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Patient Satisfaction and Healthcare Utilization with the Transition to Virtual Care in a Multidisciplinary Bariatric
Lindsay Miamen1, Vasundhara Mathur1,2, Meghan Ariagno1
1Department of Surgery, Brigham and Women's Hospital, Harvard Medical School, 45 Francis Street ASBII 3 rdFloor, Boston, MA, USA.
Obesity Surgery
|April 30, 2024
Summary
Virtual visits (VV) significantly increased in metabolic/bariatric surgery (MBS) programs during the pandemic, showing high patient satisfaction. However, patients prefer in-person visits with medical doctors (MDs), suggesting a hybrid care model is optimal.
Area of Science:
- Health Services Research
- Surgical Innovation
- Telemedicine Adoption
Background:
- The COVID-19 pandemic accelerated the adoption of virtual visits (VV) in healthcare.
- The impact of VV on metabolic/bariatric surgery (MBS) programs remains under-described.
Purpose of the Study:
- To analyze the utilization, completion rates, and patient satisfaction of virtual visits in an ambulatory MBS program.
- To compare virtual care trends pre-pandemic, during the pandemic, and in the current state.
Main Methods:
- Retrieved appointment data from a multi-hospital ambulatory MBS program across three time-points.
- Categorized appointments by healthcare provider (MD, dietician, psychologist) and type (VV, in-person).
- Analyzed appointment completion rates and distributed patient satisfaction surveys.
Main Results:
- Scheduled VV increased from 0.5% pre-pandemic to 81% during the pandemic, stabilizing at 77%.
- Completed VV increased for all providers, especially dieticians, with improved no-show rates across the board.
- Over 90% of patients reported positive VV experiences, preferring VV for dieticians and psychologists but in-person visits for MDs.
Conclusions:
- Healthcare utilization has significantly shifted towards virtual care.
- High patient satisfaction exists for VV, but in-person consultations are preferred for medical doctors (MDs).
- A hybrid model integrating virtual and in-person care is recommended for efficient, multi-disciplinary MBS programs.
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