scholarly journals 578 Insights into Patient Satisfaction with Telephone Fracture Clinic Consultations During COVID-19

2021 ◽  
Vol 108 (Supplement_6) ◽  
Author(s):  
E Lostis ◽  
S Graham ◽  
O Pearce ◽  
M Kelly
Keyword(s):  
Patient Satisfaction ◽  
Postal Survey ◽  
Free Text ◽  
Telephone Consultation ◽  
Fracture Clinic ◽  
Face To Face ◽  
Chi Squared ◽  
Fast Pace ◽  
The Uk ◽  
Survey Responses

Abstract Aim The COVID-19 pandemic led to an unusually fast pace of change in clinical practice in the UK. An early requirement to reduce outpatient attendances to a pminimum meant that this Trust adopted remote consultations for fracture clinics whenever possible. This study aimed to evaluate patient satisfaction with the new system of telephone consultations to assess its acceptability and guide future decisions. Method 299 patients who received remote telephone consultations for fracture clinic appointments at North Bristol NHS Trust during the COVID-19 pandemic in early 2020 were retrospectively identified and sent a postal survey. Satisfaction levels were assessed through degree of agreement with statements (9 items), yes/no answers (4 questions) and space for comments. Data was analysed with Excel pivot tables and Chi-squared tests. Results 131 survey responses were included (43.8% response rate). The majority of patients were satisfied overall with the care they received (82%) and preferred a telephone consultation to a face-to-face appointment during the pandemic (78%). However, only 22% maintained this preference in ‘normal’ (pre-COVID-19) times. Conclusions The positive responses to the survey reassure us that telephone consultations for fracture clinic consultations are acceptable to the majority of patients during a pandemic. The results as well as free text comments will help us ameliorate the fracture clinic service to minimise infection risk without compromising on quality of care.

scholarly journals P071 Survey of rheumatology patient satisfaction with telephone consultations during the COVID-19 pandemic

Rheumatology ◽  
2021 ◽  
Vol 60 (Supplement_1) ◽  
Author(s):  
Mia Rodziewicz ◽  
Terence O'Neill ◽  
Audrey Low
Keyword(s):  
Patient Satisfaction ◽  
Physical Examination ◽  
Management Plan ◽  
Service Development ◽  
Telephone Consultation ◽  
Face To Face ◽  
Communication Difficulties ◽  
Strongly Agree ◽  
The Uk

Abstract Background/Aims  Rheumatology departments were required to switch rapidly from face-to-face (F2F) to remote consultations during the COVID-19 pandemic in the UK. We conducted a patient satisfaction survey on the switch to inform future service development. Methods  All patients [new (NP), follow-up (FU)] were identified between 1st to 5th June 2020. Patients who attended or did not attend (DNA) a pre-booked F2F consultation or cancelled were excluded. Of the remainder, half the patients was surveyed by phone using a standardised questionnaire and the other half was posted the same questionnaire. Both groups were offered the opportunity to complete the survey online. Patients were surveyed on the organisation and content of the consultation, whether they were offered a subsequent F2F appointment and future consultation preference. Results  233 consultations were scheduled during the study period. After 53 exclusions (34 pre-booked F2F, 16 DNA, 3 cancellations), 180 eligible consultations were surveyed (85 via mailshot, 95 by telephone). 75/180 patients (42%) responded within 1 month of the telephone consultation (20 NP, 47 FU, 8 missing). The organisation of the switch was positively perceived (Table). Patients were highly satisfied with 4 of the 5 consultation domains but were undecided whether a physical assessment would have changed the outcome of the consultation (Table). After the initial phone consultation, 7 of 20 NP and 19 of 47 FU were not offered subsequent F2F appointments at the clinicians’ discretion. Of those not offered subsequent F2F appointments, proportionally more NP (3/7, 43%) would have liked one, compared to FU (5/19, 26%). Reasons included communication difficulties and a desire for a definitive diagnosis. 48/75 (64%) would be happy for future routine FU to be conducted by phone “most of the time" or "always”; citing patient convenience and disease stability. Caveats were if physical examination was required or if more serious issues (as perceived by the patient) needed F2F discussion. Conclusion  Patients were generally satisfied with telephone consultations and most were happy to be reviewed again this way. NPs should be offered F2F appointments for first visits to maximise patient satisfaction and time efficiency. P071 Table 1:Median age, yearsFemale; n (%)Follow-up; n (%)All eligible for survey; n = 18056122 (68)133 (74)Sent mailshot; n = 855459 (69)65 (76)Surveyed by phone; n = 955663 (66)68 (72)Responder by mail; n = 166911 (69)13 (82)Responder by phone; n = 525437 (71)34 (65)Responder by e-survey; n = 7495 (71)UnknownOrganisation of the telephone consultation, N = 75Yes, n (%)No, n (%)Missing, n (%)Were you informed beforehand about the phone consultation?63 (84)11 (15)1 (1)Were you called within 1-2 hours of the appointed date and time?66 (88)6 (8)3 (4)Domains of the consultation, N = 75Strongly disagree, n (%)Disagree, n (%)Neutral, n (%)Agree, n (%)Strongly agree, n (%)Missing, n (%)During the call, I felt the clinician understood my problem3 (4)1 (1)1 (1)20 (27)49 (65)1 (1)During the call, I had the opportunity to ask questions regarding my clinical care1 (1)02 (3)16 (21)55 (73)1 (1)A physical examination would have changed the outcome of the consultation16 (21)18 (24)20 (27)11 (15)10 (13)0The clinician answered my questions to my satisfaction2 (3)06 (8)18 (24)49 (65)0At the end of the consultation, the clinician agreed a management plan with me3 (4)2 (3)6 (8)24 (32)39 (52)1 (1)Future consultations, N = 75Never, n (%)Sometimes, n (%)Most of the time, n (%)Always, n (%)Missing, n, (%)In the future, would you be happy for routine FU to be conducted by phone?5 (7)20 (27)16 (21)32 (43)2 (3) Disclosure  M. Rodziewicz: None. T. O'Neill: None. A. Low: None.

