Patients’ Satisfaction with and Preference for Telehealth Visits

Abstract

Background

One-quarter of U.S. patients do not have a primary care provider or do not have complete access to one. Work and personal responsibilities also compete with finding convenient, accessible care. Telehealth services facilitate patients’ access to care, but whether patients are satisfied with telehealth is unclear.

Objective

We assessed patients’ satisfaction with and preference for telehealth visits in a telehealth program at CVS MinuteClinics.

Design

Cross-sectional patient satisfaction survey.

Participants

Patients were aged ≥18 years, presented at a MinuteClinic offering telehealth in January–September 2014, had symptoms suitable for telehealth consultation, and agreed to a telehealth visit when the on-site practitioner was busy.

Main Measures

Patients reported their age, gender, and whether they had health insurance and/or a primary care provider. Patients rated their satisfaction with seeing diagnostic images, hearing and seeing the remote practitioner, the assisting on-site nurse’s capability, quality of care, convenience, and overall understanding. Patients ranked telehealth visits compared to traditional ones: better (defined as preferring telehealth), just as good (defined as liking telehealth), or worse. Predictors of preferring or liking telehealth were assessed via multivariate logistic regression.

Key results

In total, 1734 (54 %) of 3303 patients completed the survey: 70 % were women, and 41 % had no usual place of care. Between 94 and 99 % reported being “very satisfied” with all telehealth attributes. One-third preferred a telehealth visit to a traditional in-person visit. An additional 57 % liked telehealth. Lack of medical insurance increased the odds of preferring telehealth (OR = 0.83, 95 % CI, 0.72–0.97). Predictors of liking telehealth were female gender (OR = 1.68, 1.04–2.72) and being very satisfied with their overall understanding of telehealth (OR = 2.76, 1.84–4.15), quality of care received (OR = 2.34, 1.42–3.87), and telehealth’s convenience (OR = 2.87, 1.09–7.94)

Conclusions

Patients reported high satisfaction with their telehealth experience. Convenience and perceived quality of care were important to patients, suggesting that telehealth may facilitate access to care.

Electronic supplementary material

The online version of this article (doi:10.1007/s11606-015-3489-x) contains supplementary material, which is available to authorized users.