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Development and Validation of a Measure to Assess Patient Experiences With Video Care Encounters
Cindie Slightam1, Sonya SooHoo1, Liberty Greene1,2
1Center for Innovation to Implementation, Veterans Affairs Palo Alto Health Care System, Menlo Park, California.
JAMA Network Open
|April 5, 2024
Summary
A new measure effectively captures veterans' experiences with video visits, showing higher satisfaction correlates with increased future virtual care use. This tool optimizes telehealth quality and patient engagement.
Area of Science:
- Digital Health
- Patient Experience Research
- Health Services Research
Background:
- Video-based care is expanding across clinical settings.
- Assessing patient experiences is crucial for optimizing healthcare quality, safety, and communication.
- The Veterans Healthcare Administration (VHA) utilizes virtual care, including video visits.
Purpose of the Study:
- To develop and assess the psychometric properties of the Video Visit User Experience (VVUE) measure.
- To create a patient-reported outcome measure for experiences with video-based technology.
- To evaluate the validity and reliability of the VVUE measure.
Main Methods:
- A survey study was conducted with 1887 veterans using VHA virtual care between September 2021 and January 2022.
- Web-based, mail, or telephone surveys assessed experiences with video visits using a 4-point Likert-type scale.
- Psychometric properties were evaluated using exploratory and confirmatory factor analysis, reliability testing (McDonald Omega), and correlational analyses for validity.
Main Results:
- A 10-item, single-factor VVUE measure was identified, explaining 96% of the variance with high internal consistency (ω=0.95).
- The measure demonstrated structural validity (SRMR=0.04) and concurrent validity, positively correlating with VHA healthcare engagement (ρ=0.47).
- Higher VVUE scores predicted future video visit use, with a 1-point increase associated with a 4% greater likelihood of subsequent use (aOR=1.04).
Conclusions:
- The brief VVUE measure is a valid tool for assessing veterans' experiences with VHA virtual care.
- The findings support the use of the VVUE measure to optimize telehealth services and patient engagement.
- This research highlights the importance of patient-reported outcomes in evaluating and improving video-based healthcare delivery.
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