Patient Experience During COVID-19: How the Introduction of Telehealth has Influenced Patient Practices

Abstract

Background: Melbourne underwent one of the strictest lockdowns in the world in 2020, with the swing to telehealth-based appointments, bringing into focus the effectiveness of communication between staff and patients. Due to the ongoing provision of a hybrid model of in-person and telehealth appointments, it is important to learn how this shift in delivery of service has impacted patient experiences. Aim: To examine patient experiences with telehealth appointments, and to assess any associations between self-reported personality traits and preferred communication method. Method: Data was collected from a patient satisfaction survey administered in May 2021 (N=127). The patient satisfaction survey consisted of 5-point Likert scale responses regarding specific aspects of IVF care, self-reported personality trait descriptions and qualitative responses. Frequencies and ordinal logistic regression analyses was used to examine associations between personality traits and satisfaction responses. Results: Overall 80% (N=101) of patients liked the flexibility of telehealth appointments. However 68% (N=87), while understanding the need for telehealth during COVID-19, preferred face to face communication. Exploring self-reported personality traits, patients who described themselves as assertive were more likely to prefer succinct written information, whereas patients who described themselves as anxious and/or shy preferred both verbal and written communication. Patients who described themselves as optimistic, were more likely to rate themselves as pleased with their overall experiences at Newlife IVF and felt emotionally supported during treatment. Conclusion: Despite shifting to a majority telehealth service provision, most patients reported high levels of satisfaction with communication, and have continued to actively use telehealth since the lifting of lockdown, indicating that it doesn’t introduce significant barriers to patient and clinic communication. Inadvertently, necessary change due to COVID-19 has spontaneously broadened the scope of patient centered care providing further insight into patient preferences. Further exploration into using heuristics to identify links between personality types and mode of communication is warranted.