scholarly journals Patient use of an online triage platform: a mixed-methods retrospective exploration in UK primary care

2019 ◽  
Vol 69 (682) ◽  
pp. e336-e344 ◽  
Author(s):  
Abi Eccles ◽  
Michael Hopper ◽  
Amadea Turk ◽  
Helen Atherton
Keyword(s):  
Ease Of Use ◽  
Free Text ◽  
Specific Symptom ◽  
Telephone Consultation ◽  
Face To Face ◽  
Qualitative Approaches ◽  
Patterns Of Use ◽  
Levels Of Use ◽  
The Uk ◽  
Patient Use

BackgroundRecent years have seen the introduction of online triage allowing patients to describe their problem via an online form. Subsequently, a GP telephones the patient, conducting a telephone consultation or arranging a face-to-face consultation.AimThis study aimed to explore patterns-of-use and patients’ experiences of using an online triage system.Design and settingThis retrospective study analysed routinely collected data (from all practices using the ‘askmyGP’ platform for the duration of the study period, 19 May 2017 to 31 July 2017), using both quantitative and qualitative approaches. Data originated from an online triaging platform used by patients in nine general practices across the UK.MethodData from 5447 patients were quantitatively analysed to describe characteristics of users, patterns-of-use, and reasons given by patients for using the platform. Free-text comments left by patients (n = 569) on their experience of use were qualitatively analysed.ResultsHighest levels of use were observed in females (65.5%, n = 3570) and those aged 25–34 years. Patterns of use were high between 0800 and 0959, and on Mondays and Tuesdays. Use outside of GP practice opening hours was low. Common reasons for using the platform were for medication-related enquiries, for administrative requests, and to report a specific symptom. Comments left by patients suggested advantages to using the platform, for example, convenience and the written format, but these did not extend to all users.ConclusionPatterns-of-use and patient types were in line with typical contacts to GP practices. Though the age of users was broad, highest levels of use were from younger patients. The perceived advantages to using online triage, such as convenience and ease of use, are often context dependent.

Patient Perception of remote, digital NHS healthcare during the COVID-19 pandemic: a UK-wide survey (Preprint)

2020 ◽  
Author(s):  
Rehan Symonds ◽  
John Tredinnick-Rowe ◽  
Sebastian Stevens ◽  
Oliver Sleeman
Keyword(s):  
Healthcare Services ◽  
Patient Perception ◽  
User Preference ◽  
Free Text ◽  
Remote Consultation ◽  
Face To Face ◽  
Remote Healthcare ◽  
The Uk ◽  
Survey Responses ◽  
The Impact

