Patient and Health System Experience With Implementation of an Enterprise-Wide Telehealth Scheduled Video Visit...

Area of Science:

• Health Services Research
• Telemedicine
• Digital Health Implementation

Background:

• Real-time video visits are increasingly adopted for healthcare delivery due to enhanced access and convenience.
• Limited data exists on health system experiences with large-scale telehealth implementation.
• This study addresses the gap by reporting on a health system's experience with a scheduled video visit program.

Purpose of the Study:

• To evaluate health system and patient experiences with the implementation of a scheduled telehealth video visit program.
• To assess patient satisfaction, perceived quality of care, and access improvements.
• To align reported measures with National Quality Forum telehealth domains.

Main Methods:

• A mixed-methods approach combining retrospective descriptive analysis and patient surveys.
• Analysis of 3018 scheduled video visits conducted over 18 months across multiple departments.
• Patient-reported outcomes from 764 survey respondents on access, experience, and effectiveness.

Main Results:

• High patient satisfaction (91.6%) and perceived quality comparable to in-person visits (82.7%).
• 86.0% of patients found scheduled video visits improved ease of access to care.
• Significant time savings reported, with 87.5% of patients saving 1-3 hours or more.

Conclusions:

• Successful enterprise-wide implementation of a scheduled telehealth video visit program in a large urban health system.
• Positive patient experiences, including improved access and perceived time savings.
• Scheduled telehealth visits demonstrate potential to enhance care access across diverse clinical settings.