Patient and family perceptions of the provision of medicines as part of virtual outpatient consultations for children during COVID-19 pandemic

Abstract

ObjectivesTo evaluate (1) views and perceptions of patients/parents/carers and healthcare professionals on the medicines optimisation (MO) process following virtual outpatient clinic (VOC) during the COVID-19 pandemic and (2) the processes introduced at this time, identifying areas for improvements and suggest potential solutions.DesignA mixed-methods service evaluation using qualitative and quantitative methods of the MO pathway in children aged 0–18 years following VOC across three specialist children’s units.Semi-structured interviews were conducted over the telephone with the participants exploring their experiences and categorised into themes.Process mapping sessions with the multidisciplinary team identified areas for improvement and an ease impact framework developed for potential solutions.Outcome measures included: (1) themes from interviews, (2) patients satisfaction rates, (3) process maps and (4) development of a simplified future process.ResultsOne hundred and twenty-five patients’ families were contacted: 71 families consented to participate and their views were categorised into four main themes: (1) patient experience, (2) communication, (3) need for virtual video consultations for patient education by hospital pharmacists and (4) need for electronic processes to send prescriptions to local pharmacies.Median patient satisfaction rate was 96% (range 67%–100%). The convenience of receiving medications directly to patient’s homes; access to medicines information helplines and education provided by pharmacists were regarded as valuable. Communication between care providers, development of virtual video consultations by hospital pharmacists and electronic transfer of some prescriptions directly to community pharmacies were identified as areas of improvement.ConclusionsParticipants appreciated the pharmacy processes adopted during the pandemic, however, challenges and recommendations for improvement in delivering MO VOC were identified. As digital innovations evolve within the NHS, future research should focus on integrated care and improved communication between care providers with selected medications prescribed directly to community pharmacies using electronic prescription service, with clinical screening and education provided by hospital pharmacists.

Satisfaction with telemedicine use during COVID-19 pandemic in the UK: a systematic review

“…Four of the included studies used mixed methods [ 17 , 21–23 ] and the remaining were quantitative studies. Most studies evaluated the satisfaction of users of one specific clinical service except of 2 studies that examined various medical specialities [ 22 , 24 ]. All studies evaluated the satisfaction with telemedicine services in the context of COVID-19 pandemic.…”

“…Satisfaction with the use of telemedicine was reported on a range of medical departments and specialities. Apart from Elawady et al and Makhecha et al [ 22 , 24 ], all studies included in the current review, have evaluated specific service/speciality. These services included surgical specialities (general surgery, oculoplastic and adnexal surgery, oral and maxillofacial surgery and vascular surgery, urology, and orthopaedics).…”

“…In the two studies that focused on paediatric patients, the information on satisfaction was provided by parents, family or caregivers of these children. Results have demonstrated extremely high satisfaction of ≥ 98% by Darr et al [ 30 ], and 96% by Makhecha et al [ 22 ]. The later study showed that a range of 67%– 100% of families were satisfied with the convenience of the provision of medications for children directly to patient address [ 22 ].…”

“…Results have demonstrated extremely high satisfaction of ≥ 98% by Darr et al [ 30 ], and 96% by Makhecha et al [ 22 ]. The later study showed that a range of 67%– 100% of families were satisfied with the convenience of the provision of medications for children directly to patient address [ 22 ]. Another high rate of satisfactions was reported by Kaur et al where 97% of patients were satisfied with the quality of telemedicine services in the management of hyperthyroidism [ 25 ].…”

“…Ease and convenience of telemedicine were appreciated by most patients, families, and caregivers. Families who opted for teleconsultations for their children, appreciated the convenience of receiving medication at their address [ 22 ]. Furthermore, patients with long-standing illness valued the ease and convenience of telemedicine.…”