BACKGROUND During the early spring of 2020, the use of remote healthcare services in the UK saw a dramatic increase in usage as services transitioned away from face-to-face delivery due to the risk of contracting COVID-19. While by far the largest shift was to telephone access which has been studied in recent years pre-COVID (Campbell, 2014), we wanted to determine the impact on patients of any shift to digital access (via an online consultation using a webcam, laptop, mobile phone application). We therefore commissioned a UK-wide representative survey of patient use and attitudes towards digital remote healthcare during the peak of the 2020 COVID-19 Pandemic in the UK. This report predominantly focuses on primary care as it accounts for 300 million NHS patient contacts each year. OBJECTIVE To rapidly assess patient attitudes towards the use of digital healthcare methods during the COVID-19 pandemic via a representative UK-wide survey. METHODS 2,138 survey responses were analysed against the respondents’ protected characteristics, social status, working status, location (UK region), social media usage and number of children (if any) in their household. Inferential statistics were used to compare these variables and survey responses. The survey consisted of three questions. 2,129 free text responses were thematically analysed from the survey, using an inductive, rapid coding method. RESULTS Initially, 14 themes arose from the data. These were collapsed into 7 parent themes with a smaller number of subtopics. These themes represent patient concern and experience of digital, remote healthcare, (1) Remote healthcare is a lesser service, (2) Useful but only for certain conditions, (3) No preference between face-to-face and remote healthcare. (4) Ease of Access to remote healthcare, (5) Speed of Access to Remote Healthcare. (6) Safety Concerns and Remote Healthcare, and (7) Remote healthcare is better than face-to-face. In summary, current patient perception of remote healthcare is that it is a lesser service, compared to face-to-face delivery. Quantitative results indicate 26% of respondents had used a digital, remote consultation. Users were more likely to be females and in a higher social grade. The largest correlation (Cramer’s V 0.51) between variables was across patients who did not see the benefits of digital, remote consultation but who were willing to use it for safety reasons due to the COVID-19 pandemic. CONCLUSIONS Patient preference for using digital, remote healthcare comes with a series of caveats that practitioners and commissioners should be aware of as the active engagement of patients in remote working appears to be more complex than simple measures of technical ability. The survey data intimates issues around willingness, trust, user-preference and more basic behavioural traits that may not have been factored into the delivery of digital care so far. In short, capacity to act is not well equated to willingness or free will of individuals, least of all acceptance of digital, remote healthcare in any universal form. Our data indicates the need for a psychology-based understanding of the frictions and enablers to remote healthcare, rather than a more narrow assessment of technical capacity if we are to drive behaviour change and help shape effective policy. CLINICALTRIAL n/a

Patient feedback on a new method of consulting with the GP; an analysis of responses by users of online triage software

2018 ◽  
Vol 68 (suppl 1) ◽  
pp. bjgp18X696773
Author(s):  
Abi Eccles ◽  
Mike Hopper ◽  
Helen Atherton
Keyword(s):  
Free Text ◽  
Telephone Consultation ◽  
Face To Face ◽  
Potential Barriers ◽  
Online Consultation ◽  
Patient Feedback ◽  
Levels Of Use ◽  
Negative Perceptions ◽  
Context Dependent ◽  
Feedback Data

BackgroundOnline triage software is a new way to triage patients online that allows patients to describe their problem via an online form. A GP then contacts the patient to arrange either a face-to-face or telephone consultation.AimThis study aimed to explore use of online consultation software and gain insight into patients’ experiences of using online consultations, identifying potential barriers and facilitators to use.MethodThis is a mixed methods retrospective study analysing data about patient users and their associated feedback. Data from a sample of 5591 patients were quantitatively analysed to describe characteristics of users. 576 out of the 5591 users left free-text feedback comments on their experience of use. These were thematically analysed.ResultsThe highest levels of use were observed in 25–35-year olds and lowest from those aged >65. Key themes identified included convenience, consultation quality, appropriateness, resource-use and functionality. Within each, a range of subthemes were present representing both positive and negative perceptions, suggesting that experiences of using online triage varied and were often context-dependentConclusionThere are various advantages to online triage software, but these are context-dependent. Therefore, such applications should be offered as an additional way to contact the GP surgery, rather than a replacement for more established methods, to ensure appropriate and equal access for patients.

scholarly journals COVD-26. TELEPHONE CONSULTATIONS IN NEURO-ONCOLOGY DURING THE COVID-19 PANDEMIC: LEVELS OF PATIENT SATISFACTION AND COMPARISON WITH TRADITIONAL FACE-TO-FACE CONSULTATIONS

2020 ◽  
Vol 22 (Supplement_2) ◽  
pp. ii26-ii26
Author(s):  
Emma Toman ◽  
Claire Goddard ◽  
Frederick Berki ◽  
William Garratt ◽  
Teresa Scott ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
University Hospitals ◽  
Health Crisis ◽  
Patient Satisfaction Questionnaire ◽  
Telephone Consultation ◽  
Exact Test ◽  
Face To Face ◽  
Significant Difference ◽  
The Face ◽  
The University

