Patient feedback study on the use of virtual clinics during COVID-19 pandemic in General Surgery

ABSTRACT

IntroductionThe use of Virtual clinics are novel to the department and were implemented as a consequence of the social distancing measures introduced during the COVID-19 pandemic. We identified the need to seek feedback from the patients attending these clinics.MethodsWe designed a questionnaire for patients who had attended a virtual clinic in General Surgery, using both Qualitative and Quantitative questions. We contacted 100 patients who attended a range of clinics ran by over 10 different General Surgical Consultants between 25th March 2020 and 30th April 2020. A team of junior doctors and clinical assistants were recruited to contact patients. Patients were contacted via telephone to ask if they would be happy to complete the survey which would be emailed to them, if they did not have an email address a shorter survey was completed over the phone.ResultsIn total we had 73 responses to the survey. Data collected suggests that virtual clinics are well received by patients. 48% (n=35) answered that they were overall ‘very satisfied’ with the care received in the virtual clinic, and 79.6% (n=43) felt that their care did not suffer as a result of non-face to face contact. Most patients would recommend a virtual clinic to their friend or family 77% (n=56), however if given the option 60% (n=43) would prefer a face to face clinic appointment.ConclusionsAs the pandemic progresses it is important to identify ways in which good patient care can be delivered whilst not putting patients at risk of contracting the virus. Virtual clinics not only maintain patient safety but also have many other benefits to patients as identified in this study. This study suggests that perhaps the use of virtual clinics should continue and could be utilised by surgical departments to provide efficient patient centred care.