Assessing technology needs and satisfaction of virtual appointments during the pandemic

ABSTRACT

Introduction: COVID-19 imposed constraints on in-person medical care, challenging pediatric diabetes care. Patients and healthcare providers (HCP) can benefit from telehealth virtual visits at this time. Objective(s) Assess the access to and utilization of technology as it relates to videoconferencing and telehealth services. Assess patient and HCP satisfaction with the current virtual care services offered. Method(s) A survey was sent to patients, primary caregivers, and HCP at the clinic. Questions related to technology access, usage, and satisfaction with virtual care. Interviews were then conducted with HCP. The baseline characteristics were summarized descriptive results relating to technology access and usage were included, along with mean and median satisfaction scores. Answers to the open-ended questions and interviews were transcribed and analyzed using theme analysis. Result(s) Response rate was highest among patients with HbA1C of 7- 7.9% and lowest with HbA1C > 10%. Access to appropriate technology was high, patient and HCP satisfaction with virtual care was high. Patients preferred virtual education focused visits and in-person clinical visits. Benefits to virtual care include convenience, efficiency, money saving and challenges include lack of physical exam, excess coordination, lack of personal connection, technology issues, increased administrative burden on the HCP and a decrease in interprofessional collaboration. HCP prefer to continue with virtual care with 30%-80% of their practice. Conclusion(s) Virtual care appointments were satisfactory with few technology concerns. Participants in study were high income, high education, and spoke English. Suggestions to improve virtual care from the HCP and patient perspective were provided to include a technology support team, appointment reminders, notification for delayed appointments & better organization of blood requisitions. Further evaluation required assessing clinical outcomes of virtual care, needs of patients with language barriers, low-income & higher HbA1C.