Exploring Patient and Staff Experiences With Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data

Video consultations (VCs) were rapidly implemented in response to COVID-19 despite modest progress before. We aim to explore staff and patient experiences with VCs implemented during COVID-19 and use feedback insights to support quality improvement and service development. Secondary data analysis wa...

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Bibliographic Details
Published in:JMIR formative research 2022-03, Vol.6 (3), p.e30486-e30486
Main Authors: Bradwell, Hannah, Baines, Rebecca, Edwards, Katie J, Stevens, Sebastian, Atkinson, Kate, Wilkinson, Ellen, Chatterjee, Arunangsu, Jones, Ray B
Format: Article
Language:English
Subjects:
Coronaviruses
COVID-19
Data analysis
Dementia
Feedback
Medical research
Mental health
Multimedia
Original Paper
Patient satisfaction
Patients
Polls & surveys
Telemedicine
Video teleconferencing
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Summary:Video consultations (VCs) were rapidly implemented in response to COVID-19 despite modest progress before. We aim to explore staff and patient experiences with VCs implemented during COVID-19 and use feedback insights to support quality improvement and service development. Secondary data analysis was conducted on 955 patient and 521 staff responses (from 4234 consultations; 955/4234, 22.6% and 521/4234, 12.3%, respectively) routinely collected following a VC between June and July 2020 in a rural, older adult, and outpatient care setting at a National Health Service Trust. Responses were summarized using descriptive statistics and inductive thematic analysis and presented to Trust stakeholders. Most patients (890/955, 93.2%) reported having good (210/955, 22%) or very good (680/955, 71.2%) experience with VCs and felt listened to and understood (904/955, 94.7%). Most patients accessed their VC alone (806/955, 84.4%) except for those aged ≥71 years (23/58, 40%), with ease of joining VCs negatively associated with age (P
ISSN:2561-326X
2561-326X
DOI:10.2196/30486