Service Process Factors Affecting Patients’ and Clinicians’ Experiences on Rapid Teleconsultation Implementation in Out-patient Neurology Services during COVID-19 Pandemic: A Scoping Review

Abstract

BackgroundPrior to the COVID-19 outbreak, the adoption of teleconsultation for outpatient neurology services was limited. Since the COVID-19 pandemic, many outpatient neurology services have rapidly switched to teleconsultation worldwide. However, it remains unclear how this change has impacted patients' and clinicians' perceptions of service quality. The purpose of this scoping review is to identify process factors that influence patients' and clinicians' experiences of outpatient teleconsultation services during COVID-19.MethodsArksey and O’Malley scoping review framework was used to search PubMed, Scopus, CINAHL, and PsycInfo for original peer-reviewed research studies that examined the experiences of synchronous teleconsultation between a clinician and patient in a home-setting since the World Health organization announced the COVID-19 global pandemic. The service quality model SERVQUAL was used to conduct a deductive thematic analysis to identify the key factors that impacted the patients’ and clinicians’’ perception of teleconsultation services. Results A total of nineteen studies published between January 1, 2020, and April 17, 2021, were identified. The most common service process factors affecting the patients' and clinicians' experiences of teleconsultation were technical issues, addressing logistical needs, communication, ability to perform clinical activities, appropriate triage, and administrative support. Conclusions Our findings identified six key service process factors affecting the patients' and clinicians' teleconsultation experiences in outpatient neurology services. The need for a new triage system and standardizing administrative virtual care workflow are identified as important steps to improve patients and clinicians’ teleconsultation experiences compared to pre-COVID. More research is needed to assess outpatient neurology teleconsultation service quality from patients' and clinicians' perspectives.