Assessing patient usability of video visits

Area of Science:

• Health Informatics
• Telemedicine Technology
• Patient Experience Research

Background:

• Telehealth adoption is growing, yet barriers hinder video visit program expansion.
• Understanding patient usability of video visit technology is crucial.
• This study examines technical challenges encountered during telehealth appointments.

Purpose of the Study:

• To assess patient-reported technical challenges during video visits.
• To evaluate the impact of technical issues on patient satisfaction with telehealth.
• To identify areas for improvement in video visit technology and implementation.

Main Methods:

• A survey was distributed to patients of the Michigan Medicine video visit program (Jan-Jul 2019).
• The survey collected data on patient satisfaction, motivation, and technical difficulties.
• 180 patient responses were analyzed, representing a 26% response rate.

Main Results:

• High patient satisfaction reported, with 90% finding video visits comparable to in-person visits.
• 93.3% of patients would recommend video visits.
• 20% of respondents (36/180) reported technical issues, including video/audio problems, connectivity, and setup difficulties.

Conclusions:

• While telehealth video visits are generally well-received, technical challenges persist for a significant patient segment.
• Addressing these technical barriers is essential for enhancing telehealth usability and promoting broader adoption.
• Further research should focus on optimizing video visit technology to ensure equitable access and a seamless patient experience.