Hello, can you hear me? Orthopaedic clinic telephone consultations in the COVID-19 era- a patient and clinician perspective

Vusirikala, Anuhya; Ensor, David; Asokan, Ajay; Lee, Alvin; Ray, Ravi; Tsekes, Dimitrios; Edwin, John

doi:10.5312/wjo.v12.i1.24

Cited by 22 publications

(30 citation statements)

References 17 publications

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“…This research also provides interesting insight into both staff and patients reporting increased sense of accessibility, and patient perception of enhanced affordability. Our work therefore contributes towards furthering previous research [4,9-17] reporting on small sample sizes and generally single service focus, while we report on a comparatively large sample across outpatient services, in a rural and aging setting [18,24].…”

Section: Discussionsupporting

confidence: 54%

“…Although there is guidance on how to deliver VCs [6,7,8] and growing evidence exploring the rapid implementation of VCs in various areas of health care [4,9-17], there are relatively few empirical studies of VCs. For example, Doraiswamy et al reviewed 543 articles relating to telehealth (including telephone, VC and other communication methods) during COVID-19, only 12% of articles presented empirical work, with few studies conducted in the United Kingdom (UK) focussing on VC [16].…”

Section: Introductionmentioning

confidence: 99%

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Exploring Patient and Staff Experiences of Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Bradwell

Baines

Edwards

et al. 2020

Preprint

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Objectives Video consultations (VCs) have been rapidly implemented in response to Covid-19. However, limited research has explored patient experiences of VCs in this context. This research therefore explored patient experiences of VCs during their early stages of implementation in response to Covid-19. Design Secondary data analysis of routine patient survey responses using descriptive statistics and inductive thematic analysis. Setting and participants 955 (22.6%) survey responses following a VC using Attend Anywhere in a rural, aging and outpatient care setting between June and July 2020. Results Most (93.2%) respondents reported having ‘good’ (n=210, 22.0%), or ‘very good’ (n=680, 71.2%) experiences with VCs. Most respondents accessed their VC alone (n=806, 84.4%), except for those aged 71+ (n=23/58, 39.7%). Most participants reported feeling listened to and understood (n=904, 94.7%), felt their needs had been met (n=860, 90.1%) and were able to communicate everything they wanted (n=848, 88.8%). Satisfaction with communication was very strongly associated with satisfaction with the technical performance of the VC (p<0.001). Free text responses had three key themes: i) barriers to VC use including technological difficulties, quality of patient information and accessibility or suitability concerns; ii) potential benefits including reduced stress and anxiety, enhanced accessibility, cost and time savings; and iii) patient suggested improvements including trial calls, turning music off, facilitating photo uploads, expanding written character limit and supporting other internet browsers. Most (92.1%) participants were likely to choose a VC again in the future. Conclusions The vast majority of respondents reported positive experiences of VCs. Identified benefits of enhanced accessibility, affordability, time, monetary and environmental savings are particularly interesting for future service delivery. Further research is needed, using rapid co-design techniques, to improve feedback methods, patient information and experience to support sustainability and to address accessibility and experience of patients excluded from this work, through lack of VC access. Article summary Strengths and limitations of this study Large data set of “real world” patient feedback during the early stages of video consultation use in response to Covid-19. Findings from this research provide important and early insights into patient experiences of video consultations following their rapid implementation in response to Covid-19. Quantitative and qualitative insight into patient experience, barriers, benefits and suggested improvements. Secondary data means we are unable to identify patients providing multiple responses. Feedback was collected from patients who had successfully completed a video consultation, data may therefore contain positive bias. Experiences or barriers for individuals who have not been able to, or chosen not to use video consultations currently remain unknown.

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Section: Discussionsupporting

confidence: 54%

Section: Introductionmentioning

confidence: 99%

Exploring Patient and Staff Experiences of Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Bradwell

Baines

Edwards

et al. 2020

Preprint

View full text Add to dashboard Cite

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“…VC is now central to the ongoing functions of patient care within the NHS in the United Kingdom. VCs have been shown to result in high levels of satisfaction 4 , 5 and to be a feasible method to maintain care during the pandemic. 6 , 7 The UK Government established guidance for face‐to‐face (F2F) assessments during COVID‐19, 8 which included requirements for risk assessments, temperature checks, face coverings, hand sanitizer, social distancing, provision of personal protective equipment, cleaning after appointments and ventilation.…”

Section: Introductionmentioning

confidence: 99%

“…Much of the research published since the COVID‐19 pandemic investigates the acceptability of VC and the degree to which patients are satisfied with its use. 4 , 5 …”

Section: Introductionmentioning

confidence: 99%

Patient, clinician and manager experience of the accelerated implementation of virtual consultations following COVID‐19: A qualitative study of preferences in a tertiary orthopaedic rehabilitation setting

Gilbert

Jones

Stokes

et al. 2022

Health Expectations

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Aim To investigate the experiences of patients, clinicians and managers during the accelerated implementation of virtual consultations (VCs) due to COVID‐19. To understand how patient preferences are constructed and organized. Methods Semi‐structured interviews with patients, clinicians and managerial staff at a single specialist orthopaedic centre in the United Kingdom. The interview schedule and coding frame were based on Normalisation Process Theory. Interviews were conducted over the telephone or by video call. Abductive analysis of interview transcripts extended knowledge from previous research to identify, characterize and explain how patient preferences for VC were formed and arranged. Results Fifty‐five participants were included (20 patients, 20 clinicians, 15 managers). Key mechanisms that contribute to the formation of patient preferences were identified. These were: (a) context for the consultation (normative expectations, relational expectations, congruence and potential); (b) the available alternatives and the implementation process (coherence, cognitive participation, collective action and reflexive monitoring). Patient preferences are mediated by the clinician and organisational preferences through the influence of the consultation context, available alternatives and the implementation process. Conclusions This study reports the cumulative analysis of five empirical studies investigating patient preferences for VC before and during the COVID‐19 pandemic as VC transitioned from an experimental clinic to a compulsory form of service delivery. This study has identified mechanisms that explain how preferences for VC come about and how these relate to organisational and clinician preferences. Since clinical pathways are shaped by interactions between patient, clinicians and organisational preferences, future service design must strike a balance between patient preferences and the preferences of clinicians and organisations. Patient and Public Contribution The CONNECT Project Patient and Public Involvement (PPI) group provided guidance on the conduct and design of the research. This took place with remote meetings between the lead researcher and the chair of the PPI group during March and April 2020. Patient information documentation and the interview schedule were developed with the PPI group to ensure that these were accessible.

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“…Other studies reflect high patient satisfaction with telephone consultations undertaken throughout COVID-19 [3][4][5][6][7][8][9][10].…”

mentioning

confidence: 99%

Patients’ perspectives on telephone outpatients during a pandemic

et al. 2022

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Hello, can you hear me? Orthopaedic clinic telephone consultations in the COVID-19 era- a patient and clinician perspective

Cited by 22 publications

References 17 publications

Exploring Patient and Staff Experiences of Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Exploring Patient and Staff Experiences of Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Patient, clinician and manager experience of the accelerated implementation of virtual consultations following COVID‐19: A qualitative study of preferences in a tertiary orthopaedic rehabilitation setting

Patients’ perspectives on telephone outpatients during a pandemic

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