Respiratory outpatient clinics during and post COVID-19: the use of patient satisfaction and preference data to redesign service delivery

Journal article

We used a survey to evaluate patient satisfaction with a remote system for the delivery of respiratory clinics and to capture future preferences. 98% of responders were satisfied with their current appointment being held remotely in order to reduce the risks from COVID-19. Regarding future preferences beyond the pandemic, 41% of respondents preferred a face-to-face appointment, 35% preferred a remote appointment and 24% had no preference of one modality over another. Additional qualitative data suggest that a flexible system allowing patients to choose the mode of attendance shortly before the appointment would be welcomed.

Authors: Bhatnagar, M; McCallion, P; Davison, J; DeSoyza, T; Hester, K

• Publication status: Published
• Peer review status: Peer reviewed
• Publisher: Elsevier BV
• Journal: Future healthcare journal
• Volume: 8
• Issue: 1
• Pages: e21-e22
• Publication date: 2020-11-05
• DOI: 10.7861/fhj.2020-0181
• EISSN: 2514-6653
• ISSN: 2514-6645
• Language: English
• Keywords: Intensive care medicine; Statistics; Severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2); Medicine; Internal medicine; Mathematics; 2019-20 coronavirus outbreak; Respiratory system; Business; Patient satisfaction; Virology; Preference; Service (business); Coronavirus disease 2019 (COVID-19); Nursing; Medical emergency; Respiratory therapist; Service delivery framework; Emergency medicine