The Virtual Doctor Is In: The Effect of Telehealth Visits on Patient Experience

Duane, Ja-Nae
Stosic, Morgan
Ericson, Jonathan
Durieux, Brigitte
Sanders, Justin
Robicheaux, Erryca
Blanch-Hartigan, Danielle
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COVID-19 has accelerated the adoption of telehealth. With this shift comes a need for empirically based research regarding the effect of telehealth on patient experience. The present study employed an online survey (N = 996) examining whether a patient's perceptions of a telehealth visit predict the likelihood that they will schedule a future telehealth visit, and their recall of clinical information. Participants viewed a video of a real clinician delivering information on a COVID-19 antibody test, and responded to demographic, socioemotional, and cognitive items. We found that individuals who were extremely satisfied with their interaction with the doctor, for every 1-point increase in satisfaction, they were 72.5% times more likely to revisit the doctor (p < .01). These results also provide insight to researchers and medical professionals regarding patient perceptions of virtual encounters and suggest best practices to consider as we further integrate telehealth.
Health Behavior Change Support Systems (HBCSS), patient experience, telehealth, telemedicine
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