Patient experiences with virtual health care in Canada: Modes of delivery and satisfaction with care

The COVID-19 pandemic expanded virtual care through telephone, video, and digital communication, with usage patterns varying by patients' sociodemographic and health characteristics. Continued virtual care use after the pandemic highlights the need for updated information on modality choice and patient satisfaction.

Data from the 2023 Canadian Social Survey - Quality of Life, Virtual Health Care and Trust were used. Descriptive statistics estimated the distribution of virtual care modes by provider type, positive and negative aspects of patients' last virtual appointment, and satisfaction levels. Multinomial regression models examined associations between sociodemographic and health characteristics and virtual care modality (telephone, video, and other or multiple modes), and factors associated with patients' satisfaction with their last virtual appointment.

Most virtual appointments with family doctors or nurse practitioners (77.9%) and specialists (62.1%) were by telephone only. Age, gender, population group, having a regular health care provider, payment for virtual appointments, and multimorbidity were associated with modality. Commonly reported benefits of virtual appointments were similar across modalities, including not needing to travel, saving time, and services addressing needs. Most were either satisfied (40.3%) or very satisfied (40.5%) with their last virtual appointment. Age, rural or urban status, financial well-being, and having a regular provider were associated with satisfaction.

Virtual care was primarily delivered via telephone, reflecting ease of use and accessibility. The modality of appointments differed by provider type and patient sociodemographic and health characteristics. Satisfaction with virtual care was high overall, but lower among those without a regular provider and those with financial difficulties, suggesting unmet needs for these groups.