pandemics
ISSN:	1438-8871, 1439-4456, 1438-8871
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Abstract	New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. This study aimed to determine if patient satisfaction differs between video and in-person visits. In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction. Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.
AbstractList	BackgroundNew York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. ObjectiveThis study aimed to determine if patient satisfaction differs between video and in-person visits. MethodsIn this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre–COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. ResultsWe experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE –2.05; 95% CI –2.66 to –1.22), female gender (PE –0.73; 95% CI –0.96 to –0.50), and new visit type (PE –0.75; 95% CI –1.00 to –0.49) were associated with lower patient satisfaction. ConclusionsPatient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine. New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. This study aimed to determine if patient satisfaction differs between video and in-person visits. In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction. Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine. New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter.BACKGROUNDNew York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter.This study aimed to determine if patient satisfaction differs between video and in-person visits.OBJECTIVEThis study aimed to determine if patient satisfaction differs between video and in-person visits.In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively.METHODSIn this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively.We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction.RESULTSWe experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction.Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.CONCLUSIONSPatient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.
Author	Schlegel, Peter N Ng, Eric Ramaswamy, Ashwin Drangsholt, Siri Culligan, Patrick J Hu, Jim C Yu, Miko
AuthorAffiliation	1 Department of Urology Weill Cornell Medicine New York, NY United States
AuthorAffiliation_xml	– name: 1 Department of Urology Weill Cornell Medicine New York, NY United States
Author_xml	– sequence: 1 givenname: Ashwin orcidid: 0000-0002-8816-7838 surname: Ramaswamy fullname: Ramaswamy, Ashwin – sequence: 2 givenname: Miko orcidid: 0000-0001-5491-0278 surname: Yu fullname: Yu, Miko – sequence: 3 givenname: Siri orcidid: 0000-0001-8263-7897 surname: Drangsholt fullname: Drangsholt, Siri – sequence: 4 givenname: Eric orcidid: 0000-0002-8599-5451 surname: Ng fullname: Ng, Eric – sequence: 5 givenname: Patrick J orcidid: 0000-0002-2982-8667 surname: Culligan fullname: Culligan, Patrick J – sequence: 6 givenname: Peter N orcidid: 0000-0002-7129-8137 surname: Schlegel fullname: Schlegel, Peter N – sequence: 7 givenname: Jim C orcidid: 0000-0003-2562-8024 surname: Hu fullname: Hu, Jim C
BackLink	https://www.ncbi.nlm.nih.gov/pubmed/32810841$$D View this record in MEDLINE/PubMed
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Cites_doi	10.1093/jamia/ocaa072 10.1136/bmjqs-2017-007071 10.1097/hpc.0b013e31821c5da8 10.1111/j.1445-5994.2011.02537.x 10.1111/acem.13248 10.1001/jama.2012.7381 10.1136/bmj.m998 10.1001/jamaneurol.2013.123 10.1136/bmj.320.7248.1517 10.1038/s41746-020-0279-6 10.1001/jamapsychiatry.2014.1575 10.1016/j.jamcollsurg.2020.03.019 10.1377/hlthaff.2011.0216 10.1016/j.ajem.2018.08.017 10.3171/2018.8.SPINE18594 10.7326/m20-1201 10.2196/10235 10.1016/j.arth.2019.06.045 10.12788/jhm.3037 10.1056/nejmoa1009370 10.2196/18961 10.1097/MLR.0b013e31819a5acc 10.1161/01.str.30.2.464 10.1177/0885066618775956 10.1056/NEJMp2003539 10.1016/j.diabres.2016.04.019 10.1016/j.anai.2016.07.012 10.1016/j.cardfail.2011.03.009 10.2196/jmir.9284 10.1377/hlthaff.2013.1021 10.1016/s0140-6736(17)31327-2 10.1001/jamaneurol.2020.1452 10.5811/westjem.2014.11.21768 10.1001/jamainternmed.2018.1314 10.1056/nejmp1511701 10.1258/135763303771005207 10.1371/journal.pone.0071238 10.1001/jama.2017.17094
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Copyright	Ashwin Ramaswamy, Miko Yu, Siri Drangsholt, Eric Ng, Patrick J Culligan, Peter N Schlegel, Jim C Hu. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 09.09.2020. Ashwin Ramaswamy, Miko Yu, Siri Drangsholt, Eric Ng, Patrick J Culligan, Peter N Schlegel, Jim C Hu. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 09.09.2020. 2020
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License	Ashwin Ramaswamy, Miko Yu, Siri Drangsholt, Eric Ng, Patrick J Culligan, Peter N Schlegel, Jim C Hu. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 09.09.2020. This is an open-access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in the Journal of Medical Internet Research, is properly cited. The complete bibliographic information, a link to the original publication on http://www.jmir.org/, as well as this copyright and license information must be included.
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Title	Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study
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