Background: New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. Objective: This study aimed to determine if patient satisfaction differs between video and in-person visits. Methods: In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre–COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. Results: We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE –2.05; 95% CI –2.66 to –1.22), female gender (PE –0.73; 95% CI –0.96 to –0.50), and new visit type (PE –0.75; 95% CI –1.00 to –0.49) were associated with lower patient satisfaction. Conclusions: Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.

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中文翻译：

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COVID-19大流行期间患者对远程医疗的满意度：回顾性队列研究。

背景：纽约市是COVID-19大流行的国际中心。医护人员的回应是迅速从现场咨询过渡到视频咨询。远程医疗（即视频访问）是一种潜在的破坏性创新。然而，人们对这种新兴的替代传统临床方法的患者满意度知之甚少。目的：本研究旨在确定视频访问和面对面访问之间的患者满意度是否存在差异。方法：在这项回顾性观察性队列研究中，我们分析了纽约市一家单一机构，城市，四级学术医学中心的38,609例Ganey Press Ganey患者满意度调查结果，这些结果来自临床遭遇（620次视频访问与37,989次亲自访问）从2019年4月1日至2020年3月31日为18岁。时间分为COVID-19之前和COVID-19之前（2020年3月4日之前和之后）。Wilcoxon-Mann-Whitney检验和多元线性回归分别用于假设检验和统计建模。结果：与去年同期相比，在COVID-19大流行期间，视频访问的使用率增加了8729％。视频访问媒体Ganey的得分显着高于亲自访问（94.9％比92.5％； P <.001）。在调整后的分析中，视频访问（参数估计[PE] 2.18； 95％CI 1.20-3.16）和COVID-19期间（PE 0.55； 95％CI 0.04-1.06）与更高的患者满意度相关。年轻年龄段（PE –2.05； 95％CI –2.66至–1.22），女性（PE –0.73; 95％CI –0.96至–0.50）和新访视类型（PE –0.75; 95％CI –1.00至– 0.49）与患者满意度较低相关。结论：患者对视频访问的满意度很高，这并不是从传统的现场门诊访问转变为范例的障碍。需要对其他诊所就诊质量指标进行比较的未来研究，以指导和实施远程医疗的广泛采用。

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