Virtual Specialist Care During the COVID-19 Pandemic: Multimethod Patient Experience Study

Area of Science:

• Health Services Research
• Digital Health
• Patient Experience

Background:

• The COVID-19 pandemic necessitated a rapid shift to virtual ambulatory medical care.
• This transition presented challenges for patients, physicians, and administrators adapting to new practices.

Purpose of the Study:

• To investigate factors influencing successful virtual specialist care experiences.
• To understand the patient perspective on virtual care effectiveness and satisfaction.

Main Methods:

• A multimethod study combining surveys, qualitative interviews, and administrative data.
• Data collected from six specialty departments at St. Michael's Hospital between October 2020 and January 2021.
• Inclusion of English-speaking patients attending virtual specialist appointments.

Main Results:

• Over 51,000 virtual visits occurred, predominantly via telephone (96%).
• Patients found virtual care satisfactory, citing benefits like reduced travel, cost, and time savings.
• Despite satisfaction, 50% of patients preferred in-person visits, highlighting the need for nuanced application of virtual care.

Conclusions:

• Patient satisfaction with virtual specialty care is high, but not universal.
• The effectiveness of virtual care depends on the reason for the visit and the patient's medical condition.
• Virtual care can be a valuable component of standard care, but requires careful implementation to meet diverse patient needs.