Patient satisfaction with telehealth consultations in medical oncology clinics: A cross-sectional study at a metropolitan centre during the COVID-19 pandemic

Abstract

Introduction The coronavirus disease 2019 (COVID-19) pandemic has resulted in a widespread adoption of telehealth (phone and video consultations) in cancer care worldwide. The aim of this study was to determine patient satisfaction with telehealth consultations with their medical oncologist at a tertiary cancer centre in Sydney, Australia. Methods Patients who attended a routine telehealth appointment at the medical oncology outpatient clinic were recruited to complete a questionnaire containing 16 items, each on a 5-point Likert scale regarding satisfaction levels in various aspects of telehealth and their willingness to continue telehealth after the pandemic. Patients were also invited to provide suggestions for improvement. Results In total, 150 patients were invited to participate, and 103 valid questionnaires were returned. Median age was 63 years (range: 25–90), 49% of patients were male, 63% of patients had advanced cancer and 81% were on active treatment. In total, 95% of participants indicated that they were satisfied (score ≥4) with telehealth. 82% of participants preferred to continue telehealth consultations after the coronavirus disease 2019 pandemic, but ideally with a mix of telehealth and in-person consultations. Phone appointments (vs. video, p < 0.002), patients with advanced cancer (vs. early, p < 0.036) and pre-chemotherapy/immunotherapy/targeted therapy treatment reviews (vs. follow-up appointments, p < 0.001) were significantly associated with a willingness to continue telehealth. Discussion Patients were overwhelmingly satisfied with telehealth during the study period and were willing to continue telehealth for some appointments beyond the coronavirus disease 2019 pandemic. More research into the effectiveness, safety and implementation of telehealth to compliment traditional face-to-face services for patient-centred cancer care is required.

Telehealth in cancer care during the COVID-19 pandemic

“…The COVID-19 pandemic has been a major catalyst for widespread deployment of TH to reduce travel across jurisdictions and minimise foot traffic through healthcare services. 6 – 8 However, TH which has been utilised for more than 20 years to deliver care, 9 offers additional benefits such as reduction of financial burden, 10 social disruption and psychosocial distress; enhanced monitoring to mitigate treatment-related toxicities, initiate timely interventions and education; expansion of clinical care and research reach, improved efficiencies and flexibility for integrated care delivery. 11 , 12 Data supports the use of TH, with comparable outcomes to standard models of care.…”

Cancer care and management during COVID-19: A comparison of in-person, video and telephone consultations

“…Telehealth was most frequently used during the treatment, care after initial treatment and follow-up stages of cancer care management. 12 It was least frequently used at the initial and end stages of management. Clinicians perceived in-person care to be the most effective, followed by video and then telephone.…”

Limited waiting areas in outpatient clinics: an intervention to incorporate the effect of bridging times in blueprint schedules

“…Literature suggests that in some cases in-person appointments are preferred over digital ones,20 21 while in other cases this preference is reversed,20–22 where the structure of the digital or in-person appointment strongly contributes to its effectiveness 20 23. Our intervention aims to schedule all appointments of the pre-COVID-19 case mix, maximising the number of in-person appointments, taking into account medical restrictions on appointments that cannot be replaced by a digital alternative.…”