Patterns of Use and Correlates of Patient Satisfaction with a Large Nationwide Direct to Consumer Telemedicine Service

Martinez, Kathryn A.; Rood, Mark; Jhangiani, Nikhyl; Kou, Lei; Rose, Stephen L.; Boissy, Adrienne; Rothberg, Michael B.

doi:10.1007/s11606-018-4621-5

Cited by 102 publications

(86 citation statements)

References 24 publications

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“…Patients rated their provider 5 stars (out of 5) 85% of the time, though this satisfaction was highly correlated with receipt of a prescription and with provision of drug coupons. Had they not used telemedicine, 43% of patients reported they would have used an urgent care clinic, 29% would have gone to the doctor’s office, 15% would have done nothing, and 6% would have gone to the emergency department [ 19 ].…”

Section: Synchronous Visitsmentioning

confidence: 99%

A Review of Patient and Provider Satisfaction with Telemedicine

Nguyen

Waller

Pandya

et al. 2020

Curr Allergy Asthma Rep

183

109

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Purpose of Review The purpose of this review is to describe the determinants of satisfaction with telemedicine (TM) and how they compare with in-person visits from both the perspective of patients and of providers. Recent Findings The use of TM will expand only if patients and providers are at least as satisfied with it as they are with in-person visits. Since deviations from expected care can result in reduced satisfaction regardless of the quality of the visit or objective medical outcomes, it is important to understand and to help form those expectations when possible. Patients consistently report 95–100% satisfaction rate with TM when compared with in-person appointments. They tend to cite the convenience of decreased travel times and costs as the main drivers for satisfaction with TM. Providers tend to be satisfied with TM if they have input into its development, there is administrative support, the technology is reliable and easy to use, and if there is adequate reimbursement for its use. Summary Satisfaction with TM is necessary for adoption of this new technology. To improve satisfaction it is important to consider factors that drive it both for patients and for providers.

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Section: Synchronous Visitsmentioning

confidence: 99%

A Review of Patient and Provider Satisfaction with Telemedicine

Nguyen

Waller

Pandya

et al. 2020

Curr Allergy Asthma Rep

183

109

View full text Add to dashboard Cite

show abstract

“…Prescription receipt and coupon use (eg, "first visit free") were associated with the highest odds of patient satisfaction; however, the authors acknowledge only a small absolute difference in star rating. 11 This raises the issue of adherence to guideline-based practice, particularly antibiotic drug prescribing by direct-to-consumer telemedicine, but suggests that other factors, such as clinician-patient relationship, may also influence patient rating. Guidelines for clinical telemedicine encounters have been proposed by the American Telemedicine Association.…”

mentioning

confidence: 99%

Beyond Convenience: Patients’ Perceptions of Physician Interactional Skills and Compassion via Telemedicine

Elliott

Tong

Sheridan³

et al. 2020

Mayo Clinic Proceedings: Innovations, Quality & Outcomes

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Objectives: To understand the interpersonal and communication behaviors that are perceived positively by patients in a video encounter and whether patient-centered relationships can be established virtually. Patients and Methods: A qualitative analysis of patient visit feedback was performed to build consensus around exemplary interpersonal and communication practices during a virtual urgent care visit. Voluntarily submitted patient comments associated with a 5-star review after a visit were randomly selected from more than 49,000 comments in an 11-month period, from January 1, 2016, through November 30, 2016. Researchers used a consensus-based, widely used health care communications framework as a sensitizing scaffold to develop a preliminary set of codes. Results: More than 30% of the comments coded were classified as Building Rapport. The next most frequently assigned code was Shares Information/Provides Guidance. Among codable comments, the third most frequently assigned code was Elicits Information. Provided Treatment accounted for only 2% of comments. Conclusion: These results suggest that patients who are satisfied with telemedicine encounters appreciate their relational experiences with the clinician and overall user experience, including access and convenience. Highly satisfied patients who interacted with providers on this platform commented on key aspects of medical communication, particularly skills that demonstrate patient-centered relationship building. This supports the notion that clinician-patient relationships can be established in a video-first model, without a previous in-person encounter, and that positive ratings do not seem to be focused solely on prescription receipt.

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“…Overall, patient satisfaction results in our study indicated that the majority of patients were both satisfied and would use VUC again ( Figure 5). Patients from other centers asked to assess their experience with virtual evaluations in prior studies have similarly reported high rates of satisfaction outside a pandemic situation (27)(28)(29)(30).…”

Section: Discussionmentioning

confidence: 99%

Assessing the Impact of a Rapidly Scaled Virtual Urgent Care in New York City During the COVID-19 Pandemic

Rubin

Lakdawala

Lee

et al. 2020

The Journal of Emergency Medicine

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Background: The coronavirus disease (COVID)-19 pandemic quickly challenged New York City health care systems. Telemedicine has been suggested to manage acute complaints and divert patients from inperson care. Objectives: The objective of this study was to describe and assess the impact of a rapidly scaled virtual urgent care platform during the COVID-19 pandemic. Methods: This was a retrospective cohort study of all patients who presented to a virtual urgent care platform over 1 month during the COVID-19 pandemic surge. We described scaling our telemedicine urgent care capacity, described patient clinical characteristics, assessed for emergency department (ED) referrals, and analyzed postvisit surveys. Results: During the study period, a total of 17,730 patients were seen via virtual urgent care; 454 (2.56%) were referred to an ED. The most frequent diagnoses were COVID-19 related or upper respiratory symptoms. Geospatial analysis indicated a wide catchment area. There were 251 providers onboarded to the platform; at peak, 62 providers supplied 364 h of coverage in 1 day. The average patient satisfaction score was 4.4/5. There were 2668 patients (15.05%) who responded to the postvisit survey; 1236 (49.35%) would have sought care in an ED (11.86%) or inperson urgent care (37.49%). Conclusions: A virtual urgent care platform was scaled to manage a volume of more than 800 patients a day across a large catchment area during the pandemic surge. About half of the patients would otherwise have presented to an ED or urgent care in person. Virtual urgent care is an option for appropriate patients while minimizing in-person visits during the COVID-19 pandemic.

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Patterns of Use and Correlates of Patient Satisfaction with a Large Nationwide Direct to Consumer Telemedicine Service

Abstract: Patients were largely satisfied with DTC telemedicine, yet satisfaction varied by coupon use and prescription receipt. The impact of telemedicine on primary care and emergency department use is likely to be small under present usage patterns.

Cited by 102 publications

References 24 publications

A Review of Patient and Provider Satisfaction with Telemedicine

A Review of Patient and Provider Satisfaction with Telemedicine

Beyond Convenience: Patients’ Perceptions of Physician Interactional Skills and Compassion via Telemedicine

Assessing the Impact of a Rapidly Scaled Virtual Urgent Care in New York City During the COVID-19 Pandemic

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