Rapid Development of a Telehealth Patient Satisfaction Survey Using a Multi-Stakeholder Approach.
En-Ju Deborah LinMounika GuntuEmre SezginLaura McLaughlinRajesh GantaJennifer LeeUjjwal RamtekkarYungui HuangSimon Lin LinwoodPublished in: Telemedicine journal and e-health : the official journal of the American Telemedicine Association (2022)
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.
Keyphrases
- cross sectional
- patient satisfaction
- healthcare
- mental health
- end stage renal disease
- primary care
- chronic kidney disease
- oxidative stress
- magnetic resonance imaging
- electronic health record
- physical activity
- newly diagnosed
- single cell
- prognostic factors
- patient reported outcomes
- health information
- health insurance
- acute care
- affordable care act