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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Shrnutí: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.
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ISSN:1438-8871
1439-4456
1438-8871
DOI:10.2196/20786