Sharon Orrange|Arpna Patel|Wendy J. Mack|Julia Cassetta
Patient Satisfaction and Trust in Telemedicine During the COVID-19 Pandemic: Retrospective Observational Study
University of Southern California|University of Southern California|University of Southern California|University of Southern California
background los angeles county hub covid19 cases united states academic health centers rapidly deployed leveraged telemedicine permit uninterrupted care patients telemedicine enjoys high patient satisfaction yet little known level satisfaction crisis extent patient visitrelated factors trust play inperson visits eliminated objective aim study examine correlates patients satisfaction telemedicine visit methods retrospective observational study conducted singleinstitution urban academic medical center los angeles internal medicine patients aged 18 years completed telemedicine visit march 10th april 17th 2020 invited survey n1624 measures included patient demographics degree interpersonal trust patientphysician relationships using trust physician scale visitrelated concerns statistical analysis used descriptive statistics spearman rankorder correlation linear ordinal logistic regression results 1624 telemedicine visits conducted period 368 227 patients participated survey across study respondents satisfied 173365 474 satisfied n129 353 telemedicine visit higher physician trust associated higher patient satisfaction spearman correlation r051 plt001 visitrelated factors statistically significant correlation trust physician score technical issues telemedicine visit r016 concerns privacy r019 concerns cost r023 satisfaction telemedicine convenience r041 amount time spent r047 plt01 visitrelated factors associated patients satisfaction included fewer technical issues plt001 less concern privacy plt001 cost p02 successful facetoface video plt001 patient variable significant positive association income level trust physician r018 plt001 younger age associated higher satisfaction telemedicine visit p005 conclusions calls redesigning primary care covid19 pandemic widespread adoption telemedicine patients satisfaction telemedicine covid19 pandemic high satisfaction shaped degree trust physician visitrelated factors patient factors widespread implications outpatient practices research visitrelated factors patientprovider connection telemedicine needed