'I just called to say': Results of a patient satisfaction survey evaluating the use of telemedicine for consultations within the Oxfordshire integrated sexual health service

ABSTRACT

Introduction: The COVID 19 pandemic resulted in significant restrictions for routine, non urgent clinical services, including sexual health. In line with national guidance we suspended all routine walk-in services. To preserve services for as many patients as possible we immediately implemented a remote access telemedicine service. Anticipating that this might evolve to become a permanent future model for service delivery we also sought patient opinion of the new service. Methods: All patients who received a telephone consultation between 8th April-15th May 2020 received a text message with an anonymised patient satisfaction questionnaire. Patients who did not attend and those reporting sexual assault were excluded. Results: 898 patients were sent the survey with 174 completed responses, ∧20% response rate. Of responders, the majority were female - female 82.2% male 17.8%, reflecting our integrated contraception and GUM service. Overall, 93.7% (163/174) would use the service again, 26.2% (46/174) would prefer a face to face appointment and 4.6% (8/174) reported their needs were not met by a telephone consultation. Discussion: Previously there has been encouraging research into the use of digital technologies for medical consultations. There is limited existing evidence for application of these within the field of Sexual Health. Whilst telemedicine will not be appropriate for a minority of patients our early experience suggests that this modality works well for the majority of users. 93.7% would use the service again. Additionally, this service not only accommodates users but it also allows clinical staff to work remotely. This reduces footfall onto clinical sites and allows higher risk staff to continue effective working.