ABSTRACT
Introduction The global pandemic of COVID-19 has led to rapid implementation of telemedicine, but there is little information on patient satisfaction of this system as an alternative to face-to-face care. Objective To evaluate urological patient satisfaction with teleconsultation during the COVID-19 pandemic. Material and methods Observational, prospective, cross-sectional, non-interventional study carried out by telephone survey during the period considered as the peak of the pandemic (March-April 2020). A quality survey composed of 11 questions on urological care provided by physicians during the COVID-19 pandemic was conducted, selecting a representative sample of patients attended by teleconsultation. Results Two hundred patients were contacted by telephone to answer a survey on the quality of teleconsultation. The distribution of patients surveyed among the specialized consultations was homogeneous with the number of consultations cited in the period;18% of them required assistance from family members. Sixty percent of patients avoided going to a medical center during the pandemic. Of the surveyed patients, 42% had cancelled diagnostic tests, 59% had cancelled medical consultations, 3.5% had cancelled treatments and 1%, had cancelled interventions. Ten percent reported a worsening of urological symptoms during confinement. According to physicians, consultations were effectively delivered in 72% of cases, with teleconsultation being carried out by their usual urologist in 81%. Teleconsultation overall satisfaction level was 9 (IQI 8−10), and 61.5% of respondents consider teleconsultation as a "health care option" after the healthcare crisis. Conclusion Teleconsultation has been evaluated with a high level of satisfaction during the COVID-19 pandemic, offering continuous care to urological patients during the healthcare crisis. The perceived quality offers a field of optional telematic assistance in selected patients, which should be re-evaluated in a period without confinement measures. Resumen Introducción La pandemia global de COVID 19 ha provocado una rápida implantación de la telemedicina, pero existe escasa información sobre la satisfacción percibida por el paciente como alternativa a la asistencia presencial. Objetivo Se evalúa la satisfacción del paciente urológico con la teleconsulta durante la pandemia COVID19. Material y métodos Estudio observacional, prospectivo transversal, no intervencionista, mediante encuesta telefónica durante el periodo considerado pico de pandemia (marzo-abril 2020). Se realiza una encuesta de calidad compuesta por 11 preguntas, sobre la atención urológica durante la pandemia COVID 19 por los facultativos, seleccionando una muestra representativa de los pacientes atendidos en el periodo por teleconsulta. Resultados 200 pacientes fueron contactados telefónicamente para responder a una encuesta de calidad sobre teleconsulta. La distribución de pacientes encuestados entre las consultas monográficas fue homogénea entre el número de consultas citadas en el periodo, requiriendo 18% de ellos ayuda por familiar. Un 60% de los pacientes evitaron acudir a un centro médico durante la pandemia. El 42% de los pacientes encuestados tenían cancelada alguna prueba complementaria, 59% alguna consulta médica, 3,5% tratamientos y un 1% intervenciones. Un 10% apreció un empeoramiento de su sintomatología urológica durante el confinamiento. La resolución subjetiva de la consulta por el facultativo fue alcanzada en 72% casos, siendo la teleconsulta por el urólogo habitual en el 81%. El grado de satisfacción global con la teleconsulta fue de 9 (RIQ 8-10) considerando la teleconsulta como una “opción de asistencia sanitaria” pasada la crisis sanitaria por el 61,5% de los encuestados. Conclusión La teleconsulta ha sido valorada con un alto grado de satisfacción durante la pandemia COVID 19, ofreciendo asistencia continuada a los pacientes urológicos durante la crisis sanitaria. La calidad percibida ofrece un campo de asistencia telemática opcional, en pacientes seleccionados, a reevaluar fuera de una situación de confinamiento.
ABSTRACT
INTRODUCTION: The global pandemic of COVID-19 has led to rapid implementation of telemedicine, but there is little information on patient satisfaction of this system as an alternative to face-to-face care. OBJECTIVE: To evaluate urological patient satisfaction with teleconsultation during the COVID-19 pandemic. MATERIAL AND METHODS: Observational, prospective, cross-sectional, non-interventional study carried out by telephone survey during the period considered as the peak of the pandemic (March-April 2020). A quality survey composed of 11 questions on urological care provided by physicians during the COVID-19 pandemic was conducted, selecting a representative sample of patients attended by teleconsultation. RESULTS: Two hundred patients were contacted by telephone to answer a survey on the quality of teleconsultation. The distribution of patients surveyed among the specialized consultations was homogeneous with the number of consultations cited in the period; 18% of them required assistance from family members. Sixty percent of patients avoided going to a medical center during the pandemic. Of the surveyed patients, 42% had cancelled diagnostic tests, 59% had cancelled medical consultations, 3.5% had cancelled treatments and 1% had cancelled interventions. Ten percent reported a worsening of urological symptoms during confinement. According to physicians, consultations were effectively delivered in 72% of cases, with teleconsultation being carried out by their usual urologist in 81%. Teleconsultation overall satisfaction level was 9 (IQI8-10), and 61.5% of respondents consider teleconsultation as a «health care option¼ after the healthcare crisis. CONCLUSION: Teleconsultation has been evaluated with a high level of satisfaction during the COVID-19 pandemic, offering continuous care to urological patients during the healthcare crisis. The perceived quality offers a field of optional telematic assistance in selected patients, which should be re-evaluated in a period without confinement measures.