Patient Experiences With Virtual Care During the COVID-19 Pandemic: Phenomenological Focus Group Study (Preprint)

Abstract

BACKGROUND Virtual care has expanded during COVID-19 and enabled greater access and continuity of care for many patients. The purpose of this qualitative study was to explore patients’ experiences and perspectives with adoption and use of virtual care during COVID-19. OBJECTIVE The purpose of this qualitative study was to explore patients’ experiences and perspectives with adoption and use of virtual care during COVID-19. METHODS A focus group with a purposive sample of patient representatives was conducted. RESULTS Respondents felt virtual care is a beneficial addition to the healthcare system, enabling greater convenience and access to healthcare services. Key barriers and challenges in adopting and using virtual care included patients’ attitudes or confidence due to lack of knowledge, understanding and familiarity. Cost, technological access, connectivity, and low digital literacy were challenges for some patients, particularly in rural communities and amongst seniors. Patient education and support was critical and needed to be inclusive, easy to understand, and include information regarding privacy, security, consent and the technology. Types of patient education experiences regarded as most helpful included peer support and knowledge sharing among patients themselves. CONCLUSIONS Beyond the COVID-19 pandemic, virtual care will have a continuing role in enhancing continuity of care through more convenient access. The educational and informational needs of patients are important considerations in promoting adoption and use of virtual care. Key educational and informational needs and strategies were identified to enable and empower patients with the knowledge, digital literacy skills and supports to effectively use virtual care.