Caregiver perceptions of the early COVID-19 pandemic rescheduling process at one academic pediatric ophthalmology practice

ABSTRACT

Introduction: The American Academy of Ophthalmology's recommendation to provide only urgent/emergent care during the COVID-19 pandemic resulted in high-volume appointment cancellations. We aim to evaluate how the rescheduling process at one academic medical center's pediatric ophthalmology clinic was perceived by caregivers and to identify factors contributing to caregiver satisfaction, attitudes toward alternative appointments, and perception of patient harm. Method(s) Caregivers of children whose pediatric ophthalmology appointment was cancelled during the early pandemic, 3/18-5/18/2020, were recruited via telephone consent to complete an 18-question, 10-point Likert scale, anonymous online survey. Result(s) 110/484(23%) of respondents completed the survey. Most were rescheduled < 7months from the original date (25%- < 4wks, 23%-5wks-3mos, 36%, 4-6 mos, 16%, >7 mos;P = 0.003). Of the ocular diagnoses rescheduled, 41% were low acuity, 50% moderate, and 9% high, which correlated to the length of time to reschedule (57% high acuity, < 4 wks;74% low acuity, >4 mos;P = 0.006). There was no difference in willingness to accept alternative appointments between new (n = 95) versus established (n = 15) patients, (phone call p = 0.555, audio-visual telemedicine p = 0.403). Overall frustration with rescheduling was low (mean 2.61 +/- 2.91) and was higher in those with a longer interval to reschedule (< 4 wks vs >7 mos P = 0.0419, 5wks-3mos vs >7 mos P = 0.019). Perception of harm caused by delay in care was most associated with length of time to reschedule (P = 0.006). Conclusion(s) Overall caregiver frustration toward the rescheduling process was low at one academic medical center's pediatric ophthalmology clinic during the early COVID-19 pandemic. Survey results suggest that more interpersonal methods of patient examination/communication such as audio-visual telemedicine or transfer to another provider were preferred over audio-only telemedicine. Copyright © 2022