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Assessing patient usability of video visits.

Authors :
Patel M
Miller R
Haddad H
An L
Devito J
Neff A
Rajkumar A
Ellimoottil C
Source :
MHealth [Mhealth] 2021 Apr 20; Vol. 7, pp. 22. Date of Electronic Publication: 2021 Apr 20 (Print Publication: 2021).
Publication Year :
2021

Abstract

Background: Telehealth is being adopted by health systems across the country and many barriers to the expansion of video visit programs have been identified. Our study focused on the usability of video visit technology by examining technical challenges faced by patients over the course of a video visit.<br />Methods: We conducted a survey of patients who received care from the Michigan Medicine video visit program from January 31, 2019 to July 31, 2019. The video visit program includes more than 1,300 visits a year across more than 30 specialties. Following the completion of their video visit, all patients were invited to participate in our online survey through the patient portal. The survey included questions on patient satisfaction, motivation and technical challenges.<br />Results: We received responses from 180 patients (response rate of 26%). Overall patient satisfaction was high; 90% of respondents agreed that their video visit experience was similar to that of in-person visits and 93.3% of respondents would recommend video visits. Despite this high satisfaction rate, 36 out of 180 (20.0%) respondents cited technical issues during their video visit: video issues (n=11), audio issues (n=5), video and audio issues (n=2), slow/dropped connection (n=7), initial set-up issues (n=4), long wait time (n=3), and other (n=4).<br />Conclusions: While most patients report a high degree of satisfaction with their video visit, a meaningful subset of patients continue to experience technical challenges.<br />Competing Interests: Conflicts of Interest: All authors have completed the ICMJE uniform disclosure form (available at http://dx.doi.org/10.21037/mhealth-20-30). CE serves as an unpaid editorial board member of mHealth. The other authors have no conflicts of interest to declare.<br /> (2021 mHealth. All rights reserved.)

Details

Language :
English
ISSN :
2306-9740
Volume :
7
Database :
MEDLINE
Journal :
MHealth
Publication Type :
Academic Journal
Accession number :
33898591
Full Text :
https://doi.org/10.21037/mhealth-20-30