Abstract INTRODUCTION Controversy exists as to whether telephone clinics are appropriate in neurosurgical-oncology. The COVID-19 pandemic forced neuro-oncology services worldwide to re-design and at the University Hospitals Birmingham UK, telephone clinics were quickly implemented in select patients to limit numbers of patients attending hospital. It was important to determine how these changes were perceived by patients. METHODS A 20-question patient satisfaction questionnaire was distributed to patients who attended neuro-oncology clinic in person (“face-to-face”), or via the telephone. Fisher’s exact test was used to determine significance, which was set at p< 0.05. RESULTS Eighty questionnaires were distributed between June 2020 and August 2020. Overall, 50% (n=40) of patients returned the questionnaire, 50% (n=23) of face-to-face and 50% (n=17) telephone patients. Of those who received telephone consultations, 88% (n=15) felt the consultation was convenient, 88% (n=15) were satisfied with their consultation and 18% (n=3) felt they would have preferred to have a face-to-face appointment. Of those who attended clinic in person, 96% (n=22) felt their consultation was convenient, 100% (n=23) were satisfied with their consultation and 13% (n=3) would have preferred a telephone consultation. Within the face-to-face clinic attendees, only 13% (n=3) were concerned regarding the COVID risk associated with attending hospital. There was no significant difference in patient convenience or satisfaction (p=0.565 and p=0.174 respectively) between face-to-face and telephone clinics. There was no significant difference in whether patients would’ve preferred the alternative method of consultation (p > 0.999). CONCLUSION Our study suggests that careful patient selection for neuro-oncology telephone clinic is not inferior to face-to-face clinic. Telephone clinic during COVID-19 pandemic proved to be convenient, safe and effective. This global health crisis has transformed telephone neuro-oncology consultations from an experimental innovation into established practice and should be continued beyond the pandemic in select cases.

scholarly journals TP10.2.9The effect of COVID-19 on Breast clinic follow ups – a change in future practice?

2021 ◽  
Vol 108 (Supplement_7) ◽  
Author(s):  
Carol Norman ◽  
Lilia Ragad ◽  
Anupama Nagarajakumar ◽  
Maryam Alam Khan ◽  
Michal Uhercik ◽  
...  
Keyword(s):  
University Hospital ◽  
Electronic Patient Records ◽  
Breast Clinic ◽  
Telephone Consultation ◽  
Face To Face ◽  
Video Telephone ◽  
Malignant Breast ◽  
The Uk ◽  
Future Practice

Abstract Aims Prior to March 2020, at Princess Royal University Hospital (PRUH), Kings College NHS Foundation Trust, almost daily face to face benign/malignant breast clinic follow ups occurred. On March 23rd 2020 the UK went into official COVID-19 pandemic lockdown. The effect on elective follow up practice was swift with cancellation, triaging and replacement of face-to-face by telephonic/virtual consultations. We compared the change of follow up pattern, pre and post COVID-19. Could this effect the future of consultations at PRUH? Methods A comparison of all patients attending PRUH breast unit outpatients in January 2020 (preCOVID-19) for follow up, with those attending in April 2020 (postCOVID-19). Data collection from clinic lists and electronic patient records, with Excel version 16 analysis. Results 343 patient follow up consultations 01/2020. 53 patient follow up consultations 04/2020. Malignant cases: January 65%, April 60% Benign/B3 cases: January 35%, April 20% Summary follow up types. Conclusions Impact of COVID has been widespread in our practice. Our results show a significant reduction in face-to-face appointments, to allow social distancing. Further evaluation of this model will show its sustainability. Patient satisfaction will have to be assessed, with a view to a full move to video/telephone consultation where indicated.

scholarly journals Contribution of paramedics in primary and urgent care: a systematic review

2020 ◽  
Vol 70 (695) ◽  
pp. e421-e426 ◽  
Author(s):  
Georgette Eaton ◽  
Geoff Wong ◽  
Veronika Williams ◽  
Nia Roberts ◽  
Kamal R Mahtani
Keyword(s):  
Systematic Review ◽  
Primary Care ◽  
Patient Satisfaction ◽  
Clinical Work ◽  
Ambulance Service ◽  
Urgent Care ◽  
Free Text ◽  
Clinical Role ◽  
Primary Care Workforce ◽  
The Uk

