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    System-Wide Accelerated Implementation of Telemedicine in Response to COVID-19: Mixed Methods Evaluation

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    Author
    Garcia-Huidobro, D; Rivera, S; Valderrama Chang, S; Bravo, P; Capurro, D
    Date
    2020
    Source Title
    Journal of Medical Internet Research
    Publisher
    JMIR Publications Inc.
    University of Melbourne Author/s
    Capurro, Daniel
    Affiliation
    Computing and Information Systems
    Metadata
    Show full item record
    Document Type
    Journal Article
    Citations
    Garcia-Huidobro, D., Rivera, S., Valderrama Chang, S., Bravo, P. & Capurro, D. (2020). System-Wide Accelerated Implementation of Telemedicine in Response to COVID-19: Mixed Methods Evaluation. Journal of Medical Internet Research (JMIR), 22 (10), https://doi.org/10.2196/22146.
    Access Status
    Open Access
    URI
    http://hdl.handle.net/11343/252803
    DOI
    10.2196/22146
    Open Access URL
    https://www.jmir.org/2020/10/e22146/
    Abstract
    Background: As the COVID-19 pandemic disrupted medical practice, telemedicine emerged as an alternative to outpatient visits. However, it is not known how patients and physicians responded to an accelerated implementation of this model of medical care. Objective: The aim of this study is to report the system-wide accelerated implementation of telemedicine, compare patient satisfaction between telemedicine and in-person visits, and report provider perceptions. Methods: This study was conducted at the UC Christus Health Network, a large private academic health network in Santiago, Chile. The satisfaction of patients receiving telemedicine care in March and April 2020 was compared to those receiving in-person care during the same period (concurrent control group) as well as in March and April 2019 (retrospective control group). Patient satisfaction with in-person care was measured using the Net Promoter Score (NPS) survey. Patient satisfaction with telemedicine was assessed with an online survey assessing similar domains. Providers rated their satisfaction and responded to open-ended questions assessing challenges, strategies used to address challenges, the diagnostic process, treatment, and the patient-provider relationship. Results: A total of 3962 patients receiving telemedicine, 1187 patients from the concurrent control group, and 1848 patients from the retrospective control group completed the surveys. Satisfaction was very high with both telemedicine and in-person services. Overall, 263 physicians from over 41 specialties responded to the survey. During telemedicine visits, most providers felt their clinical skills were challenged (61.8%). Female providers felt more challenged than male providers (70.7% versus 50.9%, P=.002). Surgeons, obstetricians, and gynecologists felt their clinical skills were challenged the least, compared to providers from nonsurgical specialties (P<.001). Challenges related to the delivery modality, diagnostic process, and patient-provider relationship differed by provider specialty (P=.046, P<.001, and P=.02, respectively). Conclusions: Telemedicine implemented in response to the COVID-19 pandemic produced high patient and provider satisfaction. Specialty groups perceived the impact of this new mode of clinical practice differently.

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