Assessing patient usability of video visits.
Telehealth
eHealth
mHealth
telemedicine
Journal
mHealth
ISSN: 2306-9740
Titre abrégé: Mhealth
Pays: China
ID NLM: 101678564
Informations de publication
Date de publication:
2021
2021
Historique:
received:
08
01
2020
accepted:
21
08
2020
entrez:
26
4
2021
pubmed:
27
4
2021
medline:
27
4
2021
Statut:
epublish
Résumé
Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit. We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges. We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4). While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges.
Sections du résumé
BACKGROUND
BACKGROUND
Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit.
METHODS
METHODS
We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges.
RESULTS
RESULTS
We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4).
CONCLUSIONS
CONCLUSIONS
While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges.
Identifiants
pubmed: 33898591
doi: 10.21037/mhealth-20-30
pii: mh-07-20-30
pmc: PMC8063020
doi:
Types de publication
Journal Article
Langues
eng
Pagination
22Subventions
Organisme : AHRQ HHS
ID : K08 HS027632
Pays : United States
Informations de copyright
2021 mHealth. All rights reserved.
Déclaration de conflit d'intérêts
Conflicts of Interest: All authors have completed the ICMJE uniform disclosure form (available at http://dx.doi.org/10.21037/mhealth-20-30). CE serves as an unpaid editorial board member of mHealth. The other authors have no conflicts of interest to declare.
Références
Telemed J E Health. 2001 Winter;7(4):293-316
pubmed: 11886667
JMIR Mhealth Uhealth. 2015 Sep 17;3(3):e90
pubmed: 26381104
Am J Hosp Palliat Care. 2019 Sep;36(9):789-794
pubmed: 31064195
Ann Fam Med. 2017 May;15(3):225-229
pubmed: 28483887
Circulation. 2017 Mar 14;135(11):e648-e678
pubmed: 28193604
JMIR Med Inform. 2018 Feb 13;6(1):e10
pubmed: 29439947
Mil Med. 2017 Jul;182(7):e1693-e1697
pubmed: 28810958
Addict Sci Clin Pract. 2015 May 28;10:14
pubmed: 26016484
J Ren Care. 2017 Sep;43(3):175-182
pubmed: 28614637
J Telemed Telecare. 2018 Jan;24(1):4-12
pubmed: 29320966
J Med Internet Res. 2018 Jun 27;20(6):e221
pubmed: 29950290
Chest. 2016 Jun;149(6):1556-65
pubmed: 26970035