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Satisfaction can co-exist with hesitation: qualitative analysis of acceptability of telemedicine among multi-lingual patients in a safety-net healthcare system during the COVID-19 pandemic.
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In: BMC health services research, vol 22, iss 1 (2022)
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Abstract:
BackgroundThe COVID-19 pandemic triggered unprecedented expansion of outpatient telemedicine in the United States in all types of health systems, including safety-net health systems. These systems generally serve low-income, racially/ethnically/linguistically diverse patients, many of whom face barriers to digital health access. These patients' perspectives are vital to inform ongoing, equitable implementation efforts.MethodsTwenty-five semi-structured interviews exploring a theoretical framework of technology acceptability were conducted from March through July 2020. Participants had preferred languages of English, Spanish, or Cantonese and were recruited from three clinics (general medicine, obstetrics, and pulmonary) within the San Francisco Health Network. Both deductive and inductive coding were performed. In a secondary analysis, qualitative data were merged with survey data to relate perspectives to demographic factors and technology access/use.ResultsParticipants were diverse with respect to language (52% non-English-speaking), age (range 23-71), race/ethnicity (24% Asian, 20% Black, 44% Hispanic/Latinx, 12% White), & smartphone use (80% daily, 20% weekly or less). All but 2 had a recent telemedicine visit (83% telephone). Qualitative results revealed that most participants felt telemedicine visits fulfilled their medical needs, were convenient, and were satisfied with their telemedicine care. However, most still preferred in-person visits, expressing concern that tele-visits relied on patients' abilities to access telemedicine, as well as monitor and manage their own health without in-person physical evaluation.ConclusionsHigh satisfaction with telemedicine can co-exist with patient-expressed hesitations surrounding the perceived effectiveness, self-efficacy, and digital access barriers associated with a new model of care. More research is needed to guide how healthcare systems and clinicians make decisions and communicate about visit modalities to support high-quality care that responds to patients' needs and circumstances.
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Keyword:
7.1 Individual care needs; Acceptability; Behavioral and Social Science; Clinical Research; COVID-19; Female; Health Policy & Services; Health Services; Humans; Library and Information Studies; Multilingual; Networking and Information Technology R&D; Nursing; Pandemics; Patient Safety; Patient Satisfaction; Personal Satisfaction; Pregnancy; Public Health and Health Services; Rural Health; Safety-net; SARS-CoV-2; Telehealth; Telemedicine; United States
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URL: https://escholarship.org/uc/item/3q59z6jf
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Satisfaction can co-exist with hesitation: qualitative analysis of acceptability of telemedicine among multi-lingual patients in a safety-net healthcare system during the COVID-19 pandemic ...
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Satisfaction can co-exist with hesitation: qualitative analysis of acceptability of telemedicine among multi-lingual patients in a safety-net healthcare system during the COVID-19 pandemic ...
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Satisfaction can co-exist with hesitation: qualitative analysis of acceptability of telemedicine among multi-lingual patients in a safety-net healthcare system during the COVID-19 pandemic
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In: BMC Health Serv Res (2022)
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The Use of Technology for Communicating With Clinicians or Seeking Health Information in a Multilingual Urban Cohort: Cross-Sectional Survey.
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In: Journal of medical Internet research, vol 22, iss 4 (2020)
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The Use of Technology for Communicating With Clinicians or Seeking Health Information in a Multilingual Urban Cohort: Cross-Sectional Survey.
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In: Journal of medical Internet research, vol 22, iss 4 (2020)
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Patient interest in and barriers to telemedicine video visits in a multilingual urban safety-net system
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In: J Am Med Inform Assoc (2020)
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The Use of Technology for Communicating With Clinicians or Seeking Health Information in a Multilingual Urban Cohort: Cross-Sectional Survey
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Perspectives of English, Chinese, and Spanish-Speaking Safety-Net Patients on Clinician Computer Use: Qualitative Analysis.
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In: Journal of medical Internet research, vol 21, iss 5 (2019)
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Health Information-seeking Behaviors and Preferences of a Diverse, Multilingual Urban Cohort.
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In: Medical care, vol 57 Suppl 6 Suppl 2, iss 6 (2019)
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Health Information-seeking Behaviors and Preferences of a Diverse, Multilingual Urban Cohort.
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In: Medical care, vol 57 Suppl 6 Suppl 2, iss 6 (2019)
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Health Information Seeking Behaviors and Preferences of a Diverse Multi-Lingual Cohort
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In: Med Care (2019)
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Perspectives of English, Chinese, and Spanish-Speaking Safety-Net Patients on Clinician Computer Use: Qualitative Analysis
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