Patient Satisfaction, Utilization, and Preference with Synchronous Virtual Primary Care Appointments for Adult Beneficiaries at Fort Bliss, Texas
Abstract
Background: The COVID-19 public health state of emergency (PHE) caused rapid implementation and advancing interest in synchronous virtual healthcare (VH), possibly changing the culture and impacting the way forward for VH after the end of COVID-19 PHE. Recognized by the National Defense Authorization Act (NDAA) of 2017, the Military Health System (MHS) promoted VH before the COVID-19 pandemic (NDAA, 2017). This evidence-based project aims to observe how virtual compared to face-to-face (FTF) synchronous appointments impact primary care utilization, patient satisfaction, and preference for adult patients at William Beaumont Army Medical Center (WBAMC) at Fort Bliss, Texas. Methods: First, program evaluations were conducted using retrospective analysis of synchronous virtual appointments across 2019-2021 of patient utilization data from the Composite Healthcare System (CHCS) and patient satisfaction data from the Joint Outpatient Experience Survey (JOES). Second, a needs assessment was conducted across three primary care clinics of current (2022) patient preferences for VH appointments utilizing a data collection tool. Results: Patient utilization was unable to be analyzed; however, an association of fewer FTF cancellations/no-shows was observed when virtual appointments were higher during the COVID-19 PHE. Patient satisfaction showed significance (p = 0.0031) between FTF and VH appointments during 2020, with patients less satisfied with FTF. No significant difference (p greater than 0.05) between VH and FTF for 2019 or 2021. Patient preferences revealed that the majority (73 percent) were not offered the option to book a VH appointment; however, the majority (78 percent) preferred the option to choose. Most patients (40 percent) prefer FTF appointments, 28 percent prefer virtual, while 32 percent say it depends. The emergent theme for VH was convenience (32 percent), while FTF was the desire for a physical exam (49 percent).
Document Details
- Document Type
- Technical Report
- Publication Date
- Apr 29, 2022
- Accession Number
- AD1186273
Entities
People
- Ebony A. Peterman
- Lori S. Kuyt
- Titisha C. Masten
Organizations
- Uniformed Services University of the Health Sciences