A multinational survey of patient utilization of and value conveyed through virtual symptom triage and healthcare referral

Abstract

ObjectiveTo describe the use patterns, impact and derived patient-user value of a mobile web-based virtual triage/symptom checker.MethodsOnline survey of 2,113 web-based patient-users of a virtual triage/symptom checker was completed over an 8-week period. Questions focused on triage and care objectives, pre- and post-triage care intent, frequency of use, value derived and satisfaction with virtual triage. Responses were analyzed and stratified to characterize patient-user pre-triage and post-triage intent relative to triage engine output.ResultsSeventy-eight percent of virtual triage users were female, and 37% were 18–24 years old or younger, 28% were 25–44, 16% were 45–54, and 19% were 55 years or older; 41.2% completed the survey from the U.S., 12.5% from the U.K., 9.1% from Canada, 5.6% from India, 3.8% from South Africa. Motivations were to determine need to consult a physician (44.2%), to secure medical advice without visiting a physician (21.0%), and to confirm a diagnosis received (14.2%). Forty-three percent were first time users of virtual triage, 36.6% utilized a triage engine at least once every few months or more often. Pre-triage, 40.5% did not know what level of healthcare they were planning to utilize, 33.9% stated they intended to seek a physician consultation, 23.7% engage self-care and 1.8% seek emergency care. Virtual triage recommended 56.8% of patient-users consult a physician, 33.8% seek emergency care and 9.4% engage self-care. In three-fourths, virtual triage helped users decide level of care to pursue. Among 74.1%, triage recommended care different than pre-triage intentions. Post-triage, those who remained uncertain of their care path decreased by 25.4%. Patient-user experience and satisfaction with virtual triage was high, with 80.1% stating that they were highly likely or likely to use it again, and interest in and willingness to use telemedicine doubled.ConclusionVirtual triage successfully redirected patient-users who initially planned to seek an inappropriate level of care acuity, reduced patient uncertainty of care path, and doubled the percentage of patients amenable to telemedicine and virtual health engagement. Patient-users were highly satisfied with virtual triage and the virtual triage patient experience, and a large majority will use virtual triage recurrently in the future.

The potential of virtual triage AI to improve early detection, care acuity alignment, and emergent care referral of life-threatening conditions

“…Men were also more likely to state an intent to seek emergency care (9.3%) than women (7.1%) ( p = 0.05). The sample breakdown of patient-user respondents by gender, with women comprising over two-thirds of VT interviews, reflects the pattern of all Symptomate users ( 16 ). Overall, the lack of perceived urgency of symptoms is similar between genders.…”

The Role of Virtual Triage in Improving Clinician Experience and Satisfaction: A Narrative Review

“…VT allows for precise targeting of the medical interview by integrating additional, often complex data, directing the patient to the right level of care, the right specialist, and the right form of consultation. 41 …”

How Virtual Triage Can Improve Patient Experience and Satisfaction: A Narrative Review and Look Forward

“…Providers have recognized the value of offering new ways for patients to engage with health systems beyond conventional channels, and this has led to increased investment in establishing digital front doors to their services. With 40% of patients reporting before VT that they did not know what acuity level of care to seek, 55 VT creates greater patient access to care when and where they need it, encouraging patients to engage earlier in their care journey. VT tools that have undergone rigorous clinical evaluation and standardization may have significant potential to improve patient care pathways when integrated with patient support in health care decision-making.…”