Service valuation: Patient perceptions of virtual consultations versus advanced physiotherapy practitioner perceptions

ABSTRACT

Keywords Perceptions;Preferences;Virtual consultation Purpose: To determine patients and clinicians perceptions, preferences and expectations of virtual consultations. Our objective was to gather post consultation feedback from patients and clinicians to explore their perceptions of the new model of care delivery and to assess if virtual consultations would be a viable mode of service delivery post Covid 19. Methods: Survey Monkey questionnaires were developed to gain an understanding of the patients’ and clinicians’ perceptions of virtual consultations. Survey Monkey was chosen as the platform for the questionnaire as data was gathered digitally and anonymously. The service evaluation was undertaken in June 2020. All patients who received a virtual consultation (video/telephone) were invited to complete a questionnaire (link was sent via email). Clinicians conducting virtual consultations throughout June 2020 were also invited to complete a questionnaire following each consultation. Patients and Clinicians completed separate questionnaires but both were asked 5 questions around similar themes;expectations, preferences and overall experience. A general feedback section was provided at the end of each questionnaire. Results: Ninety-eight patient responses and 30 Clinician responses were received and evaluated. Patients scored the overall quality of their consultation as 4.7/5, in comparison Clinicians scored it 4/5. When asked how well their queries and concerns were considered and discussed, 75% of patients reported ‘excellent’, 17.5% ‘good’ and 7.5% ‘satisfactory. In contrast when the clinicians were asked how well they could understand patients concerns and queries, 20% reported ‘excellent’, 70% said ‘very good’ and 10% ‘good’. 97% of patients said that their consultation met their expectations. 75% of MCAS clinicians rated the virtual consultation as excellent or very good in aiding clinical decision making and 25% good to fair. When asked what their preference for initial consultation would be, 50% of patients’ first choice would be a face to face, 22% telephone, 19% video (9% failed to answer question fully). Despite this 91% of patients would consider using virtual consultations in the future if available. In contrast, 38% of clinicians would have a preference for face to face consultation, 59% preferred the telephone option and 3% video. Conclusion(s) Overall, both patients and clinicians reported a positive perception of virtual consultations. Patients scored the quality of virtual consultations higher than Clinicians. The perception of virtual consultation was higher in patients than in Advanced Practitioners however the preference for virtual consultation was higher in Clinicians than patients. We suggest repeating this service evaluation now that patients and clinicians are more familiar with virtual consultations to assess if perceptions have changed. We would also suggest capturing the perceptions of patients who did not have access to email to undertake the questionnaire. Impact The service evaluation has shown a positive perception of virtual consultations and supports their continuation moving forward. We will now endeavour to offer patients a choice of consultation type. It has highlighted that some clinicians are more confident undertaking virtual consultations and will now impact on how we educate and support staff to assess musculoskeletal conditions virtually. Funding acknowledgements Work was not funded.