Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

Abstract

Background Telepsychiatry is an increasingly used model of mental health care that connects patients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resources or in clinical situations where in-person care is unavailable. Objective This study aims to develop a validated survey tool to measure patient experience and satisfaction with telepsychiatry based on the quality of care domains. This study also seeks to understand which health service outcomes were most strongly correlated with overall satisfaction in the context of telepsychiatry. Methods The survey created in this study was developed and validated with a panel of subject matter and process experts and was piloted with 274 patients who received clinical consultations through the TeleMental Health Program at the Centre for Addiction and Mental Health. Factor analysis was used to determine correlations between questions and quality of care domains and was also used to assess model fit. Results The study provides a validated survey to measure patient satisfaction and experience with telepsychiatry across 4 domains: access and timeliness, appropriateness, effectiveness, and safety. Both safety and access and timeliness were found to be statistically significant predictors of satisfaction in our sample. Conclusions By situating patient satisfaction and experience within this framework, the survey facilitates patient data collection and interpretation through a clinical quality lens.

Patient Attitudes Toward Telepsychiatry During the COVID-19 Pandemic: A Nationwide, Multisite Survey

“…Our results are aligned with other surveys very recently validated based on quality of care domains [ 24 ], showing high levels of satisfaction with telepsychiatry services. Other recent studies in older [ 25 , 26 ] and younger [ 27 ] adults showed similar results, all in smaller samples.…”

Patient and provider experiences of telemental health during the COVID-19 pandemic in a New York City academic medical center

“…Our findings of positive patient and provider experiences with TMH during the COVID-19 pandemic, along with the preference for integrating TMH in the post-pandemic world, were consistent with emerging literature in the early course of the pandemic. ( Guinart et al, 2021 , 2020 ; Sasangohar et al, 2020 ; Serhal et al, 2020 ). General telehealth studies have found that both patients and providers have high levels of satisfaction with the use of telehealth and are willing to use it in the future, finding it to be comparable in quality of care delivery, with increased flexibility and lower cost ( Andrews et al, 2020 ; Malouff et al, 2021 ).…”

Investigating consultant-led virtual review as a model for implementing 7-day cardiology services in UK clinical practice

“…Such results are supported by findings from similar surveys, demonstrating high levels of satisfaction across a range of telehealth and tele-rounding services, even in older patients who may be considered more digitally averse. 9,10 It may be, however, that the clinician-driven nature of the virtual review service allows for improved patient satisfaction in this age group, with further studies indicating comparable acceptability to younger adults. 11…”