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Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study.
J Med Internet Res. 2020 09 09; 22(9):e20786.JM

Abstract

BACKGROUND

New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter.

OBJECTIVE

This study aimed to determine if patient satisfaction differs between video and in-person visits.

METHODS

In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively.

RESULTS

We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction.

CONCLUSIONS

Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.

Authors+Show Affiliations

Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.Department of Urology, Weill Cornell Medicine, New York, NY, United States.

Pub Type(s)

Journal Article
Observational Study

Language

eng

PubMed ID

32810841

Citation

Ramaswamy, Ashwin, et al. "Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study." Journal of Medical Internet Research, vol. 22, no. 9, 2020, pp. e20786.
Ramaswamy A, Yu M, Drangsholt S, et al. Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study. J Med Internet Res. 2020;22(9):e20786.
Ramaswamy, A., Yu, M., Drangsholt, S., Ng, E., Culligan, P. J., Schlegel, P. N., & Hu, J. C. (2020). Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study. Journal of Medical Internet Research, 22(9), e20786. https://doi.org/10.2196/20786
Ramaswamy A, et al. Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study. J Med Internet Res. 2020 09 9;22(9):e20786. PubMed PMID: 32810841.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study. AU - Ramaswamy,Ashwin, AU - Yu,Miko, AU - Drangsholt,Siri, AU - Ng,Eric, AU - Culligan,Patrick J, AU - Schlegel,Peter N, AU - Hu,Jim C, Y1 - 2020/09/09/ PY - 2020/05/28/received PY - 2020/08/06/accepted PY - 2020/07/23/revised PY - 2020/8/19/pubmed PY - 2020/9/23/medline PY - 2020/8/19/entrez KW - COVID-19 KW - disruptive technology KW - health care delivery KW - health care reform KW - health policy KW - health services research KW - medical informatics KW - medicine KW - pandemics KW - patient satisfaction KW - physicians KW - practice patterns KW - remote consultation KW - telemedicine SP - e20786 EP - e20786 JF - Journal of medical Internet research JO - J Med Internet Res VL - 22 IS - 9 N2 - BACKGROUND: New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. OBJECTIVE: This study aimed to determine if patient satisfaction differs between video and in-person visits. METHODS: In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre-COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. RESULTS: We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95% CI -2.66 to -1.22), female gender (PE -0.73; 95% CI -0.96 to -0.50), and new visit type (PE -0.75; 95% CI -1.00 to -0.49) were associated with lower patient satisfaction. CONCLUSIONS: Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine. SN - 1438-8871 UR - https://www.unboundmedicine.com/medline/citation/32810841/Patient_Satisfaction_With_Telemedicine_During_the_COVID_19_Pandemic:_Retrospective_Cohort_Study_ L2 - https://www.jmir.org/2020/9/e20786/ DB - PRIME DP - Unbound Medicine ER -