Milan Patel1,2, Rebecca Miller3, Haley Haddad3, Larry An1,3,4, Jessie Devito3, Alison Neff3, Abishek Rajkumar1,2, Chad Ellimoottil1,3,5. 1. Institute for Healthcare Policy and Innovation, University of Michigan, Ann Arbor, MI, USA. 2. University of Michigan Medical School, Ann Arbor, MI, USA. 3. Michigan Medicine Virtual Care Team, University of Michigan, Ann Arbor, MI, USA. 4. Department of Internal Medicine, University of Michigan Medical School, Ann Arbor, MI, USA. 5. Department of Urology, University of Michigan Medical School, Ann Arbor, MI, USA.
Abstract
BACKGROUND: Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit. METHODS: We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges. RESULTS: We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4). CONCLUSIONS: While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges. 2021 mHealth. All rights reserved.
BACKGROUND: Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit. METHODS: We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges. RESULTS: We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4). CONCLUSIONS: While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges. 2021 mHealth. All rights reserved.
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