Article Abstract

Evaluating the patient experience with urological video visits at an academic medical center

Authors: Steven Thelen-Perry, Rohan Ved, Chad Ellimoottil


Background: Telemedicine utilization, includinguse of video visits, is growing rapidly. While much enthusiasm surroundstelemedicine, the successful implementation of video visits within healthsystems requires providers to evaluate patient’s experience with the implementedtechnology and workflow.
Methods: Twenty patientswho completed a video visit in the Department of Urology at Michigan Medicinewere contacted and asked if they would be willing to share their experience.Patients underwent a semi-structured telephone interview. Using an interviewguide, patients were asked questions about the enrollment process, theiroverall impression of the visit, and feedback to improve the visit. Interviewcomments were categorized into three primary themes: usability, quality of thevisit, and comparison to a traditional in-clinic visit.
Results: Most patients who underwent aurological video visit were highly satisfied with their experience. Mostpatients also reported being able to join the video visit with minimal issues. However,some patients expressed issues downloading the application and interpreting oureducational materials. In regard to quality of the visit, most patients wereimpressed and pleased. While there was no criticism regarding thepicture-quality of the video visit, a few patients reported issues with theaudio. It was apparent that quality of video was dependent on quality of thepatient’s internet connection. When comparing the video visit to a traditionalin-clinic visit, patients—especially parents with children at home—found thevideo visit to be more efficient.
Conclusions: Our study foundthat patients were pleased with their urological video visit experience, andthere were details about our workflow that would not have been evident withoutinterviews. These findings suggest that while video visits are suitablealternatives to in-clinic appointments at academic medical centers, it isimportant for providers to obtain direct feedback from patients to identifyworkflow and technical issues.