BackgroundWithin the UK, there are now opportunities for paramedics to work across a variety of healthcare settings away from their traditional ambulance service employer, with many opting to move into primary care.AimTo provide an overview of the types of clinical roles paramedics are undertaking in primary and urgent care settings within the UK.Design and settingA systematic review.MethodSearches were conducted of MEDLINE, CINAHL, Embase, the National Institute for Health and Care Excellence, the Journal of Paramedic Practice, and the Cochrane Database from January 2004 to March 2019 for papers detailing the role, scope of practice, clinician and patient satisfaction, and costs of paramedics in primary and urgent care settings. Free-text keywords and subject headings focused on two key concepts: paramedic and general practice/primary care.ResultsIn total, 6765 references were screened by title and/or abstract. After full-text review, 24 studies were included. Key findings focused on the description of the clinical role, the clinical work environment, the contribution of paramedics to the primary care workforce, the clinical activities they undertook, patient satisfaction, and education and training for paramedics moving from the ambulance service into primary care.ConclusionCurrent published research identifies that the role of the paramedic working in primary and urgent care is being advocated and implemented across the UK; however, there is insufficient detail regarding the clinical contribution of paramedics in these clinical settings. More research needs to be done to determine how, why, and in what context paramedics are now working in primary and urgent care, and what their overall contribution is to the primary care workforce.

scholarly journals Public Opinion about the UK Government during COVID-19 and Implications for Public Health: A Topic Modelling Analysis of Open-Ended Survey Response Data

2021 ◽  
Author(s):  
Liam Wright ◽  
Alexandra Burton ◽  
Alison McKinlay ◽  
Andrew Steptoe ◽  
Daisy Fancourt
Keyword(s):  
Public Opinion ◽  
Mental Wellbeing ◽  
Free Text ◽  
Topic Modelling ◽  
Response Data ◽  
Modelling Analysis ◽  
Uk Government ◽  
The Government ◽  
The Uk ◽  
Survey Responses

Confidence in the central UK Government has declined since the beginning of the COVID-19 pandemic, and while this may be linked to specific government actions to curb the spread of the virus, understanding is still incomplete. Examining public opinion is important, as research suggests that low confidence in government increases the extent of non-compliance with infection-dampening rules (for instance, social distancing); however, the detailed reasons for this association are still unclear. To understand public opinion on the central UK government during COVID-19, we used structural topic modelling, a text mining technique, to extract themes from over 4000 free-text survey responses, collected between 14 October and 26 November 2020. We identified eleven topics, among which were topics related to perceived government corruption and cronyism, complaints about inconsistency in rules and messaging, lack of clear planning, and lack of openness and transparency. Participants reported that elements of the government's approach had made it difficult to comply with guidelines (e.g., changing rules) or were having impacts on mental wellbeing (e.g., inability to plan for the future). Results suggested that consistent, transparent communication and messaging from the government is critical to improving compliance with measures to contain the virus, as well as protecting mental health during health emergencies.

scholarly journals Facilitators and Barriers to Compliance with COVID-19 Guidelines: A Structural Topic Modelling Analysis of Free-Text Data from 17,500 UK Adults

2021 ◽  
Author(s):  
Liam Wright ◽  
Elise Paul ◽  
Andrew Steptoe ◽  
Daisy Fancourt
Keyword(s):  
Mental Health ◽  
Free Text ◽  
Topic Modelling ◽  
Loved One ◽  
Work From Home ◽  
Improve Compliance ◽  
Facilitators And Barriers ◽  
Technological Means ◽  
The Uk ◽  
Survey Responses

Background: During the COVID-19 pandemic, the UK government has implemented a series of guidelines, rules, and restrictions to change citizens' behaviour to tackle the spread of the virus, such as the promotion of face-masks and the imposition of lockdown stay-at-home orders. The success of these measures requires active co-operation on the part of citizens, but compliance has not been complete. Detailed data is required on the factors aiding or hindering compliance with these measures. Methods: To understand the facilitators and barriers to compliance with COVID-19 guidelines, we used structural topic modelling, a text mining technique, to extract themes from over 26,000 free-text survey responses from 17,500 UK adults, collected between 17 November and 23 December 2020. Results: The main factors facilitating compliance were desires to reduce risk to one's self and one's family and friends and to, a lesser extent, the general public. Also of importance were a desire to return to normality, the availability of activities and technological means to contact family and friends, and the ability to work from home. Identified barriers were difficulties maintaining social distancing in public (due to the actions of other people or environmental constraints), the need to provide or receive support from family and friends, social isolation, missing loved one, and mental health impacts, perceiving the risks as low, social pressure to not comply, and difficulties understanding and keep abreast of changing rules. Several of the barriers and facilitators raised were related to participant characteristics. Notably, women were more likely to discuss needing to provide or receive mental health support from friends and family. Conclusion: The results demonstrate an array of factors contribute to compliance with guidelines. Of particular policy importance, the results suggest that government communications that emphasizes the potential risks of COVID-19 and provides simple, consistent guidance on how to reduce the spread of the virus would improve compliance with preventive behaviours.

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