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      Rapid Development of a Telehealth Patient Satisfaction Survey Using a Multi-Stakeholder Approach.

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          Abstract

          Introduction: The COVID-19 pandemic has hastened the adoption of telehealth and the drastic shift to an unfamiliar process may impose significant impact to the quality-of-care delivery. Many providers are interested in understanding the quality of their telehealth services from the patients' experience. Materials and Methods: A telehealth patient satisfaction survey (TPSS) was developed by using an iterative stakeholder-centered design approach, incorporating elements from validated telemedicine and customer service survey instruments, and meeting the operational needs and constraints. A cross-sectional study design was employed to collect survey responses from patients and families of a large pediatric hospital. Finally, we performed exploratory factor analysis (EFA) to extract latent constructs and factor loadings of the survey items to further explain relationships. Results: A 22-item TPSS closely matched the existing in-person patient satisfaction survey and mapped to a revised SERVPERF conceptual model that was proposed by the interdisciplinary committee. Survey was implemented in the HIPAA-compliant online platform REDCap® with survey link embedded in an automated Epic MyChart (Verona, WI) visit follow-up message. In total, 2,394 survey responses were collected between July 7, 2020, and September 2, 2020. EFA revealed three constructs (with factor loadings >0.30): admission process, perceived quality of services, and telehealth satisfaction. Conclusions: We reported the development of TPSS that met the operational needs of compatibility with existing data and possible comparison to in-person survey. The survey is short and yet covers both the clinical experience and telehealth usability, with acceptable survey validity.

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          Author and article information

          Journal
          Telemed J E Health
          Telemedicine journal and e-health : the official journal of the American Telemedicine Association
          Mary Ann Liebert Inc
          1556-3669
          1530-5627
          Sep 2022
          : 28
          : 9
          Affiliations
          [1 ] Research Information Solutions and Innovation, The Abigail Wexner Research Institute, Nationwide Children's Hospital, Columbus, Ohio, USA.
          [2 ] Nationwide Children's Hospital, Columbus, Ohio, USA.
          [3 ] Division of Clinical Informatics and Gastroenterology, Nationwide Children's Hospital, Columbus, Ohio, USA.
          [4 ] Department of Pediatrics, The Ohio State University, Columbus, Ohio, USA.
          [5 ] Department of Psychiatry, Nationwide Children's Hospital, Columbus, Ohio, USA.
          [6 ] Department of Psychiatry, The Ohio State University College of Medicine, Columbus, Ohio, USA.
          Article
          10.1089/tmj.2021.0371
          35049390
          3679c2c0-17c1-4107-add0-70260f00dc3c
          History

          quality improvement,telehealth quality,telehealth evaluation,pediatric,patient experience,video visits

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