Virtual vs in-person otolaryngology evaluation: The patient perspective

To compare patient responses to validated satisfaction surveys for in-person vs virtual otolaryngology ambulatory evaluation.

National Research Corporation (NRC) Health patient survey answers between April 2020 and February 2021 were divided into in-person and virtual visit modalities. Responses were compared with two group t-tests or Wilcoxon rank sum tests. Relationships between visit modality by gender, age, race, and sub-specialty visit type and satisfaction scores were examined by testing interactions with separate ANOVA models.

1242 in-person and 216 virtual patient satisfaction survey responses were highly favorable for all themes (communication, comprehension of treatment plan, and likelihood of future referral) with both visit modalities. Higher satisfaction for in-person evaluation was seen with communication ("care providers listened" 3.68 (0.67)-on a scale of 1-no to 4-yes, definitely) vs 3.57 (0.78), p = 0.0426; "courtesy/respect" 3.75 (0.62) vs 3.66 (0.69), p = 0.0265)), and comprehension of treatment plan ("enough info about treatment" 3.53 (0.79) vs 3.37 (0.92), p = 0.0120; "know what to do" 3.62 (0.76) vs 3.46 (0.88), p = 0.0023)). No differences were detected for future referral of clinic or provider. There was no association between visit modality and patient sociodemographic factors or sub-specialty visit types. Main effects were observed with respect to race, gender, and sub-specialty visit type.

Patient satisfaction scores for virtual visit evaluation were high and comparable to in-person evaluation, with a slight preference for in-person. Future studies are needed to identify which patients and conditions are particularly suited for virtual vs in-person delivery of otolaryngology services.