Plastic surgery online, how accessible are our units?

Area of Science:

• Medical Informatics
• Healthcare Management
• Plastic Surgery Communications

Background:

• The COVID-19 pandemic underscored the need for effective remote communication in healthcare.
• Specialized fields like plastic surgery, often regionally based, face unique communication challenges.
• Assessing online and phone accessibility is crucial for healthcare service delivery.

Purpose of the Study:

• To evaluate the online representation and telephone accessibility of UK plastic surgery units.
• To identify areas for improvement in digital and telephonic patient and professional engagement.

Main Methods:

• Identification of UK plastic surgery units via the British Association of Plastic, Reconstructive and Aesthetic Surgeons (BAPRAS) website.
• Assessment of unit websites for content quality, user-friendliness, and contact information.
• Evaluation of telephone accessibility, including direct line functionality and voicemail rates.

Main Results:

• Nearly a third of units lack dedicated webpages; significant variation exists in online resource quality.
• Less than a quarter provide comprehensive contact details, emergency referral guidance, or COVID-19 service updates.
• Website links were often broken (less than 50% functional), and direct phone numbers frequently led to voicemail (47%).

Conclusions:

• UK plastic surgery units demonstrate a need to enhance their online presence and communication channels.
• Improving web-based resources and phone accessibility is vital for enhancing patient experience and credibility.
• Further research is recommended to optimize digital engagement strategies in specialized surgical fields.