Comparison of Patient Satisfaction Between Virtual Visits During the COVID-19 Pandemic and In-person Visits Pre-pandemic.
Ann Otol Rhinol Laryngol
; 130(7): 810-817, 2021 Jul.
Article
in English
| MEDLINE | ID: covidwho-949219
ABSTRACT
OBJECTIVE:
To compare the patient experience of a virtual otolaryngology clinic visit to an in-person visit, especially with its significantly increased implementation during the COVID-19 pandemic.METHODS:
Patient satisfaction (PS) metrics from the Clinician and Group Consumer Assessment of Healthcare Providers and Systems survey were queried from March 1, 2020 to May 1, 2020 for telehealth visits and January 1, 2020 to March 1, 2020 for in-person visits. Overlapping and comparable questions were analyzed using Mann-Whitney U test, Chi-square test for independence, and Student's t-test.RESULTS:
There were 1284 partial or complete PS surveys from in-person visits and 221 partial or complete virtual PS surveys. There were statistically significantly worse virtual visit evaluations of provider listening, conveyance of information, likelihood to recommend, and overall provider ratings compared to in-person visits.CONCLUSION:
Telehealth has become the new norm for most healthcare providers in the United States. This study demonstrates some of the initial shortcomings of telehealth in an otolaryngology practice and identifies challenges with interpersonal communication that may need to be addressed as telehealth becomes increasingly prevalent. LEVEL OF EVIDENCE 3.Keywords
Full text:
Available
Collection:
International databases
Database:
MEDLINE
Main subject:
Otolaryngology
/
Patient Satisfaction
/
Remote Consultation
/
Pandemics
/
COVID-19
Type of study:
Experimental Studies
/
Observational study
Limits:
Humans
Country/Region as subject:
North America
Language:
English
Journal:
Ann Otol Rhinol Laryngol
Year:
2021
Document Type:
Article
Affiliation country:
0003489420977766
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