Abstract
Purpose :
As telemedicine in eye care has become increasingly widespread, the clinical accuracy and reliability of these platforms has been well established; but there is limited data regarding patient satisfaction. Since 2015, the national Technology-based Eye Care Services (TECS) program in the Veterans Health Administration has provided ocular telehealth services to veterans with the goal of increasing accessibility to care in underserved and rural communities. After 1 year with a local TECS site, we performed a retrospective review of feedback surveys to evaluate patient satisfaction with the telemedicine experience.
Methods :
145 surveys were distributed to veterans who participated in a visit at the local TECS site from October 1, 2020 to September 30, 2021. Nationally, 3,062 surveys were distributed. The 5-point, Likert-type survey was comprised of 7 statements used to gauge participant experience. Survey response data was analyzed and summarized as proportions of respondents who strongly agreed or agreed, neither agreed or disagreed, and strongly disagreed or disagreed with the statements.
Results :
Of 3,062 surveys distributed nationally, 375 were completed and analyzed. Locally, 26 of 145 surveys were completed and analyzed. 84.9% of local respondents felt satisfied overall with care received (75.6% nationally). When asked about increased confidence in this healthcare system as a result of care received, 89.7% strongly agreed/agreed (79.2% nationally). 87.2% strongly agreed/agreed care provided was efficient (85.6% nationally). 100% strongly agreed/agreed they were treated fairly (88.2% nationally). 89.3% strongly agreed/agreed high quality care was provided and their needs were addressed (86.1% nationally). 88.1% strongly agreed/agreed the provider had been helpful (84.7% nationally). Regarding ease in meeting patient needs, 92.5% strongly agreed/agreed (82.5% nationally). 0% to 5.9% of local respondents strongly disagreed/disagreed with the survey statements (3.0% to 8.1% nationally).
Conclusions :
The majority of survey respondents demonstrated high levels of satisfaction in all aspects of TECS. This suggests ocular telehealth platforms may represent an alternative means of providing care that is not only high quality but also leaves patients feeling satisfied with their care.
This abstract was presented at the 2022 ARVO Annual Meeting, held in Denver, CO, May 1-4, 2022, and virtually.